Very poor customer service

..

I recently stayed at your resort and, while there were positive aspects, several elements fell short of the standard I would expect from a five-star hotel. On Sunday, there were no towels available around the pool, despite many loungers appearing to be reserved with towels for long periods. When I raised this at the towel station, I was directed to reception rather than offered assistance. Communication was also disappointing. There was no in-room information about resort facilities or services, and when both the water and power went out on Saturday, guests were not informed or updated, leaving it unclear what amenities were available. Service standards were inconsistent. Food ordered from the poolside bar arrived stone cold, and a food order in the Suites building on Friday was not processed correctly, resulting in an almost hour-long wait. The late check-out process was frustrating, with repeated requests to ask again later. After paying for late check-out, my room key still did not work. There were also room maintenance issues, including an impractical shaving mirror, a hairdryer that repeatedly cut out, and insufficient power sockets. On a positive note, the WhatsApp service was excellent, and I appreciated the proactive contact from the room cleaner about the Do Not Disturb sign. Overall, the stay included some positives, but the number of service, communication and maintenance issues meant the experience did not feel consistent with five-star standards. I hope

Great shower, wifi worked everywhere, no stress. Only thing to note is that the breakfast starts at 8 am so if you're an early riser getting breakfast early isn't an option. The pool closes at 7 pm which is also good to know so if you want to catch a swim before dinner that's key.

The resort was excellent, really nice decorated, the breakfast buffet was excellent, there are multiple pools each offer different experience, i love the spa area.

Good experience overall although probably wouldn’t return. Comfortable bed, pillow menu, brilliant room, air conditioning was a blessing during the heatwave. The DJ is brilliant by the pool, really adds to the vibe. We opted for the breakfast and dinner option which were both good but not great (only few hotels do this really well). Location wise it’s great for transport links - you’re located right in the midst of the German equivalent of Magaluf - 10 mins to airport (25 euros) and 18 minutes to Palma (27 euros) Few things we picked up on but we didn’t let impact our stay: WhatsApp Concierge could be better - they ignored one of my questions completely and then didn’t follow up to another. Lunch food service quite slow. Hairdryer not powerful enough. Only wine and beer on offer for dinner in the buffet, you have to get the cocktails from the bar downstairs. No drinks service at pool loungers, you just have to go up to the bar which isn’t too much of an issue but they could make way more money and provide better guest experience if they did like they do in other 5 star resorts. Most turn down service at other 5 star hotels they put slippers next to the best and come in and freshen everything up - this didn’t happen here other than a bottle of water by the tv and they don’t wash and change sheets every day. Guests reserve sunbeds with towels and then wander off for hours - the pool staff should monitor and remove unused towels for the best sun lounger location.

Uteområdet på hotellet var perfekt, alltid rent og med rikelig med solsenger. Ingen som stod opp tidlig eller reserverte solsenger timer før de trengte dem selv så det var mulig å finne seg en solseng hele dagen. Fine basseng, fine rom, fin beliggenhet. Hyggelig og serviceinnstilt betjening som snakker bra engelsk. Rolig hotell i forhold til søvn. Eneste vi hadde å utsette på hotellet var at vi nok ikke hadde valgt halvpensjon igjen. Middagen var ikke like bra som alt det andre. Dvs hyggelig spiseområde, hyggelig betjening, rolig de fleste tidene på døgnet så vi hadde veldig hyggelige måltider. Men alle 5 stjernes hotell vi har vært på har hatt klart større og bedre utvalg da særlig på middagen. Frokosten var grei nok.

not worth it

Property itself was lovely. Pool, rooms and additional sections like breakfast, spa, gym (and the World Cup on) was all amazing. Welcoming staff were great as well, only staff issue we found was at the poolside bar lunch spot, you would be waiting a long time to be served and often forgotten about. However lovely hotel. One thing to note; room was not wide enough for how long bed was so kept feeling too tight to get from one side of the room to the other, but very modern and had everything needed for a good stay.

m

The standard room was small. The walls thin. I could hear a couple doing things with a happy ending, felt embarrassed as I was travelling with my daughter. The spa was a nice experience, the pool area was clean, I got 48€ credit from Expedia which I spent on lunch and soft drinks. Location was good. The beach was 5 mins down the road. The public transport was 7 mins. So a good experience and the hotel lobby smelt nice. The breakfast was amazing too.

Hotel and room beautiful. Comfy beds. We initially had 2 rooms and had to change 1 due to unforeseen circumstances. This was very difficult, I called the hotel a few times and spoke with Luciana in reservations who was rude and unhelpful. She asked me ‘what did I want’ and refused to take my number when I asked for the reservation manager Christina to call me back. That phone call never came. However, when we got here the people on reception were lovely especially the porter who took us too our room, sorry I don’t know his name and I would also like to say Jenny in reception was very helpful when checking out and also finding our booking that we changed as it wasn’t obvious on the system. Food in restaurant was lovely, breakfast had large selection. Dinner had a themed corner every evening which was also very good. However, restaurant was let down by staff serving tables who never smiled, along with tables that didn’t have cutlery on them, also waiting for someone to come and take a drink order meant that we were half way through our dinner before drinks came. I asked one server who was on her own in the outside seating area when she walked past if I could get some cutlery and her reply was ‘why didn’t you sit elsewhere’ to which I pointed out there was no other seats with cutlery either and she replied ‘I know I am on my own’. Also, drinks weren’t included in the halfboard dinner which I didn’t realise. Pool areas lovely and sun loungers very comfortable.

The hotel is fairly new and beautifully designed - great aesthetics. However the team are inexperienced and communication poor. Also all Food services stop at 9 so it’s uber eats after that ! Also it’s in the worst part of Majorca with football villages and areas you would probably prefer not to go - wouldn’t have booked if realised. We had a bad experience being woken up at midnight by 2 security people saying they were checking the air con - no problem with the air con and scary experience for my daughter and I. Very disappointing.

The rooms wasn't soundproof and it wasnt cleaned daily. Its was visible that only bed was made. It was also unfortunately very noisy in late evenings from other rooms and early mornings from the cleaners. Shower was a bit broken too as one minute really hot and second really cold. Disappointed in room facilities and the noise but the Staff and other facilities in hotel were amazing. Extremely clean and beautiful too.

Great place and location. Great hotel. Wonderful breakfast, nice pool and we had a great time to enjoy in the resort. Stuffs are friendly, helpful and professional. We will definitely come to this resort again.

An impressive hotel which has been beautifully designed and finished to a very high standard. The pools were all excellent (rooftop jacuzzi a real treat), the landscaping and grounds were beautifully maintained, breakfast was delicious and varied but it was the staff that were the highlight of our stay - everyone was so friendly and more than happy to help! Would recommend.

The staff are brilliant and the hotel is modern and clean. Super place.

I wish i was there for longer! the hotel was clean, the pool area was nice and quiet with comfy beds to relax on, the food was tasty and a good portion and the breakfast was amazing, the staff were very helpful and helped recommend places for dinner, the room was clean and cozy, although a little noisy since it was facing the road but i would stay here again if i were to come back.

Many mistakes made. A few nice staff members but more of a rarity than the norm. A lot of confusion and generally not up to standards I would expect for the cost and star rating.

Incredible hotel - loved it!