Alua Calas de Mallorca Resort

"First i have to say the staff at this hotel work incredibly hard, and they do a fantastic job. The entertainment, from mini disco to night shows, i must say they go above and beyond, very grateful for the experience, my two girls really enjoyed this hotel, aged 5 and 2. Some stuff needs to improve but they're small factors compared to the effort and hard work that goes into this place, So i will just start with some minor things which could do with an upgrade. If you're considering staying here be mindful of all restaurants and sports bar. They could do with air-conditioning, its not enjoyable eating food or drinking in the humidity. Air-conditioning in room was very loud when switched on highest setting. People leave towels on sunbeds to reserve them and half of them go the beach so the beds are basically free most of the day, but i must state this is not the hotels fault and do ask no one reserves sun beds maybe someone from the hotel should go around every hour and if the beds haven't been used then they should remove towels. But all around the place is very good for a family vacation, I want to say thank you for the stay and a big thanks to the entertainment crew Kind regards Joe"

"I recently stayed at this hotel (My Favourite Club Junior Suite with sea view) with my family of four (two adults and two children), arriving on 19 August 2026 at approximately 10:00 pm. Unfortunately, our overall experience was extremely disappointing and did not meet the standards I would expect from a 4-star Hyatt property. Room and housekeeping issues After checking in, we were allocated room 0602. When we arrived at the room, we could not open the door. I returned to reception, and one of the receptionists came with me. I was told that the problem would be resolved in the morning. Unfortunately, the door issue was never properly resolved during our entire stay. When we entered the room, it was also not properly prepared for four people. Only one bed had been made. I asked reception how a family of four was supposed to sleep, and they eventually called a housekeeper to prepare the sofa bed. The problems with housekeeping continued throughout our stay: On the second day, only two towels were provided for four guests, so I had to return to reception to request additional towels. On the third day, exactly the same thing happened again. On the fourth day, after I complained, the correct number of towels was finally provided, but all the hand wash, shampoo, conditioner and shower gel were empty. There was also no tea, milk or sugar. On the fifth day, the ceiling started leaking, and mould appeared around the affected area. I reported it, but the only action taken was cleaning the visible mould stains. There was still no tea, coffee or milk. I also tried to contact reception by telephone on several occasions, but the phone in the room did not work. I was told this was due to storm damage to the telephone line. The line remained unavailable for days, meaning that whenever I needed something, I had to physically walk to reception. Wedding anniversary My wife and I were celebrating our wedding anniversary during the stay, so I asked reception called Sandra whether the hotel could do something special for us. I was told that they would send “something” to our room. As you would expect from a 4-star hotel, I anticipated a thoughtful anniversary gesture. Instead, we received a bottle of sparkling wine, a small sweet and a card saying “Happy Birthday” — despite the fact that it was our wedding anniversary. I raised this and several other concerns with Aida from Customer Relations. She apologised and said she would follow up with me on WhatsApp and that there was still time to improve our experience. Unfortunately, I felt that rather than properly addressing the issues, many of the staff mistakes were repeatedly explained away as a “misunderstanding” or “confusion”. Later, Aida sent an apology card with a very small box of chocolates. Given everything that had happened during our stay, this felt inadequate and did not make me feel that our concerns had been taken seriously. Reception and communication problems There were several occasions when I was given incorrect or conflicting information by reception. The day before departure, I spoke to Sandra about a late check-out. Without checking the system, she told me to come back the following day, despite having been told at check-in that I should arrange this one day before departure. On another occasion, Sandra wanted to charge me for changing towels and spoke to me in a manner I found unnecessarily rude. Once again, this was later described as a “misunderstanding”. I then spoke to Ali, who had originally checked us in. He told me that we could stay until 8:00 pm for €80, but that staying until 2:00 pm would be free. I specifically asked whether the 2:00 pm late check-out was free, and he confirmed that it was. He also said he would leave a note in the system confirming that we would check out at 2:00 pm. However, on our final day, when I went back to our room to collect our luggage, I discovered that our key card had already been deactivated. At reception, I was told that Ali had apparently left a note asking whether a later check-out was possible and that I was supposed to return the following day to confirm it. This was completely different from what Ali had told me directly. I spoke to Aida again, and once again the explanation was that it was a “misunderstanding”. I then found a Jet2 representative and raised the issue with him. We sat down with Aida again and I explained everything. Unfortunately, I was told that the hotel was not obligated to do anything. My concern is that if I had not questioned the situation and asked for clarification, I could potentially have been charged €80 despite having been told that a 2:00 pm check-out was free. Restaurant and staff issues Some members of staff were friendly and hardworking, but unfortunately others were extremely poor in their attitude and customer service. One restaurant employee, Sergio, was particularly rude towards my son, which I also reported to Aida. On another occasion, I found a hair in a yoghurt. I contacted Sergio, who took the yoghurt back to the kitchen. We also went to the restaurant for lunch and wanted onion rings, but there were none left. I spoke to Pablo, who went to the kitchen and asked about them. He told us to wait. My son and I waited for approximately 20 minutes, after which the chef came out with a completely different dish and simply told us that when the food is finished, it is finished. This was not the level of service I expected. Hygiene and health & safety There were also serious concerns regarding cleanliness and hygiene. Before leaving the hotel, we went to take a shower and found a cockroach in the shower area. We also found dirty glasses in the bar. In my opinion, the hotel needs significant improvement in its hygiene, cleanliness and health & safety standards. I was particularly concerned about an incident in the Tropical Bar area where a child was climbing the walls and the top of a tent at considerable height, creating an obvious risk of serious injury. We tried to get the child down but were unsuccessful. As I could not see the child's parents, I approached a manager named Andries and explained my concern. Unfortunately, his response was that he was not the child's mother or father. I explained again that the child could seriously injure himself, but he appeared to dismiss the concern and continued talking to his friend near the bar. The only person who took the situation seriously was a member of the animation team. Eventually, their intervention helped and the child came down. I found this particularly concerning because I would expect hotel management to take responsibility for obvious safety risks on their premises, regardless of whether the child was their own guest or not. Overall experience The location of the hotel was convenient, and I want to acknowledge that David, Mario and the Animation Team worked hard and were friendly, welcoming and helpful. They are the main reason I have given the hotel 2 stars rather than 1. However, the positive experiences with a few staff members could not compensate for the number of problems we encountered. During our stay, we experienced: Problems accessing our room A room not prepared for four guests Repeated shortages of towels Empty bathroom toiletries Missing tea, coffee, milk and sugar A leaking ceiling and mould A non-functioning room telephone Poor communication from reception Conflicting information regarding late check-out A potentially incorrect €80 charge Poor handling of our anniversary request A birthday card instead of an anniversary card A hair found in food Poor restaurant service Rude behaviour towards my son A cockroach in the shower area Dirty glasses in the bar Concerns about management's response to a serious child safety issue Considering the price paid and the fact that this is presented as a 4-star Hyatt property, I expected a significantly higher standard of cleanliness, communication, customer service and management. Unfortunately, I left feeling that my complaints were repeatedly dismissed as “misunderstandings” rather than properly investigated and resolved. In my opinion, the hotel needs substantial improvement, particularly in housekeeping, hygiene, health and safety, staff training, communication and management oversight. I hope the hotel takes this feedback seriously and uses it to improve the experience for future guests. Based on my experience, however, I do not feel that the hotel currently delivers the standard I would expect from a Hyatt-branded property"

"We stayed here for a week with our family. Check-in was smooth and we settled in well on the first day, but the trip was let down by a lack of professionalism from the management team. When we asked about the 3 pool tables to check whether they were booked or out of order, we were rudely told to just read the sign instead of getting an apology — even though the tables were clearly advertised as part of the hotel, none of them were actually usable. One evening, we were approached outside by Maria, who introduced herself as the bar manager, and told that we could only have one drink per person — even though some of us had ordered just one alcoholic drink alongside a glass of water. A more professional approach, or at least a clear explanation of the rules, would have gone a long way. My sister in law approached to kindly raise this as a concern but was told that Maria that it must be the language barrier - funny this is cos we're also fluent speakers of two language and this has never been an excuse to disrespect anyone! The lobby lights were switched off without any warning — right at midnight, mid-conversation, the lights would suddenly cut out. Our linens were changed regularly, but dirty cups left on the table sat there for all 7 nights. Overall, the stay was average and didn’t come close to reflecting what we paid for."