Fontanellas Playa

"the location is very nice and palma is very accessible by bus but the service isn’t the best and for us as young women really disrespectful. In the morning at breakfast we were a few minuets over the time when it closes, I still had a small bread on my plate but the servants were insisting for us to leave … plates got ripped out of the hand and as we proceeded to take the bread on the go (mind you its as big as a little croissant) they started shouting at us that we couldn’t take it with us. I’d completely understand if they’d had cleaned up everything else but all the tabled were dirty and even had cutlery on them. This behaviour is unacceptable and really rude. Just because we’re young and female doesn’t mean that they can treat us like that. Service otherwise was really unpleasant and unhelpful as well. We had ants in the room and complained appropriately at the reception. After the ‘service’ was completed there were still ants everywhere and we saw that there was a majority of dead ants sticking on the floor. We assumed they stamped them with there feet and didn’t even clean afterwards!"

"My two young kids and I stayed here for 7 nights. We loved the pool and it was nice having the beach opposite the pool! The staff were exceptional (Laidy) at the pool bar was attentive to my kids and made the holiday special. I booked many months in advance so the value for money is amazing. It feels like a 5* hotel inside as all details are looked after, especially breakfast. I’m definitely coming back in October."

"Booking Experience I booked an apartment for 4 people (2 adults, 2 children aged 2 and 9) for June 13-15, specifically requesting a seaview. The booking was made over the phone directly with the hotel manager, and I provided my card details for payment. Arrival and First Impressions We arrived in the evening and were greeted by Marco, who was friendly and offered us a bottle of water—a small gesture that deserves recognition. However, upon entering our apartment, I was shocked to find that the so-called "seaview" was actually a view of the hotel's side facade and a neighboring property’s empty beer boxes. There was no real seaview as promised. Customer Service Failures Attempt to Resolve The next morning at 10:00am, I went to the reception to address the issue. David, the receptionist, was cold and dismissive, immediately claiming the hotel was fully booked and offering no help. Doubting his claim, I checked the hotel’s website and found that apartments were still available. Further Frustration I returned to the reception and spoke with Herbert, who finally agreed to change our apartment—but only if I paid an extra 50 euros for the "difference in price." The conversation quickly became accusatory, with Herbert insisting I had booked incorrectly online, despite my clear explanation that the booking was made by phone with the manager. The manager was unavailable all weekend, leaving no one empowered to resolve the situation fairly. Inconvenience and Lack of Compensation To move to the new apartment, I had to pack all our bags and check out, disrupting my children’s sleep and forcing us to wait outside until 15:00 for the new room to be ready. Instead of offering any compensation for the inconvenience, the hotel demanded more money from me. Staff Assessment Staff Member, Experience, Rating Marco (Reception, Night) - Friendly, welcoming, offered water 5 stars for his gesture David (Reception, Day) - Cold, unhelpful, dismissive 1 star Herbert (Reception, Day) - Rude, accusatory, unprofessional 1 star Cleaning Staff - Exceptionally kind and hardworking 5 stars, deserves a pay rise Final Thoughts As someone who has traveled to 80% of the world over 26 years, I have never encountered such poor customer service in the hospitality industry. The reception staff (David and Herbert) lack basic training, empathy, and problem-solving skills. They should not be working in this field. The management’s absence and unwillingness to address issues left a terrible impression. The only positive aspect was the cleaning staff, who were polite and diligent. I would not recommend Aparthotel Fontanellas Playa to anyone expecting honesty, professionalism, or genuine customer care. The experience was stressful, disappointing, and not worth the money or trouble."