"Our initial impression of the hotel was positive. The location was very nice, breakfas5 was good, the room was clean, and we had enough view from the third floor.
Unfortunately, what happened on our second day completely changed our experience of the hotel and affected a significant part of our holiday.
We arrived on Tuesday around noon. On Wednesday, sometime between approximately 4:00 and 6:00 p.m., two mobile phones were stolen from our room. When we discovered this, the room door was locked and there were no visible signs of forced entry. We reported the incident to the hotel and they advise to go to the police. I asked the hotel staff if police would come to the hotel and the answer was negative.
The manager did try to arrange a taxi for us at that point, although we were later told that a taxi could not come because of traffic problems. The hotel also allowed us to use the reception phone and told us that we could make calls from our room. We tried, but for some reason we were unable to get through to the numbers we needed in Finland.
What disappointed me most, apart from the theft itself, was the overall response from hotel management. The manager asked whether the phones had been kept in the room safe. When we said they had not, his reaction gave us the impression that there was essentially nothing the hotel could or would do.
I understand that valuables can be placed in a safe, but I also believe that guests should reasonably expect belongings inside a locked hotel room to be secure. These were mobile phones in our room, not items left unattended in a public area. One of the phones was in a zipped pocket of a zipped bag inside the closed wardrobe.
The consequences took up a considerable part of our holiday. On Wednesday evening we went to Guardia Civil, but without access to our phones and some of the information we needed, there was only so much we could do. After returning, we met two very kind Finnish ladies who let us use their phones. From their Finnish phones we were finally able to get through and contact our mobile operator and bank, which was an enormous help at a very stressful moment.
The following morning we had to return to Guardia Civil and continue dealing with everything, and we did not get back until around 2:30 p.m. on Thursday. What should have been a relaxing 4- day holiday had suddenly become hours of police visits, calls, account security issues and considerable stress.
After something this serious happened inside the hotel, we expected much more support, concern and involvement from the hotel management. While we were sitting at reception trying to access our email accounts from a computer, the manager offered us water, a soft drink or a beer. Apart from this and the attempts to help us with a taxi and telephone calls, however, we received very little further assistance or support and were essentially left to deal with the situation ourselves.
I am not claiming to know how the phones were taken or who was responsible. That is a matter for the police investigation. But I can describe what happened to us: two phones disappeared from inside our locked hotel room, there were no visible signs of forced entry, and the response from management made us feel that the seriousness of what had happened was being dismissed.
After returning home, I looked through previous guest reviews of this hotel and found a number of reviews in which other guests described belongings disappearing from their hotel rooms. I genuinely wish I had read those reviews before booking.
A hotel cannot necessarily prevent every incident, but guests should be able to feel that their belongings are secure inside a locked room. How management responds when something this serious happens also matters enormously. Unfortunately, both the incident and the way it was handled significantly affected our holiday.
Finally, I would like to thank to Guardia Civil in Magaluf for their professional and prompt handling of the issue. After we reported the theft, officers attended the hotel as part of their investigation. We were informed by the hotel that they had provided Guardia Civil with the evidence requested. I sincerely hope that the person responsible for taking our phones will eventually be identified.
One of the stolen phones was a lavender Samsung Galaxy Z Fold8, less than one month old, which remained offline since it disappeared. If anyone is offered a phone matching this description through a private seller or online market place, please check its origin and status carefully before buying it.
And to whoever took them: you may find that using or selling those phones is considerably more difficult than you expected."
