"Visited the hotel and Puerto Pollensa for the first time this month for ten nights with my Wife and had an amazing time. The staff are so pleasant and helpful, always on hand to make your holiday experience as enjoyable as possible and as an intermediate Spanish speaker they helped me improve my vocabulary which was most welcome and I have promised to be more fluent on my return. Whilst an amazing experience there were just a few things that we both felt could be improved but is just a personal opinion and not a slight on the staff as a whole so forgive me for the detailed review.
On arrival we were greeted by the lovely Margo who gave us a glass of rose prosecco which was a nice touch. Having crohn's disease we were kindly given access to our room early however the down side was having to take our cases up four flights of stairs which was a negative especially given our cases were 22kg each and hand luggage as well, a concierge service is definitely required please. It was surprising that given the room was on the third floor there were no lifts accessible to our room and each time we went to our room during the day or evening it always felt a chore having to climb 4x8 steps each time. Hopefully there will be a potential possibility that even a single access lift could be put in place somehow at the front or rear of the stairs as we are in our early & mid 50's and struggled to climb them at times with the heat so it wouldn't be ideal for anybody older with health or mobility issues.
The hotel itself is spotless, we had a pool view suite on the 3rd floor which was very clean and balcony overlooking the pool with mountain views. The bed was extremely comfortable with a full length mirror in the bedroom, elsewhere there's access to a good size kitchen including a fridge and a hairdryer. There is access to a steamer for your clothes but wasn't great especially for linen clothing. I did ask for an iron at reception however this burnt my shirt and then went on fire! No smoke alarms went off despite the room being full of smoke and I had to immediately unplug it and leave it outside on the balcony table whilst it smoked away!
The shower is excellent with a supply of shower gel/shampoo and conditioner. On the whole the room is excellent but the air conditioning could be cooler but not a huge issue and rooms are cleaned every other day.
The pool is beautiful and was good to see amenities for those with disabilities and mobility issues however around the pool itself it was lacking atmosphere so we asked other guests if we could play our own music on a speaker which was well received and seen much foot tapping to a bit of 70's, 80's and feel good songs! A DJ does play late afternoon on a Wednesday 4pm - 6pm but there definitely needs music played daily please and possibly some pool entertainment such as volleyball or similar for a brief period to add a bit of fun and atmosphere. Other guests did mention it would be nice to be offered little snacks or complimentary drink every now and then which would be a nice touch.
If you want a sunbed/lounger you need to get up early (before 8am) but on the whole it wasn't a struggle to find one during our stay. The poolside toilets are immaculate and close by including a disabled toilet. The bar and eating area is excellent, the food is delicious and all the drinks we had were very good quality. We stayed half board but only ate in for two nights, one being the BBQ but we wanted to explore Puerto Pollensa itself which is just incredible but what we did eat was delicious and so much to choose from.
Breakfast has a great amount of choice and caters for everyone, the omelette's are amazing and cooked fresh of your own choice and an array of choice, lovely and fresh too.
Unfortunately one thing we certainly noticed was the lack of security as regards to people who were clearly not guests at the hotel using the sun loungers thus taking up those who are legitimately paying to stay there as we seen a small group of young ladies who were joined daily for around 5 days by 3 or 4 friends at the pool but also going in to have breakfast! Whilst you are asked what room you are in for the evening meal we didn't see this happening for breakfast and felt aggrieved that others were having access to food and the pool for free, it's not cheap to stay here so we and many other guests also noticed this and were quite angry about what we witnessed for a number of days, they were so brazen and didn't seem to care as they were never approached or challenged at any time. Maybe the option of coloured wristbands with the date of your stay could be introduced to not only stop this but overall security itself especially regarding security of guests rooms and peace of mind?
Some loungers are taken up with towels from the morning and just left there for hours however everybody was pleased to see that on some days these were removed after a certain period which is the right thing to do as it seemed those leaving the towels were going out for the day, to the nearby old towns or the beach and stopping residents from using them which is selfish.
Despite the negative points listed which we feel are worth mentioning our overall stay was thoroughly enjoyed and already booked to return however we've booked the Junior Suite on the first floor with lift access just to make things less stressful.
Puerto Pollensa itself is just incredible! From the pine walks to the harbour to the square there's just so much to choose from but the area is spectacular in itself and we cannot wait to return, it's truly magical. Pollenca old town is a must to visit and has a wow factor to it especially the cathedral, the Calvari steps and the amazing back streets full of beautiful restaurants and bars.
Overall the hotel gives you what you want and the staff cannot do enough for you. If the little points raised were put in place we truly believe that it would make this hotel even more special than it already is."
