"I want to start by saying that the hotel is lovely when looking from the outside, the location is perfect if you want to be away from the busy side of Cala d’Or and the the grounds, dining area and pool of the adults only hotel are lovely and clean. Other positives were the breakfast service and the staff being friendly and polite.
Unfortunately, that’s where the positives ended, we didn’t enjoy our stay because of numerous issues that I will outline in this review, but we wouldn’t recommend the hotel to others.
I want to add that we’re not people who complain without giving the opportunity to fix the issue first, we went to reception every single morning to try find a resolution to our issues, and whilst the staff were nice, there wasn’t much done to help us (some things were done but it took a long time!)
We visited during a heatwave, with incredibly high humidity, in these conditions you usually find relief from the aircon in your hotel room - unfortunately for us our room never reached below 26 degrees and always felt incredibly muggy. The aircon was ‘working’ by blowing out small bursts of cold air, but it was not consistent and we often woke in the night sweating as it felt like the aircon had switched off. Alongside this we noticed our room door (which leads directly outside) had a huge gap where hot air was coming in.
Along with this two lights in our bathroom were consistently flickering with one eventually going out leaving the bathroom incredibly dark, our fridge was essentially a cupboard (it never got cold) and after a long evening of travel when we got to our room (1am) we wanted to pour ourself some water to find both glasses still had liquid in them and someone’s lipstick marks on them!
As mentioned we went to the reception first thing the next morning, we were told they would send someone to our room and would fix the issues. We thought great! So went about our day, when we returned to our room at around 5pm nothing had changed. So again we went to reception who said someone will come see us as soon as possible, nothing happened.
So again we went the next morning, this time we asked for a resolution there and then, mainly could they fix the aircon and if not can we move rooms? they said it will all be fixed and that we cannot move rooms, we came back again after a hot day at the beach to find a fan in our room (to push the hot air around), aircon still not working, lipstick stain glass still there (but the cleaner had been), lights still flickering and our warm fridge still keeping everything warm.
So again we went to reception the next morning, again were told something will be done. That evening whilst I was getting changed and my partner was in the shower a maintenance man appears (finally!) but I was in a towel and my partner in the shower, I explained this to the man and said please come back in 15 minutes… we waited, no one returned and we went to dinner. Upon returning at around 11pm and we got a new fridge (yay?) I considered keeping it open to see if that cooled the room down (I’m being sarcastic) but nothing else fixed.
At this point we were deflated and HOT and just accepted fate that we were destined to be a sweaty mess, that was until the next day when I became ill and needed to see a doctor. Antibiotics and advice to rest, stay cool and out of the sun - great I’ll live in the fridge. Joking aside, we felt the need to now go back to reception and tell them that I am now poorly and the fact I cannot cool down is making it worse. Guess what, nothing happened. And to make matters worse my husband suffered from intense prickly heat which warranted another visit to the pharmacy and advice to ‘try cool down’.
Then we spoke to Aline, the first time we saw her was day 4 of our holiday (out of 7) she was very sympathetic and apologised that nothing more had been done, and said she will get our room changed the next day in between room switchovers and someone will call us in the morning. The next morning we purposely stayed at the hotel, and waited for this new room, then we were called at 1pm, long story short this rooms aircon was only slightly better and we were shown enthusiastically with a infrared thermometer that ‘look this room is cooler it’s 24 degrees!’ …. No words, the aircon unit was set to 18c.
We hesitantly accepted it as we wanted to at least try, but then as we were switching we were told ‘could you please leave of your room as soon as you can so the cleaner can get it ready for someone to check in’… so some poor sod then had to have our old room with the issues still remaining.
We noticed upon check out when waiting for our transfer that the receptions aircon appeared to be broken too and multiple people were complaining about the same thing.
One thing I haven’t mentioned along with this is the evening food service, to not make this long review even longer I’ll summarise by saying that we ate there 2 out of the 7 nights, it left a lot to be desired often overcooked, cold, burnt and most items weren’t clearly labeled (that was fun for the vegetarian of the group) we also found that most nights all tables of 4 were taken when we arrived, and the options were to sit apart or sit apart and sit in the heat outside. We asked one evening for a table of 4 to be made up and this was the only time we found someone to be rude - so we didn’t ask again.
Overall, we seem to be the unlucky ones as every review we read prior to coming was positive, so we were incredibly shocked to be so let down. We understand heatwaves and illnesses are out of the control of the hotel (we don’t expect them to be god) but the aircon, and overall room maintenance is in their control.
Thank you if you made it this fair in the review, they get 2 stars because we thoroughly enjoyed breakfast and the pool, but the stay wasn’t worth the money we paid at all"
