"There are already very mixed reviews for this hotel, and after our stay, I can understand why. There are some positives, particularly the lovely staff and comfortable suites, but unfortunately, there was one very serious issue at the end of our stay that has completely changed how I feel about the hotel.
🚨 The most serious issue – a potentially dangerous gluten-free mistake
I specifically requested a gluten-free sandwich for my daughter who has coeliac for the morning of our departure. The hotel had the form with the request, so there was no misunderstanding about what was needed.
Despite this, when we returned to our room, the sandwich that had been left for her was made with normal wheat bread and was not labelled gluten-free.
Thankfully, I recognised the bread before my daughter ate it. If I had not noticed, she could have become extremely unwell. For someone who needs a strict gluten-free diet, this is not a small mistake. It is a serious error that could potentially have resulted in a hospital visit.
What makes this even more frustrating is that I had expressly requested the gluten-free sandwich in advance, and the hotel had the request recorded on the form. This was not a situation where they didn't know about her dietary requirement.
I was extremely upset by how little care appeared to have been taken with something that could have had serious consequences. When a hotel offers gluten-free options and knows that a guest requires gluten-free food, I expect the kitchen to take that responsibility seriously.
Honestly, this mistake alone made me reconsider my original rating. I originally would have given the hotel around 3 stars, but after this incident, I cannot justify more than 2 stars. Food safety and correctly providing a clearly requested gluten-free meal should be a basic requirement, especially when the hotel knows the food is for someone who cannot safely eat wheat.
👍 The good
The staff are lovely and deserve a special mention. Miriam from the cleaning team was fantastic, as were the animation team — Nerea, Narcis and Roxana. They were all friendly, approachable and clearly made an effort to make guests feel welcome.
The bar staff, including Mamba and Omar, were also brilliant. Everyone we dealt with was friendly and helpful.
The suites are another big positive. Our room was spacious and comfortable, and the beds were very comfortable. This is definitely one of the hotel's strengths.
I also appreciated that the hotel offers a gluten-free menu and says it takes care to prevent cross-contamination. This is a big positive for anyone with coeliac disease or gluten intolerance. Unfortunately, the quality of some of the gluten-free food could be improved. The gluten-free brownie was delicious on one evening, although it seemed to be a different recipe from the other days. The salmon was dry, but the pizza was good.
We have stayed at several hotels in Mallorca over the years and have experienced much better gluten-free food elsewhere and they didn’t had a dedicated menu.
👎 The food – a major disappointment
For us, the dinner was one of the biggest downsides of the hotel.
The selection was quite poor and, unfortunately, a lot of the food didn't look or taste particularly fresh. You certainly won't starve, but I ended up eating mostly chips and pizza because I simply didn't enjoy many of the other options.
I was especially disappointed because I would have loved to try more traditional Spanish and Mallorcan food, but there wasn't much that tempted me.
Even the churros were disappointing, which is quite an achievement!
For a hotel at this price point, I expected the food to be considerably better. The desserts were also very limited — mainly jelly and some rather sad-looking puddings.
🏊 Pools & sun loungers
Another major problem is the lack of sun loungers.
The main pool gets extremely busy and there simply aren't enough loungers for the number of guests. Across the road, there is another pool with a water slide and children's splash area, but that gets equally busy and by the afternoon it can be almost impossible to find a free lounger.
Simply put, there are too many guests for the number of sun loungers available.
There is also an adults-only pool, but this creates another strange situation. Adults are still using the loungers around the main pool, while the adults-only pool can be relatively empty. Meanwhile, children are crowded into a smaller area of the main pool.
It feels like the available space could be managed much better.
🎭 Entertainment
The evening entertainment was very hit and miss.
Out of the five nights we stayed, I would say around two nights were genuinely good and enjoyable. The rest were quite poor and didn't really offer much.
🍹 Evening drinks
Another thing to be aware of is that if you want a drink after dinner, you have to cross the road. The only bar open in the evening is across the road, next to the children's splash park.
It's not the end of the world, but it isn't exactly what you expect when staying at a hotel where you want to relax and have a drink in the evening.
🍪 Snacks
The snacks are also very basic — mainly crisps and biscuits.
Again, you won't go hungry, but compared with other hotels we've stayed at in Mallorca, this feels quite underwhelming.
Overall
There are definitely some good things about this hotel. The staff are excellent, the suites are comfortable and the gluten-free options are a good idea.
However, the poor food selection and quality, shortage of sun loungers, limited snacks, inconsistent entertainment and limited facilities bring the overall experience down.
Most importantly, the gluten-free sandwich incident is something I cannot overlook. I specifically requested a gluten-free sandwich for my daughter, the hotel had the request recorded, and yet a normal wheat bread sandwich was left in our room without a gluten-free label.
Thankfully, I noticed the bread before she ate it.
For me, this goes beyond simply receiving a disappointing meal. It was a potentially serious food-safety mistake involving a child with a known dietary requirement. I would strongly urge the hotel to review how special dietary requests are communicated between reception, housekeeping and the kitchen, because this should never happen.
For the same sort of money, we've stayed at hotels from the Hipotels and Protur groups and had a significantly better experience.
So, is this hotel terrible? Absolutely not.
Are there lovely staff and some good aspects? Yes.
Would I stay here again for the same price? Probably not.
After the gluten-free sandwich incident, 2 stars is the highest rating I feel comfortable giving. I only wish I had never had to question whether the food provided for my daughter was actually safe for her to eat."
