The Unexpected Ibiza Hotel formerly Ushuaia Tower

"⭐☆☆☆☆ Disappointing Experience at a Five-Star Hotel I rarely leave negative reviews, but my experience at this hotel was so disappointing that I feel obligated to warn future guests. For a hotel that presents itself as a five-star luxury property, I expected professionalism, transparency, and respectful customer service. Unfortunately, my experience fell far below those expectations. A dispute arose over a €100 charge. From the very beginning, I repeatedly asked the hotel manager, Filipe, to show me the written policy authorizing this charge. Over the course of two days, I requested the policy more than 20 times. Despite my repeated requests, Filipe refused to provide any written documentation. Instead, he repeatedly told me that he was “telling me the policy,” that I would be charged regardless of whether I agreed, and even stated words to the effect of, “I am the policy.” When I asked for his full name so that I could properly identify him in my complaint, he declined to provide it. He repeatedly directed me to check the hotel’s website, yet I could not find any written policy supporting the €100 charge. The situation then became increasingly uncomfortable. A security guard was instructed to follow me, and later Filipe and the security guard remained outside my hotel room while I waited for the police to arrive. When the police arrived, they were still standing outside my door. Only after the police arrived did the hotel produce a handbook. However, the handbook shown to the police did not contain the alleged €100 charge or any written policy supporting it. At that point, the explanation for the charge also changed. Another incident that I found completely unacceptable was that hotel staff entered my room without my permission while my friend was showering and in a state of undress, instructing my friend to come out and get dressed. I found this to be a serious invasion of privacy. I fully understand that hotels have rules and that guests are expected to follow them. However, if a hotel intends to impose additional charges, those charges should be clearly disclosed in writing, applied consistently, and supported by transparent documentation. Refusing to provide the written basis for a charge while insisting that payment is mandatory is simply not the level of professionalism I expect from a five-star hotel. I ultimately had to involve the police because I could not obtain a clear written explanation or policy supporting the charge. I have also filed a formal consumer complaint regarding this incident. This review is not about €100. It is about transparency, accountability, and the way a paying guest was treated. I sincerely hope hotel management reviews this incident and improves both its policies and its standards of customer service. Unfortunately, based on my experience, I cannot recommend staying at this hotel."

"The Hotel is great for party, never dissapoint. Special Thank you to MJ, she was very helpful and absolutely sympatic and kind. We just loved her service!"

"The security is AWFUL. DO NOT COME HERE. TOURIST TRAP AWFUL EMPLOYEES. My friend doing nothing watching the show was suddenly choked out by a big black security guard. GET IT TOGETHER."