"Dear Management Team,
I would first like to thank the concierge team, especially Anwar, Maria, and Yasmine, for their support and hospitality throughout my stay.
Unfortunately, there were a few issues that made my stay uncomfortable, and the final incident upon my checkout today has genuinely made me think twice about returning to the hotel.
Firstly, the air conditioning in the room was not working properly. The room remained warm most of the time, which affected the comfort of my stay.
Secondly, the housekeeping service was not expect from a five-star hotel. Throughout my stay, I had to repeatedly request basic amenities such as tissue boxes, bottled water, room cleaning, and changing the bed sheets. Having to constantly follow up for these requests took away from the comfort and experience of the stay.
My main concern, however, relates to two incidents involving a staff member named Gafnit.
The first occurred when my sister called regarding the housekeeping delays. Instead of handling the matter professionally, Gafnit was impolite, disrespectful, and abruptly ended the call.
The second incident happened after I had already checked out. I received a WhatsApp message regarding additional charges. One of the items was incorrect, and when I questioned why these charges had not been identified before checkout, I was told we had not given the front desk enough time to inspect the room, which is simply not true, as we specifically asked him to do so.What I found most unacceptable was being asked, in a rude and confrontational manner, “So you don’t want to pay?”
If I had already prepaid my stay, left a generous tip for the team, and even a bottle of wine as a gesture of appreciation, would settling any legitimate outstanding charges really have been an issue? Especially as a returning guest who visits Ibiza almost every year, makes high-end bookings, and whose profile is well known to your concierge team.
This was never about the amount. It was about the assumption that I was unwilling to pay. I found that comment deeply insulting and extremely disrespectful, and I genuinely felt judged and discriminated against by the way I was addressed.
I have always spoken highly of your hotel to my friends and network and was already planning to return later this year. However, this experience has made me reconsider. It is unfortunate that the behaviour of one staff member can overshadow an otherwise enjoyable stay and influence loyal guests not to return.
I sincerely hope this feedback reaches your senior management, as I would hate to see the hotel lose valued guests because of the conduct of a single employee.
regards,
Reem Binalshaikh"
