HM Balanguera Beach

"This was my 3rd time at this HM hotel in 10 years. We have stayed in several other HM hotels in Majorca with pleasure, and without experiencing some of the bits this hotel stay brought. This was unfortunately the least postive experience in terms of hospitality. Still a hotel with great aspects and potential. The energy and vibe this time felt empty and disengaged for us as guests. Here are the good bits though of course; - Room cleaning service 10/10 all week. Brilliant member of staff. Happy, friendly, a top job done every day - Jon at reception; welcoming, engaged, keen to help you enjoy your holiday, made excellent recommendations when asked for advice. Keen to ask how you got on afterwards. 10/10. - Great gym facility and a aesthetically physically welcoming reception area, bar area and lounge area. - Immaculate hotel all round, with fantastic air-conditioning, several places to get refreshing cold water to drink, cool in the room and reception areas. Very welcoming comfort wise. - Great check-out facilities to allow you to comfortably use the all-round facilities of the hotel until departure and get freshened up before doing so. The issues I want to share are 'no brainers' for me if choosing a 4-Star experience so want to be honest without being negative. These points could be easily to remedied if staff at Balanguera Beach are to read this review (they did not ask at the time); - Most staff in general, seem outwardly disinterested in guest experience at the hotel (Related to the breakfast room, the roof top facility - snacks or refreshments, staff availability and cordiality in some of the spaces, having suitable information sharing at check-in, for example) Facial expression, chat, body language. Mostly ignored, except at reception. - Minimal communication shared around the routine/expectations of the hotel during check-in. Thereafter, all communication initiated by them was negative about the rules in place. When it becomes more than one time getting negative communication about apparent mistakes, this can add up to coming across as a bit hostile. An unexpected guest experience. For example: - Pool towels are replaceable every 3 days - when returning them at the end of the 1st then 2nd second day, 2 days into our week stay, we were chastised for doing so on a daily basis, and informed by reception this was a 3 day turnaround only. (Something that cannot be guessed if no-one or no-where is sharing) Subsequently, a printed note was pushed under our door after hanging the 2-day old next set of pool towels over the balcony at night to dry. It's not the best experience or energy to bring, being reprimanded, written politely or otherwise, on your holiday, for this sort of thing, particularly with no information or signage communicated, or at all. Fair point if well-informed, however was not. - Was a distinct absence of any breakfast staff to check you in, or engage with you in the morning. After 2 days with no-one engaging with us at all, then on the 3rd day being approached with hostility in the centre of the restaurant, "Room number?" demanded brusquely, then staff exiting quickly without any further interaction. This felt embarrassing and inhospitable in front of other guests. Instead of being made to feel like we may intend 'stealing' our breakfast, a smile, or "Good Morning!" would have been far more welcoming and appreciated. - No staff were avaliable in person, as a matter of course, ever, on the roof top bar/pool area - one of the fabulous attractions of this hotel. Having to search for someone every time became really annoying so we avoided tje2 space altogether. There was a vibe from staff of being 'fed up' to come and look after you when you got them, without exception. Sometimes a phone was placed on the bar (another guest told us that this could be used to call downstairs for staff service - no other signage) Sometimes it was not. On the call, we were sometimes told to "Use the app" inconvenient for me without my phone and usually kept inside the safe in my room. When we chose to go down to the 1st floor bar ourselves, to try to access staff, we were not permitted to take any refreshments or snacks up to the roof ourselves so still had to abandon this. This was unrelaxing and off-putting as a guest experience. - Unlike other 2 previous highly enjoyable stays here (hence my decision to chose Balanguera for a 3rd time) this time staff have come across as disinterested in guests unless they are forced to interact with them. It seems like they are not especially happy at work or with guests. On 3 separate occasions, initiated in conversations by other guests, this was openly mentioned. - Indicative of the hotel energy and its hospitality (but certainly not of our stay in Majorca, which was fantastic) but unique to this time, the evening of the Spain competing in the World Cup Final was by far one of the most unusual and unexpected. All around Majorca the bars, cafés, local homes, supermarkets etc everywhere the eye could see, there was an excitement and an atmosphere, Spanish flags and garlands around necks, extra hospitality put on, a busy, energetic happy buzz for the game. How exciting. What an opportunity for bringing guests together and enjoy. At the beautiful rooftop area, there was a small TV in the corner, 1 member of staff at the bar by themselves, a couple of extra seats put out than during the day and there was a complete flatness of atmosphere akin only to waiting at the dental surgery for an appointment. Guests pulled sunbeds around from the pool area to try to sit on together but with the screen so small so far in the corner and in front of the bar, it did not land well. It was so awkward, empty and a disappointment for such a unique occasion. It was fuelled by overhearing other guests discuss the silence and lack of atmosphere as well. People left. I do not think there was any attempt at entertainment at this hotel though, which was a surprise compared to other HMs. Being solution focused though... - maybe provide a tablet for guests to scan for service if you insist on such reduced staff/interaction for achieving suitable hospitality - physically staff the rooftop space again all day, especially in busy July - set out your hotel expectations (rules) clearly on arrival to avoid your clear disappointment at guest misgivings and having them, in turn, feel unnecessary disappointment at being reprimanded for getting something wrong during their holidays. Instead of a reactive note under a door, a checklist of basic housekeeping might feel more hospitable. Avoid assuming everyone should have their phone in their hand as constantly as well, and consider human experience instead. (HM Ayron Park do this first-class and for not much more budget wise and 5-Star) - revisit the simplicity and positive impact of good human connection and interaction at a place of work, and consider what guests might want to experience on their holiday. Give less energy to such negative transactions. A 4-Star hotel presented as this should not feel unrelaxing but instead refreshing - physically it did, but missed hugely human touch. The most hospitable and energetic chat for us happened on the last day checking out, prior to our departure, organising where, when and how to get a shower. So keen to help with getting ready to leave, animated, offered fresh towels even without asking! 😂 😂 You're welcome!"

"Just returned from a lovely 5 night stay with my daughter and what a beautiful hotel it is. From someone that always stays in an all inclusive hotel normally either being a Barut or a Mitsis I was pleasantly surprised how well this all worked. We stayed bed and breakfast which was fine , they had a nice selection of everything in my opinion that I would expect from an all inclusive omelette, fried eggs , salmon, pastries you name it . I also thought it was a lovely touch that you could have a glass or two of Prosecco with your breakfast! All very clean and a beautiful scent throughout the hotel as mentioned in previous reviews. Cannot fault this hotel would definitely come back and only ten minutes from the airport. Lastly I would like to thank the staff for letting us keep our room on until 6 pm which I was more than happy to pay for as my daughter wasn’t feeling well and this was much appreciated, can’t thank you enough. I would definitely recommend this Hotel ."

"Great hotel! Lovely ambience and close to the beach"