Smy Portocolom

"Our recent stay at Hotel Smy Vistamar, Portocolom was extremely disappointing due to serious safety and accessibility issues. My father-in-law, suffered a fall in his hotel room after water from the shower flooded into the bedroom area. Housekeeping later had to mop the floor to remove the water, indicating what appeared to be a design fault rather than an isolated incident. The consequences of this fall were severe. On returning to the UK, my father-in-law was rushed to hospital directly from the airport and underwent surgery the following day for a broken hip. Now, more than eight weeks later, he is still struggling with mobility and living a restricted lifestyle as a result of this accident. This has had a lasting impact on both him and our wider family. Despite reporting the incident immediately, we were refused an accident report form, and it took over eight weeks for the hotel to respond to our formal complaint. The management showed little empathy or accountability, even after we heard of another guest experiencing the same flooding issue. Accessibility at the property is very limited. For wheelchair users: • The restaurant has no accessible toilet, meaning guests must cross a road to the main building to use one. • The pool area near the restaurant offers no accessible toilet facilities without steps. • The hotel refused to provide a wheelchair without additional payment. Following the accident, it took three days to be transferred to an accessible room, during which time family members had to physically assist with moving my father-in-law to and from bed and the bathroom. Given that our group of twelve spent a significant amount on this holiday, the lack of care, accessibility, and compassion was extremely disappointing. What should have been a special family occasion was overshadowed by a serious and preventable accident and by the hotel’s inadequate handling of the situation. This property is not suitable for guests with mobility needs, and we would strongly urge the management to review their facilities and their approach to guest safety and welfare."

"We stayed at SMY Vistamar Portocolom in Majorca and, while the area itself is lovely and peaceful, our experience at this hotel was extremely distressing and upsetting. The hotel is in a quiet location, opposite a beautiful harbour, and only a short taxi ride to Cala d’Or, which is absolutely worth visiting. However, beyond that, there isn’t much to do nearby – which would have been fine, had our stay not been completely overshadowed by a serious incident caused by the hotel’s poor maintenance and lack of responsibility. During our stay, my grandfather fell coming out of the shower due to flooding in the bathroom caused by a clogged and overflowing shower drain. The floor became slippery, resulting in a serious fall and injury. He later required surgery after returning home, which has been devastating for our family. When the incident was reported and a doctor was called through reception, only a cleaner and a maintenance worker attended the scene. The cleaner mopped up a significant amount of water on the bedroom floor, and we have photographic evidence showing the extent of the flooding and soaked towels. What made this situation even worse was the complete lack of care, empathy, or support from hotel staff afterwards. At no point did anyone check on my grandfather’s wellbeing, offer medical help, or even ask if there was anything they could do to assist us. We had to chase everything ourselves – from basic medical arrangements to requests for accessibility support. We were refused the use of a wheelchair unless we paid for it ourselves, despite the accident being caused by the hotel’s facilities. It took three days before we were moved into an accessible room. Even then, no one offered an accident report form, which is a basic requirement in situations like this. The next day, my partner clearly overheard another couple at reception complaining about the same flooding issue in their room. The hotel has since denied any record of such complaints, which feels dishonest and deeply concerning. Later in the week, the hotel manager was sheepishly lingering around our family during dinner, clearly uncomfortable about the situation but making no effort to apologise or take accountability. This hotel is not safe, especially for elderly guests or anyone with mobility issues. Their facilities are poorly maintained, and the staff’s lack of compassion during a medical emergency was disgraceful. Please rethink staying here, especially if you are travelling with older relatives or anyone who may need extra support. What should have been a relaxing family holiday turned into a traumatic and painful experience that could easily have been prevented."

"I scored this hotel 3stars only because I couldn't give 2:1/2. My wife & I arrived 26th Sept at 13:10 only to be told "Your room isn't ready.....come back in an hour" No apology or "have a drink on us while you're waiting. The smiling, welcoming receptionist who other guests encountered must have been on holiday!!! The room we were finally allocated (110) was not on their photo gallery, it was small, no desk & looked onto the bars' roof. No phone ,no tea/coffee making facilities, Not a great start for a hotel, advertised as 4star😒 Although the hotel is a nice building, spotlessly clean & in a lovely location there are only a couple of Bars & Restaurants in the nearby village square. Unless you wish to lie around the pools all day, don't visit Porto Colom. As for the hotels' food, not a great choice, and despite previous guests reporting hot meals as lukewarm in April, nothing seems to have been done to resolve this problem by September. Again not 4star. Daily room service was excellent with fresh towels when requested. Very disappointed with the Vistamar & will not be returning or recommending it to anyone looking to holiday here!!!"