"Certainly. Here's your complete review as one document with a **3-star rating**, incorporating everything you've shared in a clear, balanced and professional way.
⭐⭐⭐☆☆ **Clean hotel in a good location, but disappointing customer service**
We stayed at AluaSoul Palma for two weeks. Overall, we enjoyed our holiday and there are many positives about the hotel. However, repeated issues with customer service and communication meant our experience fell well below what we expected. The hotel has great potential, but the level of service simply did not match the quality of the facilities.
The hotel's location is very good, right on the seafront with lovely views across Palma Bay. It is convenient for both Palma and the airport, and there are restaurants, bars and shops within walking distance. However, compared with other hotels we have stayed at in Can Pastilla, it is slightly further away from the main concentration of restaurants and nightlife, meaning a longer walk if you enjoy eating out most evenings.
The hotel itself was spotlessly clean throughout our stay. Our room was comfortable, and the adults-only atmosphere made for a peaceful and relaxing holiday. Housekeeping did an excellent job every day and the hotel was very well maintained.
Breakfast was good overall, with plenty of hot and cold choices. However, the selection of fresh fruit was quite limited and could definitely be improved.
Unfortunately, our holiday didn't get off to the best start. At check-in, the receptionist initially couldn't find our booking, leaving us waiting while it was sorted out. Once the booking was located, we were given very little information about the hotel, its facilities or the activities available during our stay. We later discovered that we should have been given towel cards, but these weren't provided, meaning we had to return to reception to collect them. There were plenty of activities organised throughout the week, but we only became aware of them because of posters displayed around the hotel. Guests should be given this information when they check in so they know what is available.
Another issue during the first couple of days was the air conditioning in our room. It would work for a while and then repeatedly switch itself off, leaving the room uncomfortably warm. We reported the problem to reception three times before anyone came to investigate. When I spoke to reception, I felt my concerns were dismissed, and I was repeatedly shown how to operate the air conditioning, even though we were using it correctly. Eventually, they accepted there was a genuine fault and arranged for an electrician to repair it, as the hotel's own maintenance team were unable to fix the problem. Once repaired, the air conditioning worked perfectly for the remainder of our stay.
The timing of the pool cleaning also needs reviewing. On Monday, Wednesday and Friday mornings, the upper pool area was being cleaned at around 9:00 a.m., when many guests were already relaxing by the pool. Staff were hosing down the area while people were trying to lie on their sunbeds and enjoy the morning. This work should really be completed much earlier, before guests begin using the pool area.
The most disappointing part of our stay occurred when my elderly mother fell at the poolside and sustained an injury. We immediately called the lifeguard, but unfortunately we found the response to be of very little assistance. I then went to reception to explain what had happened and ask for ice while also contacting a doctor. Despite staff knowing that a guest had been injured, nobody came to check on my mother, ask if she needed assistance or offer any support. I arranged the medical help myself through reception, but throughout the incident we felt we were left to deal with the situation on our own. Thankfully, other guests showed more concern than the hotel staff. A simple gesture of care or someone checking that she was alright would have meant a great deal.
One particularly disappointing experience occurred during our second week. On Thursday, we sat down for lunch at approximately 1:05 p.m. We were told by a member of staff that the only food available was paella. As neither of us wanted paella, we assumed there were no other lunch options. The staff member's manner came across as abrupt, and I genuinely wondered whether she was joking because it seemed so unusual. Around five minutes later, the same member of staff returned to our table and told us that we could, in fact, order from the normal lunch menu after all. There was no apology or explanation for the confusion. It was a small incident, but it reflected what we felt was inconsistent communication and poor customer service.
While many members of the housekeeping team worked extremely hard, we found the overall standard of customer service disappointing. Some staff were not particularly friendly or welcoming, and on several occasions staff continued chatting amongst themselves while serving guests, which came across as unprofessional.
One experience that stood out was when I ordered a club sandwich without some of the usual ingredients. A member of staff laughed at my request, which made me feel uncomfortable and embarrassed. On another occasion, we gave a member of staff a tip of approximately €4–€5, which included some coins. Shortly afterwards, we noticed staff laughing and talking together. Although we cannot say for certain what they were discussing, it left us feeling uncomfortable and gave us the impression they may have been commenting on the tip.
The television in the room was another disappointment. There were only around four English-language channels available. While this wasn't a major issue, a wider choice would have been appreciated. The channels that were available also frequently lost signal and displayed a "Searching..." message, making them frustrating to watch.
Overall, AluaSoul Palma is a clean and comfortable hotel in a good location with many positive features. However, what lets it down is the inconsistency in customer service. We encountered too many situations where communication was poor, concerns were dismissed, or basic customer care was lacking. The way my mother's accident was handled was particularly disappointing and left a lasting impression.
With better staff training, improved communication at check-in, quicker responses to maintenance issues and a stronger focus on guest care, this hotel could easily deserve a much higher rating. We enjoyed many aspects of our holiday, but based on our overall experience, we feel a **3-star rating** is a fair reflection of our stay."
