"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."
