Castell dels Hams

"Arrived late as expected. Buffet laid on for those missing supper was rubbery pizza and chips, some miserable limp salad. Room was dirty. We complained. Night staff said morning staff would move us. Couldn't care less and didn't update morning staff. We got a cleaner room after a couple of hours discussions and calls to holiday company. One receptionist was outstanding, took over from the shrugging I don't care brigade and did address issues such as rude and uncaring staff, silverfish climbing onto my daighters plate, plates not been cleared and poor air-conditioning blowing mouldy smells and the dirty bedroom. Don't expect milk at breakfast or tea. Expect to argue for a banana. Expect lots of huffing and open palms thrown up. Expect not to use the customer lift at certain points as laundry doesn't go in a service lift. Expect general scruffiness and poor staffing levels, which it what we were told was the problem. Expect it to reek of cigarettes smoke."

"Incredible hotel! We have not long arrived back to the UK from this hotel and we were gutted to leave! From reading reviews before we left I was a bit concerned about arriving but I found it complete opposite. The hotel is lovely and big spacious welcoming reception on arrival. Reception staff very friendly and helpful. We stayed in one of the bungalows and upon arrival the air on was leaking we mentioned it to reception who apologised and fixed it straight away. The food we thought was fantastic. All inclusive places can be a big hit or miss with food but this hotel we found a hit. Fresh food, always had warm/hot meals, never once was cold like it had been sat ages. And tasted lovely! The restaurant was big and spacious always tables available. And the waiting staff were friendly and welcoming too. Good variety of foods to choose from, zero complaints. Also a great variety of tasty puddings! The bungalow was fab with being ground floor with a little terrace outside, great for the pram in and out. Also loved the little walkway outside the bungalows with nice plants and lights. Bungalow had a kettle, tea/coffee facilities which I didn’t realise and had packed a travel kettle, also had a fridge with a big bottle of water waiting inside nice and cold. The bungalow was spacious for myself partner and baby. Bathroom also very spacious, no complaints, clean and just a good room to get heads down for the evening. The entertainment team here are just amazing! Non stop activities during the day, and the evening entertainment was good to. Have to be early to get seats we found but we were happy to sit on the sun beds and watch from there. Also thought it was great they have a little rental place to rent baby floats/ pool noodles/ games etc, just leave a deposit and get it back on return before it shuts at 1pm or 7pm. Drinks and snack bar were good, staff friendly and welcoming. Pools were awesome plenty room, children’s pool was shallow and fab with the little splash park also. Pools were clean and fresh with showers dotted around them. Also thought it was good to have 2 sets of toilets by the pools as well. We didn’t have any issues with language barriers we found the hotel to be extremely welcoming, friendly and always there to help if needed any help was required. Overall we had an amazing 5 night stay we got a taxi to Porto Christo one day as we missed the free shuttle bus but was only around €6-7 for the journey. Porto cristo is worth a visit for sure with a beautiful beach/ harbour and daytime market (not sure of this is on daily or just happened to be there they say we went). Hotel just by Dino land and hams caves aswel. Iv never been back to the same hotel before but I would 100% return to this one, from start to finish we didn’t have one complaint or niggle it was just incredible. Hotel is around 45 minutes from the airport as well so that was another bonus as when booking the holiday company I booked with said it was around 1 hour 50 transfer so was a huge bonus being there after around 45 minutes from leaving the airport."

"Please avoid staying at this hotel! Although the catering was good and the entertainment staff worked hard, we had a number of problems during our stay . Most serious was the theft of some of my elderly mum’s jewellery from her room ( 3 rings, a pair of earrings and even a small prayer book). We didn’t notice items were missing straightaway as there was no sign of forced entry. There is no hotel security, and when we reported the jewellery stolen to reception , staff seemed indifferent and just told us which local police station we would need to attend to report the crime. They told us nothing like this had ever happened before. Whilst we were at the police station another couple arrived also from our hotel. They too had had valuables stolen from their room which was on the same floor as mums room, and on the same day. Indeed we learnt , the couple had spoken to the hotels entertainment staff, who confirmed thefts such as ours had occurred before on a number of occasions, over quite a period of time! Other issues were the poor Wi-Fi and air conditioning. We could not connect to the Wi-Fi whilst in our hotel room, this meant my children couldn’t easily use their smart devices, and we couldn’t contact my mum who had initially been placed in one of the hotels ‘bungalows’. The bungalow was some distance from the main hotel building, in which myself and my children had been housed. Worryingly, one night mum said someone had tried the bungalow door in the early hours and she became frightened but was unable to contact us on our mobiles due to lack of Wi-Fi and network signal. Also the bungalows air conditioning did not work, so the room was like a sweat box, and very poorly lit, it was like being down a coal mine. Really unpleasant conditions for anyone, let alone an elderly lady. After complaining to reception (who at first refused to relocate mum until ‘I had my booking modified’) and contacting the Jet2 UK support team - mum, thankfully, was finally moved to a room on the same floor as myself and my children. It still took 48 hours for this move to occur. Unfortunately the air conditioning in her new room eventually broke, with water running from the unit and pooling on the bedroom floor. We were so looking forward to our family holiday together. Instead of relaxing, our stay was largely stressful and upsetting. We don’t want anyone else to suffer the same experience."