Hotel Palace Bonanza Playa & Spa — Hotel in Calvià

Nadia checked my friend and I in 11am Friday but was unable to find my booking, just my friends. I showed her my phone where I booked both rooms on the same reservation. It became a very time consuming process. Nadia took down our Driver's License #'s, gave us the hotel services list, corrected the hours of operations, explained Krystals requiring reservations, gave us room keys with room numbers, keys for towels for the pools and instructed us to return at 3pm for our receipts and to go into our rooms. We stayed at the pool bar with friends and returned at 3pm as Nadia directed but our issues continued. As per Kermin, Nadia checked us in wrong, checked us in as being from Sweden, gave us the wrong rooms, my friend went into his room and it was already occupied and he had to be moved. Nadia marked our room payments as $0 instead of the full amount we paid when we gave her our cards at check in. More frustration and more time wasted. I got to my room but returned to the desk 3 times because my room key didn't work. Once it did, I showered and changed as my friends and I were heading out for the rest of the day. After dressing, I went to plug my phone by the bed and lay down while waiting on my friends to get ready, however, the head of my bed and the side by the wall outlet smelled strongly of urine. I called the front desk, they sent a staff member up, he said he would have the bedding changed and have someone clean the room. On our way out I spoke to Kerim about the issues we experienced merely trying to check-in (Nadia was gone for the day). Kerim said he would have bottles of champagne brought to my friend and my room. We returned that night after 10pm, no bottles in the room, my room still smelled strongly of urine and the bedding had not been changed. The red throw previously laid at the foot of my bed was in the same pile I put it in when I left that afternoon to go out with my friends. I called the front desk and even went down explaining the urine smell and the bedding and that I felt uncomfortable being in that room. The reception desk said the cleaning staff was gone for the night and to come back in the morning and ask for my room to be changed as they were fully booked. I was forced to stay in a room smelling of urine and felt completely uncomfortable. I slept at the foot of my bed with the urine smell. My friend was already asleep and I did not want to wake or inconvenience him to sleep on his bed. The next morning at 730am I called the front desk again about changing rooms, waited for the call back, front desk told me they would call back in 5 minutes but the second call did not come so I packed my things and went to the lobby. I was informed the new room would not be ready until 3pm but I could still use the current room. I informed the staff that I was very uncomfortable in that room and it smelled like urine and I would not go back there. From about 8am to 3pm I had no room. I went to breakfast, went to my spa appointment and then the pool bar and restaurant and eventually checked into my new room at 3. My friends and I from being out in town after 10pm so I followed up with Kerim about the Champagne and waited til after 11pm to ensure the bottles we didnt receive the day before, were actually delivered. I appreciate Kerim doing what he could to help as well as Leo for delivering the bottles that night. However, I do not feel I received the stay that I paid for. The hotel amenities were lovely (food, drinks, view, spa with Laura) but amenities do not make up for the trouble experienced checking in and with my room or my friends. I did not receive the room that I paid for, was without a room for 7 hours still paid in full to be inconvenienced. I spend a lot of money traveling as do the people that travel with me. I will not stay here when I return to Spain. I will not bring my loved ones and friends here. I do not want people I care about to potentially experience what I did and these issues...

Hotel Palace Bonanza: A Comprehensive Review

Positive Aspects: Convenient proximity to the sea Attractive lobby design Well-maintained pool area

Negative Aspects: Staff professionalism and hospitality need improvement General cleanliness is below standard Room design feels outdated Modern amenities are lacking Unusual room layout Elevator safety concerns Issues with entrance cards Insufficient poolside sunbeds

The Room: Time for Modernization Upon entering our room, we were met with a design that seemed to have not been updated since the '70s. The unconventional layout, with the bathroom situated next to the entrance, was both inconvenient and impractical.

Furthermore, the quality of the balcony furniture and bed linen was not up to the standard expected at a luxury resort. The lack of modern amenities, such as multiple electrical sockets and Airplay-capable TV, added to the room's inadequacies.

Proposed Solutions: Comprehensive room renovation, including modern furnishings Investment in quality bed linen and upgraded TV system Additional electrical sockets near the bed

Cleanliness: Attention Required The standard of cleanliness was subpar throughout the hotel, from the guest rooms to the common areas. A more stringent cleaning protocol is needed to meet guests' expectations.

Proposed Solutions: Regular inspections and maintenance Implementation of robust cleaning protocols

Entrance Card: A Repeated Inconvenience Recurring issues with de-magnetized entrance cards led to frequent trips to the front desk, exacerbated by slow service.

Proposed Solutions: Card system upgrade Streamlining of front desk services

Poolside Sunbeds: A Need for Order The competition for poolside sunbeds created an uncomfortable atmosphere, with guests hoarding towels to reserve spots.

Moreover, the presence of an exclusive VIP area by the pool only furthered the frustration. At a resort that charges a premium price point, such exclusivity is out of place, as the level of service provided in the VIP area should be the standard across all pool areas. The notion of a VIP area under these circumstances is absolutely ridiculous and contradictory to the hotel’s luxury positioning.

Proposed Solutions: Fair sunbed reservation system Removal of the VIP area by the poolside, ensuring all areas meet luxury service standards Increase in the number of available sunbeds

Hospitality and Service: Room for Improvement The level of hospitality at the Hotel Palace Bonanza fell short of expectations, starting with the lack of a proper welcoming process. Service throughout the stay was consistently lacking, including turning guests away from the buffet despite appropriate attire, a complete absence of poolside service, and staff appearance issues such as sweating on the floor, tables, and food.

Proposed Solutions: Staff training in customer service and hospitality Welcoming procedure enhancement Review of dress code policies and alignment with the resort's standards Improvement in front desk efficiency

Conclusion My wife and I, having visited every country in Europe and around the Mediterranean Sea (from Italy, Greece, and France to Croatia, Turkey, and Cyprus), find ourselves in a unique position to evaluate the hospitality standards of the region. Never have we experienced this level of non-standard service and general lack of interest for us as guests as we encountered at Hotel Palace Bonanza. While the prime location and appealing lobby offer a promising first impression, the negative aspects outlined overshadow these features. By addressing the highlighted concerns and implementing the proposed solutions, the hotel has the opportunity to align its services with the luxury standards it promotes. These concerted efforts can elevate the guest experience and foster an environment of equality and luxury for all visitors, aligning with the quality expected at a resort of...

We stayed for one week in July. Lets talk about pros first: First impression was good. As soon as you walked in the hotel has a pleasant smell and sense. The ambience was nice and calm. Room was really nice as they upgraded us to an ocean view room on the 5th floor. Nice view of the pool and the ocean. Lots of sun during the day. It's equipped with a small rack to hang your clothes on the balcony as well. The bellman was really really nice I didn't catch his name but he was very helpful, patient and kind to us. He was the one who welcomed us when we first came and sadly we couldn't say goodbye. Even when we had a language barrier, he still showed lots of effort to understand us and help us with what he can. The housekeeping team is also amazing. We had trouble communicating with them but they are very kind and they did a great job every day cleaning the room. Whenever we come back at the end of the day it was clean and nice. Im thankful for these. The rate was very nice maybe because of Covid but we were happy that we had a good rate for the whole week + breakfast. The pool area was nice with lots of sunbeds and they provided us with towels too. Even tho there is no real beach access, the hotel created a fake small beach and the water there was so so clear (we know as we did beach hopping and none of it was this clear). Very nice to enjoy some sea swimming but the area is deep so i cant go too far out. They also had some aqua fitness in the pool for guests who want to join.

Cons: okay now lets talk about what we didn't like here .... The receptionist: the lady was okay, she was a bit in a hurry all the time but she was not rude to us. However, she didn't give us a warmth sense of welcome as well. There was this male receptionist who was a bit bald, I didn't get his name but he made us felt like we were disturbing him with our questions and concerns about the parking, the covid test, etc. He was not very helpful when we were a bit confused bout the street parking. When I was talking to him, even tho it was simple English but he didn't get what I was saying and also he kept cutting my words as i tried to explain him. Very rude in my opinion. These employees made us feel like we were freaking begging for their service and that we were getting it for free or sth even tho we pay for our stay..... left a very terrible sense of service in my stay as I came from hotelier background as well. In the shower in the room, the drain has a terrible smell that was strong and we had to kept the door of the shower open so the smell won't be so strong. The aircon was working but it was either too cold or too warm and the thermometer was a bit difficult to have the exact degree we want. I guess the facet of the hotel, in general, is old and needed renovation. The toiletries in the room was really bad we had to buy shampoos, shower gel from the supermarket. The breakfast was included in our rate and Im someone who always get very excited for hotel breakfast. It was quite disappointing tho. The choices were poor and the only good hot fresh dish was the omlette. The pastry like croissants were also super bad as well as if it was from the day before. The fruits were also good compared to other savory and sweet dishes. The thing that saved this experience was the staffs in the breakfast kitchen. Very friendly and kind to us. I had to do the covid test before getting back to Switzerland and the lady from the clinic that did the test was so annoyed for no freaking reason. It was like she was done of the day and cant wait for me to get tested and so she can fking leave..... The elevator was so so slow we had to walk sometimes. Overall, i was so surprised for a 4 star hotel to have staffs who are front with the guests and understand English that bad. There were miscommunications and language barrier almost everytime...