Reverence Life — Hotel in Calvià

Staying at Senses Santa Ponsa for 10 days was in general a good experience. Unfortunately the hotel doesn't stand up to the 4 star standard and the service for the premium room is disappointing. Here is why.

The hotel has three buildings. Two 5 floors buildings with some pools and pool bars in between, and a 1 floor building across the street for the premium rooms, which has a small, 1 meter deep pool on the top. The restaurant is in the basement of the main building and it does not have any outside view, except for the side wall of the neighboring building. On the ground floor of the main building there is a lounge and a bar that is opened only for the evening shows. The evening shows are nice, but most of the singers are not very good. We only enjoyed it once, during the flamenco evening. The spa and gym are located in the building at the back. I didn't have the chance to try them out. The beach towels have to be rented for 10 euro. If you want to change them, it will be one euro extra for each change.

First what we liked: the sea view from the premium room and from the terrace is amazing the room is big and has a big balcony the bed and the pillows are very comfortable good quality slippers and bath robe welcome drink food was good (not amazing, just good)

What we didn't like: first of all the cleaning. I had to complain twice about changing the bed sheet. I was told that it's supposed to be changed after 3 night. For me, in 10 days it was only changed once. after I finally convinced them to change the bed, I received a dirty (washed) pillow (picture attached). I had to personally show the pillow at the reception, in order to get it changed the bathroom wasn't always cleaned by the room service (picture attached) when the bathroom was cleaned, it smelled as super cheap, budget detergent the clean towels also smelled as cheap detergent window and mirror were not cleaned at all for the duration of the trip. By now, you should get the point. Cleaning service is bad in all its aspects. Overall not a good experience for a 4 star premium room.

Other issues I faced: the dressing code for the basement restaurant is mandatory and enforced. I was scolded once because my evening jumpsuit had the sleeves too short. Honestly this was totally unprofessional I made the terrible mistake of ordering a sangria at the bar. It tasted terrible! Worse sangria I ever drank, similar to the 3 euro plastic bottle at the supermarket. Also I got it served in a beer glass, instead of a proper glass. the pools stink of chlorine. You can't swim for more than a few minutes the coffee at the restaurant is of poor quality. the pastry wasn't fresh the baggage scale isn't free, however there is a personal scale in the room the small fridge in the room was very noisy. After a few nights I had to unplug it, because it...

Sent this email last year and still had no reply...........

Hi,

Unfortunately, I am writing this email with a complaint which is not something I like to do.

We stayed at the Reverence Santa Ponsa in May 2023 for our 10th wedding anniversary and had such a good time we rebooked again for this year (30th April – 5th May 2024)

When we arrived the receptionist was very welcoming and informed us that we could have the same room as last year, room 2209 which was great.

The first night was great and we settle in to relaxing following some hard work back at home.

On the second night/early hours of the morning we were woken up by the neighbours in room 2210 banging doors, shouting loudly in the room and on the balcony with what sounded like 4-6 people having a party.

This was at about 3.30am Thursday 2nd May, Vicky and myself lay there not being able to sleep wondering what to do, I tried to phone reception but couldn’t get a dialling tone.

At about 4.00am and with no sign of the noise stopping, I got dressed and walked to reception to complain.

The night porter followed me up to the room and when we walked out on to the pool area from the ‘Life’ building you could hear the shouting and noise.

The night porter knocked on the door of 2210 and told them to keep the noise down, this had absolutely no effect and the noise carried on until 05.30am when the other people left the room, the couple in the room then sat talking on the balcony until 07.00am.

Then at 07.30am a workman in the car park started to bang away at the tarmac which woke us up again.

That morning, after breakfast we went to reception to complain and were told to return at 11am to speak with the manager (David)

David was very apologetic but was reluctant to speak with the individuals, His exact words were ‘lets see how it goes tonight’ and ‘we haven’t had any other complaints’ which is unacceptable.

At 2am the following night/early hours the doors were banging again and this time the couple in 2210 were having an argument and shouting at each other!

This time, following the phone being repaired I was able to call reception, I spoke to the same night porter who phoned them the couple next door and the noise was reduced slightly.

We understand that is impossible to control guests and noise, but what you can do is, deal with the situation correctly and make sure they are warned not to do it again.

The reason there was probably no other complaints was that 2210 is on the end so we were the only neighbours, plus it looked like there weren’t any guests staying below them on the first night.

As you can imagine this experience has spoilt what was supposed to be a relaxing wedding anniversary and could have been avoided with some stern words from the management.

I look forward to your response.

Regards

Matt...

Having just come back from a five night break at this hotel I definitely would not rate this hotel a four star at best at a push a three star for the following reasons: We paid a premium to stay in the Sunrise Building after reading online reviews before booking, only to be disappointed with the cleanliness of the building in general. The corridor floors were not cleaned once during our stay resulting in balls of hair and general grime and dirt on the floors, the floor in our room wasn’t cleaned once during our stay either! In the Sunset building there is a glass security door to access your rooms using your room psss on the ground floor. The glass in this door was smashed and a piece of cardboard taped over it. Health and Safety fail. Sometimes this door would not shut properly. This enabled other guest from the other buildings and some Spanish people who were not staying in this hotel to open the door and use the rooftop terrace. There was not many sun beds to use up there so sometimes we could not use this facility as it was already taken due to this ongoing issue. The snack bar not once during our stay was open. There was green algae all around the rim of this pool due to neglect. Also when using the lift in this building there is no signage for the floor levels. Usually standard stuff when staying in a four star hotel. The walls are very thin and you can hear everything when in your room. The television was very crooked on the wall and we could only get Spanish TV. The WiFi however was excellent. ( Thank goodness. )The main building was light and airy and the Receptionist were great.|The restaurant was vey busy at all times and the restaurant staff were always friendly but overworked. They did an extremely good job - A shout out to Dolores and Pierre as they are a credit to your hotel. Pierre made the best Pina Colada Cocktail I have ever had and for 10 eruos was reasonably priced. |The breakfast was excellent with lots of choice for everyone. The fresh cooked omelettes were amazing. Unfortunately, the evening menu was appalling ! Reused food from the previous day. Often very tasteless and not refilled quickly enough so I was unable to have some of the food I wanted. Very small selection of desserts to choose from and the same choice every night which was disappointing. We ate out some nights even though we paid for half board as did many other guest we had spoken to. The hotel is in a great location up a slight steep hill. Cavia beach is stunning at the end of the road and there are plenty of restaurants to eat out.|It’s a shame as this hotel has the potential to be amazing but needs direction from good management. Due to these issues, I wouldn’t visit this hotel again. We will visit Santa Ponsa again as it is stunning but in a different...