Cap Vermell Grand Hotel — Hotel in Capdepera

Whilst the hotel and grounds are aesthetically lovely, including the pool area, there were a number of deficiencies with our stay which we would not expect of a 5* hotel. I have tried to raise with the hotel but they have ignored my emails. ||I have set out the issues with our stay below: ||1. The service was generally sub-par - any requests for additional service via the iPad were apparently ignored. If the ipad should not be used for this - guests should be told/ it shouldn’t be provided as an option. ||2. On one day our room was not cleaned at all - I had submitted a request on the iPad around lunchtime to ask for it to be cleaned as we had clearly been missed in the morning. We went back out and on our return around 5pm the room still hadn’t been cleaned/ fridge restocked etc. I called reception and advised that we would be out between approximately 6pm and 9pm. We arrived back slightly early at 8.50pm - the room had not been cleaned. We needed to put our two year old to bed. I went to reception to complain and was treated rudely by the staff member at the desk, who suggested it was my fault the room had not been cleaned. I found out that the cleaners had just arrived at the room but as my son was going to bed it was not suitable for them to clean the room then. I was told by the staff member on the desk that they did not know we had a child in the room and that a late clean would not be suitable. This is unacceptable - the booking included my son, the room contained a cot and I would expect the hotel to therefore know we had a child with us. For the price we should not be left with a room that has not been cleaned / restocked. ||3. The cleaning standard in the rooms was poor (around the edges of the sinks / taps and floor were grimy and not cleaned properly. ||4. One day our room flooded. Whilst this was cleaned up after we reported this, we did not receive an apology for what is clearly a major issue. It is unsafe to have wet tiled floor for adults, let alone a toddler - and I wouldn’t expect rooms to leak like this when the room rates are so incredibly high. ||5. There was no service around the pool. I think on one of the 7 days we were there, my husband was offered a drink. Otherwise you have to go to the pool bar. I find this surprising at a 5* hotel. Plates were left for many hours attracting insects by our sun beds - so we moved. There is also no toilet near the pool - which is particularly inconvenient when holidaying with children.||6. We were not told the Japanese restaurant would be closed on making our booking. The remaining selection of restaurants were generally average / overpriced and the choice of children’s food extremely poor. Children’s meals (such as fish fingers and chips) were not served with any vegetables - I find this astounding for the price. | |7. Breakfast service was chaotic. On a couple of occasions we were told to find a table only to discover all were in use or otherwise hadn’t been cleared. For some reason half of the breakfast room had been cordoned off so there weren’t enough clear tables / enough staff to clear the ones where guests had left. There were lots of flies on the fruit - which ought to be covered. Breakfast was never explained to us - as such we didn’t realise until our last day that you could order more than one item each off of the menu. Had we known we would have ordered more. ||8. Each time I visited reception I was left waiting. Again, there was no apology by the person at the desk for the wait. This is so far below the standard I would expect of a hotel in this class. I have had better service at Premier Inn. When paying the main bill on the evening before checkout, I was not asked how my stay was. There was no apology for the issues with the room etc. I don’t think anyone there appears to care. I had been waiting so long to be seen and wanted to get back to the room by that point, and also had no confidence that I would even be listened to (following my experience with reception re the housekeeping issue). ||9. We left at 4.30am in the morning on our last day. Our bags were brought down by hotel staff on their buggy - but our smaller suitcase with my son’s clothes in was left at the front of the buggy by hotel staff. I was busy strapping my son into his car seat and my husband was paying our last bill inside - and so we did not notice this until we unloaded the bags at the airport. I now wish I had unloaded the bags from the buggy myself. The staff member I spoke to on the phone was nice - but again I was made to feel like I was at fault when in reality if you are delivering bags then the hotel is surely responsible for unloading these and guests aren’t expected to climb into the front or the buggy to retrieve them. Because we did not have the suitcase for our journey, we had no clothes for my son to travel in, which was uncomfortable for him as he was left in just his pyjamas. ||Despite raising the above issues with the hotel I have been ignored. If travelling to Majorca, particularly with children, I would suggest...

Response to hotels response on trip advisor and google reviews: Your response continues to further establish my experience. The only thing that needs to be made clear is that you are not running a 5-star establishment, it is a 3-star experience at best. My experience while staying at Cap Vermell and the review that I have provided is not solely based on the "free breakfast" situation, that was just the first surprise that I encountered upon my arrival. My "companion" that I was traveling with is my wife, which we told you upon check-in. We were celebrating our anniversary, which we told you upon arrival. It is extremely disrespectful to us that you continue to address her as my companion. Before our stay at Cap Vermell, we stayed at the St. Regis in Palma, a true 5-star establishment. When I checked in, I had also not included her on the booking and upon arrival we were not met with any issue at all. In fact, we were greeted with snacks & champagne as they had noted we were celebrating our anniversary. As we sipped champagne, they completed our check-in process & showed us to our room. We were consistently addressed as a married couple with respect & not once questioned about why I didn't add her to my booking reservation. We were also not charged an additional fee. To be clear, we would have been fine with being charged an additional "resort fee" if necessary but it was absolutely never brought up. Upon check in & check out I was asked "Why did you book for one person?" A true 5-star hotel would have never asked that question as they know it is not their business. This is inappropriate & unprofessional & again is giving 3-star level. Upon check-in at your establishment, paperwork noted me as "Mr. Templar Tunon" and there I sat in front of you, obviously a woman. This was upsetting to say the least after being surprised with this additional $45/day charge for breakfast, questioned about my personal business, being disrespected as a gay woman visiting your establishment. As we arrived in our room, we discovered that my wife's suitcase had clearly been broken. We left the St. Regis with luggage that was not broken. We notified management to let them know it had been broken, we were met with accusations and were given directions on where we could drive to go purchase a new one. We were told that the manager would follow-up with us on the next day as he had already left for the day. My wife did her due diligence, not wanting to falsely accuse anyone herself and called the St. Regis, this was their response "We are certain that it was not broken at our hotel as we have trained all of our staff to alert management when something is broken, even if it arrived broken as it provides a level of protection for the staff as well. However, even if it was broken at the hotel you are currently at, we will pay for the luggage and ship you a new one to the hotel you are staying at now." The next day, no one came to find us, no one messaged us or emailed us - we went to find management to find out what could be done. We were met with quite the opposite experience. Again, we were accused of having arrived with broken luggage, trying to get money from them and told where we could then drive to go purchase something new. We now had to take time and money from our own vacation to go and find something comparable so we could continue on our trip which was not yet finished - we still had a week in Barcelona so traveling with a broken bag was not going to happen. It was only after my wife continued to make the point that it was ridiculous to ask us to pay a "breakfast fee" and then also pay for our luggage that was broken did they finally say they would offer $100 euros off the bill. Just to be clear - that is not giving us money back or taking care of the issue. We still had to pay for it out of pocket and go and get it ourselves. If you had trained your team with 5-star hospitality training, the response would have been something more like...

I booked the Cap Vermell Grand Hotel for my husband and I to stay in mid June as an end to our trip to Spain. The recent reviews were all negative, so it made me a bit nervous prior to checking in. We didn’t experience any of the criticisms written on TA and wanted to share our amazing stay. ||We stayed three nights and booked via Amex’s Fine Hotels program. Check in was a breeze. We had rented a car from Palma and had driven. We were greeted at the door, immediately handed water, and our luggage was handled as well as the car itself. We were given drinks at reception, our room was ready as well and we received an upgrade to a resort view suite. We were then driven to the room in a buggy and explained everything about the hotel (restaurant locations, pool/gym hours, shuttle to beach, etc). ||The room itself was large and clean. It seemed to be a Park Hyatt that they took private. We had a large outdoor balcony with furniture overlooking the pool areas. Bathroom was spacious as well and covered in marble. Additionally, there is a large closet area to store suitcases and hang clothes. Furniture style is not necessarily our style (darker woods, etc) but everything was clean and in order. The hotel also provides everything in the mini bar complimentary and is restocked daily (sodas, beer, water). ||We ate at every restaurant except for Voro. Service was fine and to be expected and on par with other hotels/ restaurants we visited in Spain. We only ever experienced delays getting the bill which seems to be common outside of the US. I think our favorite restaurant had to be Roka. The menu had a large variety and was very cool to see the chefs cooking outside. ||Breakfast was included in the room rate and had buffet style for things like fruit/yogurt/pastries and the rest was made to order and delivered by the waiters. The staff remembered us each day and were very friendly. Breakfast had good variety and they seemed to be okay with special requests based on what others were eating. ||There is one adults pool and one kids pool. The kid friendly pool was larger than the adults. Pool areas were a bit crowded but never overbearing. There are also call buttons to order food/drinks from your chairs. ||We drove to the beach two days while we were there which is a five minute drive. The hotel has a shuttle that takes you as well and picks up at hourly increments. I assume most people drive to the hotel so it’s probably easier and gives you more freedom to drive. The drive itself was about 5 minutes tops. Parking was easy as well. The hotel provides you beach towels, water, and a bag to carry it all and this is placed in your car when you tell them you are heading to the beach. The water was beautiful and calm. There are multiple restaurants to eat on the beach as well. ||My only callouts were that we couldn’t tell when housekeeping came to the room. It seemed like they came in the morning, but then we would get knocks around 5/6 for an additional turndown service. Not the end of the world and they constantly kept us stocked with both sparkling and still water. Only other callout is some of the water features in the restore walkways were under construction/dried out as they were working on them.||Overall a very relaxing stay. We would...