Finca Serena Mallorca, member of Small Luxury Hotels — Hotel in Montuïri

Disappointing Start to What Should Have Been a Perfect Ending

We arrived at Finca Serena excited to wrap up our 10-day Mallorca trip at what’s marketed as a top-tier luxury property. Sadly, it’s been the biggest disappointment of our entire trip.

On the way to our room, we were hit with a strong sewage smell — not a passing whiff, but a lingering, offensive stench that only got worse the closer we got. It was clearly coming from the area outside our stretch of rooms, and it followed us into ours. We immediately returned to the front desk. A staff member came with us, confirmed the smell was awful, and said they had never noticed it before.

We asked for a room change. They told us nothing was available in our category, but offered us an “upgrade” — a loft room with no terrace or garden view (which we had specifically booked), up a steep staircase, and with a much darker interior. Not exactly an upgrade. They offered us a free dinner if we accepted the swap, which frankly felt like a weak attempt to smooth over a bad situation.

While we waited for someone to speak with management, we checked Expedia and found other rooms available — including ones with terraces. When we brought this up, the front desk staff seemed surprised. They said they’d speak to management again. Eventually, they returned and said they could offer another room — farther away, down a rocky path, and still without the enclosed private patio we had originally booked. All the while, Expedia continued to show other room options available.

We asked again to speak directly to a manager. The response? “Not until tomorrow.”

This isn’t a minor hiccup — it’s a major lapse in service, communication, and accountability. At this price point, it’s completely unacceptable.

To be clear: this isn’t a knock on the front desk team. Paula and Maria were kind, understanding, and clearly did what they could. But they were limited — either by policy or by management’s lack of engagement. The fault lies squarely with management for their poor problem-solving, lack of transparency, and unwillingness to personally address a legitimate issue.

Finca Serena might look the part, but it fell far short of the standards it claims to uphold.

We had friends recommend staying at Es Racó d’Artà instead — and now we’re...

My partner and I stayed at la finca during a full week, and while our overall feeling remains positive, we both struggle to see how this hotel can claim to be a 5-star. On the positive side, the hotel itself is beautiful, surrounded by nature, nested on top of a small hill, overlooking the valley and the surrounding villages. Our room was also very satisfying, spacious, calm, with a comfortable bed and nice outdoor patio. It’s a very peaceful place, and we appreciated the fact of being far away from the busy and crowded areas of the island.

Now, when it comes to the services of the hotel and the overall proficiency of the staff, the picture is the complete opposite. While everyone is very friendly, most of them are clearly not 5-star trained. A few examples would include them never responding to 2 consecutive emails regarding birthday plans, messing up our food orders almost on a daily basis, asking us if this is our first breakfast on our 7th day 😅, or not being interested in collecting our feedback upon checkout (which is why I now feel obliged to share this feedback publicly). On the services side of things, while the hotel supposedly offers room service, they refused to serve us warm dishes at 8:01 pm one evening, justifying that the kitchen closes at 8:00pm and that we were too late, while we were present in the lobby to order at 7:40pm.. While this does sound trivial, this is not a 5-star hotel type of behavior. Similarly with the gym/spa, where the sauna was out of service for 2 consecutive days, there were not enough towels half of the time, and the candle decoration even exploded with glass everywhere on the floor upon our first visit. Lastly, while I write this review from the pool where I’ve been at for more than an hour, just like every other day, no staff is there to be seen, to offer us drinks or small bites, another example of the lack of the luxury service oriented mindset.

To conclude, if you’re in search of a true 5 star experience, la finca serena is unfortunately not it.. in spite of its...

Let me first start by saying we really enjoyed our time here. As a 30ish younger couple looking for the time to relax, it was great. But was it 5 stars? Absolutely not.

I think what frustrates me was that it’s little things that could have made our stay much better. First the staff. They were trying their best but you could tell they were undertrained and understaffed.

The pool. Beautiful and quaint. But for a 5 star hotel, there should always be clean towels at the pool. And a place to put dirty towels? They were just laying all over the loungers all the time. And there should always be some sort of water at the pool for you to drink. Having to place a drink order and wait an extended amount of time was slightly irritating.

The drinks. Mediocre at best. For the price point I thought it was pricy for what you got. I’d expect a sangria to have more garnish that just a lime? But okay….

Our room. The morning and evening housekeeping was a really nice touch that we didn’t know we needed. Appreciate that. We did have issues with AC. But told the front desk and it was addressed. Otherwise, no major issues there. Beds were super comfy.

The spa was really nice. Sauna wasn’t working so that was a bummer. The lady who did my treatment was SO kind. But I have to say the scrub followed by the massage felt kinda stingy because you got “1 hour” and that included the mid point shower and dressing.

The food? Impeccable. So so so so good. Can’t say enough good things here.

The cart driver who helped us with our luggage, you rock.

The property, 10/10. LOVED the trails.

Yoga was amazing. Really enjoyed the classes.

Finca Serena, let us know if you care to fix there’s other things. Feel free to email me. We would love to someday come back, but for the current price, we just can’t justify it. Feels unfair to be charging 5 star prices for a 4...