Iberostar Selection Playa de Muro Village — Hotel in Muro

Our vacation was very disappointing and it was a complete disaster for us. The hotel absolutely does not correspond to a 5* hotel for the price we paid. We paid 5700€ for 2 person for 7 nights. We dealt with several unpleasant situations with the hotel, and almost every day we were forced to talk to the hotel managers.

Our hotel room was located in the back of the hotel, which directly adjoined a very busy part of the street (in the evening/at night/in the morning we constantly heard cars passing by or noisy clatter from the opposite restaurants). The room itself was in a place where there was either a sewer or it was an area that smelled bad, which meant we couldn't spend time on the balcony because there was an unpleasant odor.

We didn't have toothpaste with us, but we expected that in a 5* hotel this would definitely not be a problem. It was. On the first evening, we asked for toothpaste to be brought to our room since we didn't receive a "dental kit" - nobody brought it. The next morning we asked again at reception for toothpaste. After breakfast, we found 2 basic dental kits with miniature toothpaste for single use. We had to go back to reception again, where we were promised more kits, but again nothing happened. We were eventually told we could buy toothpaste ourselves at a nearby Spar. This was the last straw, and we told them that we were not staying in a garage but in a 5*hotel. Finally, the hotel manager dealt with us, excusing the delay by blaming external supplier delays (this is not acceptable in a hotel of this caliber and the issue should have been resolved immediately).

On the first morning, we were woken up at 7:20 AM by cleaners and their unbearable leaf blowers. We came on vacation to rest and sleep in, not to wake up at 7:20 to the sound of leaf blowers. We immediately addressed this with the hotel/shift manager, who promised that this situation would not happen again. Of course, it did. Two days later, the same thing happened, and we were awake from 7:30 AM. We complained again to the shift manager and requested a move to another part of the hotel where there would be no noise, neither from the blowers nor the street. This was not possible due to capacity, as the only free rooms were of a lower grade.

On the second evening, we booked dinner on the outdoor terrace and looked forward to a peaceful experience. This did not happen. At reception, when booking dinner, we were only told that dinner was either at 6:30 PM or 8:30 PM. We booked the 8:30 PM slot, assuming we could stay as long as we wanted. When we arrived for dinner on time, just as we had chosen our food, a waiter told us that the outdoor restaurant was closing in 10 minutes (at 9:30 PM). We couldn't believe our ears. Does a person in a 5* hotel have to eat in an hour? We had to call the shift manager again and ask him to personally bring us some desserts and wine since we didn't have time to get our food, and they closed the outdoor restaurant exactly on time. The waiters were very uncooperative when we asked for a few more minutes to finish selecting our food - they sent us to the neighboring restaurant to take our plates there. (By the way, grilled food took 10-15 minutes to prepare). It seemed utterly unreasonable that no one informed us beforehand that dinner was only an hour long and that in such a hotel, a person has to eat in an hour like in a cafeteria.

When we wanted to move to the outdoor bar from this dinner, we also had only an hour (which we did not know - until 10:30 PM) before the entire outdoor bar closed.

Paid sunbeds on the beach - okay, we expected to pay a "small fee" for the sunbeds. But it was 14.25 € per day. The guy collecting money for the sunbeds automatically rounded up to 15 €, and if you didn't count your change, you could lose that amount. This happened every day. Not to mention that if you arrived at the beach at 8:20 AM, there was nowhere to lie down because the sunbeds were completely full.

Hotel itself is nice, but absolutly not for this ammount of money. We were really...

This is not a 5 star hotel, by any standard - local or international.

After our 1,5 weeks stay with 2 kids we were disappointed with the following:

Room quality: rooms are on the worn out side, amenities are outdated, very little space and hardly any storage space. Additional couch was very bad quality and very hard to sleep on. Airco was barely working (very hard and stuffy in room) - this system of airco in the whole hotel is not very good it seems.

Room cleanliness also not good. The room was cleaned once a day and we had trash cans filled up to wait overnight for the following day cleaning. The quality of cleaning the rooms also needs to be improved.

Food of hotel: only 1 buffet restaurant for lunch (they also have a hamburger cafe but the food there is terrible).

The same buffet food is served for dinner in the main restaurant. Quality of food and overall preparation needs to be much improved - it seemed that there was lots of choice at the buffer but the food was tasteless and cheap.

The coffee/cappuccino (doesn’t exist in this hotel) is very bad in the hotel (bar, restaurant, beach cafe) could not find a decent coffee. Maybe it’s the water they use or something else. It always tasted like something you would not want to drink.

Pools were good, but the towel policy (you can only get fresh towels if you give a card and the towel booth is open from 9-12 and from 16.00-18.00. So, you can’t get any towel outside those times. Why?

Overall feeling is that hotel used COVID as an excuse to minimise service and cut costs, this is not the right approach and can be hardly justified.

Staff overall were very friendly and helpful when approached. but the policy of spraying your hands with sanitiser in the restaurant was a bit too much, with designated staff members just to harass people to sanitise their hands. yet, when we asked for a spare face mask, those could often not be readily available/found.

A separate issue is the presence of crazy number of mosquitos everywhere on the hotel grounds, including during day time! Have never seen anything like this before. In the evening it was impossible to stay outdoors and very unpleasant.

The beach was very nice, but the beach beds do not belong to the hotel and we paid 16 eur per day for 2 beds plus umbrella.

Overall, you do not expect much when you go to playa de Muro area, but this hotel is charging a lot of money for the quality they provide. This is at best a 3 star establishment in terms of quality, level, amenities, state of rooms, food etc etc.

We have traveled extensively in Mallorca and Ibiza for years and I am not sure the people writing incredible 5 stars reviews here understand or have ever stayed in a real 4-5 star hotel in Europe or Balearics. I am not even comparing this to other continents/parts of the world because that would be whole different level.

Also, I have just been scrolling through google reviews here of this hotel, it seems that more than 50% of people reviewing this hotel have only ONE review in their profile and it is of this hotel. They have very unimaginative names (John Doyle) no pics, etc. Is there something wrong? This does look very strange to be honest. Hopefully, this is not the hotel IT folks creating wonderful reviews to kick up the ratings but just people that have no idea what they’re...

I’m currently staying at this hotel and have mixed feelings about our stay. ||Pros |- on arrival, Juan from reception was super helpful, answered all of our questions and made us feel welcome||- many supermarkets across the road if you want to grab some essentials and/or souvenirs ||- Patricia from the coffee shop makes fantastic coffee and always with a smile, she works very hard on each coffee and it doesn’t go unnoticed. We love our coffee so this was a nice addition. Thank you to Patricia!||- daily kids entertainment is really good ie cookie making, clay making and the staff running the programmes are super friendly |||Cons|- SPA - there is no spa in this hotel if you want to have a treatment you have to visit the sister hotel (waves) next door however I personally received such bad service I wouldn’t even recommend it. I wanted to book a treatment for shoulder pain - on arrival the spa manager was typing away, didn’t even acknowledge me. I was waiting for about 4 minutes until I asked if I should come back. I was told to wait, I did. Eventually when she spoke it was unhelpful and I wish I didn’t! Safe to say I didn’t go back to the spa and instead got a lovely massage on the beach for 20 euros. At least I know my money was spent well! ||- Buffet restaurant - generally ok, nothing that blows your mind. We’ve been to many 5* restaurants and in comparison the food offering is mediocre. Not sure how clean it is either - I spotted some plates which weren’t clean so made the chef aware and they said ok, and it was left on the side for a while. Other 5* hotels would attend to this right away and be embarrassed by it. |In addition we went for breakfast one morning and wanted a particular table as it fits the pushchair on the side. The waitress (I won’t name as she apologised) told us to find another table as it would take too long to clean the one we want. I mean, really?! I complained and she apologised. But this left a sour taste for the remaining holiday. ||- if I was a couple I would stay away - so many kids, and dinner is very overstimulating even for me! It is very much geared towards families ||- evening entertainment is mediocre. There was a fairytale evening and the hotel tried too hard to cater to both kids and adults - flopped massively. If you’re going to sing fairytale songs it has to be from the fairytale, kids clock it and adults cringe. ||- the wrist band given on arrival is what you wear for your duration - I couldn’t stand mine so ripped it off and kept it in my phone case. The wrist band lets you in to your room and lets staff know what band you have ie half board etc. ||- beach bar staff - i ordered many drinks from the bar today on different occasions. The lady at the bar spoke in Spanish to get male colleagues asking them to check my room number (to see what band I have) it was rude and unnecessary. Just ask yourself.||Overall we paid for a 5* hotel and expected the service to match consistently. It didn’t. We won’t...