AC Hotel Ciutat de Palma — Hotel in Palma

AC Hotel Ciutat de Palma has a lot of potential to be a great accommodation option in Palma. The hindrance is the quality of service of a particular receptionist.

The hotel is conveniently located near shops, restaurants, and places of interest. It has a small parking space with very limited slots; but it is also about two blocks away from a public parking area. There is a small gym, too.

The room itself has a good amount of space. The beddings are comfortable. The safety deposit box wasn't working due to low battery. There was no digital key contrary to what was advertised.

David was the receptionist when we checked in. On the positive side, he granted us early check-in and supposed late check-out. However, the negative points are unacceptable.

1. He was very rude when we were accessing the parking area. The way he asked for the guest's (my) name on the parking's phone intercom was as if I was an intruder/thief who didn't belong there.

2. He was not open to feedback when we highlighted that the parking reservation system could be improved to ensure guests receive the parking space availability memo. He kept on insisting that he sent the memo, without acknowledging the fact that we didn't receive the message. He was defensive, aggressive, and confrontational.

3. He granted us late check-out; but didn't note it down for his colleagues. Cristina had to call us past noon on check-out day to see why we hadn't checked out yet.

A hotel's front desk plays an important part of a guest's stay. It was our first day in Spain after a long flight; and David gave us an initial bad impression of Mallorca.

AC Hotel can be much better if David's customer service skills...

Let's see how I can describe or explain this.

I did not stay at the hotel, however I experienced a very bad and humiliated service from them.

I was looking for a taxi and some locals point me this hotel as they have a taxi stop,

I went there assuming as in Palma is difficult to get a taxi fast, mentally prepared to wait.

I missed first taxi as there was already a customer from the hotel waiting for it, until then perfect

Then 15-20 mins waiting, no taxi stop or pass by empty, so I decided to call the taxi service line ( in Palma there are mainly 2)

They tell me they are sending some to the area, without confirming the service number, as hotel has an official taxi stop.

Two taxis arrive and out of the blue from the hotel a disrespectful woman comes out moving me away to get a customer inside the taxi,

Which I said I did ordered one, and she even checked was mine or other. Second taxi was also taken while I was arguing with this lady, by another customer of the hotel.

I ended asking her at least to have the courtesy to request one for me, which she said you are not a customer from us sorry.

Then again I called Taxi line and requested urgently another service, they said will do possible.

Yet again two taxis arrive, and again this woman from hotel staff comes out and try to get first, which I stopped and said to her to not even think to get out of hotel until I get one first.

Finally I managed, after 40 mins waiting and fighting with these hotel staff get a taxi.

Don't stay in this hotel, as for sure the way they service other people they will...

I rarely write negative reviews, but our recent stay left us very disappointed. From the moment we arrived, several issues significantly impacted our experience.

First, the hallways had an overwhelming and unpleasant smell—similar to trash—which created an unwelcoming and unhygienic atmosphere every time we came and went from our room. It’s the kind of thing you can’t ignore, and it certainly didn’t meet the expectations we had for this hotel.

The room itself was also underwhelming and did not meet the standards suggested by the photos or the price point.

One of the most frustrating aspects of our stay was the parking situation. We had reserved a parking spot in advance and confirmed this during check-in. However, when it came time to use the garage, we were told it was already oversold and no spots were available. When I raised this issue with the receptionist, not only was their attitude dismissive and unhelpful, but I was also told that the person I had previously spoken with about the reservation “wasn’t an employee.” To make matters worse, I spoke with that very same person the next morning—clearly proving that this wasn’t true.

This level of miscommunication and lack of accountability is unacceptable in any hospitality setting. We were left to find alternative parking at our own expense and inconvenience, despite doing everything right on our end.

Overall, the poor customer service, misleading communication, and lack of cleanliness really tainted our experience. We expected better and unfortunately cannot recommend this hotel based...