AluaSoul Palma — Hotel in Palma

This is the second time we have stopped at this hotel and had we not been before, maybe we would have scored them higher, however we noticed a decline in several areas from 2022. When we arrived we were asked if we wanted to upgrade the room from a standard room. We said 'yes' as we did last time and the view and room were certainly worth the extra last time, however this time there wasn't a pool/sea view available, however for twice the price we could have the most expensive upgrade at 300 euros for 10 days for a from sea view on the end of the hotel. We agreed but were a little reluctant, however just wanted our room as we were tired and hot after a delayed flight. We were very disappointed with the front view room. It was much smaller than the cheaper pool/sea view and the bathroom in particular was much smaller. The view wasn't any better. We have tried to get some sort of recompense since, without success. The choice and quality of breakfast food is excellent and the breakfast chefs lovely if you wanted omelettes etc, however each morning from 10am onwards the staff start laying for lunch when breakfast is open until 10.30am and people were still coming in. You felt like they wanted you out, even though no one was going to be eating for several hours. The sunbeds were probably the biggest annoyance. Last time we visited we didn't struggle to get a bed at any time of the day. This time we did. There were times when we gave up and we noticed other couples doing the same. The one day we were particularly disappointed so went to reception and asked if we were able to use the Sky Pool instead. The receptionist asked what was wrong with the main pool. We said nothing except there are no beds free, mostly just towels and no people. She asked what room we were in as the Sky Pool is only for upgraded guests.Apparently our upgrade at 300 euros wasn't the right upgrade for the Sky Pool. Disappointment again. She said that there was a sunbed rule that the life guard should remove towels unattended for 30 minutes. This was absolute rubbish and never happened on any day we were there. One day 4 girls left towels on beds at breakfast and returned 4 hours+ later and towels weren't removed. Other people could have had these beds. On a positive, Valentena the poolside waitress was very lovely. This is a hotel which I'm afraid we will not be stopping at again and although we love Can Pastilla we will stop somewhere...

Please do not come to this hotel! They steal in the rooms! I am sad that this review has to be posted but please read it and don't go this hotel! They steal untracable items and stuff you would not think to put in the safe... There are other comments about the same problem, where all sorts of belongings got stolen,  even clothes. When you complain about being stolen, they then argue that it was not in the safe.. My wife booked us a lovely short trip to Palma to relax. We arrived at the hotel in the about 6 p.m. and the service was not the best but it was ok. We got up to the room in order to check the room and make a little bit of time to go to dinner in the ground level. So about 1 hour later we leave the room, bags still closed and the only things that were out were a charger and a reader. When we get back my wife felt that things were not exactly at the same spot and the same way she left it, but brushed it off. The next morning when she went to do her hair, she couldn't find the hair straightener. She was sure she had packed it, but I talked her down telling her she had forgotten it and probably thought she had packed it but left it at home. The next morning, when we were packing everything to go back, she noticed that her headphones were also nowhere to be seen. That same day when we arrived at home, unfortunately we understood that it had been stolen on the first hours we arrived, in closed bags. (Which is of course a smart way to do it because then you doubt yourself about if or not you packed it.) We then immediately emailed the hotel, telling all the details. We provided all details, and with the exact time frame that it had been stolen (we know exactly how long we had been gone). After one week still no reply. After my wife filling a negative internal review (via email) they answered back asking to contact them if we had any problem, which we then did again. Now 2 weeks after checkout, we still have not heard anything and we will try with the local authorities. But please be advised about the dangers.

Total loss +/- 280€. The premium hair straigtener was a gift I gave my wife that same year after she wanted it for so long (+/- 255€) and her headphones (+/- 25€). What could have been an easy and cheap getaway was ruined by that event.

Edit: It is now one month since the hotel replied to this comment stating they will investigate and come back to us. And...

Please do not come to this hotel! They steal in the rooms!||I am sad that this review has to be posted but please read it and don't go this hotel! They steal untracable items and stuff you would not think to put in the safe... There are other comments about the same problem, where all sorts of belongings got stolen,  even clothes. When you complain about being stolen, they then argue that it was not in the safe..||My wife booked us a lovely short trip to Palma to relax. We arrived at the hotel in the about 6 p.m. and the service was not the best but it was ok. We got up to the room in order to check the room and make a little bit of time to go to dinner in the ground level. So about 1 hour later we leave the room, bags still closed and the only things that were out were a charger and a reader. When we get back my wife felt that things were not exactly at the same spot and the same way she left it, but brushed it off. The next morning when she went to do her hair, she couldn't find the hair straightener. She was sure she had packed it, but I talked her down telling her she had forgotten it and probably thought she had packed it but left it at home. The next morning, when we were packing everything to go back, she noticed that her headphones were also nowhere to be seen. That same day when we arrived at home, unfortunately we understood that it had been stolen on the first hours we arrived, in closed bags. (Which is of course a smart way to do it because then you doubt yourself about if or not you packed it.) ||||We then immediately emailed the hotel, telling all the details. We provided all details, and with the exact time frame that it had been stolen (we know exactly how long we had been gone). After one week still no reply. After my wife filling a negative internal review (via email) they answered back asking to contact them if we had any problem, which we then did again. Now 2 weeks after checkout, we still have not heard anything and we will try with the local authorities. But please be advised about the dangers.||||Total loss +/- 280€. The premium hair straigtener was a gift I gave my wife that same year after she wanted it for so long (+/- 255€) and her headphones (+/- 25€). What could have been an easy and cheap getaway was ruined...