GPRO Valparaiso Palace & Spa — Hotel in Palma

😢This is my first negative review ever — but I feel compelled to write it due to the absolutely unacceptable treatment we received as guests.

We arrived at the hotel before a yachting trip to rest after our flight. About 30 minutes after check-in, my husband and I booked a spa visit together, and he also scheduled a morning massage for me, since there were no available spots in the evening. I specifically requested a deep tissue massage — the most expensive option on the menu.

Unfortunately, the receptionist made a mistake and booked both of us for massages, not just for the spa. I only found out about this the next morning when I arrived for my session. My husband never goes to massages, and I had to explain the misunderstanding to a new receptionist, who acknowledged it verbally.

The massage itself was deeply disappointing: • The room was uncomfortably cold — I was freezing the whole time.🥶 • The therapist noticed and tried to warm me up with hot towels.🤯 • Despite booking a deep tissue massage, I had to constantly ask her to apply more pressure — it felt more like a light relaxation massage.😫

I’d rate the massage therapist 3/5, and the room conditions a 1/5.🙅‍♀️

Afterward, no one asked me how the session went or offered any feedback opportunity. I quietly drank some tea, hoping not to catch a cold, but felt completely dissatisfied and as though I had just wasted my money…

But the worst part came at checkout!!!!!

We were charged for two massages, including one that my husband never booked and never received. The spa receptionist blamed us for a no-show, even though it was their mistake. The hotel front desk said they’d discuss it with the manager and call us back on Monday — but we were still told we had to pay. We were in a rush and ended up paying €300 for one bad service and one nonexistent one!!!

Of course, no one called us back. 😳 No apology. No solutions… That’s why I’m writing this review — in the hope that the hotel will still take the opportunity to resolve this situation and change my impression of their service.

This is a shameful situation that does not reflect the standards of a hotel claiming to be 5-star. I also agree with earlier reviews: the spa seriously needs renovation — some things are broken or outdated, and the service doesn’t meet expectations.

Unfortunately, I cannot recommend this hotel due to their attitude and customer service. Don’t ruin your mood — choose a hotel that knows how to resolve misunderstandings instead of saying “sorry, it’s...

My experience at the spa was extremely disappointing, and I have no intention of returning under the current circumstances. The issues we encountered were not minor inconveniences but fundamental problems that should never happen in a hotel of their standing (and i don't even mention the 45€ price for such a bad standard). Just run away before trying it, you wont relax!

To summarize:

-Jacuzzi and bubble areas were not functioning properly. Clearly issue with pressure (inside and outside the pool)

Aroma and steam rooms were either broken or not working at full capacity, leaking or not functional

Showers were a disaster, with most of them either not working or having low pressure.

Several areas had equipment malfunctions, leaks, music system issues, and doors squeaking due to lack of maintenance.

These are basic elements of a spa experience that should be flawless in a luxury hotel. The condition of their spa clearly doesn't reflect the standards expected from your brand and certainly not what guests expect from a palace-level establishment.

We had high expectations, and this experience has significantly impacted our perception of the hotel.

Last but not least , we have been offered to receive another spa voucher but we have no intention of returning under the current circumstances. We hoped we could get another service voucher or anything that could help us to forget about this experience but the responsable were not keen to do so, without talking about their very late reply (only after sending many messages) so it was another red flag and feeling that there is mismatch with the value perfection and guest relation.

I would say , maybe it was the wrong timing ? But I have been to many spa and my experience will never be forgotten in this one + the feeling of not being listened or just not caring at all about customers that took time to give valuable feedback.

I usually don't leave bad review but clearly the feeling of not caring at all despite the good willing on our side , is saying a lot...

PLEASE READ BEFORE BOOKING:

I don’t write reviews at all but I really hope someone reads this and doesn’t fall into the same trap that I did. Please look elsewhere if staying in Palma.

Having come from America to spend my honeymoon, research, reviews, and websites can only take you so far as to allowing you to know what you are getting yourself into. Having not known the area all that well, this hotel by the website looked amazing. It advertised as a 5 star hotel, with close proximity to Palma, and ascetically looked wonderful. Oh, how was I wrong. This could have very well been a 5 star hotel 10 years ago but now it is run down, dated, and frankly just not fun to be at. The pool was gross and the grounds are barely kept up. The rooms could easily be mistaken for a Holiday Inn and that is stretching it. The restaurant/bar may advertise the cost at being at a 5 star hotel, this does not reflect the quality. The standard of even an ounce of effort to try just isn’t there. The staff we found to be either cold/unwelcoming or clearly unknowledgeable. Frankly, I would say this is much closer to a 3 star experience and should be advertised as such.

Additionally, while it is “possible” to walk to Palma, don’t even try with the hour walk one way, you will most likely be needing a taxi wherever you go. The convenience if not from the island just isn’t worth it.

Having tried to reach out to their management for any sort of reimbursement has come up with nothing, while the cost of stay was minimal in comparison the principal of being deceived is apparent.

Luckily enough this was a short portion of our trip of which we elected to then stay in the historical district of Palma. This made up for any lost time as any and all activities that you would want to do can be found here. Mallorca and its people are beautiful and it’s an amazing island, this hotel is in no reflection of it. Don’t waste your valuable time by...