Hotel Ilusion Calma & Spa — Hotel in Palma

I am writing this email with an saddened heart as I have had my holiday really spoilt by the actions of the staff in the Hotel Calma, Can Pastila.

My booking has been made via "on the beach" and I have been been all inclusive between Monday 9th to Friday 13th March 2020.  A copy of this formal complaint will be sent to "on the beach" as well.

I will list my grievances in order and how they have or have not been resolved by the staff within the hotel.

Incomplete All Inclusive Service

Pre holiday, I wanted to find out when and what was fully included in the All Inclusive. I emailed the hotel on many occasions and the response took weeks to come back. Whilst waiting for the response from the hotel I contacted your company via your Facebook Messenger Page to ask the same question.

I was told by your team that there was breakfast, lunch and dinner but also a bar snack service.

I attach a screen shot of this conversation.

I was rather surprised that when I arrived at the hotel the member of staff crossed out the information around the snack bar service and said that it was not available.

I mentioned this to your member of staff "Marlene" and she was the one who eventually replied to my emails and said that in her email she didn'tP mention the bar snack service, sadly this is something I can neither agree or disagree with as I no longer have the email.

Needless to say, this was the first disappointment I have had. It has demonstrated miscommunication and misunderstanding between your different departments and me, the customer.

Disorganised Dinning Room

I am a single traveller and have traveller to many places on my own. At breakfast and lunch time I do not have an issue of sitting at which ever table I want.

However, on Tuesday 10th March, I had entered the dinning room and wanted to sit by the window. I do not like being in a middle of a room. I had put my drink and jumper down on a table for four that was empty and vacant and went to get a drink. I was stopped by your colleague called Luiz who was rather loud and rude, who said I could not sit beside the window as I was on my own. Effectively penalizing me for being a single traveller. What he did next was even sadder, he lead me into a alcove out of the main dinning room and told me to sit there and have dinner.

With this in mind I was upset and disheartened. I went to the front desk to tell Marlene my concerns. She was helpful and understanding and said that she would investigate.

I spoke to Marlene Wednesday 11th March and I thought she had said that if I wanted I could sit by the window on my own. Later on she then said that she said she would have asked Luiz if this was possible. Personally I feel she changed her stance when I followed up the complaint.

Rude, dishonest, indifferent & humiliating staff

This quite possible alarmed me and destroyed my holiday. Wednesday evening came and I went upstairs to have my evening meal!

I had already spoken to Marlene (as previously mentioned)  and was happy at a table by the window in a position where I wanted to be. I had got my food and my drink and I was starting my meal. Luiz came over in an aggressive manner and said rather sarcastically "I see you are sitting by the window". I got the impression from his tone, body language and facial expressions he wasn't happy because I had complained about him.

To his comment I did not really provide an answer, I was shocked and quite frankly humiliated! He wasn't quite and discrete at any point through this conversation. I was told that if a group of 4 wanted to sit there he would move me. Dispite the fact I was eating and no one else needed the table. In jest , to try and lighten the aggressive stance Luiz had taken towards me, I slide the table no more than 150mm (6") away as to indicate look there is another table for two.  Luiz then loud and aggressive shouted to me "I create the rules; not you" he said this more than once and was forceful and pointing his finger at me. I was mortified he had the audacity to say this and again so...

Unfortunately would I not recommend this hotel. The cleaners cleaned the room with chlorine and spilled it everywhere without fixing it which lead to my girlfriend’s clothes geting destroyed because of the chlorine which made the clothes discolored and we had to throw it away. Also we couldn’t use the bathroom because of the smell and all the chlorine would destroy more clothes or burn our feet. We told the reception which they told us to wait 10 minutes so the hotels manager could come and speak with us. We waited one hour and nothing happened. We asked about it again and we wanted some type of compensation for the clothes because they got fully destroyed. The manager finally came and was told by the situation and we sat right in front on him and waited but somehow something else was more important than helping his guest so he ran away from the hotel without speaking with us although we told the receptionist that we wanted to speak to the manager. In the end we got offered a lower price compensation than the cost of the actual clothes. They cleaned our room again and there were still chlorine on the floor and horrible smell. I would not recommend because they were not sorry for what happened or anything like that. You can also read that the manager responded to my girlfriend’s review with some strange comments. He thought that we wanted an overprice amount which is not true. They said that the found the skirt but he writes that it is (black leggins) which is not true. The funny thing is that the skirt can not be bought anymore anywhere so he did not found the right skirt only which he claims that he did. He also said that we should have said to them what we thought was bad in the hotel but how should we do that when the manager himself ran away from the hotel and doesn’t want to speak to his guests to fix the problem at the hotel that he owns. He further more writes that “we” made an agreement although the receptionist told us to accept it or just move on, good service? You tell me! Lastly he writes that he did not know that we wanted to speak to him although we told them that we wanted to speak to the manager and he saw us waiting but ignored us and left the hotel instead. I think everyone wants to be treated fair by managers but unfortunately for us that was not the case which is sad. We also got information that someone’s mobile phone got stolen from his bag in the spa area which was not a surprise because many reviews are about things that have been stolen from the hotel. Hopefully your stay will be...

When we were planning our trip to this hotel, I’ll be honest — we were nervous. Like many others, we had read some negative reviews and were worried: what if we end up wasting our precious time and energy? As this holiday was very important for us. We wanted it to be special, full of good memories.

And then we arrived. From the very first minutes, it became clear: all our worries were completely unnecessary. Everything we had read before had nothing to do with reality. Here the atmosphere is completely different — warm, kind, genuine, and full of soul.

The hotel itself is wonderful. But most importantly — it’s the people. The staff here is pure gold. At the reception, we were welcomed with such warmth that it felt like visiting old friends. Alex and Antonio are absolute stars — true professionals and incredibly kind-hearted people. Those barmens were amazing, fun, and full of energy, creating a great atmosphere every evening. And the housekeeping team — they clean the rooms every day with such care and love that it’s impossible not to smile when you come back after their work.

The food — wow! Everything was delicious, varied, and clearly made with love. Huge thanks to the chef and the whole team — you made every single day feel special.

Even little details touched us — like being able to have a night coffee before our journey. Small gestures like that show how much the hotel truly cares about its guests.

And then there are all the little joys: the jacuzzi was fantastic, the massage was one of the best I’ve ever had, and the location is just perfect — everything is close by, yet the atmosphere is calm and peaceful.

Honestly, in terms of care, attention, and genuine warmth, this hotel is no less than a five-star one. And in some ways, it’s even better — because here it’s not just about service, it’s about real heart and soul, something you can’t fake.

We left with the feeling that we hadn’t just stayed in a hotel, but in a place where people sincerely care about you, where you feel at home.

And to anyone who is doubting: please, don’t let negative reviews scare you. Come and see for yourself — this is a place full of heart, with an atmosphere of joy, and with people who make your holiday truly special.

Thank you so much, Illusion Calma and Spa. 💙 We are taking home the warmest memories and we will definitely be...