Isla Mallorca & Spa — Hotel in Palma

A 2 star hotel that thinks it is a 4 star hotel

We stayed with my wife for a week in this hotel in May. The good ratings, the comments and the pictures made us think that the place was up to their promises for a romantic stay, unfortunately we were very far from it.

Here is a list of what we found:

The location The location is correct, but not more. About 10 minutes walk from the port, about 25-30 minutes walk from the cathedral.

The room Basic and neutral place, without any decoration. Small balcony with view on ugly buildings and very far in the background, the port (we had paid extra for the view, which was very embellished on the pictures, like the room by the way). The room is badly soundproofed, we can hear the neighbors, the elevator, and the racket of the cleaning ladies at 8 am. In the room, everything has been removed, there is absolutely nothing, except a bottle of water and two glasses. No extra blanket, no coffee pot, no tea pot, even less tea pods or bags, just a small, tired and empty fridge. The TV, rather small, has no streaming functionality, just basic channels, in English or German. The first night we were very cold, the heating seemed not to work: the next day after making a complaint, the reception will tell us that it's normal, that they took the decision to cut the heating for the whole hotel (!), and will bring us up a small blanket. The wifi of the hotel is free but anemic, with at most 6-700ko/sec measured in our room.

The bathroom It is empty of all accessories and basic care products, except for the shower gel and hand wash tanks screwed to the wall (no soap, no cup, no shower cap, no bathrobe, not even a brush for the toilet...). A small card indicates "for individual care products, contact the reception" which we did, and a person came... to replace one of the shower gels screwed to the wall!

We had chosen this hotel for the swimming pools and the spa, here also we had to disappoint:

The pool First of all, it should be noted that if the hotel announces "indoor and outdoor pools", the indoor pool (the only one usable at this time of the year) is only accessible through the spa, which is paying and limited!

The spa It is well supplied, I think it is the main positive point of this hotel. Swimming pool, jacuzzi, hammam, sauna, ice water basin and several showers. On the other hand, it costs 9€ per person if you stay at the hotel (otherwise it's 19€) and you have to book well in advance or you'll be turned away at the entrance of the Spa, which only welcomes 15 to 20 people at the same time... by 1h30 maximum!

The reception If the staff is helpful (even if it depends on your interlocutor), here too we wonder: we are offered a car rental service, up to 120€ per day for a Fiat 500, a quick internet search will allow us to have the same thing for a third of this price and a better car, at the Europcar of the port. I would have understood a difference of about ten euros, but such a price difference is simply incomprehensible.

We would have thought that if we had stayed for a week, and given the price of the rooms, the services would be up to the standard of a 4-star hotel. We have to admit that this hotel does not deserve them at all, and I strongly advise against it to those who have traveled enough to know what 4...

amazing hotel but small improvements could be made. the staff understand what customer service is and provide a top notch experience. every single person i met was so friendly, especially the lady who was cleaning on the second floor on 7-8 of april. i dont have any spanish and she didnt have much english but she was still able to show her fantastic attitude so just goes to show. the gentleman who checked me in was very kind and let me check in even though i arrived ridiculously early (11am). all other reception staff i encountered were full of smiles. one free spa entry was included in my stay and it was well worth it. the spa itself has multiple amenities included a heated indoor pool. my one note is that it seems to be in need of a deep clean and some maintenance work. the pools (outdoor and indoor) are both wherlchair accessible with chairs that lower down into the water, i have never seen this before and i thinks its fantastic. my room was lovely for a one night stay however it was right above the staff smoking area so the smell of cigarettes is permanent, luckily im a smoker myself so this wasnt a big issue but might affect someone else. the lady who was working at the pool bar on 7th april around 4pm was so lovely and to me is the definition of excellent customer service; able to have a chat and has a lovely and friendly personality, i asked the manager and he told me her name was carmen. breakfast staff very nice. the lifeguard on duty today 8th april (martina?) was so kind and spoke so kindly with myself and a small child who was also enjoying the pool. it was so refreshing to see how she interacted with him in such a nice manner. she fished his tennis ball out of the pool like 10 times and was still very patient with him. the only major issue i had was in my bathroom where there was a big hole in the ceiling exposing pipeworks. i did not complain as i imagine its just a simple mistake from the maintenance technicians however it should be fixed for the next guest, please see picture attached. the pool was also absolutely freezing! but thats just the time of year so cant complain. food at breakfast was fantastic, such a wide selection including churros! and the bacon was the best ive ever had. the iced coffee with the icecream scoop was so yummy. i thought the luggage room was a bit strange until i noticed the security camera, its down in the basement and they give you a key to access the room with everyone elses stuff. check out is 12 but i was invited so spend as much time as i like at the pool after checking out, another sign that the customer experience is at the top of their priorities. over all i think this is a great hotel and it is mostly down to the staff, they are clearly happy to be working there and thats always something you want to see. i would recommend this...

Booked a 4 day break with a friend via Agoda. Firstly, Agoda did not book the room spec that I paid for, so please be aware and do NOT book via them as they cannot be trusted! Booked a Superior Room with Terrace, arrived at midnight and was allocated a double room with small balcony. On querying this with Reception I was advised that Agoda has not booked the room I had paid for, the hotel was fully booked so no option to upgrade/move - I e-mailed Agoda twice, never had a response. We were tir3ed and I wasn't particularly happy with the gentleman on Reception as felt his Customer Service skills fell short. The walls are pretty thin, and the cleaners were banging around at 8am the next morning which wasn't great after a late arrival.||HOWEVER, that's where the negative comments stop. The hotel is very modern, all areas are spotlessly clean. The room was large and well appointed, great bathroom, lovely pool bar, great sunbed area above the main pool, always plenty of sunbeds at this time of year.||The staff for the rest of our stay were excellent from behind reception, spa, pool bar. The hotel really is a little urban oasis. Superbly located, short walk to the many and varied restaurants and bars in the Santa Catalina area. There are so many great places to eat and drink here. The staff in every single establishment we visited were so friendly and accommodating. The indoor market looked a great place to stop and have tapas/wine but it was so busy when we walked through, I will need to do this on the next trip. You can visit the Cathedral, walk to the harbour, walk to the beach, look around the shops etc etc. It's a great place for a variety of activities.||I love walking and there are so many areas to walk around and look at such stunning range of buildings and architecture. I'm looking to return to Palma very shortly on a solo trip and this is exactly the sort of hotel I would want to stay in again. I'll just book my room via the hotel direct or a more reputable company than Agoda :)||There is currently a lot of work being undertaken on the road facing the harbour so we didn't tend to go here in the evenings, but anticipate this will be finished soon.||Book here - it will...