Ses Estaques Adults Only - Catalonia Hotels — Hotel in Santa Eulària des Riu

I have previously rated this hotel 5 stars but this year was a complete let down entirely due to management. Before getting into details I want to acknowledge certain staff members who are outstanding and do not deserve to be included in the negative comments. Dario, who was a one man show and went above and beyond to make sure guests were entertained and looked after. Chef Andres ,who prepared amazing desserts specifically for my daughter who has allergies and other restaurant staff like Olivia who had remembered her food issues. Manuel and his team of bar staff who worked tirelessly to ensure we were looked after well. Despite these positives our holiday was ruined due to being victims of theft . The hotel is very open access and anyone can get on to the site. There is no security guard , no fences or gates with access only for guests and no way of identifying who is a hotel guest and who is not. Security cameras are minimal . My daughter's iphone and my husband's prescription glasses which were in a bag were stolen from poolside ,covered by cameras but this did not deter two thieves who had been scouting near the pool area unchallenged , even though suspicions were raised. We went to the Police station to make a report that evening and asked if food could be facilitated for us upon our return but were told we either had to eat before we left or have sandwiches when we returned. We not in the mood for eating due to trauma and upset so opted for sandwiches. Upon return the sandwiches were not available and we were told the kitchen was closed so we shared one bag of crips between three people from the minibar. We had to request a meeting with management, nothing was offered to us. The meeting was challenging and a waste of time. We were trying to get a detailed description of the thieves for the Police report which we attempted to do upon returning and this continued into the next morning. We were given incorrect information which led to more time wasting and we had to return to the Police station for the second time without the detailed description. I emailed a Director of the Catalonia group as we had not even received an apology or acknowledgement of the distressing circumstances. She promptly wrote back apologising for the incident on their premises and offering us compensation. To make a long story short the promises made to us have not been fulfilled. We were offered a refund for the meals and we discussed covering the cost of some of the stolen items including my husband's prescription glasses as he had to go and have an emergency pair made as he was unable to see. We paid all our bills in full when we left but no offer was made to deduct the meals that we lost. Soon after the incident we informed Tui who we had booked the holiday with that we had been victims of theft at the hotel and we logged a complaint. Tui are investigating but the hotel is stating that they are not going to refund us for the meals we paid for as part of our package holiday. Furthermore we only found out the hotel had a guest relations manager the day before we were due to leave and Tui arranged for her to speak to us on that day. She did not. So another email to the director. On our final morning the guest relations manager did speak to us, albeit reluctantly and late. We made several recommendations to management about improving security. Some of the suggestions could have been easily remedied quickly and easily, such as notifying guests to take extra precaution as they had prior knowledge of thieves operating in the area. Their version of a security guard was using hotel managers (including Manuel) to patrol occasionally. Bar staff should not be asked to take on the responsibility of security. This was not a holiday. It was upsetting, exhausting and disappointing but the indifferent and unsympathetic attitude of management just added to the misery. We hope that by sharing our horrendous experience it will safeguard other...

PLEASE HEED THIS HONEST REVIEW AS IT IS BASED ON FACTS.

THIS IS NOT A PLATINUM HOTEL as TUI are advertising. It is some sort of rough metal derivative - not gold, silver or bronze maybe rough iron ore!!!

That is unless you pay the extra money to for the “bullseye” rooms (look what you could’ve won if you - only paid another £500).

We paid £2000 after researching the reviews and previously staying at a TUI platinum hotel last year, we foolishly ignored the negative comments and as a consequence wasted hard earned money and time off work.

The hotel and TUI have formed such a negative view of the island we will not be returning or booking again with TUI. We moved rooms twice due to the condition of our original room and the sulphurous odour coming out of the AC. Our second room still had the issue with sulphurous smells coming out of the AC when it was on overnight for more than 4 hours.

Externally there was England flags flying from the balconies - always paints a classy picture even though there is a sign in reception asking to not hang things from the balconies .

The food in the evening was not international as the TUI advertising states, unless you class “Smash , chips ” and bird’s eye frozen mixed veg and gravy out every night as international - yes it’s travelled from Englands dinner table to the hotel buffet in Ibiza, so maybe they’re technically correct 🤔

The air conditioning will stink of rotten eggs after running for 4 hours or more and when you mention it to the staff they’re puzzled.

TUI have been prosecuted for issues arising from faulty air conditioning! The front line reps try to play it down but when asked if they could guarantee our health would not suffer they became mute. You can’t make a silk purse out of a sows ear!

Even the manager of the hotel was shocked at the photos we showed her, which sends out a clear message that they are clueless about the condition of the rooms or the welfare for the guests, but happy to take your money as the positive reviews put way the more concerning negative views which do actually have a point. When we mentioned the condition of our original room to the TUI rep on the second day they just said yes it needs a refurbishment- aka but thanks for spending your money with us.

We used the AC not only to cool the room but to also act as white noise in the background, because when you turn it off you can hear clearly conversations of your neighbouring rooms. We could hear the clothes hangars from next door being moved!!!

However if you want meat and two veg on holiday crack on as TUI will gladly take your hard earned money.

The positives are that the staff are really nice and helpful, they work hard to make you try to have the best time when staying. The evening entertainment was also enjoyable David Vincent being...

Friendly staff||I have stayed at this hotel a few times now, and what always brings me back is the warm staff and excellent service.||Pros |-hotel is located in a beautiful and convenient position, a short walk into the centre of Santa Eulalia|-pool area is very appealing and nice to relax in- a beautiful outlook onto the sea. Only con is the sunbed scuffle, which I will come to later|-drinks are fantastic and a reasonable price. Manuel runs a tight ship at the bar and the service is excellent |- entertainment- I cannot speak more highly of Dari who went above and beyond to make the entertainment great. His sunny disposition and kindness encouraged all to join in every aspect from aqua aerobics to karaoke. He really is a natural and a real asset to the hotel|- Staff- every member of staff was incredibly polite and courteous. They are all exceptionally hard working which is clear on the hotels high standards |- Food- dinner has a great selection of dishes from British to Thai every night. All food was cooked to a high standard . We particularly liked the soup every night! |- Rooms were quite basic but very clean ||Cons (only minor!)|- there is a real hunger games atmosphere for the sunbeds which is unnecessary as there are plenty which could be moved. Many guests get up before 7am to secure particular sunbeds by the pool. I do appreciate it is challenging for the hotel to enforce these rules without causing a great deal of conflict.|- Bedrooms are being updated to more modern. We stayed in one of the older rooms which is great news of a new bathroom and hairdryer! Bed was comfortable!!|- Breakfast- it would be good to have a few more options such as smoked salmon and avocado or different yoghurts for those who do not wish to eat a cooked breakfast or meats and cheeses |- Atmosphere- we guessed there could be rules about noise, but it would be good to play music in the bar area a little later||Top tip|-try to book a room on the poolside of the hotel for views and entertainment |- If there are no sunbeds available, move or ask a member of staff to move one from the entrance area...