inturotel Esmeralda Park — Hotel in Santanyí

Our stay at this hotel was marked by a series of unacceptable and unresolved issues, all of which significantly impacted our experience.

We were first assigned to Room 105 (Building I), where we immediately noticed visible mold on the ceilings in multiple areas—including the living room, bathroom, and toilet. Even worse, the baby crib provided was covered in mold. This posed a serious health risk, especially as we were traveling with our infant. The condition of the crib was so obviously poor that it’s hard to believe any staff member could have missed it. In addition, the room door did not close properly, which raised further safety concerns. While the baby crib was exchanged quickly, the fact that such an item was ever placed in the room in that state was deeply unsettling.

We were moved to Room 107, but new issues appeared immediately. The bathroom sink had a drainage problem, and although a technician came to fix it, the situation only got worse. Water began leaking heavily from the siphon underneath the sink, flooding the shelf below. We had to clean up repeatedly to keep the bathroom dry and prevent our baby from getting wet. Despite our complaints, the issue remained unresolved throughout our stay.

All of this occurred within the first 30 hours of our visit. We sent a detailed and polite email to the reception team, but the only response we initially received was an automated survey. After that, there was complete silence. We had to follow up again after 2 days with a second email before we finally received a reply—offering a third room change. Given everything that had already happened, and the short window (until 2 PM) in which the move was possible, this offer felt more like a formality than a genuine attempt to improve our situation. After we wrote that this offer felt more like a joke, a manager got involved. Due to the many incidents, we requested a discount. Unfortunately, we were only offered a €200 voucher for a future stay. This also felt like a joke. It did not seem like management understood what good customer service means. Why would guests who had such a bad experience at a hotel want to return?

What made matters worse was seeing that Room 105, the one with visible mold, was re-assigned to new guests shortly after we left it. Interestingly, they too were gone the next day. This suggests that the hotel was fully aware of the condition of the room but chose to prioritize short-term profit over guest health and safety.

Beyond these serious issues, the overall management and upkeep of the hotel did not meet the standards expected from a 4-star establishment. Guests had to insert trash bags into bins themselves, and the dishes and glassware in the room were visibly dirty, with water and grease stains still on them. Nothing gave the impression that the room had been professionally cleaned. Pool towels could only be exchanged during specific, limited hours—again showing a lack of guest focus. It became increasingly clear that guest well-being was not a priority, and the main focus seemed to be minimizing compensation rather than addressing problems meaningfully.

The only positive aspect of our stay was the restaurant staff, who were consistently friendly and quick to clear tables.

Since the renewal of the whole complex is not long ago, there would have been quite some potential at this resort. The main property is well maintained and clean and looks nice. But to our impression, that reflects our experience even more. It seems that for the resort it is important to look good on the outside, rather than to really be caring about customer happiness and technical issues.

In summary, the multiple unresolved issues, poor communication, lack of accountability, and overall neglect made this one of our most frustrating hotel experiences. We expected a comfortable and carefree stay, especially given the hotel’s category and price—but what we received fell far short of that. We do not recommend this property and will not...

We stayed here as a family of four with our two young children (aged 4 and 8 months). This was our third visit: we previously stayed in 2022 before the renovations, and before having children, we also stayed at the adults-only sister hotel in 2021. We absolutely love the area—Cala Esmeralda is stunning, and Cala d’Or offers a great variety of restaurants, beaches, and lovely walks.||Unfortunately, our experience this year didn’t live up to our previous stays. This was primarily due to the changes made during the hotel’s renovation, which seemed to prioritise profit over guest experience.||Pros:||Rooms: The rooms are modern, clean, and well maintained. We stayed in an apartment with kitchen facilities, which was ideal for preparing food and bottles for our baby.||Location: The hotel is beautifully situated, with easy access to nearby restaurants and a short walk to the town square.||Gym: The gym was well-equipped with modern machines, though it’s quite small considering it serves two hotels. By 8 a.m., it was already very busy.||Cons:||Pool Area: Post-renovation, the pool area appears significantly smaller. Even outside school holidays, it felt crowded. It’s hard to imagine how it copes during peak season with bigger kids around. We also noticed children being told their inflatables were too large for the pool, they were normal inflatables, its just a shame that the pool was too small to accomodate them.||Sun beds: As many others have pointed out, there’s a real shortage of sunbeds. We often had to use daybeds located far from the pool. The presence of an “adults-only” sun bed section seemed counterintuitive—especially given the adults-only sister hotel next door. Most days, this section sat empty while families struggled to find seating.||Pool Bar: Prices were high and the quality disappointing. We were given no menu—just a list recited by the waiter. We ordered chicken burgers (which turned out to be three chicken nuggets in a bun) and a toastie for our daughter—£40 for a very underwhelming meal.||Coffee: Despite new machines at the pool bar, the coffee was consistently poor. Head to Clement Bakery for a good coffee.||Entertainment: There was no daytime entertainment, and none at all on weekends. The mini disco was basic and started at 8 p.m.—a bit late for younger children, which made evenings feel rushed after dinner.||Service: Service throughout the hotel was minimal. Upon arrival and departure, we received no assistance with our numerous bags, buggy, and pram—despite having to reach a room on the far side of the resort. There’s also no poolside service, and overall staff presence was noticeably lacking.||Accessibility: We stayed in Block P, which has no lift. This meant carrying the pram and buggy up and down stairs multiple times a day. The hotel layout also requires long detours to avoid steps—very inconvenient with small children.||Atmosphere: There was very little atmosphere during our stay. The lack of entertainment and visible staff made the hotel feel lifeless.||Dragoland: We opted not to use this facility as it came with an extra cost. From what we could see from our room, it appeared very small for what’s essentially a paid kids’ club.||Overall:||It’s disappointing to say, but the renovations seem more focused on revenue generation than guest comfort. The smaller pool and expanded bar seating suggest a shift toward monetising common areas, while extras like Dragoland feel like add-ons rather than enhancements.||We had hoped this would become a regular family destination, but sadly, we won’t...

We stayed at this hotel in mid-June and, unfortunately, it did not live up to our expectations. In our opinion, it is overpriced and lacks the level of quality and service one would expect for the rate.

To begin with, parking was a real issue. On our first night, we had to search the town for quite some time before finally finding a spot – not exactly the relaxing start we were hoping for. The breakfast was underwhelming, with very limited fresh fruit (just watermelon and honeydew), hardly any plant-based or vegan options, and an overwhelming focus on meat and sugary items. The quality of the food overall left much to be desired.

We didn’t book the half-board option, and we’re glad we didn’t. Several other guests told us that the dinner was equally disappointing. However, that brought its own challenge: dining out in Cala D’Or. The culinary scene nearby is unfortunately lacking. The restaurants closest to the hotel are mostly touristy and mediocre. To find decent food, we had to walk or drive a fair distance.

The hotel’s beach bar looked promising at first glance, but the prices were steep and didn’t match the quality of food and drinks served. We also found it frustrating that there were almost no snack options for children on-site. Many families ended up taking food from the breakfast buffet to get through the day. Local supermarkets are overpriced and offer a limited selection.

While parts of the resort have clearly been renovated, the work isn’t complete. During our stay, there were still small construction areas, and the elevators were not functioning – a noticeable inconvenience. The photos and videos on the hotel’s website only show the updated parts, which felt somewhat misleading. For example, the main dining hall, which is still outdated, was in closed old-fashioned building that felt loud and chaotic, especially with many families and small children around.

Although the hotel is located right by the sea, the beach is public and has no loungers. Guests have to lie directly on the sand, which isn’t for everyone. Because of this, most families gather around the pools – making them very crowded and noisy. There simply weren’t enough sunbeds to accommodate all guests; on some days, we had to wait 20–30 minutes to get one.

The pools themselves are nicely designed, but due to the number of people, they’re not ideal for sensitive or introverted children who may feel overwhelmed. The playground was also a letdown – small, outdated, and uninspiring.

Additional small details added to our frustration. There were no iced coffee options at the bar, and no soy or oat milk available – a small thing, but in 2025, one expects more flexibility. Our room safe didn’t work, and when we called the front desk, we were told to come and collect a magnet to fix it ourselves. It felt like we were expected to solve the problem, even though it clearly wasn’t ours to fix.

Overall, the service at the reception was just average – not rude, but not particularly helpful either. The only consistently friendly staff were the housekeeping team, who did a great job. When we asked about kids’ activities, we were simply told to “check the website,” which felt dismissive.

There were no complimentary toiletries in the room, and the Wi-Fi was quite slow.

All in all, the hotel simply did not deliver on the promises made on its website. It might suit guests with very modest expectations, but for us, the overall experience and value for money were disappointing. We wouldn’t return and wouldn’t recommend...