Edén Restaurante / Hacienda Na Xamena — Restaurant in Sant Joan de Labritja

Disappointed – Didn’t Feel Safe Staying Here

My experience at this resort was deeply disappointing and left me feeling unsafe and uncared for. The core issue was the mishandling of my essential medication, which disappeared from my room — and the way management responded left me deeply disappointed.

I have a chronic illness. On July 19th, I discovered that a brown Amazon package containing my prescription medication had gone missing from my bedside. I contacted reception, believing the turn-down service may have mistaken it for trash. I was told the rubbish had already been removed and was irretrievable. That alone was frustrating — but what followed was a snowball of customer mismanagement.

I requested a modest gesture of goodwill: €100 to cover a virtual doctor consultation and emergency medication so I could continue my travels safely. This amounted to just 3% of our ~€3,000 bill for three days. I wasn’t expecting the hotel to admit liability — but I did expect empathy, especially given the health implications.

Instead, the general manager, Viktor, refused. He offered a virtual doctor appointment — but only if I paid €50. That price exceeds the standard market rate (€35 from services like DoctorSA or MediDoctor) and felt like a markup on my health crisis. He also offered to collect the prescription, which showed a lack of understanding: pharmacies require in-person passport verification, and I was departing the next day anyway.

After expressing my disappointment, Viktor did offer access to spa pools (worth €80 total) as a goodwill gesture, and I said I’d accept that if he also covered the €35 doctor fee. He refused, doubling down that I had “no proof” the medication had been thrown away. At times, his tone made me feel like he was questioning my honesty — a deeply unpleasant experience for someone dealing with a problem relating to health.

This lack of empathy changed the entire atmosphere of the resort for me. From that point forward, it no longer felt like a place to relax, but a business focused on extracting money at every turn. Even basic decency came at a cost. Viktor didn’t need to accept liability — just to extend some human understanding. A €35 gesture would have gone a long way toward restoring trust. Instead, he chose to distance himself entirely, leaving me feeling dismissed and devalued.

Having worked in tourism myself, I know the cost of guest dissatisfaction. A small act of kindness could have transformed the situation — and led to positive word-of-mouth. But Viktor’s response was rigid, cynical, and tone-deaf.

It’s sad, because the resort is stunning. Our room was beautiful, the bed was incredibly comfortable, and the design is top-tier. Many of the staff were kind and sympathetic — but they were powerless to act, as everything went through Viktor.

To the owners of this family-run hotel: if this had happened to a loved one of yours, would you be comfortable with how it was handled? I strongly urge you to reflect on whether this is the leadership and guest care you want representing your brand.

For future travelers: You are likely to find equally beautiful surroundings and better service at resorts like Ca Na Xica, where the staff’s focus is on guests — not profit. You won’t miss anything by skipping this place.

Ultimately, luxury is not just about aesthetics — it’s about how you are treated when things go wrong. I left not with memories of the views or decor, but with a lasting feeling that I was just a number. That should never be the legacy of a...

If you are someone who is accustomed to 5star service and excellence in hospitality in Middle East or London I would certainly not recommend staying at this hotel which is a great shame as the views and surroundings are breathtaking but the hotel operations, management and ground level service is outrageously poor & disappointing. From the moment we arrived we have experienced issues however, we gave the hotel multiple chances and a period of 3-4 days to see if there was any improvement, unfortunately the terrible service continued, and in fact had gotten worse with consistent issues and complaints throughout the duration of the stay. Below are our lowlights and few highlights of our stay:

Poor, unfriendly, no-can do attitude from numerous staff members at front desk, pool staff and customer service, when asked for anything or when addressing our concerns numerous occasions where food had been sent back as is was either extremely undercooked or extremely burnt. At one stage we had to return our eggs twice and were told the chef can not make eggs how we like. As a five star hotel I find it very difficult to understand how a chef can not cook basic eggs. We were left hungry & unsatisfied at breakfast due to this issue. The most incompetent hotel manager (Irina) I have ever met, aggressive, uncooperative and threatening attitude. This led to an extremely uncomfortable confrontation at the Spa where we were threatened to be kicked off the resort for an innocent misunderstanding. As a result the complementary treatments were cancelled as our mood was totally ruined by this individual and nothing was rescheduled or offered in compensation to this. In my opinion this individual needs to be replaced immediately with someone more competent if the hotel operations, service and management are to improve. Poor housekeeping, room found unclean on numerous occasions with shoes being placed on the coffee table where we eat and dirty cotton pads not being thrown away and surfaces not being cleaned. Again basic sanitisation issues which is alarming. Numerous occasions, no fresh towels found by the pool and when we asked the staff members at customer service they would continue to talk or be on their phones while a number of guests are stood waiting in the sun for towels. Again I find this unacceptable. Totally unable to enjoy the stay due to the above and many more issues, especially feeling frustrated and helpless with no one to turn to to help overturn our negative experience. I would like to thank only the following individuals who showed compassion and constant positive attitude, enthusiasm and worked hard during the stay: Joan by the pool and Magjed at Eden - both extremely helpful, professional and lovely personality. Also Alba from house keeping, who brought us flowers which was very heart felt as she tried to brighten our mood from the negative experience. As someone who builds Hospitals & Hotels for a living in the Middle East and is well versed in hospitality and customer service I will certainly be sharing my thoughts and feelings with the Owners directly who I am sure will be very concerned about this feedback.

Best...

The only thing good here is the outstanding views out over the cliffside bay. Everything else is sad and although it definitely has potential, it needs a complete renovation and new management. Where do we start: *The shower in my room was