My husband and I spent 10 nights here in August. We both enjoyed the hotel overall and would considering returning for weekend, but the service at the hotel was very inconsistent. Throughout our entire stay, Rafael (who works at the front desk) was the shining star at the hotel. He was always happy, attentive and willing to help us come up with restaurants to visit, places to see, etc. If everyone we encountered at the hotel were as enjoyable to deal with as he, I would suggest this hotel without reservation.
The main issue with this hotel is that there were not enough people working at any one time- this includes at the front desk, at the restaurant and merely needing a bellman to collect luggage. When we arrived on a Friday morning, nobody came outside to help with our bags. We finally hauled our bags and clubs inside when someone finally appeared. I understand that this is a small thing, but it is an underwhelming first impression to have. Check in was easy, and the hotel stored our bags for us until our room was ready. On the second afternoon of our trip, I went to the concierge to get some restaurant suggestions for the following evening (as many restaurants close on Sunday). She was less than enthused to help me and did her best to just tell me to come back tomorrow to deal with restaurant options. I learned that there really is no true 'concierge' at this property. One person from the front desk just sits at the Concierge desk for a couple of hours a day but doesn't necessarily have the knowledge of restaurants or information about Mallorca one would expect from a concierge. We are pretty self-sufficient travelers, and we had made most of our restaurant reservations before arriving. If I had actually expected the hotel to help me in doing any planning, I would have been unimpressed (this was also high season, and the property was fully booked). Our biggest aggravation came half way through the trip. We stayed on Cash and Points, so we had two reservations- one for the first 5 nights and one for the second. A woman at the front desk asked me to sign the information/contract for the second half of our trip, and the price was WAY off. We were paying USD60/night plus points. The paper given to me had our rate at 100+euros per night. I said that this was incorrect, but having it remedied proved to be a multi-day ordeal. One manager even tried to explain to my husband and me that we just didn't understand currency fluctuations and that the number was correct. We are Americans who live in London and travel to continental Europe on a monthly basis. Our lives are run by currency fluctuations, but nowhere in reality does USD60=100euro! This wound up being corrected on our final bill, but it took days and days for this to happen.
The pool was fantastic. The main pool is gigantic, and there is ample room between pairs of lounges. Each pair has an umbrella as well, which was very welcomed considering the August sun. Even at full occupancy the pool area never felt crowded, and there was no need to wake up early to reserve chairs. There was one poor woman at the pool serving everyone ordering drinks and food. She worked so hard to keep everyone happy but had a hard time keeping up with the orders. The pool restaurant is VERY slow and understaffed as well, but this just goes back to my original comment concerning a lack of personnel working at the property. As an aside, my husband and I went to the Luxury Collection property on out last afternoon. The service at the restaurant there was no better, and the pool was so crowded that it looked like something one would find on the deck of a cruise ship. I had been wondering if we made the wrong decision staying at the less posh resort, but after that experience I was very relieved that we chose the Sheraton instead.
My husband was thrilled with golf being included in the rate. He played all three courses. I only played the par-3 and then spent some time at the range. This resort is fantastic for anyone wanting to golf, and the shuttle service makes getting to and from the courses simple.
The rooms were nice. I felt that they had a very corporate feel to them- dark carpet, dark wood furniture and bathrooms in need some of updating. At the same time, they are nice and large and easily fit our clubs and bags. We didn't spend much time in the room, so the only thing I really cared about was the very comfortable bed.
The hotel has a car rental agency on the property. We rented a car for two days. The representatives were easy to deal with, and we were happy to pay the premium to deal with an on premises agency.
I don't mean to give a review that spends more time on my issues than on positive comments, but I feel it is important for the hotel to know that service is not its strong point. In addition, travelers who really want a luxury experience might not find what they are looking for here. For travelers who are a bit more relaxed and don't need very high-end service, most can be blissfully happy here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
27 October 2011
Dear guests ,
first of all we would like to thank you very much for taking your time and giving us this detailed comments about you stay in our hotel
It is very important for us to receive this feedback. This is the only way to be able to improve and will help us to get better in our service.
We appreciate very much all your comments and will take this as an opportunity to improve. We would be very happy welcoming you back once again .
Thank you very much again and sunny regards from Mallorca
Babette G
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
