Great Stay with Minor Improvements Suggested
I visited the hotel and Puerto Pollensa for the first time this month with my wife, staying for ten nights, and had an amazing experience overall. The staff are extremely pleasant and helpful, doing everything to make your holiday as enjoyable as possible. As an intermediate Spanish speaker, they even assisted me in improving my vocabulary, which was much appreciated. I've promised to be more fluent on my next visit! While our stay was wonderful, we felt there were a few areas that could be improved, though these are just personal opinions and not criticisms of the staff as a whole.
Upon arrival, we were warmly greeted by the lovely Margo, who offered us a glass of rosé prosecco—a delightful touch. Due to my Crohn's disease, we were kindly given early access to our room, which was much appreciated. However, the downside was having to carry our cases, weighing 22kg each, and hand luggage up four flights of stairs. A concierge service would have been incredibly helpful. Surprisingly, our third-floor room had no elevator access, which made the climb of 4x8 steps tiresome in the heat, especially as we are in our early and mid-50s. This situation could pose even greater challenges for older guests or those with mobility issues. A single access lift, potentially placed at the front or rear of the stairs, would be a valuable improvement.
The hotel itself is spotless. Our pool-view suite on the third floor was very clean, featuring a balcony overlooking the pool with beautiful mountain views. The bed was extremely comfortable, and the bedroom included a full-length mirror. The suite also had a well-equipped kitchen with a fridge and hairdryer. However, the provided steamer wasn't very effective, especially for linen clothing. I requested an iron at the reception, but it ended up burning my shirt and catching fire! Shockingly, the smoke alarms did not activate despite the room filling with smoke. I had to unplug the iron immediately and place it outside on the balcony table while it smoked. On the positive side, the shower was excellent, supplying shower gel, shampoo, and conditioner. The room was overall excellent, though the air conditioning could be cooler. Cleaning services were provided every other day, which was sufficient.
The pool itself is beautiful, equipped with amenities for guests with disabilities or mobility challenges. However, we felt the atmosphere around the pool was lacking. With permission from other guests, we played our own music, which was very well received—many enjoyed some '70s and '80s feel-good songs. While a DJ plays late on Wednesday afternoons, we believe daily music and possibly pool activities like volleyball could enhance the atmosphere. Guests also suggested that complimentary snacks or drinks occasionally would be a nice touch. Sunbeds were generally easy to secure, as long as you got up before 8 AM. The poolside facilities, including the toilets, were immaculate and conveniently close.
The bar and restaurant areas are excellent, and both the food and drinks are of high quality. Although we were on a half-board plan, we only dined in twice during our stay—the BBQ night being one of them—as we wanted to explore Puerto Pollensa’s incredible dining options. What we did eat at the hotel was delicious, with plenty of variety to choose from. Breakfast offered an expansive selection that catered to all dietary preferences, including freshly prepared omelets, which were wonderful.
One concern that stood out to us was the lack of security regarding non-guests using the facilities. We witnessed a small group of young women, joined daily by three or four friends, using the sun loungers and even having breakfast despite not being hotel guests. This went on for about five days, and we noticed they were never approached or challenged. While evening meals required confirmation of your room number, breakfast did not. Introducing colored wristbands with the dates of stay could help prevent this and offer better overall security for guests' peace of mind. Additionally, there were instances where towels were left on loungers for hours by people who were clearly off-site, preventing residents from using them. Fortunately, on some days, these towels were removed after a certain period, which is the right thing to do.
Despite the few negatives mentioned, we thoroughly enjoyed our stay and have already booked a return visit—this time reserving a Junior Suite on the first floor with lift access to avoid the previous challenges.
As for Puerto Pollensa itself, the area is simply stunning! The pine walks, harbor, square, and surrounding areas are spectacular, offering so much to explore. The old town of Pollenca is a must-visit, with its magnificent cathedral, the Calvari steps, and charming backstreets filled with delightful restaurants and bars. It's truly magical, and we can’t wait to return.
Overall, the hotel provides everything you could want, with staff who go out of their way to ensure your stay is special. Addressing some of the minor points we’ve raised would make this wonderful hotel even more exceptional.