Castillo Hotel Son Vida

The hotel owner held a private party tonight. Our room, 751, overlooks the terrace where the event took place. The noise level was deafening, making sleep impossible, and our room has no double glazing to block it out. When I first contacted reception, I was assured the party would finish by 23:00. It continued until at least 23:30. On my second call, the staff member was extremely unprofessional and rude, stating only that it was the owner’s event and nothing could be done — before ending the call abruptly. Subsequent calls went unanswered. When I went down to the front desk personally, the same staff member was dismissive and hostile. He ignored me completely and retreated to the back area. When I began recording for evidence, he threatened to call the police. We have been loyal guests at this hotel for twelve years running. This experience has been completely unacceptable, and we will not be returning. There are many hotels across Mallorca that value their guests and uphold proper service standards.

The reception was exceptionally friendly and professional. We did not perceive our affiliation with the Marriott group as disadvantageous in any way. Particularly noteworthy is the Guest Experience and Concierge service: The staff were attentive, competent, and dedicated. You can feel that they perform their tasks with passion and understand their craft. However, we were less impressed with the breakfast. Both the service and the offerings correspond more to a 4-star standard in our view. With some targeted adjustments and appropriate training for the team, the breakfast experience could be significantly improved. We also view the communication from the hotel management critically. Guests were neither informed in advance about a wedding taking place nor about the significantly longer duration of the bar renovation compared to the original announcement. More transparent information would certainly have contributed to a better guest experience here. There is also potential for improvement in the pool area. Especially in the afternoon, there were hardly any free loungers available. Many of them were only reserved with towels but were not used for extended periods. It would be desirable for the pool attendants to monitor such lounger reservations more consistently and to free up unused loungers for other guests. Overall, we still enjoyed our stay at Castillo Son Vida and felt comfortable in the hotel. Despite the mentioned criticisms, we would definitely book the hotel again on a return trip to Mallorca.

Hotel very nice, pool great, food poor. Had pool meals and restaurent meals and they were overpriced and very ordinary.