Serrano Palace

The Serrano Palace impresses with excellent cleanliness, good cuisine, and always friendly and helpful staff. Very good check-in; here at the reception, the staff is friendly and competent as well. The rooms are generously sized, the air conditioning is top-notch, and the room service is also very good. Conclusion: A very good recommendation for a trip to Cala Ratjada, only marred by a few selfish individuals who must smoke right next to the breakfast terrace, which is unfortunate for the majority who want to enjoy breakfast outside in the morning. An extra point goes to the staff.

We are just back from a week in Serrano Palace. We stayed halfboard in a junior suite, we cant wait to go back. The staff, food and facilities were outstanding, we absolutely loved it and totally relaxed, it is our 4th time staying there. I would highly recommend the yoga classes given by Cindy, she is passionate about ensuring the client gets the best out of each class.

The Serrano Palace is visually a well-kept establishment, but the service at the reception and the lack of flexibility from the hotel are unworthy of a hotel of this class. Service chaos & medical emergency: During our stay, the director was present and organized special dietary food for my wife. However, her efforts were undermined by the reception, particularly by a completely disorganized Ms. D. Ms. D. spoke little German and seemed professionally overwhelmed. Despite two explicit requests for a German-speaking doctor, she referred us to a doctor who spoke only Spanish. The consultation for €180 in treatment costs had to be painstakingly translated using Google Translate. Room booking & transparency: Preliminary emails were ignored. At check-in, we were told that there were no garden rooms available on the upper floors, in order to sell us a paid upgrade (+€20/day) for a room on the 4th floor. And then to sell it as "quiet," when it was actually loud due to a disco. Only after a massive complaint was our original request for a room on the upper floor suddenly available. A transparent sales strategy. Lack of goodwill regarding compensation and departure: The offered compensation for the room ordeal was a joke: With 10 days of remaining vacation, we were offered only 3 days of free parking or access to the rooftop terrace (valued at $20) – and this was with an almost empty parking deck. Due to illness, we ultimately had to cut our vacation short by three days. Despite having paid for half board in advance, there was no goodwill or refund for the unused days. The worst comes after departure (insurance blockade): Even more frustrating is the behavior after our return: For our trip cancellation insurance, we need a simple certificate regarding the early departure. Despite multiple requests, the hotel and the director have refused to issue this document to us until today. They are deliberately blocking the claims settlement with our insurance! Technology: Defective whirlpool jets were only repaired after a week and multiple reminders. Conclusion: Beautiful facade, but the service is a disaster. From the incompetence of a Ms. D. at the reception to the blatant obstruction after departure: Here, profit takes precedence over the guest. Never again!