Sam
We were literally asked to leave the breakfast area because breakfast ended at 10:30 a.m. We weren’t even given a chance to finish the meal we had already started. Is this really how hotel guests are treated? I have stayed at many hotels, and I have never experienced such poor customer service. The breakfast staff were extremely rude and simply told us to leave. Because of this experience, I will never stay at this hotel again.
To make matters worse, there were blood stains on my bed sheets when I arrived. This is a very serious hygiene issue! Our room was not cleaned because we had the “Do Not Disturb” sign on while we slept until 11:00 a.m., which is understandable. However, when I informed the reception about the stained sheets, I was told that nothing could be done. I then requested clean towels and bed sheets so I could change them myself. Instead of receiving help, the receptionist (around 6:00 p.m.) responded with a passive-aggressive attitude and told me that I should not have used the “Do Not Disturb” sign.
Shockingly, the replacement bed sheets also had blood stains. Finding blood on one set of sheets is unacceptable; finding it on a second set raises serious concerns about the hotel’s hygiene standards!
Overall, my experience at this hotel was extremely disappointing. The walls are so thin that you can hear everything, the customer service is unprofessional, and the staff were consistently rude and unhelpful. I would not recommend this hotel to anyone. I will be escalating this matter to the appropriate authorities and consumer protection organizations
Eduard Badula
We really enjoyed our time at HSM Reina del Mar hotel in S’Arenal. The staff at the reception, in the restaurant and the cleaning persons were really kind, helpful, they seemed to be enjoying doing their work. The location of the hotel was great, close to the beach, nightlife, restaurants, shops. You find parking lots in the neighbourhood. The hotel has 9 floors, two elevators, each room has balcony, we had a really nice sea view. The room was spacious enough, it was cleaned daily, our bed was arranged everyday and the bedsheets always looked clean, I’m not sure if they were changed daily but they were always clean. Also the mattress and the pillows were really comfortable and in good condition. We checked for bugs as we always do and saw none. The furniture was in good condition even though it looked a bit dated. But we didn’t came in Palma to stay in the hotel rooms. The bathroom was clean, the towels were changed daily as far as I remember and we had hot water every time. There were full bottles of shampoo and shower gel. The reception looked modern and spacious. It has a bar and a TV, it has an outside pool and sun beds, there is a room to play ping pong. The food was really great, exceeded our expectations, with a great variety and they refilled it quickly every time. We had breakfast and dinner and every time they were great. After full beach days we were really hungry at the dinner and we always had good food to choose from. At the breakfast there were many vegetables, for protein there was tuna and varieties of eggs, plenty of deserts, croissants, pain au chocolate, yogurts, fruits like oranges and grapefruit. At dinner the main course was changed daily. Plenty of dessert, fruits, ice cream, vegetables. We thought before the trip that we would try the dinner one or two times the the hotel and then dine out some other nights, but the food was good everyday and didn’t feel the need to try other food somewhere else.
Zhenya Orobchuk
We stayed at this hotel from 3rd to 7th May. Pau at reception wasvery friendly and helpful.
While the location is great—with easy access to the beach, local shops, and public transport—the service was little disappointing.
One of us had a birthday on 6th May during our stay, but the hotel didn't even acknowledge it with a simple card, which was upset. The variety of food was good for breakfast and dinner.Furthermore, we were surprised that drinking water isn't provided on the tables during dinner. This is a basic international standard that was unfortunately missing here. Overall, a convenient location, but the hospitality needs improvement.
Best wishes from family Orobchuk, room 604.
Marija
the food is amazing, the staf is very proffesional and nice.
I mean you cant exepct to much from 3 stars, the rooms are clean and those maid make the beds like in the military. Very put together. The sound isolation doesnt exist. Ehem, you can pracicaly hear everything that is a bit pouder. Sometimes it can be a bit akward hehehheheh. But for this cheep price you get more that what you pay for
Erica Carreira
We really enjoyed our stay.
We arrived a little early for check-in and even so, they upgraded us to another room.
Breakfast and dinner were all great. Very friendly staff.
