This is a five star hotel and with that, has some ...

This is a five star hotel and with that, has some expectations that need to be met. I have been to many five star hotels and feel like I have an understanding of what those expectations should be.

What Was Great

1) The hotel grounds are stunning

2) The second part of the hotel across the street, accessed through an underground tunnel, was also spectacular

3) The food quality and presentation was excellent

4) The location is ideal. Palma is close and other areas with nice shops, restaurants, marinas are also fairly close by

Opportunities For Improvement

1) The service was very slow. It generally took about 15 to 20 minutes to get a drink from the pool area

2) We stayed in the main building in a newly renovated room with a sea view. Our room had a queen sized bed and only a few rooms throughout the hotel have king sized beds. Our room had space for a king bed and a king bed should be expected

3) The air conditioning in our room didn't work and one of the closet lights kept flickering, which was annoying. We had a maintenance person fix the air conditioning but they didn't fix the lights

4) The in-room coffee maker had a cord too short to plug it in while on the table so you had to boil water on the floor. And the coffee cups don't have handles big enough to fit a finger through. I don't know why someone would make or order these cups.

5) The staff say that it takes up to 40 minutes to get a taxi. The staff encouraged you to book their shuttle into town for 6 /pp. But taxis are actually easy to get and far more cost effective

6) We requested a late check out the night before. The desk said no problem because no one had booked our room the next day. We reconfirmed in the morning and the desk said no because there was a big group coming in and they needed our room. They wanted to charge us extra for a couple of hours

Overall, it is not just the grounds that give a hotel its stars. I expected better service from a five star hotel. I ended up leaving feeling like I was not a valued guest and the reception staff really didn't want us there.