Just finished a week at this property. I have been visiting since it opened.
I thought a quick and dirty view from my own experiences.
The Good.
The hotel is stunning. This is not lost on most who visit. You feel you are in a very special place. The suites are very nice and free breakfast for globalists is a treat here. I am always amazed at the quality of the produce, much of it local. The breakfast team are amazing and they work hard. I do miss some management presence at times. During our first morning the computer lost its link to the kitchen and all the orders for a very full hotel where lost. Chaos reigned. It took me over an hour to get eggs.
The concierge valet parking service was great and it is free. This is a real bonus in a hotel where you will need a car. This is not often seen as a perk but we know hotels can charge crazy parking fees. Maybe they will in future.
They have changed the bathroom amenities to Le Labo. I am not really a fan but I know others will. My only previous experience was on a first class Ethiad flight. I find them a bit dull. I will say this is a good thing but personally I really liked the old Botega. It had a very strong smell but I recognise not everyones call. I think we will see more Le labo in PHs globally. (I pray PH Dubai keep their Aqua di Parma)
On arrival you are asked if you would like a glass of Cava. They have certainly improved the arrival experience which I think has had a lot of criticism.
I like the location and its serene setting. Canyamel is going under considerable redevelopment and there are a few new 5 star hotels opening. This could become a high class area with new restaurants opening. There is huge investment so I see this as inevitable.
Cala Radjada is a nice place to take a walk and is only 10 kms away.
There are some spectacular beaches close by. Cala Torta as an example.
The Bad.
I don't think this hotel has to many bads. They get it right or it goes real bad. Itīs just one of those properties. The one thing I do find irritating but not a show stopper are the TVs. I tried to chrome cast a few times and it works for about 20 minutes and then turns off requiring a complete system reset. Highly irritating. I don't normally watch tv on vacation but tried this time and it did not work. Additionally the TVs are internet fed and are buggy. The Rugby World Cup was on which I wanted to watch and it kept loosing connection. Disappointing.
The hotel public areas are a bit soulless. I call this bad because the setting is spectacular but the hotel does not seem to do much to encourage guests to use them. I will go into the food below but they don't use the real estate they have in my opinion.
The ugly
Upfront I will say that house keeping in this resort is probably the worst I have ever had in any Lux hotel. Last year we waited 3 days for glass (left by previous occupant) to be removed from the terrace after continually asking. My wife eventually went to reception to ask for brush to do it herself.
This year was no better. Toenails next to the bed (left by previous occupant, thank you I wonder if it is the same person 😂😂😂
, A dirty glass in the living room and crumbs all over the dining room floor. These are not little mistakes and I would not mind if I left crumbs and they were not cleaned up, but checking into a room like that was bad.
The pool is another thing that I don't understand. The pool is freezing. I know Mallorca is a seasonal place and many hotels close after summer but the PH stays open all year.
The rates have increased by a third, this is to be expected as a hotel gains a reputation. But in what is really the off season and no heated pool I think 500-600 euros for a standard room too much. The suites sit at 1200 ish which in comparison to the rooms is actually not that bad but the pool needs some heat.
The F&B at this resort is a disaster in my experience barring breakfast. Last year I had an amazing steak in tapas. This year no longer on the menu. I went to Asia. Work this out, an asian restaurant with no rice or noodle dishes. I had Peking duck and it was basically a duck breast covered in hoisin sauce. No aroma and very fatty. A big disappointment for us. We did not eat here again.
The worst F&B experience was pool side eating. My daughter ordered a chicken burger and it was served with a still frozen (I don't mean cold) I mean frozen solid bun, the Pattie was also cold. Terrible. We did give them another chance 2 days later and again the fries were stone cold. We did not bother again.
They have opened a new fine dining place but it was empty every night barring 1-2 guests.
F&B is hugely disappointing.
Summary.
Not sure if I will go back next year. I do love this place but I feel with rising rates, no improvement in service and appalling F&B it is not a value proposition for me. A great shame and I know from other guests I spoke to they felt the same. The funny thing is the solution is simple (Ish):
Heat the pool (I agree not that simple)
Improve housekeeping dramatically
Look at the F&B model.
I can live with the rates but not with the poor service as mentioned above.
Lastly, If you go to the hotel, read the magazine (the concierge) it is the most dreadful translation ever. The German will bring tears to your eyes if you can read it. This should not be the case in a luxury hotel.
I mentioned it to the front desk and they said we don't produce it it is outsourced... I felt this kind of sums up the attitude of this place which is one of leadership.
I am interested to see where rates go and I would guess they expect to get to the 800 a night model which would be fair if it was perfect and had a heated pool but it does not.
My advice is, go to this hotel, it is very very nice. Be aware though of its limitations and don't eat in the hotel. if your not a pool person (or have kids) and just want upscale accommodation and are happy to pay the price it will suit you fine. all in all it is a special hotel.