Cap Vermell Grand Hotel

“Average”

I hadn’t read the more critical reviews until I returned home. Unfortunately, they matched our experience of the hotel. The service levels were very uneven, many of the staff seemed to view guests as an irritation. The service was particularly poor at breakfast. We frequently waited over 15 min… more

I hadn’t read the more critical reviews until I returned home. Unfortunately, they matched our experience of the hotel. The service levels were very uneven, many of the staff seemed to view guests as an irritation. The service was particularly poor at breakfast. We frequently waited over 15 minutes for anyone to take our coffee order although we were generally given water sooner. Strangely, you didn’t seem to be allowed to serve your own water. It would then take another 10 to 15 minutes for the coffee to arrive. The a la carte items were similarly slow. One day, my husband gave up waiting after over 30 mins had elapsed and everyone else around us had received their orders sooner. I wasn’t eating that day as I felt under the weather. But our worst experience was one of the mornings when it was raining. We were sitting outside but we weren’t bothered because we had a large umbrella above our table. I popped into the breakfast room to get some buffet items. When I came back outside, my husband was sitting in the rain. It transpired that a large Spanish family had requested another umbrella and, without saying a word to my husband, one of the waitstaff had taken the umbrella that was sheltering our table and given it to them - and despite the Spanish family’s protestations. It is sadly relevant to say that we are a mixed race family and my husband is Black . He was the only Black person at breakfast at the time. I complained and asked the relevant person whether she recognised how rude she had been. Her response was to usher us inside and to give us a take away item to take up to our son. This is in itself an illustration of the uneven service. On the first day, we were told we could take up an a la carte item to our son who had remained in the room. The second day, we were told that they had made an exception and no other requests could be accommodated. Strangely enough, the day the breakfast service plummeted to new levels (some would call it a microaggression, I would call it racism), we were permitted to have another takeaway breakfast item. The cleaning of the room and the maintenance of the resort was similarly uninspired. There were tiny beads which remained on our balcony from the day we arrived to the day we left; one day the housekeeper decided that we should not be permitted to keep any of our belongings on the bathroom counter and shoved them all into the alcoves where they couldn’t be seen; and there was the same litter on the paths throughout our stay. The hotel has a gym onsite and guests can also use the country club just outside. On successive days, there were no towels and, on the last day, no water. The reception staff seemed perplexed when i requested towels and water and asked whether I wanted them now. On the plus side, the room was large, if in need of refurbishment, and the food at the Balearic restaurant in the evening was good and very good at Roka - which I understand has closed. Overall, the “holiday” felt like work. To improve, it needs the active involvement of senior management and supervisors with an eye for detail.

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“Disappointing”

Hotel room 5 star. Roka restaurant was amazing. But overall not great customer experience. Very under staffed. No light music or atmosphere at pool area. Very Slow wait pool service. Pool service stopped 30mins early 5:30pm! No explanation just short of staff at peak season. More interested in blo… more

Hotel room 5 star. Roka restaurant was amazing. But overall not great customer experience. Very under staffed. No light music or atmosphere at pool area. Very Slow wait pool service. Pool service stopped 30mins early 5:30pm! No explanation just short of staff at peak season. More interested in bloggers visiting. Very disappointing customer experience overall.

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