Hipotels Hipocampo Palace

Great hotel for relaxing and service

This is the second time my husband has been to this hotel, (the first time was last June '25) and my third time as I came with my daughter around 10 years ago. My husband and I loved this hotel last year, as did my daughter and myself. For us, the highlight was the food.

So this year we decided to come again as we were curious to see how the refurbishment looked. At one point however, we were seriously considering cancelling as the reviews after re opening were not great. In the end we decided to see it for ourselves and make up our own minds.

This time we stayed in the normal room in the main hotel instead of in a suite in the other building across the road.

We were met outside at the taxi by someone who helped us with our cases. At check in we were offered a drink, and we were able to get into our room straight away which was handy. The same gentleman took us to our room and showed us how everything worked. We were very impressed with the refurbishment both in the lobby and in the room. The rooms before were quite dated, so the refresh was needed, and it looked fabulous. I particularly liked that there was a huge walk in shower which was an improvement from before with a shower over the bath.

Other positives were that the whole hotel definitely looked much better with the refurb, apart from the grounds which were not finished. The pool area was still the same which is great. We love the pool area. So much space between sunbeds and a huge pool. We always managed to get a sunbed this time, despite a certain area being roped off for the serenity rooms. Sometimes we didn't get to the pool until after lunch as we went exploring some mornings. We still managed to get a sunbed. The guys that came round with drink orders at the pool were lovely and worked really hard.

Breakfast was still very good, with a huge variety to suit anyone, and the omelette station was great. Loved the fresh orange juice machine and the Cava as well. However, they no longer bring you pots of coffee, you have to use the machines and they were not great.

Although the refurbishment of the hotel is Fabulous, however, there were some aspects that were not so fabulous.

For us, the evening dining, was not as good as it used to be. One thing that we loved before was that you were assigned an evening table for the duration, but this is only allowed for serenity guests now. The food selection was definitely less than before and often Luke warm. It was good, but not great and quite average. Also, they used to have white table cloths on the tables, and it felt like you were in a really nice restaurant. Now, despite the refurb, it feels like you are eating in a canteen. We were there for a week and this time we ate out a few times for dinner, which we never did before. Unfortunately, the choice of restaurants within walking distance did not look great, but we found a few that you could get to in a 15min taxi journey that were excellent.

The evening entertainment was still very good, and we enjoyed that each evening.

They have definitely cut down on staff too, and that is very noticeable, particularly in the restaurant. Despite that, the staff were still really lovely, helpful and friendly. The rooms were kept really clean and again the staff cleaning the rooms were lovely and friendly. We did notice that the toilet seat was quite loose, we reported it in the morning and when we came back at lunchtime, it had been fixed.

Overall, we were glad that we had not cancelled and went ahead so that we could see it for ourselves. Would we go back again? I'm not sure to be honest. It is a lovely hotel, and the pool area is fabulous, so for that reason, we could possibly go back. If we did though, we would just do Breakfast this time. The serenity Club is quite expensive and I am not sure if would have been worth the extra cost, but others that have experienced it might think otherwise. We were disappointed that you could not get a table outside as they all seemed to be reserved for Serenity people, which is a shame, and would put us off going again.

So we would not say that we would never go back, but we would not be going back soon and I would be hesitant to recommend it with the same enthusiasm that I used to recommend it to people.

Stayed at this hotel for ten days in September and pre-booked a suite. Looking forward to this holiday as not had a holiday since 2018 due to my poor health unfortunately. We arrived slightly later than planned due slight mix up with taxi transfer with a problem with driver not locating on his phone the other couples hotel that we were dropping off prior to ours. Arrived at reception to check in just prior to midnight. We were advised then about the massively expensive refurbishment recently completed a few months prior. Once settled into the suite had a quick look around, plate of food and fruit to replace the evening meal we had obviously missed. Beautiful view of swimming pool, gardens etc but notice there was a small cabinet being used as a coffee/tea station and saw movement looking closely there were a number of ants coming out of a hole in the corner of the tiling in the grouting and they were running over the cups and saucers, under coffee machine and down the cabinet into the fridge underneath. My husband went down to reception to complain and the receptionist person had changed and said he would come to room with spray in a few minutes. Approx twenty minutes, no one arrived, so husband went down again to chase him up. He finally came and sprayed over the drinks station and told him to inform the following receptionist to contact the maintenance guy to re grout the hole in which these ants were arriving from. Unfortunately when checking the room more closely the ants had got further of course around the coffee table, in to the bedroom and some were on the bed, one in the bed and running along the skirting board. Needless to say it wasn’t a good nights sleep! Went over the following morning to the main building to complain as our building receptionist said nothing had been reported! Shocked at the negative and dismissive response from the one male receptionist there (his name began with an X) whose response was… it’s very hot so we get ants inside from the gardens, and you are on the 1st floor so you will get them. We requested again that the hole be filled up in the grouting and …..he refused saying we can fill one hole and they will find another to get in so there’s no point. I can offer you another room on the second or third floor but of course you may find ants in there and of course you will lose your view of swimming pool which will be the tennis courts and garden. We requested after that dismissive attitude (5 star hotel) to se the hotel manager. We did see her she was very upset with the response that we received and immediately got onto her phone to contact the maintenance engineer to bet the grouting done. Which was completed and the room sprayed again but for the rest of the holiday we still continued seeing odd ants, even in the wardrobe walking up our clothes etc. Anyway all in all we found the refurbished hotel not as good as it had been previously, the rooms were smaller and why did we have a table and two chairs in the bedroom , when we had a lounge. ? Still no cosmetic mirror for ladies to do their hair and makeup (close up of course) as leaning across the deep sinks in the bathroom doesn’t work, is it men designing these hotel rooms ? All staff in bars and restaurants and people in reception named Nico, Martin, Maria and Noemi were lovely and very helpful. Food a bit hit and miss sometimes and still true as previously mentioned in another review, why is the hot food cold ? If you fancy a cake and coffee in house in the afternoon you won’t get them from the mochachino /cappuccino bar, it closes midday. You have to go the pool bar! Enjoyed the pillow menu, really lovely ! But unfortunately we won’t be returning as not happy having ants in the room, never felt we could really relax.