Purohotel Palma

Great hotel, ticks all the boxes, great rooms, staff, atmosphere. Centrally located in the old town. Plenty amazing Tapas restaurants nearby. 5 mins from the Cathedral too. Would visit again

I booked our 3 night stay at Puro Grand Hotel back in February 26 after researching hotels in Palma that I thought we would like for our short holiday in Mallorca. The Puro Grand is in a great, central location for visiting the sights in Palma with lots of restaurants nearby and some great facilities. I booked a Grand Oasis Suite based on room information and photos shown on the hotel website. The website has some lovely photographs and descriptions of the Grand Oasis Suite I chose this type of room based on photos and description on the website that clearly includes:- • Walk in shower • Bath tub • Double sinks • Spacious and light • Mini bar soft drinks and snacks included • Private terrace off room

There were some housekeeping problems on the day we arrived and the room that we ended up with was nothing like either the photos or the description on the website. We initially arrived at 12.30pm (which we knew was way before the advertised check-in time) and enjoyed a much appreciated glass of cava. There were also some snacks and water available for guests waiting to check in. We decided to go out for a walk around the city as our room wasn’t ready. The hotel was obviously very busy that day with many people waiting to check in. By 3pm our room still wasn’t ready (apparently there was a mix up with the room servicing rotas) but we were due to go out to visit the cathedral. We had booked a slot for 3.30pm and this was our only opportunity to visit the cathedral as it would be closed for the remainder of our short stay in Palma. I needed to change clothes so accessed my luggage so I could get changed in the reception WC. Just as I was getting ready to change clothes we were allocated a room. Unfortunately it was totally unsuitable. It was on two levels and had stairs up to the bedroom area that also had the bathtub in the same room as the bed (a pet hate of mine - no privacy!!) This was totally unsuitable for me, and such arrangements are not shown or described anywhere on the website so it was quite a shock! We refused this room allocation and went to visit the cathedral as planned after I got changed in the WC, and when we came back we were allocated another room.

This room was in a different building and totally different from the website description and unlike any photos shown on the website:- • No bath • One sink in the bathroom • Minibar soft drinks and snacks not included • Quite small and dark compared to Grand Oasis Suite shown on website • We were shown to a separate terrace with jacuzzi pool that we could use (not private) The hotel was clearly full so we got on with our holiday and enjoyed the lovely breakfast at the hotel and after a hot day sightseeing had drinks from the minibar in our room. On checkout we were charged for soft drinks from the mini bar (which according to the website should have been included) then also erroneously charged for champagne we didn’t have the day after we left. After we pointed out that we didn't have any champagne the hotel recognised that this was an error. However, minibar items were still charged. Apparently included soft drinks was a feature that was withdrawn "a long time ago". I think the hotel website is very misleading, particularly regarding the inclusions for the room types. The website clearly states that minibar soft drinks and snacks are included and that Oasis Suites have a “dreamlike bathtub”, neither of which we had. I appreciate that the hotel is quite quirky and unique in it's layout within a collection of historic buildings, but the website photos need to show a greater range of rooms to illustrate that fact. There should also been some text to make clear that some may have stairs, baths in the bedroom area, or no bath at all. I pointed this out in feedback to the hotel 10 days ago , however looking at their website today nothing has changed - so if this matters to you BEWARE!

Fab experience. High end hotel with exceptional service. Special mention to Elena the concierge who was so helpful and responsive. She helped with restaurant bookings, beach club bookings and arranging a fab private boat tour via mallorca4boat - highly recommend. Will return.