Hipotels Gran Playa de Palma

This is a beautiful hotel. Spotless throughout. I have stayed in lots of 5* hotels and I was amazed how clean the public toilets were no matter what time of day. The cleaners do an exceptional job. Check in was very quick, room was beautifully decorated and cleaned every day. Pool lovely and warm. The snack bar was great for food, all the drinks were exceptional no watered down measures. Great wine, prosecco , cocktails and San Miguel on tap. Breakfast was great, didn’t use the restaurant in the evening so can’t comment. There is only one niggle that I have and that is it would be great if there were water stations dotted around the place. Apart from that I cannot fault this hotel. Will definitely be returning. One more bonus literally 10 mins from airport

I stayed at this hotel with a friend for one week. Unfortunately, just before our arrival, I had a serious accident that left me unable to walk properly. My doctor advised me to avoid long walks, get plenty of rest, and not wear long trousers so my wounds could heal properly.

For dinner, I was dressed appropriately except for wearing long trousers, which I was medically unable to wear. When I tried to enter the restaurant, I was refused entry and directed to reception to ask if an exception could be made.

At reception, I explained my situation and the medical reasons why I could not comply with the dress code. I was simply told that no exceptions were possible. Instead, I was advised to walk outside every evening to find another restaurant.

Because of this, we had to walk a long distance to find a suitable place to eat. This put unnecessary strain on my injuries and caused my pain to increase significantly that night.

I tried to explain the situation again, but I did not feel that anyone took my concerns seriously. I asked whether guests with disabilities or mobility impairments would be treated the same way. The manager confirmed that the rules would apply to everyone. I found this response disappointing and lacking any empathy.

What made the situation even more frustrating was seeing other guests whose clothing also did not appear to fully meet the stated dress code, yet they were allowed into the restaurant.

The only solution offered to me was to have dinner delivered to my room every evening. After paying a considerable amount to stay at this hotel, I did not expect to spend my holiday eating alone in my room because of a temporary medical condition.

I understand that hotels have dress codes, and I normally have no issue respecting them. However, I believe that a reasonable exception should have been made for a guest recovering from a serious accident, especially when the circumstances were clearly explained.

What disappointed me most was not the dress code itself, but the complete lack of understanding, flexibility, and professionalism shown in handling the situation. I expected much better customer service from a hotel of this standard.