Cap Vermell Grand Hotel

I stayed at Cap Vermell from July 14–18, booking two rooms via the Amex Platinum Fine Hotels & Resorts program. One room checked out on the 17th. Based on the hotel’s 5-star rating and its inclusion in the FHR program, I expected a luxury experience—but what I encountered was one of the worst hotel stays I’ve ever had. From the moment I arrived, I was met with indifference. I had booked a room that, per the hotel’s own listing, accommodated three guests. Yet when I requested an extra bed, I was quoted €100 per night over the phone—only to be charged €150 per night at checkout. Check-in was equally frustrating. I arrived at 7 PM and was told my upgraded room would be cleaned for me. I wasn't given access to the room until 10:30 PM—and no courtesy was extended while I waited. Not even a drink or an apology. The room's air conditioning never worked properly. I made multiple complaints. Twice, I was told someone was coming—only to receive a call 10 minutes later saying no one would be arriving and the issue would be “handled from the outside.” It wasn’t. When someone finally showed up, the unit banged loudly all night, keeping us awake. The next day a technician came, said he needed a ladder, and never returned. The room remained hot. Customer service was consistently dismissive: - I needed help securing a taxi after dropping off my rental car. The staff didn’t know how to help—I had to find my own taxi company. - My friend asked for an outlet adapter and was told if she didn’t return it, she’d be charged €10. I’ve traveled all over Europe and have never seen a hotel nickel-and-dime guests like this. - The $100-per-room FHR credit was essentially unusable due to unnecessary restrictions. Out of $200 total credit, I could only use €80—despite a bill over $1,200. - I asked a golf cart driver for a ride to reception and was met with an attitude, as if I was putting him out for asking to use the cart on a massive property. - For a 4:30 AM taxi, I was told I needed a 4:00 AM golf cart because it would be “very busy.” At 4 AM, the place was completely deserted. - A friend of mine wanted to book a spa treatment. She was pointed in the general direction of the spa (no offer of a ride). When she got there, it was empty. A sign said to go to reception. At reception, no one could help her. To make matters worse, every time Amex called the hotel on my behalf, the hotel would tell them lies, including that I only called about the air conditioning one time. I even sent an email as the hotel instructed—and no one responded. This hotel might have the physical structure of a luxury property, but the service and hospitality are shockingly poor. I felt unwelcome the entire time, and staff made it seem like every request was a burden. I never write reviews—but I couldn’t stay silent about this one. Cap Vermell has a long way to go before it can live up to the 5-star rating it claims.

Very disappointed with this hotel, we wouldn’t stay again and would not say it was worth what you pay per night. The pool bar is located at the children’s pool, with just roughly 10 seats available. It’s noisy, and we waited 40 minutes for food due to a problem with the gas. The adult pool is small and has around 20 sunbeds in total which is not practical based on the size of the hotel. We went to Roka for dinner. Food was great but the service was a real let down. Having to ask for numerous things several times. This felt like a shame considering we have been to many Roka’s worldwide and not had this issue. Our room smelt unpleasant and damp and the phone to call reception didn’t work so we wasn’t able to organise buggy’s to get us from A to B (very needed at a hotel of this size). Also something to watch for, small steps outside the front door and on pathways which I stubbed my toe on twice. Not at all visible unless you are literally looking at the ground. Breakfast was chaotic and understaffed. Coffees took 20 minutes to arrive after chasing the staff twice as to where these were and the food took 40 minutes, with items then missing when turning up. Would not recommend this hotel to any couples, or even families.

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.

Not suitable for family of 4 and more. All room type comes with a good size king bed. Of course adding a bed is not a problem. But junior suit is tiny and couldn't allow an extra bed and they put the extra bed in the living room of grand suite. Hotel facility is good. But need more maintenance work. Internet of room 83 was down therefore TV doesn't work too. Shorted staff to do a valet parking and driving the golf car to the room. Btw, pool staff didn't hand in glasses left in the pool. Couldn't retrieve from the lost and found counter. Overall, not a good experience. Family of 5. Grand suite x1 Junior suite x1

We went to relax by the pool, and it felt more like a children daycare than a club. The pool is only for children to jump and play, and the grass is for children to play soccer. The area with the children's swings seems abandoned. I don't think I'll go back because of the bad experience.