Jumeirah Mallorca

We had a wonderful holiday at the Jumeirah Port Soller. The setting was amazing, the staff were exceptional, and the food was spectacular. Our stay at Jumeirah was a perfect way to end a multi-week trip across Spain.

Has the Magic Gone? This weekend, we stayed at Jumeirah Mallorca. I have visited the hotel eight or nine times before, and for many years it has been among my absolute favourite hotels anywhere in the world. This time, however, the experience felt very different. The location, views, food and overall setting remain excellent — exactly what you would expect from a hotel at this level and price point. But what has always made Jumeirah Mallorca stand out for me has been the personal service: the feeling that the staff recognise you, know who you are, and make you feel genuinely welcome every time you interact with them. Unfortunately, that feeling was missing on this visit. It began with the welcome. There was no “welcome back” or any indication that I had stayed at the hotel many times before, even though this has been one of the things that previously made the hotel feel special. We had booked a sea-view room, including an upgrade from the standard rate. The first room we were given was located far from the main building, down towards the town, and had a noticeable smell of damp and cellar. After being shown the room, we immediately discussed whether something was wrong. We raised the issue with the hotel and were eventually moved to another room a few hours later. The second room was perfectly fine and similar to rooms we have had on previous visits, but it did not have the sea view we had booked. On the second day at the pool, the service also felt below the standard we have experienced before. We had to collect towels ourselves, and no water was offered, which has normally been part of the experience. Breakfast on the third day was particularly disappointing. We waited more than 10 minutes just to be seated, which was understandable as the restaurant was busy. However, after more than 25 additional minutes without anyone attending to us, I had to ask whether we could receive service for the breakfast included with our room. We then waited again, and in total it took around 45 minutes from entering the restaurant until food was served. It felt as though the staff were busy moving around, but not especially attentive to guests — and we were not the only ones waiting for attention. We had also booked dinner for Saturday night at Cap Roig, three to four weeks before our stay. When we arrived, we asked if it would be possible to sit outside on the terrace and enjoy the sunset. We were told this was not possible because everything was fully booked. I honestly had the impression that our table was only allocated at the moment the waiter walked us there, rather than being planned in advance. On the final evening, I received a call asking whether we could check out that evening because the morning would be busy. I was also asked what time we planned to leave and whether we needed transport. This was surprising, as we had a car in valet parking throughout our stay. I had also asked three to four weeks earlier whether it would be possible to stay a few hours after check-out due to a late flight. It seemed that this prior communication had not been connected to me as a returning guest. When settling the bill, I was asked whether I had been satisfied with the stay. I had to answer honestly that I had not. On this occasion, the hotel failed several times to deliver the level of service I have experienced there before, and the magic that once made the hotel exceptional simply was not there. For three nights, we paid approximately €3,000–€3,500. At that price, this stay simply did not feel worth the money. When the excellent service I have experienced in the past is delivered, I can understand and accept the premium. But this time, I felt more like just another guest in a very busy hotel. As an Expedia Platinum member who stays in many hotels every year, I fully understand that service levels can vary — especially when the price reflects that. But when paying a significant premium, I expect a significantly better experience. I know Jumeirah Mallorca is capable of delivering that, because I have experienced it there many times before. Sadly, this visit did not live up to that standard and next time we look for other options when coming back to lovely Mallorca.

Nothing short of exceptional. Staff were friendly and attentive, facilities were clean and the pool was great. Food was excellent - we had one evening of the fixed price offer at Es Fanals, which was excellent. Breakfast great, doormen and bell staff great, housekeeping made our room beautiful each day. Concierge very helpful and friendly. Highly recommend.

This is a world class resort yet very intimate and approachable. I’ve traveled extensively at these type resorts. This is easily one of the best in the world!

Our stay at Jumeirah Mallorca was honestly very disappointing. We booked five nights and accidentally booked one extra night ahead of our arrival. I understand that my booking was non-refundable, and I was not asking for a refund. However, I was expecting at least a gesture of goodwill or something to improve the overall guest experience. Unfortunately, nothing was offered. The experience felt uncomfortable from the beginning. When we arrived, I did not want to leave a deposit, and the response was that they would remove the mini bar from the room. That was awkward and made us feel as if we were not trusted as guests. I told them they could remove it, as I was not interested in using it anyway, but the way it was handled was very unpleasant. The service also lacked warmth. Even small requests in the room felt like an investigation, with too many questions instead of simply helping the guest. Another uncomfortable detail was the note attached to the bathrobe, explaining that guests can purchase it for €180. I understand hotels may offer items for sale, but the way it was presented felt unnecessary and awkward. It gave the impression that guests need to be reminded not to take basic room items, which is not the level of trust or elegance expected from a luxury hotel. Another serious issue was the room maintenance and safety. A glass and metal ceiling light cover fell down when we closed the door. Thankfully, it did not hit us, but it could have easily caused an injury. This is not something expected in a luxury hotel, and it made the stay feel even more careless and poorly managed. I have attached photos showing the item that fell from the ceiling. We also asked for a late check-out so we could use the pool before moving to another hotel on the other side of the island. Again, the answer was a flat no, with no alternative offered. The only time the hotel proactively checked on me as a guest was the night before my check-out, when they called to ask if I needed help with my luggage “early in the morning.” This felt strange, as my check-out time was at 12:00 noon and I had not said I would be leaving early. Instead of feeling cared for, it felt like the focus was simply on getting us to leave. I have stayed in hotels all over the world, and this was honestly one of the worst service experiences I have had. For a Jumeirah property, I expected a much higher level of hospitality, flexibility, maintenance, and customer care. The location may be beautiful, but the customer experience had zero wow factor. I understand there are plans for renovation, and I sincerely hope Jumeirah also invests in hospitality training and service culture at this property. The service team in Mallorca should reflect the same exceptional customer experience that Jumeirah is known for in the Far East and the Gulf. The physical product can be renovated, but the guest experience ultimately depends on how guests are welcomed, trusted, and looked after.