Suites Roc Portonova in Palma Nova

We booked a suite for 5 people with 2 bedrooms and a sofa bed, but when we arrived, those who slept on the sofa bed had neither pillows nor adequate sheets, nor even a place to put their clothes... not to mention the cleaning, which was never done in a week.

Would advise everyone to avoid this hotel. Upon booking we were under the impression that we would be checking into a brand new renovated room which was advertised, my god it was like living in hotel hell! We were put on the old side. Absolutely awful experience. There were ants EVERYWHERE! They were in our beds, cluster of ants on the floors, just everywhere. Myself and my kids were eaten alive with ants bites! The balcony doors DO NOT lock so that is such a major health and safety hazard for children especially. The air conditioning does not work! The room smells of damp and mould. The furniture is so dated it's like something from the 1800's. We went away as a family of 18 and booked 4 rooms. Every single one of our rooms had ants! We had a 12 week old baby and a 1 year old baby with us and the the way they had to sleep in them conditions was appalling. There was a lat of wood hanging off thr wall with rusty nails sticking out of it, if someone had of stepped on that I dread to think what the outcome could have been. The staff were extremely rude, we had to give a €200 deposit upon arrival for any damages to the room. They should be paying us €200 euro to stay in this hotel it's that bad. Since arrival and every day of our stay we have complained about maintenance problems which never got fixed, let alone even looked at. We were threatened with our €200 deposit for complaining as it was disrespectful to the staff and it was policy they could keep the €200 deposit for complaints made, I still have not seen this policy, I've never even heard of such a pathetic excuse to withhold a deposit. Staff was no help whatsoever with us. I would advise anyone to avoid this hotel, its in unlivable conditions and that old side should be shut down immediately! We were still waiting on a phone call from the so called hotel director 5 days into the stay. I wouldn't return ever again.

Where do I even begin with this hotel. Upon arrival to our room there were ants on the floor and the balcony door did not lock as this was a ground floor room we did not feel safe with this. After speaking to reception a member of staff moved us to the room next door, again the door did not lock. We then moved for the 3rd time to a room on the second floor. When we arrived to this room the door was open as it was late we did not think much of this until we realised that the front door would not lock from the outside and could only be locked from the inside with a flimsy slide along bar. Meaning that our belongings would be left open whilst we were out. The door also had holes in that had been filled, I will insert pictures. The following day we spoke to the handy man who came and looked at the door and said that he needed to go and purchase a new locking system for the door. This meant that we could not leave our room until he had completed the work. After fitting the new locking system the door was still not fixed and he had to shave the door. The air con in the room was extremely poor. This is the only hotel I have ever stayed at where the cleaners did not visit for the full 5 days that we were there I had to ask for clean towels at reception and even ask for toilet roll where the receptionist gave me 1 toilet roll as that was all he could find. When I asked about cleaners I was told they clean after 3 days but we did not receive this. Our room was very outdated however the hotel is currently being renovated and those rooms which have been renovated look beautiful and the cleaners seemed to be present every day. I asked about an upgrade considering our current situation and I was told it would be €70 per night per person! After we have already payed £1000pp for the holiday. The food included in the bed and breakfast was diabolical bread/croissants all left outside uncovered. Bacon, egg and sausage all looked undercooked, I will insert pictures. The positives of this hotel - Comfy bed - Perfect location - Good entertainment around pool - This hotel will be nice when fully renovated but until then I would not recommend it.

We had a terrible experience with this accommodation. The pictures do not represent what you will get. When we checked in we were given a room in the "old part" which was absolutely disgusting! We then had to upgrade to the newer part (which are the only rooms pictures on both Trip.com and on the ROC apartments website). for 40 Euros/night. Then the air conditioning didn't work, then there was a flood one morning - the room had ants all over the place- in our bed, all over the kitchen. There were no sheets for the fold out bed. When we asked to speak to a manager there was nobody ever on site. We'd never go back and I'd warn anyone that the rooms pictured on any booking site including their own are totally misleading!

Where do I even start. Booked this hotel for a week pre-stay before we board our cruise. Arrived at 3am due to delayed flight, check in was smooth and we queried about having a renovated room before we received our keys as we had read previous reviews. The male worker replied with a snappy “well have you had a problem with us and renovation before?” which made us feel we were rude to even politely question it! We received our key, went to our room to be met with a shabby door covered in paint splat. Our key then wouldn’t actually turn in the lock. We went back to reception and he also could not turn the key. He then gave us another key and struggled to open the door again, but got it open after a minute or so. He left us and we tried the key again and WE COULD NOT OPEN THIS DOOR. We thought we would break it if we kept trying! So back to reception we went and he came back and had to properly shove it using his body weight. We still weren’t keen on how stiff this door was and asked for another room where we were met with a shrug of the shoulders and told there’s no availability saying “well what do you want me to do about it?” Thinking it couldn’t get any worse, we went in to be met with dirty floors, mould, the smell of mould, cables out, lights almost falling, dust everywhere, bugs everywhere (dead and alive) and a balcony door that would not lock securely at all. The AC switch had danger NO written on it so we did not touch. As it was now 5am at this point, we went to sleep and returned to reception in the morning at 9am. They had no more available rooms so they fixed our door and turned on the AC and left us with a dustpan and brush to sweep up the disgrace on the floor instead of doing it themselves. So rude and completely unacceptable. We could not stay another night. The only reason this hotel gets 1 star is because the receptionist in the morning was actually helpful and made us feel understood, and told us that the conditions were unacceptable, unlike the nighttime receptionist who couldn’t have cared less. Do not stay here.