Suites Roc Portonova in Palma Nova

Don’t know how others had a 5 star experience here, while we had the worst accommodation.

While the renovations were beautiful, there was absolutely no working air conditioning in the new rooms. DO NOT STAY HERE, if you value good sleep & working AC.

Since the AC was not working, we were forced to sleep with the windows open, because it was actually cooler outside than inside the rooms - this resulted in multiple mosquito & bug bites! The night staff let us relocate to an old room with working AC, until the morning crew can come “fix” it the next day. While the old room had cold air, it was crawling with ants and broken shower.

The next day arrived, nothing was working for us and we wasted 2 days of our holiday going back and forth trying to find a room that actually worked. We decided to leave early, because there was no resolution to the existing problems - and still was charged full price for the 2 horrible days! This place is not safe to stay during a heat wave! Honestly, we should have slept in the lobby!

Also there was a bunch of partygoers playing loud music Nextdoor until 2am. We tried to notify the night staff, but no one was there at the front desk.

Don’t let the other positive reviews & new rooms fool you. Would not recommend this place to anyone!

Not the best value for money deal

Disappointing Experience – Poor Maintenance and Facility Issues
While our room offered a nice sea view and a decent amount of space, the overall quality and facilities were far below the price we paid.

The air conditioning in the kids' room was broken, taking two full days to resolve. The hotel's temporary fix was a portable AC unit with an exhaust hose propped through an open window, allowing mosquitoes to swarm into the room (as shown in the photo). To make matters worse, the portable unit continuously leaked water all over the floor. Housekeeping failed to clean it up, forcing me to manually drain and clear the water myself. We also had to deal with ants crawling across the floor.

Given the rate we paid, the lack of maintenance and basic comfort was very disappointing.

I can’t help but share my experience with this hotel.

On our first day, we had to change rooms three times. The first room had water leaking from the kitchen ceiling, pieces of plaster falling down, and exposed electrical outlets. I was travelling with two children, aged 4 and 9, so this was completely unacceptable and felt unsafe.

We were then moved to another room, but it had mold around the air conditioning units.

I do want to mention that the receptionist was incredibly kind, patient, and did her best to help us. She really tried to resolve the situation, and I appreciate her efforts.

Unfortunately, our departure reminded us once again of the hotel’s lack of professionalism. Our check-out was at 4:00 a.m. The evening before, I asked twice whether there would be any issues if we completed the check-out in advance so that we wouldn’t be delayed during the night. I was assured everything would be fine.

However, when we came to leave, there was nobody at the reception. Our taxi was already waiting outside, but there was still no one available. I had to call the phone number listed on Google. A sleepy man answered, claiming that I had called a different hotel. Ironically, a minute later, the very same man walked up to the reception desk to check us out.

To make matters worse, during the payment he was rude to me. I chose to pay in Swiss francs with my international bank card, which is a standard option offered by many banks. He became annoyed and told me that I couldn’t decide how to pay and that it wasn’t my choice. It was obvious that he simply did not understand how international card payments and currency selection work.

This kind of unprofessional and disrespectful behavior is unacceptable in the hospitality industry. Between the unsafe rooms, the poor organization, and the rude service at check-out, our stay was extremely disappointing. Unfortunately, I cannot recommend this hotel.

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.