Pure Salt Port Adriano Hotel & SPA - Adults Only in Santa Ponsa

I am very sad to not give this place 5* as we had a wonderful holiday but one incident deeply ruined our experience. We booked this hotel for our 5 year anniversary and we were very much looking forward to our stay. Dennis at reception warmly welcomed us and was very friendly and helpful. On the day of our anniversary, we got to our room and there was a high pitch buzzing noise that would go off intermittently and last for about 20 minutes (we have included this in a video). We informed reception. One girl came up too look and then the technician came up to look but could not find anything. We were grateful that they organised for a technician to come up to see if they could fix it. However the noise persisted. We went down to reception to say that the noise was unbearable and something needed to be done. This is where the issues started. Maria became very rude and hostile towards us along with another man whose name I did not catch. They reluctantly showed us another room which was horrible compared to our original room. We told them no we would not have the room they offered and the man proceeded to begin arguing with my partner which was shocking. We have been to many ‘luxury’ hotels and have never received this treatment. After about 10 minutes of hostile confrontation from reception, magically, the room directly next to our original room became free and therefore they offered this room. And it was perfect as it was identical to our original room. I was so angry to why were were not offered this room in the first place which would have saved about an hour of trying to sort the issue out. It was disgusting that reception were trying to palm us off and give us a worse room because we are young and they thought we would just accept. We receive no apology and no compensation for our anniversary night which was ruined by over 4 hours of trying to sort this unbearable noise out. Our 5 years anniversary will always be remembered as being stressful and upsetting because of this event. I have reached out to get the general managers email but as of yet I have had no reply. 4 hours of our anniversary night ruined deserves a sincere apology and compensation. This is not 5* service.

With that being said the rest of the stay was wonderful. The restaurant team at the hotel was 5*. David was absolutely exceptional and he made our evenings magical. Ruth was also amazing and very friendly. The room was beautiful and the food was very good and presented beautifully. It would be lovely to come back here but I am doubtful as we have been deeply affected by the experience of reception staff. Hopefully we can come back and try again.

No one met us in front of the hotel to help us with our suitcases, later I saw that the other guests were not getting help either. The breakfast is bad, there is a small selection of fruits, the juices are not cold-pressed, but purchased from tetrapacks, the food is not salty, the mini-bar in the room is used and has not been replaced with a new product. It is too expensive compared to what they offer. The view is perfect, the location is excellent. The reception staff is unfriendly, I don't like that people who go to the gym have to walk by the pool in their sneakers to enter the gym. Really very bad experience and I would never return to this hotel.