Catalonia Royal Ses Estaques - Adults Only in Santa Eularia des Riu

Just back from a week at this hotel which is in an amazing setting. This was our 4th visit (the last one October 2024) and previously has been great. However, there seemed a lot wrong this time and we were so disappointed. On arrival we were given a room that had a real sewage stench to it. I think they do this to try and get you to upgrade (even though our booking was already for an upgraded room!) and would have required us to pay an additional €21 per night. We politely declined. The smell persisted and we moved rooms the next day. The new room was more outdated, but at least did not smell. The staff are very well aware of the rooms that smell and yet still allocate them, which I find unacceptable. Last year the restaurant was great but the food this year was nowhere near as good. Often empty dishes not replenished, grubby cutlery, carvery station left unattended and limited choices. Often only one vegetable and cold chips with everything. Other guests told me that they ate out as were so disappointed. The sunbeds by the sea are absolutely at their end, they are really shocking. The ones by the pool are fine, but try getting one! Tui reps do not visit this hotel EVER, which is another change from last year. I can only assume they would be too inundated with complaints if they did. I queried this on the app, but my question went unanswered. Very sadly, we will not be going back.

Don’t book!! they will ruin your whole happy mood.

We arrived at the hotel around 10 p.m., and they told us they had not received our reservation (Although it was confirmed on Booking, and we had never received any cancellation notice!!

And the staff said the hotel was fully booked, and they told us to find another place ourselves and pay the difference. At that time, nearby hotels were already charging €500 per night.And it was late night!

We phoned to booking, Booking’s customer service confirmed to us that it was wrong for the hotel to ask us to pay more, since the issue was due to their overbooking. The hotel was obliged to provide us with alternative accommodation free of charge, and if we were not satisfied, Booking would take responsibility to find other options.

After we made a booking complaint, around 11:40 p.m., the hotel staff suddenly told us they had a room available and that they would compensate us the next day. We accepted and stayed.

However, the following day, when we asked at the front desk, the manager Monica’s attitude was extremely bad. She first told us the matter had already been settled the day before, even though we had to leave early. Then she offered us a meal as compensation, but later withdrew that offer and said they would give us nothing, at most just a drink.

Because of the hotel, we lost two hours (which cost us two hours of our party at Hï Ibiza, tickets €120 per person).

The hotel’s behavior was completely deceptive: first promising compensation so Booking would not intervene, then going back on their word. Highly unprofessional and deeply disappointing attitude.

Until now, we even never received any apologies or emails from the hotel.