AC Hotel Ciutat de Palma in Palma

I rarely write negative reviews, but our recent stay left us very disappointed. From the moment we arrived, several issues significantly impacted our experience.

First, the hallways had an overwhelming and unpleasant smell—similar to trash—which created an unwelcoming and unhygienic atmosphere every time we came and went from our room. It’s the kind of thing you can’t ignore, and it certainly didn’t meet the expectations we had for this hotel.

The room itself was also underwhelming and did not meet the standards suggested by the photos or the price point.

One of the most frustrating aspects of our stay was the parking situation. We had reserved a parking spot in advance and confirmed this during check-in. However, when it came time to use the garage, we were told it was already oversold and no spots were available. When I raised this issue with the receptionist, not only was their attitude dismissive and unhelpful, but I was also told that the person I had previously spoken with about the reservation “wasn’t an employee.” To make matters worse, I spoke with that very same person the next morning—clearly proving that this wasn’t true.

This level of miscommunication and lack of accountability is unacceptable in any hospitality setting. We were left to find alternative parking at our own expense and inconvenience, despite doing everything right on our end.

Overall, the poor customer service, misleading communication, and lack of cleanliness really tainted our experience. We expected better and unfortunately cannot recommend this hotel based on our stay.

Room was clean and okay, and the location was amazing. But breakfast was disappointing. One day I found a piece of plastic in the guacamole, and on another day they told me that all the lactose- and gluten-free options were finished, so basically I had nothing to eat. They also didn’t provide any discount or complimentary service for these situations.

This was about the fourth time I've been there in the last 10 years. It will also be the last time!
We arrived at the hotel a little earlier than the stated check-in time of 3 p.m. Despite asking if it was possible to check into the room earlier, I was immediately denied this without even asking if the room was ready. The reception then offered to call me when the room was ready. I'm still waiting for the phone...!!!
CHECK-IN HERE IS BASICALLY AFTER 3 p.m.!
The increased traffic in recent years makes sleeping in impossible. After 6 a.m., sleep is out of the question, even on weekends.
The hotel bar also closes at 10 p.m. on Saturday evenings. This in a "supposedly" 4* hotel.
There are a few more things I would like to mention during my four-day stay. However, my time is now too precious to continue writing for this hotel.

This hotel is very noisy, no matter what room you stay in, because the floor is only about 4-5 floors high. It is right next to the road, people here like to ride motorcycles, and there are a lot of cars and buses. The hotel breakfast is very small, and the donuts were not thawed after taking a bite.