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Reviewed 26 January 2011

The good. Wonderful secluded location. Beautiful restoration of a historic collection of buildings. Certainly has the possibility to be the 5+ star hotel it now claims to be. Great breakfast buffet and collection of original art work throughout the hotel. Wonderful mix of old and new.

The bad. Poorly trained staff that puts it's presence and daily priorities above that of the guest. The hotel was all but empty during the high season and they had tried to compensate for the lack of guest by cutting staff and basic services to the bone. Most we spoke to had been there less than a week and it showed. Those that had been there longer seemed to be tearing their hair out in frustration with the situation. Most seemed to be working on weekly contracts and were lost in confusion just wandering around. Even the hotel director admitted they were running close to bankruptcy, and they would be the next to do so in short succession. He was hopping to get a major soccer team to lease it out in the off season for training, which seems to be what it was designed to be in the first place. Two of the three pools closed while we were there for seasonal/emergency maintenance, during high season. We had booked two of their most expensive adjoining suites with direct pool access only to be woken up at 6:30 the first morning with at least 15 workers, pool and garden, arguing >on< our terrasse several feet from the glass French doors to our bedrooms. That situation repeated itself every morning. The pools closed, promised finish date two days. Two weeks latter and they were still closed. We complained and were sarcastically told we could down grade our adjoining suites to two separately located budget rooms in the mostly empty hotel for the same money and they would sweeten the deal with a one time, 30 minute free use of the hotels business lounge computers. The business lounge consisted of two computers in a hallway. Dinner was unfortunately not up to the standards of the breakfast. We ordered the suggested special one evening and instead of the promised fillet mignon steak we got the worst pot roast I have every >returned< in my life. Fat and Grissel that not only smelled of old dirty sport socks, it tasted as I would imagine they would. Yes it showed up as fillet mignon on our bill when checking out but was removed when we pointed out that is what we ordered but not what we were served. We left the hotel for the long drive to town each night after two such repeat performances. This brings me to the next point, the recommended rental car, without one, due to the location, you are imprisoned in the hotel. The hotel tried repeatedly to rent us one even though we already had one. They wanted for 12 hours, what we had paid for 7 days for the exact model. Be careful of the extras they try to push on you as a guest, way overpriced for what is offered. Our two weeks of relaxing, wellness, at a secluded, 5 star hotel vacation was spent with loud construction crews running every piece of equipment known to man, noisy gardeners re-landscaping, and cleaning crews that repeatedly walked in on us mornings unannounced while we were bathing only to leave and not finish what they started. Twice we booked massages only to be told we had planned our day around an event that wouldn't be happening. The masseuse didn't come to work those days or almost any of the other days while we were there. We would often return evenings to find our rooms just as we had left them when leaving in the morning for breakfast, room uncleaned, sheets and towels on the floor, the doors unlocked, only to be told the morning cleaning staff had left for the day. The German Jr. Manager never failed to have a new reason why the local Spanish employees were to blame for the hotels constant disarray and mismanagement. Don't come to Spain if you expect a German 5+ star hotel standard was his general attitude. He did expect to be paid that price though.

We are not of the complaining kind that run around with the video camerae looking for problems, we didn't have to look, the problems found us daily. We felt we were some kind of an annoyance, rather than paying guest. By the time we had left, we had just given up and spent as little time there as possible. Everyone we spoke to said they gave the hotel six to twelve months. Surprised to see it still open, especially in this economic climate. :(

  • Stayed: August 2010, travelled with family
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3  Thank travelingdreamer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TonLodder, President Hilton Sa Torre Mallorca at Hilton Sa Torre Mallorca Resort, responded to this reviewResponded 28 January 2011

Dear Guest,

The General Manager of the Hilton Sa Torre Mallorca called my attention to the extensive review you posted el just two days ago. As president of the company which owns and manages the hotel as well as several other hotels in Spain and Portugal, you may be assured that I am investigating each and every single comment and will personally follow up to assure that none of the points mentioned will be repeated in the future.

I apologize for the inconveniences encountered and sincerely hope that you will give us another opportunity to show you that this is an isolated case.

We assure you that since we purchased the hotel in march 2010, the hotel has no economic difficulties any more. In fact, since then we have, together with the Hilton team, worked hard on improving the service and made further investments in order to improve the installations. One of the many improvements that have been achieved is the installation of a pergola at the pool to offer the shade which several guests had requested before. We regret that the pool and the adjacent children’s pool had to be closed during the installation.

Considering that 90% of all guest comments posted on Tripadvisor are positive, we trust that the general trend about guest perception of service and products at Hilton Sa Torre Mallorca is going in the right direction. Although your perception is not confirming this, I can assure you that the team at the hotel is extremely motivated and has my full support. This does not take away that occasionally we may have a unmotivated employee and contract extra staff as is common in all hotels.

Hopefully on your next visit to Mallorca, you consider the hotel as one of the options for your stay, in which case I am sure your experience to be completely satisfactory.

Yours truly,

Ton Lodder

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 December 2010

Our stay at the Hilton Sa Torre was simply wonderful. The hotel was beautiful. It is a former finca (estate) that was converted into a hotel a couple of years ago. The staff was pleasant, helpful, and thoughtful, remembering how we liked our coffee, etc. The manager's reception at the chapel was elegant and an unexpected treat. Wine, appetizers, and music inside the gorgeous chapel. Who could ask for more.

The location of the hotel is a short drive from Palma and several great beaches. Even Formentor is only an hour away. We hope to return to the Hilton Sa Torre sometime soon!

  • Stayed: September 2010, travelled as a couple
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Thank Kelly C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 November 2010

we would like to pay our gratitude to you personal and to the Hilton Sa Torre and employees in general. Thanks to you we really had a wonderful and memorable stay in this magnificient authentic place and were happy to have experienced the real Mallorcan hospitality. A couple of times during our stay we were pleasantly surprised when our expectations were exceeded by actions of your well trained employees.

  • Stayed: November 2010, travelled as a couple
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Thank jjjrbos
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 October 2010

Being a regular Hilton customer for business I used my points for a 6 night stay, I got an upgraded room to one of the single-storey rooms with private patio near one of the pools, the room was excellent, modern decor, very clean, comfortable bed.

The hotel is very secluded which makes it quiet and relaxing, we liked the small library and other rooms for quiet reading. The old chapel, courtyard and windmill enhance the environment, we attended the manager's reception in the chapel, a great space for such gatherings.

The hotel has 3 pools, 2 outdoors, one of which is adults only, and one indoors in the spa.

The service was always attentive and helpful without being over the top.

The only drawback we found (and hence only 4/5) was that the seclusion meant that options for evening meals was limited, the hotel restaurant only does a E35 fixed 3-course menu, no a la carte, although we did later discover that the bar does snacks (burgers, salads etc), there is no other restaurants other than a 5km drive to the nearest shopping centre. Also the nearest beach is a 20 min drive away but the pools make up for that.

  • Stayed: October 2010, travelled as a couple
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1  Thank Yorkie137
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 October 2010

Fantastic hotel, friendly staff, very clean and all mod cons. Gym and spa are great with no additional cost for towels/robes. I will repeat some issues raised in previous reviews. Cost of wifi!! Why not include this in the room rate. Bar snack selection in evening was a bit restricted. I would also suggest you explore the grounds as you may miss the adult only outside pool. Also if you want to explore Palma or the rest of Mallorca you will need to hire a car. In summary this is definetly a great place for a "get away from it all break " and if good food (Zaranda restuarant and its michellin starred chef are superb) and relaxing environments are your thing this is a must visit. You should note that rooms in main block are larger but some do not have outside terraces (if you want that suggest you confirm before you book/check in)

  • Stayed: September 2010, travelled as a couple
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Thank philby50
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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