Sarena de Muro Resort Mallorca (ex. Palace de Muro)

Not quite a 5 star, but still worth staying at. So let’s get the niggles out of the way…no reception drink on arrival, inconsistent housekeeping, a shower that was impossible to set at a reasonable temperature and minimal pool maintenance. I guess that could just be me being fussy! But, the good stuff outweighs that… Great location of you’re looking for peace and quiet (some kids being the exception), right on the beach and within walking distance of a number of very good restaurants. Outstanding sun beds and plenty of them. Good general cleanliness (pool aside) and an outstanding breakfast. Nice staff on the whole and good service.

On arriving at the hotel, it definitely has a lick of the wow factor. We checked in quite quickly paid the relevant tourist tax and were charged 500Euros as a deposit to cover any expenses - a bit on the steep side! The hotel looks quite classy. The pool area is lovely and the sun beds have big fat plump mattresses. The pool area is nice and clean. There is a pool towel system, but as a fully paid up member of Mensa, it defies logic. You hand in a card and get issued with said towels. Then it seems you can help yourself to as many as you like or the towel attendant leaves more rolled up on the empty sun beds. So no idea what the card is for - all pretty daft! The waiters around the pool are virtually non existent and we ordered direct from the bar and then the drinks were brought to us. What we ate from the pool club menu was pretty good. There is no option to buy ice cream or lollies and they don’t serve Pimms. We ordered Baileys and it was served in the wrong type of tumblers - so there’s certainly no flare or creativity present. I ordered a bottle of water and when it was brought to the sun bed I was advised it would be a ‘one off ‘ as the bottle is glass! I ordered a bottle of water -so get a supply in plastic then - don’t berate your customers! If this hotel is rated as 5⭐️ then I must be living on a different planet. The room we had was beyond disappointing. There are no hooks to hang coats or bags. There is no vanity table to layout toiletries. The wardrobe is the size of a single fridge with 6 overly thick hangars that fill the rail by themselves! The safe is is inside one of the 2 available drawers and opens outwards and upwards towards you - there is no handle on this drawer so trying to access the safe is a full 8 finger job trying to grip the drawer edge and pull. There is a coffee machine and kettle and a bottle of water is left everyday. The cups are either the size of an egg cup or a small plant pot - both with no handles. in all the previous 5 stars I’ve stayed at we have a knock on the door in the evening asking if we need fresh towels and have a small chocolate left on pillow. This does not take place- neither is there a choice of pillows or additional covers to be found in the room if needed. The aircon in the bedroom is very good and during this ultra hot spell it worked very well -outside in the corridors there is no aircon and the lift is like a sweatbox. The staff in the restaurant seem to have a real issue understanding numbers- sometimes repeating it 3 times and called by another guest name. This was also the case when ordering drinks so imperative to check that you’re signing for what you’ve ordered and not paying for someone else’s drinks! The dining chairs are dead uncomfortable and cut into the back of your legs leaving an ugly print of the seat wicker on the back of your thighs. The frame is designed to make you tilt forward so not a great experience . Now onto the food in the restaurant. Abysmal is the best description. For breakfast you have to order cooked eggs or specialty coffee.its certainly not an abundance of choice and variety and empty dishes are not refilled quickly enough so the options are even less. The evening meals are even worse with little choice and a rehash of the previous night. Nothing is appropriately labelled although there is a haphazard selection of words displayed in the wrong places above the food. We paid half board but went out to eat as it was so disappointing. Some of the staff are surley and unapproachable. Would we come here again? I think not. The beach is a disaster with piles of vile seaweed that obstructs entry into the sea and looks like an oil slick. It’s advertised as pristine white sands - and we foolishly fell for it. We’ve stayed in far better 4 stars and unfortunately we will be voting with our feet. We’ve been to Majorca countless times, but would not return to this hotel.

Amazing stay, very clean, food was amazing, hotel looks amazing, staff was helpful, would recommend to everbody, great

The design of the hotel is impressive from the entrance and the room was nice and comfortable. However, the personnel’s attitude was a major put-off. At first, we thought it was a one-time problem when we were treated poorly by one of the staff from the restaurant, but day by day we encountered more and more discomfort with people, not only from our hotel, but also from restaurant, stores and even paid excursions. On the first day, my husband was feeling sick and was sitting in the lobby while I asked reception if they have a doctor on site or if they can call one because I was afraid it could be a stroke by the symptoms. They called to ask about the costs of a consultation if a doctor were to come by and told me that there is also a hospital nearby, but none of them came to check on my husband or offered to give him a glass of water or call us a taxi or anything, there was zero concern that there was a human being in distress that might have needed some help. Also, we had an unpleasant situation with one of the staff at the restaurant who had a very rude attitude towards us and we talked with her direct manager, her indirect manager and also at reception with two different people to make a formal complaint, but not one single one of them offered an apologize at least for the inconvenience. But coming back to the hotel, the food was the same every morning, which becomes boring after a few days, some foods like fried eggs or omelette are not available for you to pick up at the buffet, you have to order them, which sometimes takes a lot of time, same with coffee. Not to mention that in two separate days, they brought us a wrong order. There is only one small swimming pool and the beach in front of the hotel is a public one, which means you have to pay separately is you want a sunbed and an umbrella (not the hotel’s fault, but needs to be mentioned). We eventually rented a car because there’s not much to do in the resort, except for the pool and the spa. In the rooms, they only change the sheets every 3 days, they didn’t replace the missing drinks in the mini-bar and if you need a vanity kit, a shower cap or anything like that, you have to specifically request it at reception from a list in your room, as they are not available in the bathroom. On TV there is no streaming app available (like Netflix or anything similar) and there is no way of connecting any device to be able to watch a movie or something, and on cable there are only 40 or so channels available, all but one or two in spanish, german or french, or they were news channels, no music or movie channels. All in all, we were expecting something different and we were disappointed with the services and the attitude of the staff. There were a few exceptions, like Andreea from reception, the bell boys and of the restaurant supervisors (can’t recall the name, but he is a little older than the others) who were nice and friendly. It’s a shame really, but we would not recommend this place.

Location, might be considered decent, although thr beach is absolutely miserable. Atmosphere is also bad because of the staff - people here always leave you with the impression that you are the one that owes thrm something. Never sorry, never a smile, many times not even answering to greetings. Room is ok, but thry have a problem with the pipes...it smells horible! Valur gor money is not really correct! You pay around 300 -350 EUR per night ( is what we paid) and for that you fon't get anything but your room ( which is not like royal room). Also access to thr pool which is more like a bigger thub, is not like something that could accommodate couple of hundreds of guests at once. At leadt it was clean, this I can give it to them. But that's it! We evrn had a situation where onr of the staff members in the restaurant treated us very bad for like 2 days in a row. When we tried to ask her what is the problem she called the manager, which was not a problem, but even those guys, after we officialy made a complaint, failed to give us a feedback in any sense. Not even a slight tendency of sorry or anything....NOTHING! Very bad manners of almost the whole staff. Some of thrm of course they were nice. But a spoon of honey in a jar of bad mix, makes no difference! Even in the reception, restaurant or hallways, they do not use AC . When outside is standard +40° celsius you need AC...but no...Hyatt makes economy on guests money and suffering. I would never reccommend it even for half thr price. Too bad, the property could have been used in a very good way...but you first need a manager to br interested in guests experience and owners who would care what their managers do!!!