Hotel Serrano Palace

Recent Reviews: 261

• User:Martin M

  Trip type: Couples

  Great Hotel, spotlessly clean

  20 May 2026

  Fantastic hotel, extremely clean, very friendly staff, reasonable bar prices, great breakfast choices, bed turn down service, Javi the barman is a character, the girls doing the cleaning on the 1st floor are marvellous and a credit to this wonderful hotel, the Italian lady who advised us about the coffee choices and got us some English tea and some earl grey bags was particularly helpful, the one morning a pianist played some lovely tunes during breakfast a very nice touch and classy

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• User:Chloe D

  Trip type: Family

  Would not return

  27 Oct 2025

  Booked this hotel with TUI for me, my mum and my 11 year old son.When we arrived (after the 1 hour 10 minute coach transfer!) we checked in at reception with a friendly man. He offered us Prosecco and orange juice and some choccys whilst we did the paperwork. We noticed the smell when we first entered the lobby - very fresh and clean.We took the lift to our room and noticed the lift information and voice is only German and Spanish.Our room itself was okay, a bit dated, but clean. The shower was fantastic!The cleaners did a great job each day, could not fault them.Unfortunately we found that this hotel seems to charge you for every little thing. The mini-bar was well stocked, but very expensive. The coffee machine was in our room but we did not use it as they were charging for each pod used!If you wanted to use a white cushioned sunbed, these were 30 euros pp for the day (which we only found out when we were laying there and then were approached by a member of staff after 20 minutes and it was quite embarrassing). If you wanted to use the top floor pool this was something like 40 euros pp and was something we were not informed about at check in (we just happened to see a sign for it when going to the wrong floor).The drinks around the pool at the pool bar were expensive, and when my mum and I asked for an English Breakfast tea the waitress had no idea what we were saying or asking for. It was a painful experience because none of the waiters could understand basic English.The outdoor pool was okay, a bit boring and basic. At check-in we were not told, but we found out there was also an indoor pool. When I wanted to take my son to have a quick look at the indoor pool, we were stopped and told we could not go in without flipflops. I tried to explain in English that we were just looking, but they were adamant and confrontational (I will say that this particular member of staff apologised the following day for his attitude and we found this lovely of him). The evening meal in the restaurant was quite odd I thought and not child friendly at all. No basic bits like pasta, chips, steak etc.We raised our concerns about the service and the cost of things to one of the managers and she was fantastic. Both female managers were helpful, kind, polite and friendly. They do the hotel proud.On Tuesday morning we had a piano at the breakfast buffet which was lovely, and the managers were handing out Prosseco which was a treat!Once you have been in the pool and the beach, there is nothing else to do in the area, especially for children. We were told that there was a local market every Wednesday so we took a taxi to have a look. When we go there it was about 6/7 stalls! A waste of time to be honest. Anything else seems to be a good ride away in a taxi resulting in us spending yet more money.The beach bar did nice food (questionable customer service) but is only open every other day which we found odd.The little Spar on the beach is handy but expensive and no customer service whatsoever from the lady on the till.My recommendations would be to train more staff in English, include some more well known foods in the evening meal options and stop charging visitors for every little thing you offer. Its off putting and makes people feel embarrassed. The white cushioned sunbeds being 30 euros pp for the day is awfully expensive and just resulted in hardly any of them being used. Had it been 15 euros for the whole bed per day then we would have paid and hotel would have benefited. Something I noticed was that all the local restaurants had large menus and about 20% of it is food - the rest is all alcohol. The hotels evening entertainment was a different singer each night and whilst I clapped for them and tried to enjoy it, it was a bit boring (again nothing for the children to do).We had an exceedingly early checkout and the gentleman on reception arranged a little bit of breakfast for us at 5am which we greatly appreciated.We worked out that had my mum and I paid for a cushioned pool sunbed each day (30 euros each) and the evening meal for all three of us each day (75 euros), along with a coffee each in our room each day (2 euros each), we would have spent an additional 695 euros (thats without buying extra drinks & snacks by the pool bar and paying 30 euros per sunbed at the beach, drinking from the mini-bar or going to the top floor pool - just something to bear in mind.By the end of our holiday, we were happy to be going home and will not be returning. Klaus Dürrbeck, Sonstige at Hotel Serrano Palace, responded to this review Dear Guest,We read your negative review with due interest and regret that the additional services provided by the hotel (which were not included in the price of your package) led to this outcome. Nevertheless, we hope that you enjoyed your holiday in our little village, and we thank you for your review.Kind regards,The hotel management

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• User:alisonn660

  Trip type: Family

  I really want to love this hotel ., a few changes and it would be brilliant.

  23 Aug 2025

  Booked through jet 2, I would recommend that you don’t get the jet 2 transfer as it took 3 hours- private transfer is about an hour and I would say worth it.. We arrived at this hotel just before midnight.. We were greeted warmly by the night manager- however he said our rooms were not ready and we would be given a suite for the night, ( we had booked 2 sea view standard doubles and had requested that they be together - we are 2 children and 2 adults staying for 11 nights ). We gave our hotel voucher to him and he called someone and confirmed that we would be given 2 suites for just that night on different floors. We had no choice to accept this as it was late and we were tired.. he also said that I should come and see the manager in the morning to find out where we would be moving to in the morning and that we would be compensated. He said the rooms we were going to get the next day were lovely rooms and together. He gave us a welcome drink and offered us some food. He shared no further information about the hotel. We went to our rooms which were adequate but we couldn’t unpack and settle or use the safe as we knew we were off again in the morning. I Went to reception in the morning- the receptionist was so rude - some of her statements in our brief conversation ‘the hotel was full last night you were lucky we gave you nice rooms - we could have sent you away at the door as the hotel was completely full ‘ and ‘ we can’t give you any compensation as you had an upgrade for the night ‘ I pointed out to her that I couldn’t start my holiday till I had unpacked and settled. She said that I wasn’t to worry and at 2 pm all the hotel rooms would be cleaned and we just had to leave our bags packed in our temporary rooms and they would be transferred for us. I asked where we would be going to and she said two room numbers on different floors at opposite ends of the building. At this point I said I was more dissatisfied with this than anything else. She said that having rooms together wasn’t guaranteed. Now I was angry/upset and I did start to raise my voice and said I wasn’t very happy with the situation. Thank goodness the lovely Alba and another male receptionist came to my aid and they did suddenly find us two rooms that were available immediately and were situated together (The rude receptionist backed away - I didn’t deal with her for the rest of our trip - I recommend she is retrained In customer service! ) We moved our bags ourselves to the new rooms (there is no concierge service ) - I was very unhappy for most of the morning and actually cried to my husband as felt responsible as had chosen and booked what I thought was going to be a lovely holiday - What a miserable start ! Later that day the hotel sent us fizzy wine and chocolate strawberries to apologise for the inconvenience.. that was nice and we all appreciated the gesture. The rooms were big and had a big balcony ( I would prefer a table and chairs rather than 2 loungers).The beds are really comfortable and we managed to work Netflix through the tv -bonus! They had a kettle but no tea and coffee provided. I took my own Yorkshire tea and small jar of coffee as had read this on a previous review. You can buy milk and water from the spa opposite.. The fan In Room 120 was especially noisy for the air conditioning ( it reminded me of a washing machine on the spin cycle ! ) This was reported - two maintenance men attended and said it was normal - I informed them that 119 (our second room) has a completely silent fan and much more efficie air conditioning- they laughed and said that I should move to that room then. I wore a sleep mask all week and slept ok / ish . However I was woken up every day at 8:30 by cigarette smoke coming in through the air conditioning- this was reported to lovely Alba who dealt with whoever was smoking out side the fan unit and this went away after day 4 . The pool areas are really nice - the outside pool is nothing special - just a basic pool. The inside pool has a jacuzzi and jets - one issue is the sun loungers are so uncomfortable and gave me and my daughter back ache. In my experience 5 star hotels normally have really comfortable loungers with cushions so this was a let down and stopped us from staying around the pool.. (on the plus side - this did help reduce our bar bill - we normally spend a ton at the hotel pool bar but not this time as we went else where ! ) The pool bar service is not up to 5 star standard either. You have to get up and order at the bar .. all other hotels I have stayed at at that rating we have had a QR order system or buzzer system available (again this helped us reduce our costs !) . That said food and drink at the pool was very reasonably priced and very tasty. Food in the restaurant was superb ( we were half board) well done to the chefs - the chef who cooks the pancakes and meats is so funny and so good at his job.The waiting staff are attentive and friendly- the Mallorca wine list is reasonably priced and all of them we tasted were delicious.Evening entertainment was limited to just a singer with backing tracks . About as good as karaoke.. it was Entertaining but maybe for the wrong reasons. It would have been nice to see some traditional entertainment or a magician or something else. Again this reduced our bar spend - we found that you can buy beer and wine from spar and sit on your balcony.. you can still hear the entertainment from the hotel bar ! The area is magical. I will go back as we loved it. The little train which goes to all the local beaches and main buses stop right outside the hotel - and there is a lovely promenade to the harbour where you can take boat trips. Not to mention the little beach which is located just over the road. We used this a lot (and the 3 beach bars) - it’s great for swimming and snorkelling. All in all we enjoyed out holiday in Cala Ratjada..I would just perhaps stay elsewhere 😊 (after writing this review I might not have a choice 😂) Klaus Dürrbeck, Sonstige at Hotel Serrano Palace, responded to this review Dear Guest,We rarely receive such extensive reviews that detail the entire experience of a guest's stay. Your comments on the pros and cons are extremely helpful in enabling us to improve our services, and we thank you for them.If you cannot find a better alternative, we would like the opportunity to demonstrate how we can improve.Thank you, and best regards.The hotel management

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• User:Sarah R

  Trip type: Couples

  Well maintained and spotlessly clean hotel.

  23 Jun 2025

  My husband and I recently stayed at this hotel and were met with a warm, friendly welcome from staff. The reception is spacious, spotlessly clean and with ample seating. Indeed, there was plenty of seating indoors and out in which to relax and enjoy leisure time. Our room had a pool view, comfortable beds, and plenty of space with furniture laid out well. It was refreshed to a very high standard each day, with housekeeping staff also leaving little positive affirmation cards - a nice touch, thank you. The hotel is across the road from a really nice, clean, sandy beach with a lifeguard presence. There are a couple of bars on the beach also. The Beach Bar was busy every day with people enjoying a few beers and a bit of a singsong which was great. As other reviewers state, the hotel is predominantly frequented by German guests. This was excellent as I am learning the German language and had opportunity to practice my new found skills which was really helpful! The guests were all very polite, well spoken and considerate of one another which was a stark contrast to some holidays we have had which have been full of British tourists often with much lower standards. A few children were present and they were incredibly well behaved and polite. All the staff were very pleasant, friendly and customer focussed with flawless service. If we had to single out one, it would be Sabrina, purely for the fact we chatted with her the most and she did go out of her way to engage with all guests one meal time which was very nice. We stayed half board and the food at the hotel was excellent, presented to a high standard with ample choice to suit all palates. Seating was very pleasant with lovely furniture outside and this was conducive to eating our meals in a relaxed and unhurried manner to really savour all those different tastes!A highlight for me was the morning we were woken up to the sounds of a pianist, entertaining the guests at breakfast. Absolutely beautiful! The pianist had a good selection of music and played the pieces faultlessly. Entertainment on the evening was also to an equally high standard, comprising of live music each night - always a hit with us! The Motown duo were phenomenal with such incredible energy and powerful voices. A good selection of drinks were available, and for me the only minor point I would make is that I like to pay for drinks as I go rather than amassing a drinks bill at the end of the stay. Purely due to my upbringing and wanting to pay as I go. However, this wasn't possible, but I needn't have worried as the bill tallied perfectly with the note we had kept on our 'phones of the drinks we had consumed. There was also a tourist tax to pay at the end of the stay, which I had encountered on previous trips. This equates to around 4 euros per person per day I think. It wasn't a problem at all, only I forgot such a thing existed as I hadn't been away for a year or so. Overall, a thoroughly enjoyable and relaxing holiday and we will be returning within the next 12 - 18 months. Klaus Dürrbeck, Sonstige at Hotel Serrano Palace, responded to this review Dear Sarah,We would like to thank you very much for your beautiful, detailed and meaningful review. We are very pleased that we were able to provide a pleasant setting for your wonderful holiday.Kind regards,Your hotel managementAmalia & Sabrina

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• User:Lucy J

  Trip type: Family

  A perfect 5* hotel

  21 May 2025

  I booked this hotel for a short break with my son. My neighbour recommended it to us. We were not disappointed.So many things to compliment. It's mainly the staff that make this hotel. Amalia and Nerea, the managers, are very visible and more than happy to muck in and help. Any my goodness do they work long hours.Juan on Reception works tirelessly to run the busy desk and answer any questions.The waiting staff are friendly and I would like to single out Ivan and Christina for attention to us at meal times... even bringing in English Tea when asked.The rooms are spotless and very comfortable. The meals are delicious... not a chip in sight ... with a range of different cuisine nightly. The breakfast had everything you could possibly want to eat.I would highly recommend.If there was a downside there were only 5 British people in the whole hotel while we were staying and we were 2 of them. The Jet 2 rep said it was a new hotel for them so maybe in the summer months there would be more English spoken. Not a criticism as hadn't realised that this area is used predominately by Germans. Klaus Dürrbeck, Sonstige at Hotel Serrano Palace, responded to this review Dear Lucy,Honoured guest,It is a fact that German tourists prefer this part of the island. In other areas, it is exactly the opposite. We commend you for your cosmopolitan attitude in the face of this situation. However, it is true that this will change over the course of the year. We are delighted that you enjoyed your stay with us so much. Thank you very much for your lovely review.Honoured guest,It is a fact that German tourists prefer this part of the island. In other areas, it is exactly the opposite. We commend you for your cosmopolitan attitude in the face of this situation. However, it is true that this will change over the course of the year. We are delighted that you enjoyed your stay with us so much. Thank you very much for your lovely review.Best regardsAmalia and Nerea

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