Aguas de Ibiza

I recently stayed in your hotel for a week while attending the wedding of my son which took place in the hotel on Sunday 8 September. I also booked a room separately for my daughter and therefore paid in excess of €6000 just for the two rooms. I received Whatsapp messages from Maya prior to arriving and informed her that I would be there early in the morning to check in. On arrival my room wasn’t ready which I appreciate it isn’t always quick to turn rooms around however I was informed that the people hadn’t checked out yet but I could use another room for a MAXIMUM of 30 minutes. 2 hours later my room was not available however other people were checking in and being upgraded. I explained again I was there for the wedding (obviously this had cost a lot of money) and I was told to wait 2 more hours. By this time I was visibly upset but I was not even offered a cup of coffee and indeed despite being sat next to the reception desk in tears wasn’t even informed when the room was ready but had to go and ask again. Given that I had explained it was my sons wedding I did expect to be given a small priority. I needed to ask for everything, I asked for help with the air conditioning one day and nobody came to look at it, I was practically accused of stealing from my sons room when I asked if I could go in with a staff member to pick something up for my grandson, my daughter received a gift on her last night…… the list goes on. Prior to arrival I also emailed to say that my sister and daughter also had rooms and I would be grateful if we could have rooms close together to assist with childcare at the wedding. I received a response saying that would be fine. However not only were we not close together but were actually on three separate floors. In addition there were a number of things that were particularly sub-standard for a hotel of this price, one day there were no towels at the pool and we were told to wait an hour!, the steps to the children's pool are frankly dangerous and it takes some time to get any service around the pool. At one point I was informed there was no icecream in the hotel! When I questioned that it did appear. Before writing this review I contacted the hotel to give them an opportunity to respond. I had to chase twice and was informed that there had been technical problems in the Guest Experience department but they will improve everything and would like me to go back and have a better experience!! I honestly don't feel inclined to spend any more money there and found the whole experience upsetting. The one star is for the excellent breakfast and the fabulous Spa.

A beautiful hotel in regards to the building, rooms and facilities (along with an outstanding breakfast) but having visited last October half term with our child, I implore you all not to visit during this period. It is the end of their season and boy, do you know it. We witnessed the hotel getting packed up around us. The kids club was closed and they made little apology for this and offered no compensation on our stay. The pools were freezing and there were no open facilities for families to use. They opened the spa to families for an hour every early morning to ‘make up’ for this but it just left our child wanting more and an hour a day, is simply not enough. I am a cancer patient and had saved for this holiday to make memories with my family. The hotel were aware of this and upon meeting the hotel manager, I received the most offensive drivel I’ve ever been given. They then sent alcohol to our room in way of apology of which, we sent back as I had explained I was undergoing chemotherapy and could not drink. The upstairs hotel bar was shut when friends had come to visit, again no apologies. The staff were grumpy and tired for the duration of our stay. When we asked about anything, they would often reply with ‘ ‘no, it’s the end of our season’’. We ended up having to hire a car to just get out of the hotel and try to salvage our holiday. This year we are in Sani Beach, Greece and I can’t not even begin to describe the difference in hospitality and service. The staff can’t do enough for you and there’s no one packing up around us, even though this is also their last week of the season. This is part of the reason why I have left now left this review. I have now experienced true 5* and would say, save your money to holiday in places where your hard earned cash and custom is valued any time you choose to travel.

Having visited Aguas de Ibiza many times, I can honestly say that it is one of the most relaxing places to visit anywhere, not least because of the courtesy and kindness of the staff. In particular, I would like to celebrate the work of Catalin and Yaiza, who never fail to greet us with warmth and a welcome that shows their delight to have us back at their wonderful hotel.

My partner and I chose this hotel in Ibiza to celebrate a special occasion. We arrived early and politely inquired at reception if our room would be ready soon or if we should go for a walk. The manager asked us to sit while they checked, but after about half an hour without updates, we decided to explore the area. When we returned, our room was f ready, but this initial encounter highlighted a noticeable lack of communication that would continue throughout our stay. The most disappointing aspect was the repeated failure to fulfill simple requests. We had forgotten to bring toothpaste and asked for it at reception. Despite asking three separate times with different staff members, it was never delivered to our room. We also requested an iron on one of the days. We asked if it would take long, as we could come pick it up if necessary, but we were assured it would be brought to us quickly. However, after waiting for a long time with no delivery, we went to reception again to follow up. While there, we also reminded the staff about the toothpaste, but neither item was delivered promptly. When the iron finally arrived, it wasn’t even working. At this point, we were simply too tired of following up on these requests and didn’t want to spend our holiday dealing with these issues. The hotel itself is well-designed, with lovely rooms and a beautiful pool area. However, we had some issues with service at the rooftop bar. On several occasions, there was no bartender available, and I had to wait. Nearby staff from other departments didn’t assist or provide updates. When I eventually ordered a piña colada, I was disappointed to receive one made with simple pineapple juice, despite the menu listing nature pineapple. I mentioned this politely, but the bartender seemed indifferent, which was unexpected given the premium price. Our checkout experience was equally frustrating. I had inquired about a late checkout option well in advance but was told to confirm on the actual day, which happened to be the hotel’s busiest. When I asked if we could use some amenities (even for an extra fee), I was told bluntly that we’d must to leave. As well no one ask us about our stay I think it’s not something what staff care about. In summary, while the hotel’s setting and infrastructure were enjoyable, the overall service and communication left much to be desired. For a five-star property, there were numerous missed opportunities for staff training and guest accommodation. I hope management considers improving communication and customer care to elevate the guest experience.

To start with the positives...... Great location, walking distance to restaurants and shops. Superb spa area with welcoming staff....reservations to follow. Breakfast, good on the whole, but a long wait to order cooked meal with ready cooked food for self serve - a poor standard, particularly the strange, leathery bacon and dry, tastless scrambled egg. Negatives.....everything hugely overpriced, food, drinks ....definitely not 5* or value for money throughout. Monotonous, loud, irritating piped music in every area....not conducive to relaxation. The huge massage spa is a joy to use but in need of maintenance, tiles missing, ugly grouting and, no handrail for entering and exiting. The steam and hamman areas out of order. A good sauna and plunge pool with great temperature but, very dangerous for entering and exiting, with no hand rail. Reception staff - attitude variable. from welcoming and helpful, to disinterest and indiferrence. Room servicing hit and miss with inconsistent supplies. Slow lifts, one out of order. This hotel does not offer a 5* standard, is poor value and we would not return.