Hotel berhampiran Sa Cova dels Pardals, Ciutadella de Menorca

We never got to do the check-in because when we arrived there was nobody to meet us there. The door was closed and no matter how many times we called the telephone number provided on the hotel sign, there was no answer. The hotel has no 24h reception service. This is usually not a problem for us as we have had this in many ocasions, however, usually you are then provided with check-in instructions to acces the hotel. The hotel asks you to provide the time of arrival 24h in advance. We had asked for an early check-in which was denied (no problem, we know it is subject to availability), the hotel told us that they will therefore expect us as from 14:00 onwards. I wrote to the hotel that we would be there after lunch (which in spain is usually after 15:00h) as there was no further question about the time of check-in and the hotel did not mention any inconvinience regarding my info, we did not forward more information. We had been up since 01:00am. When we arrived at 17:00h (so not any strange time, we were not attended. Neither at the property nor vía telephone. We called 33!!!!! times over the time span of 1h 17min. In the meantime we contacted *********** for help, they also tried to contact the property without any response from the property. They then started the process of relocating us and cancelled the booking at this hotel with a refund (the hotel charged us the full stay in advance). We had to be relocated to a more expensive hotel, booking took care of the difference. Our new hotel was fortunately much more beautiful and in a better location. The lady who should have checked us in finally called us back when we were in the middle of the phone call with booking. I asked her to wait and she very rudely responded she doesn't have the time to wait. We had been waiting 2 hours infront of the closed door of her hotel!!! And instead of apologizing she was being rude about it and also saying she has only 4 calls. This is a complete lie. I have all calls on record. There was even a spanish couple who tried to help us by phoning her also and even leaving her a voice message. There was no apology whatsoever. Just rudeness and giving us the feeling she is glad she does not have to deal with us (probably did not suit her time schedule for the day to come and check us in). We are apalled by the treatment we got. I have worked in the hotel industry for nearly 16 years, also in a management position at a 5* hotel. I know exactly how things should work and what is completely unacceptable. Even if the hotel has no 24h reception, there must be someone available at least by phone. A guest could have a serious emergency (health issue) and need assistance. This is a serious issue. We speak spanish as we live in Spain and know what we have to do and who we need to call in case of an emergency. But most foreign tourists don't. This hotel has no sense of customer service at all. The rooms looked nice on *********** and the locstion is not bad. But we would now

My husband, myself and my sister stayed at the Seranova for the first time and we were really pleased with our choice. The room was very clean and had a little balcony which although there wasn’t room to sit out I loved watching the people walking by and going into the nearby shops. The bathroom was huge with a bath and a shower for two people to shower together! Breakfast was delicious and different each day. You could ask for a breakfast of eggs and bacon which was made by the staff . The receptionists were all lovely and very helpful. We will definitely be back to this super hotel next year.

Difficult to grade this hotel as it’s not the kind we’d normally choose, but as this was chosen for us by our tour company for an overnight stay during our Cami de Cavalls island tour, we checked in with the lovely and very friendly staff and were then .. well.. let’s be kind and say our room was … bijou Again, it was all very clean with plenty of white towels that were fine, but imagine will need replacing soon enough.. But seriously.. I say bijou.. and there’s small and there’s small, there was barely enough room to get round the bed.. the air con is a three speed ceiling fan, so luckily for us it was a cool May so really wasn’t needed, but imagine things are very different in August. The bathroom was adequate, but oh boy, we learned quickly not to leave the fan in as it only made the drains smell twice as bad to the point of nearly reporting to reception, and if staying longer likely would have done.. Breakfast was adequate.. but honestly, there was a tray of cold meats and cheese we didn’t go near as we couldn’t decide to knock off the shelf accidentally so a new lot would have to brought out, or just sing Happy Birthday to it.. there was a plate of scrambled egg that, we avoided, so went for the safe option of toast and jam with machine coffee and juice from a shop bought jar with the screw on lid.. and risked a couple of pastries Like I said at the start, for the price, you have a clean and comfortable bed, and even have the option of breakfast in the morning.. it’s just somewhere we personally wouldn’t choose to return to.. we’re sure it will continue to be full through the year.. what I couldn’t get is how there are 30+ higher graded hotels than this in town??