I have justbcome home from a weeks holiday at Hotel Casablanca, Santa Ponsa. We arrived late Saturday morning and given our room card. Upon entering we were met with a dark, dank, small room over looking the street. This was not we booked with Thomas Cook (we requested a double room with a balcony). The receptionist on duty advised that she could provide us with a balcony room for a fewdays but would have to move us to ANOTHER room with a balcony. We accepted and moved into a fantastically spacious room that was very clean and whilst it didnt have a double bed (2 fairly uncomfortable single beds pushed together) and there were no tea or coffee facilties, it had a lovely spacious balcony over looking the lovely pool and views of the sea in the distance. The air conditioning was not working, but the maids service was first class. Our room was cleaned daily, with clean towels provided at a time that suited us. The pool area was exceptionally clean and the pool bar staff were just lovely. Nothing was too much for them and they were a lot of fun too.
The food available at the pool bar was all pre-packed but ok. Im not sure the prices truly reflected what was actually available. Basic panini's, burgers and chips etc. The local beer was averagely priced, but not a pile of variation.
We were half board and breakfast was served from 8am until 10am and there was a good enough range of food to choose from. A fry (could have been warmer but ok), fresh fruit and croissants. You are offered complimentary fruit juice or hot drinks during breakfast time. Our initial room was directly below the dining hall so we were woken every morning by scraping chairs and footsteps across the ceiling. For the size of the room and the fantastically spacious balcony, we happily accepted this.
The evening meal (served between 6.45 and 8.45) was nice enough for the 5 times we ate there. As other people have commented, you are assigned a table on your arrival at the hotel and if you are placed with people you get on with, this is a nice enough experience. We did find ourselves hovering in the bar area once or twice so we could have privacy with our meal. If I'm being critical it would be a nicer touch if the food was labelled so you knew what you were eating and if water was served complimentary at the evening meal. The staff in the bar/dining area are fantastic. Truly, nothing is too much for them. They are chatty and friendly and certainly go a long way to making this a pleasant holidaying hotel.
On early Wednesday morning we were rung by reception to ask us to move to our new room. We packed up and went to reception and was told to come back in half an hour. We were given the luggage room card and told we could leave our stuff there. Half an hour we were entering our new room. My heart literally dropped when we found that we were once again expected to stay in a tiny, dark room with no balcony and just a metal bar across a balcony door which looked overnthe street at the front of the hotel. The other half of the balcony was set against the wall! Once again I advised reception that we had not booked for a room without a balcony. I found the receptionists attitude a little difficult during this conversation. She initially simply stated the hotel has no rooms with a balcony available for the remainder of the week. She responded that I had been told last Saturday that we would only have a few days with a balcony until we were moved back to our original room. This was not the case. And also we had been put into an entirely different room! There was no talking to the receptionist at this point and I requested to see/speak to a Thomas Cook rep. I spoke to Sophia initially who said that our booking on their system said we should have a balcony view and she repeated this to the receptionist. The receptionist then demanded that inwent and got my documentation but told us clearly there were no balcony rooms available until the 30th june. I was told the Thomas Cook rep would ring me back within the next half an hour. 2 hiurs later (we continued to sit in reception for the entirety of this time being ignored by the Hotel staff). When we eventually spoke to a Thomas Cook rep (when we had rung back twice) they then told us the Hotel Casablanca had no balcony rooms available and that our booking hadnt specified a balcony room. When I asked why I had been told different in our last phone call, it became apparent that the T. C rep had spoken to the receptionist and they were both now singing from the same hymn sheet. We were left no option but to take the cell like room. This honestly did affect the mood of our holiday. We couldn't relax in the room and the electric drill sounds from the mechanics across the road didnt help. We were woken every morning at approximately 6am by either the street cleaner, the recycling lorry or the delivery van. The air conditioning didnt work (again) and the space in the room was ridiculously small. On more than one occasion we went to bed at about 10pm because we felt down and knew we would be woken early the following day.
The hotel is one of the cleanest ive ever stayed in with a group of fantastic bar and dining room staff, unfortunately our experience of the staff was tarred by the receptionists attitude. Its a small hotel with only 86 rooms (I think) and therefore its very quiet. However a lot more could be done to try and keep the guests entertained in the evenings. In the 7 days we were there, entertainment was onky laid on on the Friday evening. It was rubbish! Think a bad lounge singer with flashing lights and a keyboard!
On the nights we did go out into the main street, it was very much like you were sneaking back in trying to not let your parents hear you. The entrance was almost in darkness and the bar closed. You have no option but to go straight to bed.
All in all I think Santa Ponsa is a place for a group of friends or families go to and the Hotel Casablanca is catered for older couples. There are no activities for children and the receptionists stated that no pool lilo's etc were allowed, however by the latter part of the week, people were just taking them to the pool anyway. The room issue was a bitter pill to swallow (which is most likely a Thomas Cook error if the hotel are correct in what they say) however it was the attitude of the receptionist that wasnt satisfactory) so I would doubt we would ever return to this particular hotel again which is a shame.
Close to main street/beach
Food more than adequate
Bar and dining room staff were so lovely and friendly
Swimming pool area is very clean and atmosphere is very relaxing
The balcony room we had was a great size and the views were stunning
The shower was very powerful and bath a good size (although because of shower curtain I managed to flood the bathroom)
Non balcony rooms appear to all be very small and dark
Street gets busy early which is disruptive
No labelling on food
Lots of steps, inside and outside the hotel
Pool side bar food was very limited and pre packed
Lack of entertainment meaning guests will have to spend most of their hotel down the street
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Jet2Holidays , Ebookers, LoveHolidays, Travel Republic (UK), Priceline, Traveltool, S.L.U., TripOnline SA, HRS, Evoline ltd, HotelQuickly and Cancelon so you can book your Hotel y Apartamentos Casablanca reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Casablanca Hotel Santa Ponsa
- Hotel y Apartamentos Casablanca Santa Ponsa, Majorca