Cap Vermell Grand Hotel

This hotel is an absolute disgrace to the concept of a “5-star” establishment. It is designed for people who have never truly experienced luxury and therefore do not know what genuine service should feel like. What you find here is not hospitality, but negligence wrapped in arrogance. From the very beginning, the experience was appalling. We were shown to a room reeking of mold a suffocating, unhealthy smell that made it uninhabitable. When we requested a solution, the staff were dismissive, unhelpful, and visibly irritated, as though our concerns were an inconvenience to them. After repeated insistence, we were reluctantly shown another room, which was equally unacceptable. Left with no choice, we returned to the original one. At no point did management follow up, no one checked in to ask if the situation had improved because they simply do not care. The interiors are depressing and outdated, with dark, heavy furniture and lifeless décor. What looks from the outside like a charming village is, on the inside, nothing more than a tired and soulless property with absolutely no refinement. The pool is small, unattractive, and completely fails to deliver any sense of comfort or pleasure. Housekeeping is virtually nonexistent. The room was never properly cleaned: no vacuuming, no fresh sheets, no basic attention to hygiene. The so-called “service” here is nothing short of insulting. The most striking element of all, however, is the attitude of the staff. Incompetence is one thing; arrogance combined with hostility is another. Their behavior reflects a total absence of training, accountability, and respect for guests. This hotel should be avoided by anyone with the slightest expectation of quality, professionalism, or human decency. It is not a luxury retreat it is a cautionary tale.

I have never experienced such a lack of professionalism in a so-called luxury hotel. What should have been a relaxing stay turned into weeks of frustration because of the way the hotel handled the billing. Upon arrival, there was little to no explanation from the staff. We were left on our own with no clear orientation about what was included and what wasn’t. At check-out, I was presented with an invoice full of errors — duplicate dinners, charges that didn’t match any signed receipt, and even tips that were never authorized. I asked them to correct it, and despite several discussions, they still overcharged me. It took my own detailed review of every single receipt to prove the mistakes. Even worse: the deposit of €1,200 was mishandled. Only part of it was released, and after almost two months, I am still waiting to see the rest of my money. Every time I contacted the hotel, I was met with vague answers, empty reassurances, and delays. For a hotel that presents itself as five-star, this behavior feels closer to a scam than to professional hospitality. Instead of transparency and accountability, the impression I was left with is that the hotel relies on guests not double-checking their invoices — a completely unacceptable practice. This hotel may look luxurious from the outside, but behind the scenes the management of billing and customer care is appalling. It absolutely does not deserve to be considered a high-end establishment. Guests deserve honesty and professionalism - not to be overcharged, ignored, and left chasing their own money.

I stayed at Cap Vermell from July 14–18, booking two rooms via the Amex Platinum Fine Hotels & Resorts program. One room checked out on the 17th. Based on the hotel’s 5-star rating and its inclusion in the FHR program, I expected a luxury experience—but what I encountered was one of the worst hotel stays I’ve ever had.|From the moment I arrived, I was met with indifference. I had booked a room that, per the hotel’s own listing, accommodated three guests. Yet when I requested an extra bed, I was quoted €100 per night over the phone—only to be charged €150 per night at checkout.||Check-in was equally frustrating. I arrived at 7 PM and was told my upgraded room would be cleaned for me. I wasn't given access to the room until 10:30 PM—and no courtesy was extended while I waited. Not even a drink or an apology.||The room's air conditioning never worked properly. I made multiple complaints. Twice, I was told someone was coming—only to receive a call 10 minutes later saying no one would be arriving and the issue would be “handled from the outside.” It wasn’t. When someone finally showed up, the unit banged loudly all night, keeping us awake. The next day a technician came, said he needed a ladder, and never returned. The room remained hot.||Customer service was consistently dismissive:||- I needed help securing a taxi after dropping off my rental car. The staff didn’t know how to help—I had to find my own taxi company.|- My friend asked for an outlet adapter and was told if she didn’t return it, she’d be charged €10. I’ve traveled all over Europe and have never seen a hotel nickel-and-dime guests like this.|- The $100-per-room FHR credit was essentially unusable due to unnecessary restrictions. Out of $200 total credit, I could only use €80—despite a bill over $1,200.|- I asked a golf cart driver for a ride to reception and was met with an attitude, as if I was putting him out for asking to use the cart on a massive property.|- For a 4:30 AM taxi, I was told I needed a 4:00 AM golf cart because it would be “very busy.” At 4 AM, the place was completely deserted.|- A friend of mine wanted to book a spa treatment. She was pointed in the general direction of the spa (no offer of a ride). When she got there, it was empty. A sign said to go to reception. At reception, no one could help her.||To make matters worse, every time Amex called the hotel on my behalf, the hotel would tell them lies, including that I only called about the air conditioning one time. I even sent an email as the hotel instructed—and no one responded.||This hotel might have the physical structure of a luxury property, but the service and hospitality are shockingly poor. I felt unwelcome the entire time, and staff made it seem like every request was a burden.||I never write reviews—but I couldn’t stay silent about this one. Cap Vermell has a long way to go before it can live up to the 5-star rating it claims.

The resort is located in a quiet area, which I appreciated. However, I was expecting at least a partial sea view considering we are on an island, but the entire property is surrounded by mountains with no sea in sight. The main issue I encountered was with the staff and their overall approach to customer service. It falls far below the standards one would expect from a five-star resort, especially given the price point. When I choose to stay at a place that claims to be five stars, I expect a comfortable and seamless experience—not to be calling reception daily to report different issues. That clearly reflects a deeper problem in the management and operations of the hotel. This was my first time staying here, and unfortunately, it will also be my last. I cannot recommend it to others. On a positive note, the on-site restaurants were actually quite nice and worth a visit. I would, however, like to commend one staff member—Adrian. He was the only one who showed genuine dedication and professionalism throughout our stay. His attitude stood out in contrast to the rest, and he truly deserves recognition.

This place truly is perfect in every way - it feels like a zen oasis where everything has been thoughtfully designed and executed. The property has this incredibly peaceful, sophisticated atmosphere that makes you feel relaxed the moment you arrive. Our room was spacious and extremely comfortable with high-quality furnishings and excellent bath products. The WiFi works flawlessly throughout the entire property, which was great since we needed to get some work done during our stay. The staff were all fantastic - professional, friendly, and genuinely helpful. The bellhops were particularly proactive and seemed to anticipate needs before you even realized you had them. The breakfast was hands down the best of our entire trip with incredible variety, quality, and presentation. Roka restaurant wasn't great (we had to ask for the bill 7!!! times), but the other dining options on property were solid. Everything here just works seamlessly - from check-in to daily service to the facilities. This is hospitality done right at every level.

Everything was great in here. Nice and luxurious atmosphere with great service. Also the honeymoon treat was so thankful. Food is also great (we went to Tapas bar). But the pool was little too small and boring for adults, so we had to hit the beach which turned out to be the great choice - I highly recommend to go to nearest beach you can search on the map if you feel bored.

We were truly looking forward to our stay at Cap Vermell Grand Hotel in Mallorca, and for the most part, the staff, especially at the reception and in general guest services, were courteous, helpful, and professional. However, we left the hotel 4 days after we arrived, and with great disappointment. Despite booking the Presidential Suite at a significant cost, we were treated with complete disrespect by a few overzealous pool attendants who clearly hadn’t read or understood the posted pool rules. What followed were several absurd confrontations around our child’s use of the pool, even though we were entirely in the right. These situations escalated unnecessarily due to the lifeguards’ poor judgment and their unwillingness to listen or acknowledge the actual hotel policies. It was incredibly frustrating to be treated so poorly, especially as high-paying guests, and to be placed in a position where we had no choice but to cut our stay short and leave that same day. We were met with apologies from the reception staff, who frankly seemed equally stunned by how the situation unfolded. But by then, the damage was done. The hotel lost guests who had booked the most exclusive suite, all because a few staff members lacked proper training and common sense. I left feeling deeply disappointed and frankly insulted. A hotel of this supposed caliber should never allow a situation like this to escalate to the point where a family feels compelled to leave. This is not how you treat guests, especially not families, and certainly not in your flagship suite.

Very disappointed with this hotel, we wouldn’t stay again and would not say it was worth what you pay per night.||The pool bar is located at the children’s pool, with just roughly 10 seats available. It’s noisy, and we waited 40 minutes for food due to a problem with the gas. The adult pool is small and has around 20 sunbeds in total which is not practical based on the size of the hotel. ||We went to Roka for dinner. Food was great but the service was a real let down. Having to ask for numerous things several times. This felt like a shame considering we have been to many Roka’s worldwide and not had this issue. ||Our room smelt unpleasant and damp and the phone to call reception didn’t work so we wasn’t able to organise buggy’s to get us from A to B (very needed at a hotel of this size).||Also something to watch for, small steps outside the front door and on pathways which I stubbed my toe on twice. Not at all visible unless you are literally looking at the ground. ||Breakfast was chaotic and understaffed. Coffees took 20 minutes to arrive after chasing the staff twice as to where these were and the food took 40 minutes, with items then missing when turning up. ||Would not recommend this hotel to any couples, or even families.