Cap Vermell Grand Hotel

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.

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.

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.

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.

Breakfast, dinner, and the service staff were all amazing. I wish I’d given them more compliments. The view is amazing. For a luxury resort, I have two complains. 1: the AC controller in the room was not working. The down button was broken, so late at night we tried to adjust it and it got stuck at 24 which was way too hot for us to sleep in.. it was late at night (2am) and we were only staying for one night so we let it go but we didn’t sleep well. 2: the receptionist girl (Lisa?) was a bit impatient when she was helping us to solve our accidental double bookings. We only needed one room but my partner made two reservations. She then said “you should take this particular room because the surprise is there like you requested” which ruined his surprise … Everything else was wonderful, but I have a bit of bitter opinions about our stay.

I found the staff to be fairly average—friendly enough but lacking that extra touch of attentiveness. The food, however, was quite good, offering a variety of tasty options that satisfied my palate. The services were also commendable, providing all the essentials for a comfortable stay, though nothing particularly outstanding. Overall, it’s a decent choice for people seeking reliable service, good dining, and solid amenities without expecting anything extraordinary. All in all I would rate it a 4*, as many 5* resorts we have visited have little touches that make it special, & something about this hotel was missing.

I hadn’t read the more critical reviews until I returned home. Unfortunately, they matched our experience of the hotel. The service levels were very uneven, many of the staff seemed to view guests as an irritation. The service was particularly poor at breakfast. We frequently waited over 15 minutes for anyone to take our coffee order although we were generally given water sooner. Strangely, you didn’t seem to be allowed to serve your own water. It would then take another 10 to 15 minutes for the coffee to arrive. The a la carte items were similarly slow. One day, my husband gave up waiting after over 30 mins had elapsed and everyone else around us had received their orders sooner. I wasn’t eating that day as I felt under the weather.||But our worst experience was one of the mornings when it was raining. We were sitting outside but we weren’t bothered because we had a large umbrella above our table. I popped into the breakfast room to get some buffet items. When I came back outside, my husband was sitting in the rain. It transpired that a large Spanish family had requested another umbrella and, without saying a word to my husband, one of the waitstaff had taken the umbrella that was sheltering our table and given it to them - and despite the Spanish family’s protestations. It is sadly relevant to say that we are a mixed race family and my husband is Black . He was the only Black person at breakfast at the time. I complained and asked the relevant person whether she recognised how rude she had been. Her response was to usher us inside and to give us a take away item to take up to our son. ||This is in itself an illustration of the uneven service. On the first day, we were told we could take up an a la carte item to our son who had remained in the room. The second day, we were told that they had made an exception and no other requests could be accommodated. Strangely enough, the day the breakfast service plummeted to new levels (some would call it a microaggression, I would call it racism), we were permitted to have another takeaway breakfast item. ||The cleaning of the room and the maintenance of the resort was similarly uninspired. There were tiny beads which remained on our balcony from the day we arrived to the day we left; one day the housekeeper decided that we should not be permitted to keep any of our belongings on the bathroom counter and shoved them all into the alcoves where they couldn’t be seen; and there was the same litter on the paths throughout our stay.||The hotel has a gym onsite and guests can also use the country club just outside. On successive days, there were no towels and, on the last day, no water. The reception staff seemed perplexed when i requested towels and water and asked whether I wanted them now.|| On the plus side, the room was large, if in need of refurbishment, and the food at the Balearic restaurant in the evening was good and very good at Roka - which I understand has closed. Overall, the “holiday” felt like work.||To improve, it needs the active involvement of senior management and supervisors with an eye for detail.

Beautiful hotel - horrible customer service. I recently stayed at this hotel, which charged $961 a night, and while the grounds and amenities were nice, my experience was far from what I expected for a 5-star establishment. Initially, my friend and I enjoyed our stay so much that we decided to rebook for a second night through the concierge. Unfortunately, we were not informed about the 20% discount they offer for extending stays, resulting in us being charged full price. This lack of communication was frustrating, especially given the premium price we were paying. After rebooking around noon, we left the hotel for the beach, having discussed housekeeping and laundry services with the concierge. However, when we returned around 10 PM, we were shocked to find our room had not been cleaned at all. There were no fresh towels or water, and after calling the concierge for assistance, we only received new towels. The next morning, I returned to the concierge to address this disappointing incident and to consider rebooking another night. Instead of understanding, I was met with resistance and attitude. The concierge claimed housekeepers had attempted to clean our room twice and were turned away, which was impossible as we were out from 1 PM to 10 PM. Despite the premium room rates both the manager and concierge offered no solutions. To add insult to injury they told us it was our word against their housekeeping team. Leaving us feeling insulted and undervalued as guests. What’s more, while the hotel is visually appealing and well-located, it felt vacant and lacked culture. In comparison to the smaller boutique hotels we had stayed at during our 10 day trip around the island—where we were treated exceptionally well and created wonderful memories—this hotel fell flat. There are better options nearby that not only offer a more authentic feel but are also less expensive. The attitude we encountered only added to our disappointment. I cannot recommend this hotel based on our experience, as it did not live up to its supposed standards.