Heidi Rosati
Google
We were fortunate to stay at the beautiful El Palauet for 2 days after we finished a Mediterranean Cruise, June 2025. Upon entrance we were overwhelmed with the beauty and history of the property. My 85 year old father booked 2 amazing suites, Suite Magin ($2,040 Euro/night & Suite Bonaventure $2,635/night) , so we had the entire floor to ourselves, with private entrance to our Suites! What could go wrong?
Sadly, that's where the experience turns from amazing to unbearable.
In the morning, my Dad had NO hot water anywhere in his suite. He left the water run for 20 minutes in both showers and sinks, hoping to eventually get hot water.... to no avail.
We reported the lack of hot water to the front desk in the morning. With no action for a repair.
Then we asked again in the afternoon after a long, hot day of touring. Finally, they said they would send someone up to the room to check. After a quick check they said they needed to get a contractor in to look into it....
After returning for dinner, we checked on the repair status and we were told that the problem required a maintenance company to come in and they wouldn't be able to come in until the NEXT DAY!! After we check out!
Certainly not acceptable!
All the grandeur of the beautiful suites had been lost knowing we would wake up to a cold shower, the next morning before going to back to the US!
Frustrated, before checking out in the morning, we asked about a discounted rate for the Suite with the hot water issue, but we were told by the very young co-ed behind the desk, that it was "beyond her control" and we needed to email her manger Eduardo, after we got home to work with him on a reduced rate.
Not at all the service you would expect for a 5 Star hotel!
Since returning, I've communicated with Eduardo and as suspected, he's painting a very different picture of the situation than actually happened, and no credit has been given.
I travel extensively for business and pleasure, and seriously I would have gotten more responsiveness from a 2 Star Holiday Inn or Marriott property.
With this.. I'd consider other 5 Star properties in the area.