The Lodge Mallorca, member of Small Luxury Hotels

Fuimos a pasar unos días con mi pareja y la verdad es que de diez. Cenamos en el restaurante y fue una maravilla, pero lo mejor fue cómo nos trataron. Todo el personal fue súper atento y encantador con nosotros. ¡Nos hicieron sentir muy especiales!

Un fin de semana de lujo, mi marido y yo estuvimos cenando y la verdad es que repetimos porque nos encantó todo, la atención de 10 y la comida exquisita.. volveremos

We booked a 3-night stay at The Lodge Mallorca, but unfortunately, our experience was extremely disappointing and far below the standards expected from a luxury 5-star property.
The service shortcomings started right at arrival: during check-in, nobody offered to help us with our luggage, leaving us to carry our heavy bags all the way up to the reception ourselves—unacceptable for a hotel in this category.
Due to an urgent personal matter back home, we had to check out early after our second night. Despite explaining our situation and even offering reasonable compromises (such as a partial credit card refund of €500 instead of a full refund), management remained completely rigid and unwilling to show any flexibility or goodwill. Instead of genuine hospitality, they simply hid behind rigid booking policies.
To make matters worse, the departure was just as poorly handled. At check-out, we were left waiting almost an hour just for a buggy to collect our luggage and bring it to our car. Communication with reception was confusing and unorganized throughout our stay, and promised email follow-ups were not delivered on time.
A nice setting cannot compensate for a complete lack of basic service, customer care, and empathy. For a self-proclaimed 5-star hotel, this level of service is severely lacking. We will definitely not be returning.