Faustino Gran Relais & Chateaux

The location is fantastic in good proximity of Citudella. Hotel decor is of a good standard however the experience is certainly not a 5 star experience and I believe we are leaving a fair review of this hotel. We stayed in the main / largest building. There was an issue when we checked in as we had paid a premium room with a harbour view however we were given a room close proximity of a jazz bar with a view of the side of the courtyard which is uninspiring. The reception team attempted to allocate a different room however a downgrade to a superior room which appeared to be in the eaves of the building with no harbour view , considering the air conditioning in the rooms in our opinion are of a weak standard we declined as we did not wish compromise 4 nights of interrupted sleep as the rooms in hotel are quite humid. Rooms were of a good size , however the bed was uncomfortable and pillows a very poor standard offering no neck support, bedding not changed during the 4 night stay even though it was evident there was a stain . Housekeeping was of a good standard however I do feel that the guest experience is poor as housekeeping had not tided the room until after 3pm on an occasion , reception were extremely unhelpful as I explained to receptionist that my husband needsed to rest as the 3rd night of our stay (room 16) we were woken by loud music from the jazz bar that continued until 5am in the morning and we had an extremely sleepless night. I was informed I needed to wait with no apology as housekeeping are working up to 3pm. Small pool area with no service on hand , during one late afternoon we decided to sit within the pool area for over 1.5 hours whilst we waited for our room to be serviced to which we were not approached by a member of staff to offer refreshments. The breakfast area, which was outdoors, was lovely although not suitable for outdoor dining in April as particularly cold courtyard in the morning the buffet range available at breakfast is small. However, a number of cooked breakfast options are available however-for 4 nights we would expect the menu to alternate and this would be expected in a 5 star hotel. In truth I don't believe this hotel is 5* star experience as our personal experience of the hotel had too many shortcomings during our stay , whilst words of apology from the general manager was accepted the hotel made no attempt to put right there shortcomings is truly disappointing considering the occasion and full of empty apologies as the overall experience and service during our stay diminished as each day passed. There are a number of beautiful hotels within the city that I would urge you to consider as if you are expecting a 5 star service I am saddened to report this will not be delivered by this hotel that is on par with a bed and breakfast establishment.

The location is fantastic in good proximity of Citudella. Hotel decor is of a good standard however the experience is certainly not a 5 star experience and I believe we are leaving a fair review of this hotel. We stayed in the main / largest building. There was an issue when we checked in as we had paid a premium for a room with a harbour view however we were given a room close proximity of a jazz bar with a view of the side of the courtyard. The reception team attempted to allocate a different room however a downgrade to a superior room which appeared to be in the eaves of the building , considering the air conditioning in the rooms in our opinion is quite a weak system we declined as we did not wish spend 4 nights at the hotel in which we felt would be a humid room. Housekeeping was of a good standard however I do feel that the guest experience is poor as housekeeping had not tided the room until after 3pm on an occasion , reception were extremely unhelpful as I explained to receptionist that my husband needsed to rest as the 3rd night of our stay (room 16) we were woken by loud music from the discotheque and had an extremely sleepless night. I was informed I needed to wait with no apology as housekeeping are working up to 3pm. Small pool area with no service on hand , we sat by the pool area for over 1.5 hours whilst our room was being serviced without any approach from a waitress service to offer refreshments. The breakfast area, which was outdoors, was lovely although not suitable for outdoor dining in April as particularly cold courtyard in the morning the buffet range available at breakfast is small. However, a number of cooked breakfast options are available albeit for 4 nights the menu did not alternate and this would be expected in a 5 star hotel. In truth I don't believe this hotel is 5* star experience as our experience had too many shortcomings during our stay , whilst words of apology from the general manager was accepted the hotel made no attempt to but right there shortcomings is truly disappointing considering the occasion . There are a number of beautiful hotels within the city that I would consider on our return to this beautiful location

Everything other reviewers have said praising this hotel is true. It is a lovely building, the rooms are great, the staff excellent the restaurant is very good, all to the standard you might expect. Having said that it sadly was an awful stay, in that our room, with a great view over the city, was in clear sight of the cathedral clock tower. The clock bell strikes on the hour and quarter hours all through the night, if you are easily woken it will be absolute torture . It was four nights of fitful disturbed sleep in short blocks that was very stressful. Of course nothing the hotel can do about it, but there it is, maybe not all rooms may be so exposed. But that was our experience

Decent rooms (small but understandable for the area), good location in terms of being in the hub of Menorca. However, too many issues with management of the property...

To start the booking, their "concierge" is unresponsive to any questions you have about the area or specific details to your booking. After multiple emails about being excited to visit the area/confirming booking details, I received 0 response despite submitting several emails 2 months in advance...

My bigger issue with this hotel is that I got charged when booking. On my way to check out they said I was good to go and was well on my way. After checking my credit card statements I saw that that I was charged twice on separate occasions for the same stay.

After bringing up the fact, they admitted the error after several days of no response & all I got was a sorry.

Nauseating to think how many other people this has been done to.

Highly recommend the area but stay away from this management group. Poorly run is a compliment.