Faustino Gran Relais & Chateaux

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.

Such a shame this property is so poorly run, obviously management issues, where experience is just not there.

Booking process had been done directly online, within the hour, a call from the hotel stating that the room booked (junior suite) was not available and a mistake had been made. Such is fine, however, their option was to stay in the room for 1-night then move to a downgraded room the next. When a mistake is made by the hotel, an upgrade or some sort of compensation should be issued, not a downgrade in room.

Reception on arrival, pleasant, professional and willing to assist. Check in process was extremely smooth and assistance provided with bags and explanation of the room. So, 5-Stars on the initial services provided, shame such does not continue.

Room wise, being a down grade to a superior, one would still expect a high standard, unfortunately not. Air Conditioning was not working, complained, came to check, left, complained again, nothing done, two days, poor cooling. Room is spacious as a room, bathroom area is small and not for 2 people at one time. Rain shower, double sink (small) and toilet with some great products. Bed was not a queen, two beds put together, pillows were the worst i have tried to date - tired and just flat, linens, did not try as was on top of the bed all night, suffering from the heat of no air conditioner. In addition, this room has 3 large windows, where direct sun light enters, so does not help with cooling.

Room location is directly on the street, the noise from people walking by, the motorbikes and cars, just too much. Then you have ignorance of guests slamming the main gate at night (directly below the room), then you have the garage below the room of the hotel, and to top it all off the night clubs of the town across the road. The answer from the hotel was ear plugs, another poor management decision. Slept for around 4-hours, with poor pillow and an air conditioner that did not work.

Dinner, expected much more. Service, clear they lack in training, staff do not understand the wine list or do they know who is eating what as a main course, confusion at its best. Service time frames for drinks and wine, 15-20 minutes. Starters, Jamon was from a packet, when asked they tried to hide it, but finally admitted it was. This is a 5-Star property serving packed products. Tomato bread was soggy (wet), however the cerviche and mains were good. Overall, they have a chef issue and service issues that need improvement.

Breakfast, was lacking in everything, just no selection at all. Poor again for a 5-Star property. Basic, no options and the cooked offers was just flavorless and badly cooked. I actually went out for breakfast on day two it was that bad. Such a lack of F&B skills for a property like this and clear they are targeting profit margin over quality. The reason for this comment, is i have stayed here a few times in the past and it was so much better.

Not sure i have much to say that is positive on this supposedly 5-Star property. Far from 5-Stars in my opinion and has changed for the worse. Such a shame. Well done reception staff for some professionalism that is far superior to your management.