La Residencia, A Belmond Hotel, Mallorca

Really bad experience at La Residencia in August 2024. Not luxury and not customer oriented at all.

Called to make sure we could stop by for a drink at the bar without a reservation. We were told that we could come and that we could park on the hotel parking. When we arrived and rang at the parking door, we were told that we couldn’t park inside without a reservation and also that the bar was full and we couldn’t come. A staff member who I believe seemed to be the concierge or a manager arrived at that moment from outside and asked if he could help. As we explained our situation, he said that it was impossible that we had been told this on the phone (basically saying I’m a liar…). We were not even invited to come inside to visit the place or even try and see if there could be some spot just for a drink.

Let me add that we were perfectly dressed with a dress and my husband with a shirt and that we regularly visit palaces (just to say that we didn’t look like the most basic / not polite / not luxury clients).

We were extremely frustrated and disappointed. I work in customer experience in the luxury industry, so let me tell you that this was everything I qualify as horrible experience and the contrary of luxury service.

I highly recommend a lot of other places around where you will be received a lot better than at La Residencia.

For a place of this “caliber” there should not be hair in the food and water should not cost 20 euros. If this is a 5 star hotel and is only at 30% capacity these little, albeit critical details must not go overlooked.

Staff was warm and welcoming.