Pabisa Sofia Mini-hotel

We arrived in the hotel, and we got informed that the Pool&Sea View Room in the front of the hotel that we had chosen 2 months earlier and paid wasn't available. They upgraded us to sea view room on the side of the building, and they told us that this is more expensive in a way that we must have been grateful to. We asked for pool view on the front side of the hotel. They gave us a room in the 4th floor. No pool view again on the left hand side of the building with a view to the trees. They changed us again for a room on the 1st floor. Same thing as before. The answer we got is that in the system, those rooms are supposed to be pool view rooms. We return back to the first room with the Sea View on the 8th floor.
The thing is that on their official site, the pool view rooms are depicted as in the front side of the building, having a view to pool and sea also.

Meanwhile the working conditions of the staff were unacceptable. No air-conditioning in the reception/lobby area. All the staff were sweating a lot and only using a fan.

Before we got to our room, we had to wait for a group of more than 10 people to do their check-in. Waiting for more than half an hour in the lobby with no air-conditioning sweating like crazy.
When we finally got into our room, that was the upgraded one, as I mentioned above,there wasn't even one bottle of water in the room.

Another thing, the door to access the balcony wasn't working. Had to put a lot of effort to open and close it.
Also the smell of weed in the balcony was more than we could handle.

In the shower now, during our 4 nights stay, the water flow was very bad. Burning hot every 30 seconds and freezing cold right after it and then back to normal for a few seconds. We mentioned the issue to the reception multiple times throughout our stay. The answer every day was that "I will write down an issue for the maintenance guy and he will check it tomorrow because other rooms are complaining also."
Of course, nothing was fixed. Later, when we asked , a young lady in the reception told us that she didn't know anything and that no one informed her, so the issue should be fixed. Half an hour later, I took a shower and burned myself. I told them the next morning, and the answer was "oh sorry".
Nothing was fixed while we stayed there.

Another thing is the air conditioning in the room. Locked to not go under 26°C when outside is 36°C and the sun heating the room turning it into a greenhouse with the windows to burn during the noon, making the atmosphere inside the room really suffocating. The fan and the air conditioning weren't enough, obviously.

Most of the ladies in the reception had a very bad attitude especially the lady with the blonde hair when we arrived and had the issue with the room she talk to her colleagues about us in Spanish believing that we don't understand but unfortunately for her I personally do understand Spanish very well. Really bad image for someone working in a customer care position that instead of trying to help with the issue to speak bad for us to her colleagues in her language the moment that she wasn't even the one dealing with the matter.

In the pool area, the sofas were very dirty, and ants were everywhere because of spilled drinks on top of them. Also, leaves and things from the trees.

In the good things of the hotel is the location that is close to transportation and supermarkets and also close to the beach.

Breakfast was good and with many options but in the area there is no air-conditioning (again) making many products to not taste good after they are exposed to heat for many hours like donuts that the chocolate and frosting was melting and the cheeses really tasted weird because of exposure in the heat.

Lastly, I would like to mention that the only people that were polite were the cleaning department ladies. The room was very clean, and they were very polite and always smiling even while they worked under such temperatures.

Extremely Disappointed with Reservation Support at Hotel Pabisa Sofia

Usually, I always book with Alua Leo when I’m in Palma de Mallorca because their service is top-notch. However, this time I decided to try Hotel Pabisa Sofia — and I regret it.

Since Sunday, May 4, 2025, I’ve been trying to get in touch with your reception to request a quotation for adding two more nights to my current booking. I was told to contact the reservations team instead. I’ve been calling repeatedly, and every time I speak with someone from the reservations line, I get the same generic response: “You will receive a response as soon as possible.”

Today is already Wednesday, May 7, and I still haven’t received anything. I’ve been trying to resolve this since Sunday because the price listed on your website was cheaper then compared to now. I simply want a quotation — nothing complicated. I’m trying to avoid higher peak season rates, especially with July approaching.

It’s frustrating that despite multiple calls and emails, no one has taken the time to give a proper response. It seems like if I posted a negative review online, I would get a reply faster than I’m getting for a genuine inquiry.

If it were possible to just extend my booking online without going through your team, I would’ve done it by now. This is customer service at its worst.

Absolutely terrible service. This hotel completely lacks professionalism. They played games with the travel agency — every time I had a problem, the hotel told me to contact the agency, and the agency told me to contact the hotel. Nobody took responsibility. On top of that, they replied to my messages once a day (if at all), which made everything worse. I felt completely ignored and stuck. Avoid this place unless you want stress and zero support.
And yes, I already know they will now reply with a comment saying they’re “trying to fix the issue” and that they will “contact me soon” — but that’s just their standard message to look like angels in front of the public. They did the same thing to my friend.