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Reviewed 4 weeks ago

I don't often leave bad reviews but had a terrible stay at the Iberostar. On the second night my husbands wallet was stolen from my bag in the hotel bar. We had all our money and cards in it. After cancelling the cards we had no source of funds for the rest of our holiday. We asked for help at reception as we still had access to our online banking. The lady at reception said we should be able to transfer money to the hotel's account so that they can give us some cash and we waited an hour and a half in reception to speak to the manager about this but were told we couldn't as the hotel doesn't have a bank account.

They advised we go to Western Union to get money transferred but as we had no cash we had no way of getting transport there. I asked if the hotel would be able to fund this as a goodwill gesture seeing as it happened in their bar but they refused. It was down to the staff to lend us their personal money to help us out.

After a day of unsuccessfully trawling Western Union branches (where no one speaks English) we went back to the hotel and were still offered no assistance. I have a 2 year old and as we were half board we had no lunch in our package. When I asked the hotel if they could provide something for my little boy they refused.

Eventually we managed to sort ourselves out but I'm shocked they have no policy or support for this kind of thing. I felt totally abandoned at let down by the hotel- although I have to thank Veronika for lending us some money for transport and Jesus A for offering to go above and beyond to personally help us out.

As for the manager- after waiting an hour and a half to speak to him in reception, he just sat in his office and sent someone else to deal with us.

I don't think it would take much to put in place some sort of policy that helps people out in this type of scenario when you are truly stranded. For example get a bank account if they don't already have one (hard to believe that tbh), and providing transport.

As for the hotel itself, I requested an extra pillow on the first night as they had not put on in my little boys cot- I got it 2 days later. The phone in the room was also faulty which we reported on the 2nd day and was never resolved. The rooms were very "no frills"- not what I expected for 4 stars. Also, never been to a hotel where there is a daily rate to use the safe in the room!!! (I overheard another guest that had something stolen from their room and paying for/using the safe is the only way they can be responsible for theft!!). I can't see how there can be any cost to the hotel for a guest utilising a safe and find it a little immoral that they are profiting from guest security.

  • Stayed: September 2018, traveled with family
    • Location
    • Sleep Quality
    • Service
2  Thank haylz941
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarHoteles, Quality Manager at Iberostar Albufera Park, responded to this reviewResponded 4 weeks ago

Dear Guest,

We would like to take this opportunity to thank you for choosing our hotel for your holiday and for sharing your experience with us. However, we are surprised by your observations, as we did our utmost to assist you at all times, and at our hotel, our staff and management team are renowned by their kindness to our guests as you can read in our reviews. We are very pleased that we were able to locate your belongings and return them to you and will relay your compliments to our staff that you mention in your review.

Furthermore, we regret that you were not satisfied with the room that we accommodated you in and that we were not informed of this during your stay as we would have done our utmost to find a solution, at Iberostar our goal is complete customer satisfaction at all times.

We hope that you enjoyed the rest of your holiday at our beautiful, four-star establishment on one of the most wonderful beaches in Mallorca and that you and your family have taken some great memories home and we trust that you had a pleasant journey home.

Kind regards,

Quality Manager

Iberostar Albufera Park

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 5 weeks ago

From the bottom of my heart, I must divulge just how amaing this hotel and its relentlessly amazing staff are. From the second that we walked in we were greeted with the most sincere and kind hospitality, we were offered complimentary drinks as well as being treated like stars. The room was fully renovated and of great standard, a sort of Aparthotel, with everything you could ask for, which is really useful.

The amenities, the service, the kindness of the staff was always visible, one feels immediately, that the staff goes above and beyond to deliver your ideal holiday. Let us not forget how close this hotel is the amaing Playa de Muro beach as well, not forgetting the many swimming pools that are offered on site simultaneously.

I would like to use this opportunity to thank the following people: firstly, as soon as we walked in to the hotel we were greeted by one of the nicest receptionists and human beings I have ever met, his name is A. Jesus. He took his time to explain everything to my partner and I in explicit detail, he honestly wished us well and was always available throughout the day, whatever we needed. Such passion for hospitality is a rare find in todays world, so I would like to thank him for making this trip so special for us. Gracias !

Moreover, the staff has a ubiquitous sense of making every guest feel at home and incredibly comfortable, and this could not be more present that in the food and beverage department. Whether it is Breakfast, Lunch, Dinner, Snacks, Bar etc, the Iberostart Albufera Park always offers something to eat, at literally any point of the day. I would like to thank the young waiter called Casto, for his tireless efforts in making sure we were always having a good time, and saw that we never were left needing anything. Gracias Casto! I would like to thank Loli, the amazing waitress with the nicest smile and generous nature! Of course, Abraham always made sure we had the best seats, and always wanted to make sure we were having a great time, Gracias Abraham, we will never forget this. Rafael, the waiter as well, made our stay so much better. Lastly, but definitely not least is Gonzalo, the waiter from Uruguay, who displayed so much passion and desire in his job, and always was there for us, literally whatever we needed, even if it had nothing to do with his actual duties.

To be honest, I could not even have dreamed of such an amazing holiday, the Iberostar group seems to be a gem in the hotel world, and we will absolutely visit as soon as possible again.

To conclude, I would just like to reiterate and conclude the main points of my message: some of the best staff in the world, amazing location, great rooms, many amenities, many of activities, there are always shows after dinner and it is just one of the best hotels in Spain!

Thank you once again!

Joakim

  • Stayed: September 2018, traveled as a couple
    • Location
    • Rooms
    • Service
2  Thank Joakim Lars J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarHoteles, Quality Manager at Iberostar Albufera Park, responded to this reviewResponded 4 weeks ago

Dear Joakim,

Firstly we want to thank you for choosing Iberostar for your recent holiday and for sharing your experience with us. We are really happy to read your enthusiastic comments about our prime pillars we set in place to ensure splendid vacations for our guests. Beautiful locations, helpful and friendly staff, and high standards of gastronomy are some of the most important elements of our company and reading that you found them all to your liking is brilliant news.

Once more we thank you for this complimentary review of our hotel.

Best Regards,

Quality Manager
Iberostar Albufera Park

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 13, 2018

By any standard, this was - for us - a phenomenal holiday. From the minute we arrived until the minute we left we will only take away with us amazing memories.

As a family with a 5 and a 3 year old, we were after something that was geared to their needs. As our girls love being in the water, our choice very much focussed around a pool with slides and this place really delivered for them. There is a huge ‘grown up’ pool which easily absorbs the number of guests that are there, and then 2 separate children splash pools. The smaller of the 2 has the smaller of the slides and clearly has the youngest members of the family in mind, and the larger of the two has a straight slide, and a longer winding one as well. The area surrounding the pools then has shooting water fountains from the floor / walls etc. Our girls would happily have spent all day every day here. The water was lovely and warm and exactly what we needed. No pushing or shoving from anyone either! The larger pool had shallow parts at either end for when we did want to go in there and was ideal for improving their swimming skills. There was also water aerobics daily which was popular.

There were also endless additional activities to keep the children entertained during the day, e.g. a poolside magician, a disco in the pool, an entertainer with a giant bubbles show, a foam party, an inflatable water slide (for big and small children alike). There was also frequently a giant, long foam mat across the big pool for the children to try and run across it which our girls really enjoyed. There were also ad hoc things at dinner time, for example balloon modelling and face painting. But the evening entertainment was perhaps what they enjoyed the most. Every evening there was a mini disco which was very popular, playing a variety of children songs in English, Spanish or German to make it inclusive for the majority. All of the entertainment team spoke at least 2 languages if not 3 or 4 making it very inclusive. And even though they didn’t understand the words, they still enjoyed the songs and learning the actions - frankly it must be good to expose them to other languages. The mini disco was often followed by a family show of some description. As these didn’t start until after 9, we didn’t go to all of them and instead aimed for the ones that we knew they would enjoy most such as a complete Frozen re-enactment or a live Disney Singalong. Brilliantly put together and enjoyable for adults and children alike.

In terms of food, we opted for the same restaurant every evening for consistency for the children, and after a few days they were on cuddling terms with a couple of the waitresses. Maria Jose was a firm favourite! The food was amazing. Even though we went to the same one each night, the variety meant you never got bored. The breakfast buffet in the morning was really vast, and in the evening there was a different theme every evening - Mexican, Tapas, Seafood, Japanese, and if that particular cuisine wasn’t what you wanted, then there were different pizza and pasta choices daily, different soups and paellas, a different joint on the carvery and so on. Plus a hugely vast salad bar and pudding selection. We tended to go down around 7pm and never had to queue anywhere of felt like the area was overcrowded, and when we were leaving around 8pm that seemed to remain the case.

The hotel is literally on the beach. You step out of the main pool, walk 5 yards and you’re on the sandy path that goes barely 150 yards around the trees to the waters edge. The beach is beautifully clean and the water is pristine. It looked more like the Maldives than the Med. There was always a lifeguard there, a shower, plenty of large bins and so on. It was well set up. There’s also a jetty from which you can book boat trips of varying lengths.

Locally there are supermarkets, gift shops, some restaurants and so on, but it is not based in a significant sized town such as Can Picafort. For this reason we hired a car which, in hindsight, was a waste of time. Given that we were right on a beautiful beach, there really was no need to go in search of something else. I was worried we may get ‘cabin fever’ over our 12 day holiday but the kids were so happy there that there really was no need to go and seek adventure further afield in spite of the very helpful list that Victor from the management team gave us with his recommendations. Alcudia is a beautiful town to visit but the kids really just wanted to go back to the pool. :) (Parking is also a challenge around the hotel!)

The hotel itself is really beautiful. The grounds are immaculate and the daily cleaning service of very high standard. We had a minor issue with our A/C which was quickly remedied. There is also a playground opposite which our children enjoyed, plus a small one onsite. The rooms had everything we needed - we were half board and the kitchen facilities were adequate for the small lunch we made for ourselves in our room. The beds were comfortable , twin beds in a separate room for the girls, and two L-Shaped single beds that doubled as an L-Shaped sofa by day.

The staff are amazing. So helpful and friendly in every field - maintenance, reception, catering, cleaning, management, entertainment - regardless of role everyone worked hard and aimed high. If i could name check every member of the entertainment team then I would as they are all exceptional. Our children quickly had firm favourites but they were all excellent. Big thank you also to Victor for his friendly manner and daily interest in how our holiday was going. And to Maria Jose for her lovely way with our girls every mealtime. We usually look for something different to do each year but honestly, we can’t wait to come back. , or maybe try another Iberostar hotel as this was a first for us. Thank you for a fantastic holiday.

  • Stayed: August 2018, traveled with family
    • Sleep Quality
    • Rooms
    • Service
Thank Vicky M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarHoteles, Quality Manager at Iberostar Albufera Park, responded to this reviewResponded September 14, 2018

Dear Vicky,

First of all, we want you to know we are really pleased that you had such an excellent holiday with us at Iberostar and we want to thank you for sharing your experience with others.Our staff will be delighted with your praise, the entire team is not only particularly hospitable but is also given continuous training in terms of service and general working practice. We are therefore very pleased that the efforts of our employees have left a wonderful impression on you.

Thank you again for sharing your motivating comments and we look forward to your next visit to our hotel.

Best Regards,

Quality Manager
Iberostar Albufera Park

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Reviewed September 9, 2018 via mobile

On our arrival we were greeted and offered refreshments by friendly staff and checking in was speedy,our rooms were spacious,clean and the maid service was fantastic. We have previously stayed in Park hotel four times but our children are now too old for a family room This is the first time we have stayed in playa and we weren't disappointed,we asked for rooms near to one another and they gave us interconnected rooms ,The location of the hotel is brilliant if you like the beach as you walk straight out onto playa de muro beach with lovely walks both ways and boat trips if wanted , we did catch a boat upto Alcudia port which was a nice experience and then got a taxi back to the hotel( 15 euros ) The restaurants are all clean, lots of choices and all the staff are so friendly and helpful.In the evening we ate outside where they have a fantastic BBQ with salmon, Tuna , steak chicken the list goes on cooked by Lois who was fantastic and the waiters Tollo and Zuzanna couldn't be anymore helpful and friendly, they treated us just perfect. The animation team were also brilliant we had lots to do , archery, rifle shooting, table tennis , and lots more all made lots of fun by Timo, we also took part in paddle board yoga with Natasha who was brilliant and very patient with us as we did fall off a few times .The aqua aerobics was also good fun which I enjoyed whilst my husband took part in beach volleyball.The evening entertainment was also high standard and the bar staff and waiters were all brilliant,Pedro is so friendly and welcoming and the waiters David , Jose, Willy ,Ibram and Rafaela are all so friendly and helpful. We were pleased to see management around who always spoke and asked if everything was ok with our holiday especially Jessica who is such a genuine and caring lady who made us feel relaxed and cared for . Yet again we had a fantastic holiday and will be returning next year , thank you to all the staff at Iberostar for such a wonderful holiday.

Stayed: August 2018, traveled with family
Thank 72julie2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarHoteles, Quality Manager at Iberostar Albufera Park, responded to this reviewResponded September 12, 2018

Dear Julie,

First of all, we would like to thank you for your kind review of your recent holiday with us at our hotel. Such a friendly review is, of course, a great pleasure to read and confirms for us that our daily actions are worthwhile and that we are on the right path with our numerous efforts.

Again we thank you for your pleasant opinion of our hotel and hope that we will continue to provide you and your family with excellent holiday experiences in the future.

Best Regards,

Quality Manager
Iberostar Albufera Park

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 9, 2018

We did book our family trip short notice at the Albufera Playa. Upon arrival we were given a room at the way "older" Albufera Park which is next to the Playa hotel. This must be the original building which has not been renovated to be up to date. Definitely not even close to a 4* hotel.We entered this room and instantly knew there is a mold issue. So we looked around and took at least 10 pictures of moldy walls, curtains, the bathroom, the air conditioning etc. My wife had to discuss these issues with health concerns for more than 2 hours with the staff and general management of the Albufera Playa. What a warm welcome!The excuses we heard were e.g. the mold issues are part of Mallorca due to the humidity and cannot be avoided. What a nightmare to tell a family with kids who would like to enjoy their summer vacation. We are fully fully booked out and you have to take this room as no other is available. So after 2 hours of discussions and waiting we were able to get a way smaller room in the Albufera Playa. Way better but also not worth a 4* hotel as there is limited space and no insulation. You can hear every word spoken in the adjacent rooms. Online there are no pictures of the Albufera Park at all. So all pictures you see are from the newer Albufera Playa.We would not recommend this to any friend or reader with the experience we had.

  • Stayed: September 2018, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Iberostar
1  Thank TomoF79
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IberostarHoteles, Quality Manager at Iberostar Albufera Park, responded to this reviewResponded September 10, 2018

Dear Guest,

We would like to express our appreciation for the time that you have taken to send us your review. It is very disappointing for us to read your personal impressions of our four-star hotel that is perfect for family holidays, with direct access to one of the best child-friendly beaches in Mallorca, self-sufficient apartments and renowned by its amazing team of kind and friendly professional staff. We are delighted to read that our team could find alternative accommodation for you as there are certain times of the year, due to the occupation that this is practically impossible.

Finally, we would like to say that we trust that you and your family have taken some wonderful memories home from Mallorca and we hope that your return journey was a pleasant one.


Regards,

Quality Manager

Iberostar Albufera Park

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