Hotel Serrano Palace

Booked through jet 2, I would recommend that you don’t get the jet 2 transfer as it took 3 hours- private transfer is about an hour and I would say worth it.. We arrived at this hotel just before midnight.. We were greeted warmly by the night manager- however he said our rooms were not ready and we would be given a suite for the night, ( we had booked 2 sea view standard doubles and had requested that they be together - we are 2 children and 2 adults staying for 11 nights ). We gave our hotel voucher to him and he called someone and confirmed that we would be given 2 suites for just that night on different floors. We had no choice to accept this as it was late and we were tired.. he also said that I should come and see the manager in the morning to find out where we would be moving to in the morning and that we would be compensated. He said the rooms we were going to get the next day were lovely rooms and together. He gave us a welcome drink and offered us some food. He shared no further information about the hotel. We went to our rooms which were adequate but we couldn’t unpack and settle or use the safe as we knew we were off again in the morning. I Went to reception in the morning- the receptionist was so rude - some of her statements in our brief conversation ‘the hotel was full last night you were lucky we gave you nice rooms - we could have sent you away at the door as the hotel was completely full ‘ and ‘ we can’t give you any compensation as you had an upgrade for the night ‘ I pointed out to her that I couldn’t start my holiday till I had unpacked and settled. She said that I wasn’t to worry and at 2 pm all the hotel rooms would be cleaned and we just had to leave our bags packed in our temporary rooms and they would be transferred for us. I asked where we would be going to and she said two room numbers on different floors at opposite ends of the building. At this point I said I was more dissatisfied with this than anything else. She said that having rooms together wasn’t guaranteed. Now I was angry/upset and I did start to raise my voice and said I wasn’t very happy with the situation. Thank goodness the lovely Alba and another male receptionist came to my aid and they did suddenly find us two rooms that were available immediately and were situated together (The rude receptionist backed away - I didn’t deal with her for the rest of our trip - I recommend she is retrained In customer service! ) We moved our bags ourselves to the new rooms (there is no concierge service ) - I was very unhappy for most of the morning and actually cried to my husband as felt responsible as had chosen and booked what I thought was going to be a lovely holiday - What a miserable start ! Later that day the hotel sent us fizzy wine and chocolate strawberries to apologise for the inconvenience.. that was nice and we all appreciated the gesture. The rooms were big and had a big balcony ( I would prefer a table and chairs rather tha

I booked this hotel for a short break with my son. My neighbour recommended it to us. We were not disappointed. So many things to compliment. It's mainly the staff that make this hotel. Amalia and Nerea, the managers, are very visible and more than happy to muck in and help. Any my goodness do they work long hours. Juan on Reception works tirelessly to run the busy desk and answer any questions. The waiting staff are friendly and I would like to single out Ivan and Christina for attention to us at meal times... even bringing in English Tea when asked. The rooms are spotless and very comfortable. The meals are delicious... not a chip in sight ... with a range of different cuisine nightly. The breakfast had everything you could possibly want to eat. I would highly recommend. If there was a downside there were only 5 British people in the whole hotel while we were staying and we were 2 of them. The Jet 2 rep said it was a new hotel for them so maybe in the summer months there would be more English spoken. Not a criticism as hadn't realised that this area is used predominately by Germans.

Had a fabulous 10 days in this hotel. The customer service is exemplary. On arrival at midnight we were presented with either champagne or orange juice and a lovely meat and cheese platter in the restaurant. We couldn’t work the aircon on our first night.. TIP- the fan control is at the side of the bed and works perfectly! We were half board and ALL the food was amazing. We have stayed at many 5 star hotels and this was some of the best food and varied we have had. The staff everywhere in the hotel were amazing and I’d give the customer service 10/10. The heating system broke on a Sunday and we had no hot water until Tuesday afternoon but the communication was great and the hotel offered all free drinks to every guest on the Monday. Pity my husband had a cold so didn’t want to drink but we did manage a bottle of wine! The rooms are huge with lots of storage and separate sinks. The furniture is beautifully solid in a slightly old fashioned way with a gorgeous walnut finish and lots of marble. A couple of criticisms are the lack of a kettle and tea making facilities in the room. Being British I miss my strong tea when abroad! The other issue was the wifi which wasn’t as fast or stable as I expected it could be. The evening entertainment was good that we saw but we only went three times. It is a predominantly German resort which means it is very clean, and full of German Boomers which suited us. I’m English and husband is Irish so very nice to be in a clean, refined resort with no plastic menus or British and Irish bars full of noisy youngsters…. The beach and sea front area are fantastic for walkers and the coastal walks were beautiful.

My girlfriend and I visited this hotel last week for 5 nights bed and breakfast. Upon arrival we both noticed a strange aroma in the main lobby. We were greeted at the front desk by a very friendly member of staff who explained most things about the hotel and gave us our key card. Entering our room we noticed it was spacious with a bath tub and a balcony. Unfortunately, as the days passed we found that there were to many things that frustrated and disappointed us about the hotel. The biggest annoyance has to be that our room overlooked the bins and they were cleaned every morning at around 6am and went on for a long time. This impacted our sleep unfortunately. The second thing is that we felt that we had to pay extra for every little thing. I understand the concept of a minibar and that is fine, but I would expect to have a coffee in my room without having to pay for it especially for a 5* hotel. As well as this, we got told that we would have to pay extra to use the cushioned sunbeds by the pool. The rooftop terrace that you see in the pictures is an exclusive terrace with a pool, but you also have to pay to use that. In all I just felt that we were restricted with the hotel and that we were glad we only went for bed and breakfast. The breakfast was okay. Nothing special but also not dreadful. The main joys of this hotel have got to be the location and staff. The staff were all very friendly and helpful. We received a chocolate or cookie everyday when our room had been cleaned. (this is more what you expect from a 5* hotel) It's the little things that make the difference. I can't fault the location of this hotel at all. It has an incredible beach just over the road, 2 mini markets and a beach bar/restaurant. along the promenade is lots of bars and restaurant to chose from. Our favourite was Wakiki. Overall we had a fantastic time in Cala Ratjada and would definitely come back. (just maybe not to stay in this hotel unfortunately.) This is a German resort just in case that bothers anyone.

One of the best stays I’ve ever had. The hotel is great but the staff are AMAZING! From reception to Kitchen, from the cleaning ladies to the pool staff, everyone super friendly, always with a smile and happy to help. The care my daughter received when the staff was told she had food allergies, the chef prepared her favourite dish, got her vegan ice cream…. I mean, I was really impressed! To name a few: Sabrina, Javi, Christian, Chef Raul, Linda, Angeles, Fatou, Tere, Evelyn THANK YOU SO MUCH for this experience! I definitely recommend and will definitely come back!

This property was excellent in terms of location, rooms, and service. Adjacent to the beach the location was within walking distance of all the main bars and restaurants. Rooms were large and very comfortable. Sea view rooms offered panoramic views. Staff were friendly and attentive. The breakfast buffet offered many options and was well managed. For a short and comfortable stay you cannot go wrong with this hotel.