secretsvillamil.comReviews of secretsvillamil.com

I’ll start with the good points of which there are many at this hotel, but unfortunately so many bad ones too. This is not a 5* hotel but still nice and more like a 3.5* We were greeted by a lovely young guy on reception who was really friendly and gave us lots of good information. We had upgraded to Preferred Club and our room was spacious with a good size bathroom and lovely balcony overlooking the sea. The next morning we had a great breakfast with plenty of choice, and throughout our stay, all the breakfast staff were lovely. The one big plus about this hotel is that it never seems crowded. There were plenty of sunbeds around the pool and you never had to queue for anything. It was also very clean with lovely gardens. I must do a shout out for the chambermaids who all stopped to say good morning every day and delivered extra coffee pods and water with a smile. Now the not so good points. Preferred Club is a waste of money. They have put some fake grass on the flat roof of one of the restaurants that is meant only for preferred guests, although no one checks. This grassy roof is on the other side of the property, a long way from the pool, no toilets and there is no service, so not sure why that would be considered a perk? You also get access to a preferred club lounge that supposedly has a good choice of snacks and drinks for you to enjoy at anytime. This really needs improving. The same 3 choices of sandwiches were put out each day on a cold plate. The ice on the cold plate seeps into the paper packet and so the sandwiches are all wet at the bottom. Yuk! There are also a few stale donuts and some kitkats. The coffee machine was also out of action most days as no one refilled it ever and we were drinking cokes out of champagne glasses as there were never any clean drinking glasses. There were a lot of complaints from other customers about the lounge and the fact that the staff hid the spirits in the evening as supposedly they were getting used??? I have to agree with a previous reviewer about one particular manager on reception that is very rude and unfriendly and the staff around him the same. I took a bottle of water from the lounge (it’s free isn’t it for Preferred Club guests?) and he took me to task over this saying I wasn’t allowed to take water from there and had to go 5 flights up to my room and take a bottle from my mini bar (that is also free, but never restocked the whole of our stay, apart from water) The woman next to him then joined in saying they don’t have time to check everyone leaving the lounge and I was not to do it. It was aggressive and badly managed. After that we bought water from the local supermarket and eat in the local restaurants. I also got interrogated as to why I wanted extra beach towels. Both mornings I was questioned about this and asked why we wanted 4 towels when there was only 2 of us and not sure if they had that many! How ridiculous. If you want towels before 10am you have to ask at reception and if the grumpy manager is on, then beware. We waited until the pool guys arrived after those days and they both handed us as many towels as we wanted and with a smile. Secrets Lanzarote is a whole class above this hotel, that is the only reason we booked as had visited there last year. Secrets Mallorca really needs some manager retraining on customer service and an improvement in Preferred Club facilities. I won’t be coming back to anymore Secrets Hotels now.

This was suppose to be a five star resort and I truly do not understand how. We paid for half board but had to buy water the entire trip, something that should be free in a hot resort. It didn’t taste any different from the tap water and then we watched the maid fill the bottle from the bathroom tap! With the odd exception, everything was too much trouble for the staff. You were treated as though you were an inconvenience. We were checked out a day early and so locked out of our suite. When I went to reception instead of an apology the girl was blunt and quite rude. At that stage you should be being very apologetic that that had happened not abrupt with guests and most certainly should apologise that that happened. We payed for the preferred suite and service. When we arrived at the restaurant we gave our room number to the maitre d who insisted that we could not possibly be preferred club even though there is a plaque outside our door. We were insistent but then the waiter also questioned us, it was humiliating as no one else was being questioned. This happened again and at that point I reported it. The difference was waiter service at the table instead of self serve and a different menu instead of just the buffet. Apparently it had been reported by other people in the past and we did notice one other couple get treated that way yet the maitre d was falling over older couples as though they were royalty. We were questioned again when we ordered drinks to be brought to the bali beds/cabanas. The buffet choices for dinner were the same each night with the odd difference which was pretty dull and many guests went elsewhere even though they had paid for the hotel food. We asked for a suite with twin beds but we’re put on one with one bed, thankfully big enough as were are friends, not together as partners. We noticed that the twin room suites had been given to other guests. The facilities in the room were minimal for tea/coffee so you had to ask for more no doubt at a cost. To top it off the early flight breakfast was just a pastry and a coffee/tea which is appalling as you have paid for a full breakfast comprising full English, continental, fresh fruit, fruit juices, etc. The hotel is on the beach so it’s location is beautiful and that and the odd staff member that was polite were its only good points.