Aubamar Suites & Spa

Absolutely the WORST HOTEL MANAGEMENT AND ORGANISATION I have ever experienced. The lack of communication, empathy, problem-solving, and customer focus is simply unbelievable. Upon arrival, after finally managing to find the hotel’s confusing entrance, we were greeted by a security guard who asked for our reservation details before directing us to reception. Instead of receiving a warm welcome, it felt more like checking into a prison. At reception, I asked why nobody had followed up on their previous room upgrade offer, despite my having replied. I was then informed that our Junior Suite could not accommodate our family of four (2 adults and 2 children, aged 8 and 3). That was my mistake, and I accept responsibility for it. However, what followed was completely unacceptable. The staff insisted that we book a second room because of our 3-year old son, even though we explained that he would sleep in the same bed with us and that we were happy to pay any additional occupancy fee. There was absolutely no flexibility, no attempt to find a reasonable solution, and not even a manager came to speak with us in person. After more than an hour at check-in, with two exhausted young children after a full day of traveling, we were finally offered a separate Deluxe Room for one adult for €1,990. Out of curiosity, I checked the hotel’s own website while standing at reception and found the exact same room advertised for around €1,630. As a result, I ended up paying for two rooms while using only one. Once we finally reached our room, I had to call reception three times before someone brought us a mattress topper to join the two single beds together. The hotel itself is clean, and the rooms are nice. Unfortunately, the complete incompetence of the management completely overshadowed those positives and ruined the start of our vacation. I cannot recommend this hotel. Better customer service, communication, and a willingness to find practical solutions would have made all the difference.

A 5-star hotel where staff tell my wife — an oncology patient — the water "isn't safe." Management's explanation: she was just trying to sell us water. The upselling started the moment we stepped in: an upgrade to a larger room. What came after went much further. At dinner, staff refused us tap water: "it's not safe and you shouldn't have drunk it." The same water they use for your coffee, your ice, your food. My wife's health is fragile — we were genuinely worried, and we complained in writing. The Guest Experience Manager confirmed in writing that the water is perfectly potable and that staff gave "contradictory information." In our meeting she went further — explaining, as if it were a justification, that the waitress said it because she wanted to sell us water. A €6 bottle, 500ml. Think about that: a fake health warning, told to a cancer patient, justified as a sales technique. Two days earlier, the same waitress had seen my wife's medication bottle at dinner and removed every glass from our table, preventing her from using a glass for her medication — in front of the whole restaurant. Under Spanish law (Article 18.3 of Law 7/2022), free non-bottled drinking water is mandatory in every bar and restaurant in Spain — this hotel's included. Ask for it. Watch what happens. The compensation offered for all this? A salad or a snack. Or a bottle of wine. Then, mid-complaint-meeting, they tried to sell us a catamaran excursion. We asked in writing for three things: an official communication to guests confirming that tap water is available on request at every facility — pool bar, rooftop bar, restaurants — so people can stop sneaking into the gym for a cup from the dispenser; a notice on their website; and fair compensation for what was supposed to be a relaxing holiday for my wife and me. They never replied. We're pursuing the matter with the Balearic consumer authorities.

Unfortunately, this hotel is below any standard. The reservations department refused to allow a 2-year-old child to stay and informed us that the child would not be allowed in the room because "he wasn't included in the reservation," despite our willingness to pay extra for him. The hotel also refused to refund the stay and refused to allow a small child to stay. This is the first time this has happened to us. The reservations department is completely unwilling to resolve the issue, unwilling or unable to communicate by phone. I strongly advise against this place.

We felt welcome from the moment we made our reservation until the day we returned home. Although our booking was originally non-refundable and could not be modified, we were met with great flexibility, professional service, and the opportunity to upgrade our room at a very reasonable price without any change fees. When we arrived late in the evening, a bottle of sparkling wine and food were waiting for us in our room, which made for a wonderful start to our stay. Throughout our holiday, it was easy to get assistance, both from the staff in person and via WhatsApp. Our room, with its private terrace, hot tub, and beautiful views, made the stay even more special. The pool area was also fantastic, with comfortable sunbeds, plenty of fresh towels available, and always enough space for everyone. We stayed on a half-board basis, and the food was one of the highlights of our holiday. The breakfast was always fresh, varied, and of excellent quality. Dinner was an exceptional experience. The à la carte menu was of impressively high quality, both in terms of taste and presentation. Every dish was beautifully presented and prepared with great attention to detail. Even after 18 days, we never felt the need to dine elsewhere. Before arriving, we had read reviews mentioning noise from the surrounding party area and were a little concerned. However, we experienced no disturbance at all, whether in the hotel grounds, our room, or on our terrace. To be completely honest, we did experience a few minor issues on some days with housekeeping and the replenishment of towels and amenities. We would also like to mention that the sofa bed, which is offered as a permanent sleeping solution in the room, was not particularly comfortable for extended use. This did affect our overall rating slightly. Nevertheless, these were minor issues compared to the otherwise outstanding standard of the hotel. What truly makes this hotel special is its staff. A special thank you to Artemii and Eleonora for their fantastic assistance and follow-up, Rafik for always being attentive, welcoming, and helpful, Peter and Easy for the great drinks and enjoyable conversations at the bar, and Leidy for her contagious smile and positive attitude. Thank you all for an amazing stay!⭐️⭐️⭐️⭐️⭐️

We paid a considerable amount of money for this hotel. Three days before the end of the holiday we were prohibited from using 50% of the hotel facilities including the children's pool because the hotel received a better offer of housing the womens football national team. Zero communication, just locked out the facilities we had paid to use. Including the restaurant. Upon complaining, we were offered alcohol, despite seeing my wife was pregnant, and told instead of using the children's swimming pool our son could go to the supervised indoor kids club. We were also told the buffet restaurant was a suitable alternative to the 3 course restaurant. After raising it further with the guest experience team, they just chose to ignore despite promising they would get back to us eventually telling us there was nothing they could do. Treated us appallingly. Upon complaining to the travel company afterwards they told us the hotel didn't take any responsibility. The travel company refunded us 250 euros for the inconvenience. For a 5 star hotel that obviously treats its guests so poorly without any accountability i'd avoid. They may just decide you cant use parts of the hotel you've paid for as and when they like