Secrets Mallorca Villamil

To whom it may concern: I hope this message finds you well. I am writing to file a formal complaint regarding my recent stay at Secrets Villamil Resort in Spain, which has left me deeply dissatisfied with the overall experience. As a loyal customer and frequent visitor to Secrets hotels worldwide, my recent stay fell significantly short of the high standards I have come to expect from your brand. 1. **Misleading Room Advertisement**: The rooms at Secrets Villamil Resort, as depicted on your website and promotional materials, do not accurately reflect the actual accommodations. The rooms I was assigned were outdated, with furniture dating back to the 1970s, which is a stark contrast to the modern and luxurious image presented on your platform. 2. **Preferred Status Disappointment**: Despite the Preferred status, the perks associated with the program were lacking. The "Preferred" breakfast section, for instance, was nothing more than a separate area with labeled items. However, guests still had to stand in line and serve themselves, which did not align with the expected benefits of the program. 3. **Obstructed Views**: My master oceanfront terrace had a disappointing view due to large branches obstructing the scenery. I had paid extra for an oceanfront view, only to find it obstructed by natural elements. 4. **Dissatisfactory Dining Experience**: The Asian restaurant was a letdown, resembling a dungeon with no ambiance. Moreover, the restriction of not being able to order and dine on the terrace, despite available space, was frustrating and limited dining options. 5. **Room Conditions**: My initial master suite oceanfront room had a musky odor, outdated furniture, and high humidity. The shower's narrow design and slippery floor posed safety concerns. 6. **Ineffective Air Conditioning**: After switching rooms, the air conditioning failed to cool below 23°C, despite external temperatures in the 90s. The lack of fans in the room aggravated the discomfort. 7. **Unpleasant Interaction with Staff**: While accessing the premier lounge, my attempt to take bottled water to my room was met with an unpleasant encounter with a staff member who insisted the water could only be consumed in the lounge. This was contrary to my understanding of the all-inclusive and Preferred status. 8. **Lack of Resolution**: I have reached out to both Hyatt and Secrets Villamil directly, but almost three weeks since my departure, there has been no satisfactory resolution to my concerns. Hyatt's response of escalating the matter multiple times without further action is disheartening. 9. **Ownership of Complaint**: It is disconcerting that, despite booking directly through the Hyatt app and being a loyal member, I have not been credited for my stay, impacting my loyalty program points. My intention in sharing this detailed feedback is not to disparage your establishment but to highlight areas that require immediate attention for improvement. As a dedicated patron of the Secrets brand, I believe in its potential to deliver five-star experiences consistently. I kindly request a prompt and thorough investigation into these issues and a resolution that aligns with the standards of excellence that Secrets Villamil Resort and Hyatt are known for. I trust that my concerns will be taken seriously, and I look forward to hearing from you regarding the steps that will be taken to address these matters. I’m sure I’ll receive the same automated response as the recent reviews, it clearly reflects the lack of concern.

I’m sure when the hotel was first built the area would have been a pretty place to visit but not now. Villamil is as faded and down trodden as its surroundings. This should be downgraded to a 3 star hotel. The room was tired but clean and as we were only sleeping there it made no sense to make a fuss. It was not possible to either change the temperature or the fan speed of the air con. We reported the issue but never got any feedback. The pool and sunbed area is too small and too few to support the amount of guests. So frustrating that people leave their towels all day on a bed never to return. The tiles by the pool are cracked and dangerous. Pool and restaurant staff clearly under pressure. Whilst the reception staff act with a superior bored indifference to the guests which became evident when raising a problem. After eating the most appalling meal in the Gohan restaurant one evening we made a complaint directly afterwards to reception. We had to sit inside in a room with no windows , we asked to be seated outside on the pretty terrace overlooking the bay. We were told we couldn’t sit outside as it was for a different restaurant . He then proceeded to take menus outside to other diners on the terrace. When we complained to the reception we said we’d pay for the wine but not prepared to pay for the food. We were told that a guest experience manager would be available the next day to speak to. The next day after much debate at reception a very young member of staff came out to take down our complaint. She assured us that she would speak to her manager and sort it out - nothing. We paid 30 euros a day for secure parking. One morning after we had gone out and were parking elsewhere I noticed the bumper was scuffed with white paint. Whilst we cannot prove it , it most certainly happened at the hotel but surprise surprise there was no CCTV. Reception said it hadn’t been parked at the hotel but another overflow facility. I went to look and they’d left the car unlocked!! I then went in search of the underground hotel car park unchallenged and found that the walls were painted white……. The night before leaving we went to the front desk to discuss the bill. Remember they have a 1000 euros on your card so all they do is fob you off as once you’ve left the premises it doesn’t matter to them. We said we wanted the food taken off the bill and needed to negotiate the parking. What followed was a heated argument ( the young parking boy felt at liberty to join in ) I couldn’t believe that we were being treated in this manner . They refused to take the food off but conceded that they would half the parking fee. We insisted on speaking to management but no one was available until the next morning . I was promised that someone would be available to speak to the next day at 7.30 am. Needless to say no one was available and as we were on a time restriction we had to leave feeling stressed and upset . I have never experience such appalling service - I will send my review to Javier Aguila who is the CEO of Hyatt Europe. I strongly advise him to go spend a few days undercover to experience for himself this sub standard hotel. Any plus points ….. reasonable hairdryer and some English channels. Guest experience please don’t bother to respond.