Iberostar Grand Hotel Portals Nous

Stayed at iberostar grand portals nous on our honeymoon (we did note this on our booking - hey we only get one so we are going to try milk it!) It is a beautiful hotel and very modern, very well appointed and must only been recently built. The check in was promising enough. A beautiful glass of Moet and a decadent chocolate ball. A few formalities, payment of tourist tax etc. and then we asked to check in to our room. We splashed out on the ???fitness room??? for four nights at $580 per night - so not an insignificant purchase or set of guests. It is amazing: massive, large, comfy bed, sauna, stand alone bath and terrace. Again greeted by a beautiful welcome plate of strawberries, dried apricot and chocolate. Awesome. So here???s where we get a bit finicky. The hotel is five star and priced accordingly. I stay at a lot of high end hotels for work and have been lucky enough to stay at similar while holidaying. I have an idea of the details to appreciate. In fact the hotel trumpets that its butlers are trained at an exclusive British butler school. So the failings: As you may sense the hotel is aesthetically beautiful. They have an excellent gym (which we used), spa and pool. But the service and functionality is a major let down. To start, they asked if my partner or I were allergic to anything - she is, seriously, to dairy/ milk. A nice touch to ask but there was no follow through - the turn down treats were full of dairy. Ok for me as I got double the treats but there???s no point in asking if you don???t use that information. We decided on room service for dinner and a bottle of champagne to celebrate that evening. It was our first night together alone as a married couple so why not? It took just under two hours for both the food and bubbly to arrive. My partner was asleep when it did. And it only arrived after I called concierge after an hour to ask where it was. No apology and no follow up. We were asked if we would like a morning newspaper. Yes, lovely, The Times. Didn???t arrive two of the mornings we stayed. On two of the days the door sensors continued to play up - this is important because it connects to the power of the room. So we kept having the power go out in the room. Ask to have it fixed. Just open and close the door a couple of times I was told and call us back (had already tried that but tried again). Didn???t work. Called back and they sent someone up to fix it. Next day it played up again. No apology. Cleaning: I noticed this only by accident but we had two napkins in the room with cutlery that accompanied the welcome treats. The fruit had cocoa powder sprinkled across it so we bit wiped our hands on the napkins. They had chocolate marks as a consequence. Weren???t cleaned until third day. Out of curiosity I checked to see if the (beautiful) champagne stemware were cleaned after the first night when we had used them. On check out they were still dirty. Which brings me to the final gripe. The service is in that kind of brisk, up market sense. Not particularly warm but that???s fine as long as you get the details right, that???s the trade off. For example my partner and I took the opportunity to explore the island a bit so we weren???t dressed up - the staff certainly made us feel like we weren???t guests on each day we returned; again I???m fine with snobbery - if you get the details right. Here they are yet to find that balance, which is a real shame. We stayed at Iberostar Coral Beach in Marbella the week before (for two nights) and they (and the service) were amazing - so the hotel chain is able to do it. The fact we were repeat customers in a short time frame probably even leaves a more sour taste. As a postscript the cleaning staff and lads to help with the cars and baggage were lovely. We mentioned the issue with the room service again on check out and were offered a $38eud refund. We declined as that wasn???t the point of the feedback and all a bit too little too late. We loved Mallorca but I can???t say we particularly loved Grand Portals Nous. A bit of work though and they might be able to be the five star hotel they aspire to.

Superb break, Juan met us from our car and looked after us every step of the way. Rooms contemporary but perfect, this hotel is not just for the youngsters , we are 55+ it???s a mixed age group with excellent service and an eye for the finer detail. Great location, great breakfast. We have been to a large majority of Hotels in this area and there is nowhere better.