Leonardo Royal Hotel Mallorca

Unfortunately, our stay at Leonardo Royal Mallorca was extremely disappointing. We travelled as two adults with two children and, based on the hotel being advertised as a 4-star, we expected a much better experience.

When we arrived, we discovered that our room was in a separate block rather than the main building. We asked whether we could pay to upgrade and were told there was no availability. However, a few days later we discovered that another family had asked the same question and had been upgraded to a room in the main building, which was very frustrating.

The staff were, in general, not particularly friendly or helpful. In particular, Francisco at the main pool bar was extremely miserable and rude towards us, including when dealing with our young son. It really put a dampener on the holiday.

We also had an issue with housekeeping. On our first day, we arrived around 2pm and the cleaner asked if we wanted the room cleaned. As we’d only just arrived, I said no, as there was no need for it that day. The following day, when we did need the room cleaned, it wasn’t done. I politely asked for it to be cleaned and was met with a very rude response from a member of staff who repeatedly told me that “no means no” because there had been a ‘no’ sign by our room number. I explained that we’d only declined cleaning the previous day because we’d just arrived, but she became very argumentative and was effectively shouting at me. Reception eventually intervened, apologised and arranged for the room to be cleaned. Even then, we were left with only three bath towels despite there being four people in the room.

The food was another major disappointment. We found it very average, with limited choice and, in our opinion, quite bland. We certainly didn’t feel the food was to the standard we’d expect from a 4-star all-inclusive hotel.

The lifts were also a real problem. We got stuck in the lift three times during our stay, which was particularly stressful when travelling with children and a pram. The button for floor 0, which was the floor we needed to access the pool, wasn’t working either, meaning I was having to struggle with the pram.

Another thing that really surprised us was the number of drinks and ice creams that weren’t included in the all-inclusive package. We’ve stayed in many all-inclusive hotels and have never experienced quite so many additional charges, with some drinks and ice creams costing around €4–€6 each. Thankfully we were only paying for two children, otherwise these costs could have quickly added up.

The final experience summed up the attitude we encountered throughout the stay. While waiting in reception to leave for the airport, our boys were thirsty. There was ice water available for guests to help themselves to, so I asked whether we could have a couple of bottles of water, similar to the small bottles that had been provided in our fridge on arrival. I was simply told, very bluntly, to “go to the shop”. Unfortunately, it was Sunday and the shop was closed. I ended up having to go to the bar to get glasses of water, which wasn’t particularly useful as we couldn’t take them with us in the taxi to the airport.

One other thing worth knowing if you’re considering booking: check-out is at 10:30am, and the hotel does not offer courtesy rooms. Our flight was later in the day, so we had a long wait after checking out. Luggage can be stored in the luggage room, but with children, the lack of a courtesy room was disappointing for a hotel marketed as 4-star.

The one positive for us was the view, which was lovely. Unfortunately, that wasn’t enough to make up for everything else.

Overall, I would personally rate this hotel 2 stars at best, rather than the 4 stars advertised. The unfriendly and unhelpful attitude of some staff was probably the biggest disappointment, as good customer service can make such a difference to a holiday.

We went away hoping for a relaxing family holiday and unfortunately came home feeling very disappointed. Based on our experience, we wouldn’t return and wouldn’t recommend this hotel to other families.

We had a great holiday here in August. The hotel was very clean and everyone who worked were amazing. Santiago in the restaurant was very friendly and could not do enough for everyone. We would certainly return

What happened to not being able to reserve beds 8.05 not a bed (and only one person) to be seen if you're going to have rules management need to implement these