Hilton Mallorca Galatzo

"Just back from a week at the Hilton, if you want a peaceful location for a couple this is ideal. Hidden in the hills and only 20 minutes from the town. It is an easy walk down the hill but time your return as it’s up hill and hot, there is a couple of benches for a pit stop so keep a bottle of water handy. If your not keen on the walk the hotel do a courtesy bus which we used as well. Be aware the hotel can get busy as they hold business meetings now and again. When we checked in at 12pm there was no towels in our room which i found disappointing as we had travelled most of the day! This problem was soon resolved by Victoria (the general manager) she also compensated us with free drinks. We stayed in a deluxe room which had an outside area but no view. unfortunately the safe in the room would not open with our belongings in!!! The hotel staff managed to retrieve our things but couldn’t repair it…. Thanks to Victoria she gave us an upgraded room with a sea view, this was lovely. We stayed on a half board basis but would have to say due to a large conference being held we felt their food was more of a priority than ours! But yet again we told Victoria about our concerns and she rectified this by giving us an a la carte meal in the Alma bar which i have to say was exceptional!! We would certainly return for another holiday at this hotel as the staff were so nice and Victoria is an asset to the company. Thank you for making our stay memorable. See you soon. Lynn Zegveldt"

"The hotel is managed excellently, the staff is always and everywhere friendly. The staff at the reception is very concerned that the guest is satisfied. Victoria is particularly noteworthy; she constantly ensured that our stay remained unforgettable. Nataly and Juan also remain in our positive memory; they were always there with help and advice, very good team. There is only positive news to report, for example there was an upgrade to a bungalow suite. The breakfast is very good with a beautiful view. We have already been to the hotel three times and will come again."

"We were at the Hilton Mallorca Galatzo from September 24 to 28 and unfortunately had numerous problems that, from our perspective, are not acceptable for a 5-star hotel. 1. Room and television Upon our arrival, the room was understandably not yet ready. When we returned in the afternoon, however, we discovered that not a single channel was set up on the television. Since there was a soccer game on that evening, we reported it immediately to the front desk. Despite several announcements, technicians were in the room a total of three times without solving the problem. It was not until the next day that someone was supposed to come again. Instead of an uncomplicated solution, we were finally offered a paid upgrade for €35 per day – with the justification that the regular upgrade normally costs €57. For us, it was completely incomprehensible that we were expected to pay extra to get a room with a working television. It was not until Friday evening that Pau from the front desk organized a different room and took care of having our luggage moved with great dedication. He was friendly, solution-oriented, and professional – exactly as we expect from a 5-star hotel. 2. Half-board – completely disorganized first evening There were also significant problems at dinner on the first evening. Upon arrival, we were informed that dinner would take place where breakfast is served in the morning, specifically between 7:30 PM and 9:30 PM. When we arrived there around 7:30 PM, however, the restaurant was dark and closed. After inquiring at the reception, they frantically looked for a solution. Finally, we were sent to the terrace and received a small à la carte menu. Apparently, the hotel only had about ten half-board guests that evening and was therefore not prepared for a regular dinner. The waiting time was particularly disappointing: We had to wait over an hour just for the appetizer. On the following two evenings, dinner then worked without any problems. 3. Billing at departure – serious error Upon arrival, a security deposit of €1,137 was reserved on my credit card. At departure, I wanted to settle my bill and specifically asked if there was anything else to pay. Initially, I was told that I did not have to pay anything else. However, since I had consumed drinks at the pool and with dinner, I asked again. An amount of over €1,000 actually appeared on the bill. Only after I pointed out that the stay had already been paid for through the tour operator was the matter clarified again with management. It turned out that it had indeed already been paid and only €152 was outstanding. Without my additional check, it could have led to a significant double charge on my credit card. For a hotel of this category, such an error is, in my view, incomprehensible. Conclusion We certainly experienced dedicated and very friendly staff during our stay – especially Pau, who handled our room issue very professionally at the end. However, the sum of the incidents conveys a different impression: The hotel seems poorly managed organizationally, and the management does not appear to have sufficient control over the processes. Multiple times, we had to follow up ourselves, uncover errors, and demand solutions. A 5-star hotel should, above all, impress with reliable processes, professional communication, and a confident approach to handling problems. Unfortunately, the Hilton Mallorca Galatzo clearly did not meet this expectation during our stay."