Santa Ponsa Pins Hotel

I traveled alone and had a double room to myself on my first visit to this hotel. The room and bathroom were small but very clean, tidied daily with fresh towels each day. The breakfast buffet was amazing, with lots of fruit and plenty of choices. Staff were friendly and helpful, and the air conditioning, safe, and fridge were all free. The pool area was small but spotless. I can't fault the place, despite seeing that some people have had bad experiences. I'd book again and visit in the future.

We returned to find water from the air conditioning unit had leaked over the damaged wooden floor. I opened the door and went flying. I'm on crutches after a knee replacement, and the fall was bloody painful. We changed rooms, but the next one was just as bad: hardly any working sockets, a shower door hanging off, poor air conditioning, a broken phone, no kettle, and I couldn't see a single smoke alarm. It felt like an absolute death trap. The problems started at check-in. We were given keys to a room we hadn't booked, with two single beds instead of the double we'd paid for. They said nothing could be changed. The shower door then came off. On our way out, reception said we could swap rooms when we got back, which is what we did. This is supposed to be a four-star hotel. At best, I'd give it two. Avoid it.

We were surprised and impressed after reading some negative reviews. The hotel was generally clean, the staff were welcoming, and breakfast had a good range and quality. The pool area could be kept a little better, and some high-level dusting was needed. The only thing we really missed in the room or on the balcony was a drying rack. We'd definitely stay here again when we're back in Santa Ponsa.

We paid for a more expensive room with a double bed for two, but were given two singles. After asking to move, we got another room with two singles, and nobody tried to sort out the bed issue. A different receptionist said we could email the hotel about a discount for the inconvenience. We did, but never got a reply. Calling after we got home didn’t help either, they kept hanging up, so we couldn’t reach anyone. The hotel itself was okay, but the customer service was terrible. I wouldn’t recommend it.