Hotel Faustino Gran - Relais & Chateaux

Our stay was brief, but the hotel team made us feel well looked after, and we’re very grateful. We kept changing rooms because we couldn’t settle on one, yet everyone responded with what seemed like genuine understanding. We haven’t experienced that kind of patience and calm even at the best chain hotels.

The only real bright spots were Mita, the General Manager, and Juan. Mita heard us out at breakfast the next morning and tried to explain and sort out the problems, including the ridiculous lack of AC. The following night, Juan was the one person who gave us actual 5-star service. He showed us around, pointed out the pools, brought wine glasses, and made us feel welcome. Everything else felt disorganized and dismissive, with service that didn’t come close to luxury hospitality. We paid $1,550 for two nights, and it was the worst “luxury” stay I’ve had. I stay at 5-star places around the world, often for less and with much higher standards. This hotel is a poor excuse for a 5-star Relais & Châteaux property, with dated, unsafe rooms and no value for the price. Never again. Getting there was a pain from the start. You can’t be dropped at the entrance because the roads close, so you have to haul your bags over cobblestones for 5-6 minutes, longer if you’re carrying a lot or aren’t in great shape. Check-in took 20 minutes, and we got no welcome, map, Wi-Fi details, or basic information about breakfast, the spa, bar, or restaurant, even though we said we were starving. When we came back to ask, we were told, “you didn’t let me tell you these things.” A confused bell boy then took us to a different building down the street. The room was tiny in design and dated, with broken shower tiles, no air conditioning in heat above 30°C, no drawers, poor closet space, and no door lock. I had to wedge a chair against the door for safety, like at a budget roadside motel. At over $750 a night, that was beyond unacceptable. The body wash smelled of dirt and manure. I wouldn’t use it on my car, let alone my skin. We were told the restaurant stayed open until 11:45, rushed over, then found out the kitchen was closed. The only choice was a sad room service menu, so we passed. A minute’s walk beyond the property, we found lively, friendly restaurants with much better food and service.

The staff were quick to reply whenever I messaged on WhatsApp, which made it really convenient to ask for anything we needed. They were also kind and thoughtful when a family emergency came up during our stay. We’d already checked out, but they arranged another room where we could rest until we were able to fly off the island as soon as possible. We loved spending time at the spa each day, and breakfast was just right. The à la carte menu let us order as much as we wanted, freshly cooked. The room was gorgeous, with a balcony, a huge bathroom, a wonderful bathtub, double sinks, and a big shower. Getting settled was easy. Beforehand, they sent a WhatsApp explaining where to park, then met us at the car to help with our bags. We were welcomed with Cava and shown around our room. The hotel is in a convenient spot in central Ciutadella, and we had a lovely stay at Faustino Gran Relais & Chateaux. I’d highly recommend it.

The rooms were lovely and clean, and Faustino Gran is right where you want to be for exploring Menorca. The hotel itself is gorgeous, and the staff were so helpful. I can’t recommend it enough. Hope I get to come back!