Azuline Hotel Galfi

Update: I’ve seen the hotel’s reply, but it’s factually wrong. Nobody told us the hotel was fully booked or that we’d be prioritised. That’s an outright lie. We raised our concerns with staff and got the same dismissive attitude we’d experienced since arriving. The manager, or whoever replied, hasn’t come to speak with us, even though we’ve been by the pool all day and walked past reception at least 4 times. After our towels were taken away, we were given dirty ones and told, “I think these were yours.” Another couple got clean towels and complimentary drinks. There’s a strange atmosphere here, and it seems to come from management. The bar staff work hard, but are short staffed. This hotel has real potential, but poor service and a snobby attitude from some staff let it down. The stylish, well-presented property has a boutique feel and a great location near Sant Antoni de Portmany. The design made a strong first impression, but the service didn’t match what I’d expect at this price. We arrived at 9am and were told to wait until 3pm for our room. Nobody tried to prioritise us, give updates, or suggest they might get us in sooner, despite knowing we’d been travelling since 0130hrs. The next day, staff told other people by the pool their rooms were ready. We weren’t offered the same courtesy. Breakfast was an extra €36, which felt excessive. Our welcome drinks weren’t offered until much later. Then a receptionist assumed we’d already had them and took them away. We’d spent all day at the pool, and staff seemed surprised when we said nobody had offered them. When we finally ordered, we were first told our drinks were included, then embarrassed in front of other guests when told they weren’t complimentary. We’d already paid the city tax that morning, but were told we hadn’t. At reception, in front of other guests, we had to prove it by showing our banking app. Later, after going to our room for about 30 minutes to have lunch, we came back downstairs and a receptionist rudely and aggressively accused us of leaving without paying for drinks. It was accusatory from the start and made for another uncomfortable encounter. While we were upstairs, our towels had been taken from our sunbeds, even though our belongings and dirty glasses were still there. That made little sense and felt inconsistent. Other costs seemed unreasonable too: €4 to change a pool towel, and minibar drinks at €4 when the same soft drinks were around 80 cents in a nearby shop. There was little communication or consistency between departments, and many staff seemed like they didn’t want to be there. That atmosphere carried into our stay. The property looks impressive, but repeated embarrassing interactions and poor hospitality made us feel like an inconvenience instead of valued guests. It was a very disappointing honeymoon, and I wouldn’t recommend this hotel at all.

The room problems made this a very difficult stay. There was a strong drain smell in the bathroom, so we had to keep its door shut. The air con leaked badly, the fan didn’t work, and its light kept switching itself on and off overnight. Power cuts left us with uncharged phones and a hot, stuffy room. We reported the leak and were told someone would look at it “later,” but nobody came. We asked to move rooms and were told the hotel was full, despite rooms appearing available on booking.com. Reception then hung up on us. We checked in to find no towels. After several trips to reception, we were given beach towels temporarily and got proper bath towels the next day, on our fourth attempt. One of our partners had arranged a bottle of Prosecco as a surprise, but it wasn’t in the room when we arrived. It took 3 days and several email and in-person follow-ups to get it. Only after we sent a formal complaint by email did anyone take the issues seriously. Even then, the hotel blamed us for the air con not being fixed because we’d put up a “Do Not Disturb” sign for a short time one afternoon. We eventually checked out early. They refunded one night, which we appreciated, but the stay fell short of what we expected. The hotel looks stylish, has a good location, and the staff seemed friendly at first. It has potential, but customer service needs a major overhaul.

We arrived late because our flight was delayed. The other four people in our group had checked in earlier and told staff we’d be coming later. Still, reception said our booking was for September. It turned out they’d taken my passport details incorrectly and tried to check me in as another guest with the same name. The receptionist handed me that person’s paperwork, including her phone number and email address. That seems like a serious GDPR breach. Even after we showed our booking confirmation and explained what had happened, the receptionist was very rude and wouldn’t listen or help. Eventually we got a room, but it had a single bed, although we’d booked as a couple. Reception again refused to help, so my partner had to sleep on the floor. At 3am, the rest of our group travelled back across the island to step in. Only then were we moved to the double room we’d paid for. We had to move all our belongings again at 6am. Nobody offered an apology, an explanation, or compensation. We complained again the next morning, but nothing was done. It was some of the worst customer service I’ve ever experienced. The rooms also have almost no soundproofing, so the constant slamming of doors made the hotel noisy all night.

The location is central, yet the place has a relaxed, stylish feel, like a little oasis in the middle of San Antonio. I couldn’t recommend it more and will definitely return. Everything was spotless, which added to the calm and comfort. The interior is gorgeous, modern but cozy, with thoughtful details and a distinctive feel. The breakfast buffet was fresh, beautifully presented, and had plenty of choice, so every morning felt like a treat. The staff made me feel welcome as soon as I arrived. Monika deserves a special mention for being warm, attentive, and making everything easy throughout my stay. She’s a real credit to the hotel.