Casa Maria

I've been here about five times because it's good value, the staff are friendly, and James at the pool always makes sure we're having a good time. It's also handy for the strip, shops and restaurants. But after my September stay, I realised at the airport that I'd left my watch in the room. Friends we'd made nearby offered to pick it up and bring it home, but Casa Maria said they didn't have it. I know exactly where I left it, so I'm really disappointed with how this ended. I won't be back. If you stay, keep your valuables somewhere safe and away from the maids.

The rooftop made our stay, with its pool, bar and lovely view across San Antonio. Jaymes, the bartender, was great company and always happy to chat. Our room was spacious and simple, with everything we needed. It's right by the lively West End, but the street itself was still peaceful, with a beautiful scenic church at the end. Everyone on staff was friendly and helpful, and after we got home they even messaged to say we'd left a pair of glasses behind. Casa Maria felt just right for Ibiza, with everything close by. We'll be back next year.

James at the bar was incredible, with great energy, and made us feel welcome. A young woman on staff was kind and pleasant too, and the night security man was patient, friendly, and looked out for the younger guests. The rest of our experience was awful. Most staff treated customers like dirt, ignored polite questions about rooms, and talked to us as if we couldn't understand. Carolina at reception shouted at my friends and was very difficult. When we accidentally got a little makeup and Pepsi on towels, they charged us €140, threatened to call the police and break down our door if we didn't pay. We were cooperating and willing to pay, so that was way over the top. The safe was still not sorted three days into our stay, and staff had to open it for us. Don't buy one. Several receptionists knew the code, even though it's supposed to be our safe with only us knowing the code. It felt extremely dodgy. My friend also had an expensive towel stolen. As we left our room, we saw a maid handling a designer bag that looked like Gucci or YSL, outside our room. Why was a cleaner touching people's things? The manager was the worst “professional” I've dealt with. We were out enjoying our holiday and didn't get a chance to discuss the mess, then she threatened us and acted aggressively and violently when we spoke outside our room. Carolina and the manager with glasses and long brown hair laughed among themselves and spoke Spanish while dealing with customers. They showed no understanding. Another guest's young son had food poisoning and accidentally vomited on the edge of a sheet, and they still tried to charge her. Nobody staying with me has ever been treated this way elsewhere, and no other hotel cares about small spills on towels like this. It's absolutely disgusting. They need to rethink how they treat people. Most of the staff should get help because they can't handle this job.

The balcony had a great view, and from the rooftop pool the sea views were amazing. James at the bar was the best, always doing what he could to make guests happy. When our toilet wouldn't flush the toilet paper, the friendly, helpful receptionists offered us another room straight away.