Zoetry Mallorca Wellness & Spa

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1305 reviews

• 

  Zero for the service.

  I stayed here for four nights for my best friend’s wedding, and unfortunately what should have been a wonderful stay was overshadowed by what was genuinely some of the worst service I have ever experienced in a hotel, particularly one presenting itself as a five-star property. The problems started immediately upon arrival. We had paid for a suite, only to be told that our suite had mistakenly been given to another guest. Mistakes happen, but what was completely unacceptable was the way this was handled. Rather than apologising and making any real effort to find a solution or provide us with the room we had actually paid for, staff tried to convince us to simply accept another room that was roughly half the size and very clearly not a suite. We were told that this room was “closer to reception” and apparently “a much nicer room”, despite the fact that they hadn't even shown us the room and allowed us to make that decision for ourselves. The attitude seemed to be that we should be grateful for whatever room they decided to give us, rather than that they had made a booking error and should be trying to rectify it. And unfortunately, this wasn't an isolated incident. On another occasion, I sat down in an empty chair in the hotel courtyard while trying to make a dinner reservation. I am five months pregnant, was starving, and simply needed somewhere to sit for a few minutes. A waitress came over and, rather than politely explaining that the seat was reserved or asking me to move, shouted at me and physically took the chair away from me. I genuinely could not believe what had just happened. There were countless ways this could have been handled politely. Instead, the immediate response was aggression and complete disregard for a paying guest, a visibly pregnant guest, no less. This was the consistent theme throughout our four-night stay. Small requests were met with rudeness, dismissiveness and an attitude that made you feel as though you were an inconvenience for asking for anything at all. There was very little warmth or genuine hospitality, and on numerous occasions we felt as though staff were looking down on us rather than trying to help us. What makes this particularly disappointing is that we were staying here for an incredibly special occasion. We had travelled to Mallorca for my best friend's wedding and expected a five-star experience to match the setting and the price of the hotel. Instead, the behaviour of the staff repeatedly left us feeling uncomfortable and unwelcome. A beautiful property, impressive surroundings and a five-star rating mean very little if the people providing the service have no interest in actually showing hospitality. This was genuinely some of the worst hotel service I have ever experienced. The difference between the five-star image this hotel portrays and the way guests are actually treated is astonishing. I would not stay here again, and I would definitely not recommend it to anyone expecting a genuine five-star level of service, especially for a special occasion.

  Sep 07, 2026
• 

  Beautiful property.

  We had a fantastic stay. This hotel is beautiful! The property is sooo lovely and romantic. We had the most amazing stay wished we didn’t have to leave. Outstanding service at breakfast and by the pool. 0 complaints.

  Aug 27, 2026
• 

  A very Spanish experience

  We loved our stay and will return. The hotel is isolated but with a hire car this isn't a problem. It's nice for the peace. I was worried about the type of hotel with my young children but they were very welcome. The food was nice and the staff find. Nancy was amazing and a true hostess rather that just a server. She really elevated the dining experience.

  Aug 18, 2026
• 

  Beautiful property completely let down by chaotic service and defensive management

  This is a stunning hotel with a fantastic spa and high-quality food. However, the premium "Endless Privileges" package was far from endless, and the service throughout our stay was incredibly poor, not in keeping with its 5 star rating. I completely agree with the other reviewers who noted similar poor experiences. Our stay started with a chaotic check-in where we were left waiting while guests who arrived after us were served first. We were then told our package perks didn't start until 3:00 PM, forcing us to pay extra for lunch on arrival—even though we would be missing lunch on our departure day. Unfortunately, it was incredibly difficult to actually enjoy the package benefits. Food and drink orders consistently went missing. When chased, staff acknowledged the issue but never followed up. On our final day, a simple Spaghetti Bolognese arrived two hours after ordering. For a luxury resort, the dining service was a constant battle; we even had to argue to get basic ice cream for the kids after 5:00 PM. Furthermore, we were never informed by staff about the complimentary perks included in our rate, such as the free massage or the laundry service and our minibar was not consistently replenished. We raised these issues continuously from day one to give management a chance to rectify them, but not a single meal went smoothly. The hotel appears severely understaffed, with one central kitchen struggling to service multiple restaurants and room service. Meal times became a source of anxiety rather than relaxation, which is incredibly stressful when travelling with young children. To make matters worse, a member of our party emailed detailed feedback afterwards, as specifically requested by the hotel. Rather than taking accountability, the hotel’s response was dismissive and defensive, leaving us wondering why they bother asking for guest feedback at all.

  Aug 16, 2026
• 

  Beautiful property, shocking experience

  As a senior TripAdvisor contributor, I don’t write negative reviews lightly. Unfortunately, our experience at Zoëtry Mallorca was exceptionally disappointing. The property itself is beautiful and has enormous potential, but the reality fell a long way short of the five-star luxury experience promised by Zoëtry and Hyatt. We encountered a catalogue of problems during our stay, and what was particularly disappointing was the way our concerns were handled. For a hotel marketed around personalised service, attention to detail and “Endless Privileges”, the lack of basic care and consistency was extraordinary. We chose Zoëtry because we expected something genuinely special. Instead, we left feeling that the beautiful setting and impressive marketing were doing considerably more work than the actual guest experience. Beautiful place, but absolutely not the five-star experience we were promised.

  Aug 16, 2026