Resort hotel

Compensation Clinic: No Air Conditioning @ Castillo Hotel Son Vida, a Luxury Collection Resort

This week’s compensation clinic case stems from a stay I had last June at the Castillo Hotel Son Vida, a luxury resort in Majorca, Spain.

Photo: Marriott Bonvoy

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You can access the Castillo Hotel Son Vida here.

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What happened?

Last June I booked 5 nights at the Castillo Hotel Son Vida, a luxury resort in Majorca. The main reasons for choosing this property, in the posh suburbs of Palma, were their advertising for their newly renovated rooms and their adult-only policy. The room was booked on points just before the dynamic pricing went into effect, so we were able to lock in a nice rate of 30,000 points per night, with the 5th night free.

Our first problem arose just before we arrived at the property. As Bonvoy Platinum members, a week before our arrival date, our room was presented to the Bonvoy app to be upgraded from their classic room to a deluxe room. While we waited for our MAD-PMI flight (which was heavily delayed), our room type changed back to a regular room. Thinking it might be a problem on the app, I decided to ignore it for now.

We ended up arriving at the property around 11pm after about a 3 hour flight delay. Upon arrival, the front desk agent confirmed that indeed we had not been upgraded and that there were no upgrade options available for our stay. He was unable to explain why the app showed us an upgrade until a few hours ago. We were tired after a day of traveling and decided to give it a pass and go to our room and sleep.

When we got to our room, it was pretty clear that it wasn’t a ‘renovated’ room: it looked nothing like the website photos. It was also an odd layout: the bedroom had two bathrooms, one regular and one accessible. It didn’t take long for us to realize that the air conditioning was not working. The room thermostat marked 26.5 C and did not move from there. This temperature added to the very high humidity made it almost unbearable inside the room.

We immediately called the front desk and were informed that there were no maintenance technicians available at the time and the hotel was full for that night so a room change was not Not possible. The best they could offer was to bring us a fan in the room. The fan was so full of dust when it arrived in the room it was disgusting!

At this time we were very upset with how our stay was going so decided to check out other hotel options in the area, just to find the island was fully booked for this weekend. It was a public holiday in Germany and all the hotels nearby were fully booked.

The next morning was no better: nearly 30 minutes of waiting to be seated and offered coffee for breakfast. After a brief discussion with the F&B manager, she called the front desk manager, who came to our table. We explained all the problems encountered in less than 24 hours and expressed our intention to shorten our stay and go elsewhere. The manager apologized and asked us to give them a chance to correct their faults.


The manager’s response

We thank you for your loyalty as a Bonvoy Platinum Elite member and apologize for the inconvenience caused by the air conditioning. Our engineer checked it out and we hope you have a great night tonight.

Due to a public holiday in some European countries, we did not have the opportunity to grant you the well-deserved upgrade yesterday. As spoken with our hotel manager, we are happy to inform you that from tomorrow we have a beautiful suite with stunning views over the bay of Palma

We will post an additional 10,000 Bonvoy Points for inconvenience.

Do not hesitate to contact us for any additional information you may need.

Yours sincerely

Ramon Ballester
FRONT OFFICE MANAGER

Castillo Hotel Son Vida

C/ Raixa, 2 – Urbanización Son Vida, Palma de Mallorca, 07013, Spain
T + 34 971 493 493 | Telephone + 34 971 493 494

The manager upgraded us to their Loewe Suite, a 100 sqm. suite for the rest of our stay, and the 10,000 free points were quickly deposited into our Bonvoy account.


CONCLUSION

Problems are inevitable when traveling, but the most important thing is how, as in this case, the manager solved these problems. The spectacular upgrade and the service from there was top notch and we ended up having a great stay, despite being the first night.