AluaSoul Palma

Firstly, I should say that this review does not reflect the friendliness of the reception staff nor the hotel itself which we thought was nice and had good facilities. Instead it reflects the fact that the hotel had been deliberately overbooked by the central office and they therefore moved us to another hotel- they tried to do it for our whole holiday but we complained so strongly that they forced us to move for one night and then they sorted something out. Someone on the inside said that they have regularly overbooked since their new system came in in April and they had reportedly overbooked by 40 rooms recently. The alternative hotel was not the same quality (Alua Leo) and we are currently in a formal complaint process with them.

Special shout out to Loveholidays who said they could do nothing, offered no support and were totally useless.

Stayed at Alua Soul for a week, nice sized room, we had upgraded so the view was good (see pic) however the bathroom looked a bit tired, the grout needs deep cleaning or changing.

Bed looked nice and clean at first but we took away the 2 sets of sheets and there were a few black hairs on top of the mattress protector, I spoke to reception and they rectified this the same day but how could this happen? We’d been here for a few days before we realised. Too many shortcuts with housekeeping maybe cleaners rushing. Was really not pleasant and made us feel sick.

Breakfast was nice and as expected for these types of hotel.

We went out every night so can’t comment on the evening entertainment or the dinner menu.

*nothing to do with the hotel but take care on the front walkways next to the beach, a few mins walk from the hotel, as 2 pick pockets, a man and a woman were trying to get into my bag, I confronted them and they swiftly walked off trying to claim that they didn’t of course, they definitely were without a doubt I caught them red handed so please take extra care of your belongings walking around

Have stayed at this hotel many times but sad to say in my opinion it is not as good as it used to be. It used to be a quiet peaceful place. Did not appreciate the e mail I received the day before we arrived saying the type of room we reserved was not been given but we could pay to upgrade. This matter was however resolved following an e mail I sent. Apparently there is a new booking system and some bookings on old system had not been transferred to their new system. I did not like the loud music with the heavy base thumping in the afternoons. Can guests not have some "chilled music" as there used to be. The main gripe I have is the "reserving of sun beds". One morning there were 30 sunbeds with towels on at 9am yet these were not used for many hours later. Even witnessed one couple reserving 2 beds in the sun and a further 2 in the shade for afternoons this was despite them having their own private bali bed. There are signs saying not to do so yet response from reception was "its the same every day" This practice of reserving sunbeds was never an issue years ago. I feel that the hotel staff MUST do something about this matter, It was be so simple for a member of staff to remove these towels each day and I am sure that these selfish guests would "soon get the message" The food selection at the "hot area" is limited. Hotel is very clean and rooms well serviced and public areas are beautiful. Found Marta, David, and Jose at reception to be very friendly and helpful. Always had a kind word when ever they saw us. Good to see old friends Maite, and Sylvia again. Despite these comments we still had a lovely holiday.