Aguas de Ibiza Grand Luxe Hotel - Small Luxury Hotel of the World

We stayed here for just a couple of nights as a little end of holiday treat and I was really disappointed. The reception staff were about as much use as cardboard as we were checking in they explained nothing about the hotel other than what time breakfast was. The room was lovely but again everything you wanted to know was on a QR code and the WiFi code given on the key card was completely different to the one the Hotel uses? When I went to reception to find out why I couldn't get on the WiFi ( I had to go in person as the instructions on how to contact reception were on the QR coded welcome book) the receptionist looked at me as if I was an ***** not the best welcome to a five star. And as usual with not being able to check in till after lunch there were no sunbeds available by the pool and a very loud wedding party had taken over the top sundeck. The breakfast although offered a large choice you had to order your eggs separately to the buffet style accompaniments meaning you either had cold eggs or cold bacon very strange. Also as mentioned in previous comments the large hotel next door has a massive PA system that drowns out any ambiance that this hotel has along with some very poor Karaoke. So all in all a very expensive and disappointing stay. Sorry

My main complaint is the attitude of many of the staff dealing with food and drink, although there are notable exceptions. The reception team and house keepers are excellent. A wait of 1 hour 45 for food at lunch in a quarter full restaurant area is unacceptable. Queuing for breakfast was ridiculous but I am hopeful this has now been addressed. Waiting at the bar for more than 5 minutes as the only customer while staff polish glasses is unacceptable. This was not one isolated incident. Being told I am lucky to have the last tonic lite at the bar is poor. Why am I lucky that the bar hasn’t been restocked? Customers are made to feel like an inconvenience. Staff think if they can keep you waiting for long enough that you will go away.

Very disappointing, Service in the breakfast restaurant was bad which really ruined the rest of our day. We had to queue for quite some time in this pseudo 5* restaurant before being told we could not sit outside in the sunshine despite there being empty tables. One morning I went down to ask for a table for four people and was refused. I was told that all four of us had to be visible before being offered a four seater table. I was astonished! The staff didn’t seem to know what an English tea was and when I requested one I was given a lukewarm jug of water and told to go and get my own tea bag and milk from the breakfast bar and pour the milk from one of the large containers and make my own! We weren’t allowed small jugs of milk because of the risk of allergies. How ridiculous! Risk of laziness more like. I could go on. Furthermore, around the pool area, there is no service. In other 5* hotels we are usually offered refreshments around the pool. A cold flannel perhaps? Refreshments? Drinks? Oh! No! Not here. You see no staff offering anything all day. However, one area was very good. The reception staff were courteous, polite and all very helpful. They deserve praise. However, the reception at breakfast has been awful and for this reason we will not be returning.

This is not a five star hotel! Some aspects merit a good grading but other negative experiences outweigh the experience being positive. Staff need to be trained in customer service. Luxe should mean at the very least pleasant exchanges and greetings. Breakfast is a fiasco. The food is good but queuing and arguing to get a table is not a good start to the day. You are told you cannot have a table for four unless you are all 4 present at the time of asking. The lady allocating tables is brusque and rude. She “stomps” across the dining room in an officious manner and eventually it made me want to miss breakfast as I found the experience so upsetting. Guest relations are passifiers not change managers. We waited 4 days for a bulb in the toilet and our first lunch took 1hour 45 minutes to arrive! I did not observe a manager observing, greeting, questioning, checking. The view is magnificent. Rooftop area lovely. Rooms would have been special some years ago but are now dated and in need of an update and refresh. Words such as “indulgent escape”, luxe, 5 star should not be applied to this hotel. £4500 not well spent.

Not a 5 star hotel. The staff are indifferent and the food is not great. As ban example I wouldn't expect supermarket pancakes when I order off the a la carte breakfast menu. Had delayed check-in as the room wasn't ready Bath was broken. TV wouldn't work. All reported to the manager who really couldn't have given me the time of day even though I'd paid for one of the best rooms in the hotel. There are other 5 star hotels in the area and I would really recommend booking one of those until these guys have got their act together.

We arrived at the hotel on Monday and in my experience this hotel does not have a five star service. On day one, we joined the long queue at breakfast and asked politely if we could sit outside as we were a party of four and could see a free table. We were told that this was reserved and were escorted to a table inside right at the back which was like sitting in a canteen. We asked for a cup of tea and were served a pot of luke warm water, a tea bag and no cold milk as we were told by the lady in charge of the breakfast area they couldn’t put milk in a jug because people have different food allergies, so we had to collect a cup of water in a drinking glass which spilled everywhere when you tried to pour it in to a cup. After breakfast, we asked at reception if we could reserve a table outside and were told that they would do their best. Day 2 at breakfast. Well, this was a real treat. Again, we joined the long queue at breakfast to be seated (not something which I have experienced in other five star hotels). We eventually got to the front and asked for a table outside. We were just waiting for our friends to join us as they were running a few minutes late. The lady who was in charge of the queue rudely told us that we couldn’t have a table for four because the other two weren’t physically here and that she could only seat us and try and get our friends at a close table. I spoke to the manager, a different one this time and he said that they didn’t reserve tables which I thought was fair enough but why had the lady who was quite rude to us the previous day told us that we couldn’t have a table because it was reserved? Day 3. Well this morning was another great experience. Again a long queue to wait. Having got to the end, I thought great, there are four of us here and I can see a table for four outside, which although wasn’t laid, was clean and free! …… but no, alas, we could not have this table, we had to wait five minutes for a table at the opposite end which was dirty, had food all over the table and full of cutlery from people who had just left! We were guided to sit at this table and wait whilst somebody cleaned it. So, I am hopeful that tomorrow, might, just might be a better experience! Having said this, my most positive experience of kind and wonderful service has come from Yaiza, the concierge and Allison in the restaurant who have been kind, courteous and very professional.

Superb hotel. All the staff we met throughout were really friendly and helpful, reception, porters, housekeeping, restaurants and bars. We felt welcome at all times. The standard of cleanliness throughout is very good. The facilities are excellent, particularly the gym and exceptional spa, probably the best we’ve ever seen. Outside pool and gardens are a great place to relax and the roof top bar area, plus pools, are another wonderful place to relax and enjoy. The hotel surpassed our expectations and we will return.

Terrible. Not a 5* experience. Lights and curtains malfunctioned at night waking us up. Fire alarm went off at 1.30 with no explanation or an apology the next day. There was only one person on reception at night that had no idea what was going on, guests just walking up and down the corridors. The next night the room next to us had a party at 12am for 3 hours. We called reception 3 times, on the second time we asked why it still hadn’t stopped and the man on reception said F you and hung up the phone. Again assuming it was just one person working and they couldn’t cope. So we just had to spend the night with loud music, doors slamming and people shouting. Other notes, breakfast was mediocre, service was slow, coffees wouldn’t turn up till we’d finished out breakfast. It was hard to get served around the pool area, on two days I had to walk up to get served and food wasn’t great. Having stayed at other small luxury hotels and 5*s on the island, this isn’t one. Not a personalised experience at all. Stay somewhere else.

The hotel is well situated and the rooms are nice with harbour views and a lovely pool area. The service desk was open 24 hours and very helpful and kind. That being said, it wasn’t a five star experience. We had to request our room was cleaned on a number of occasions and the service at breakfast was not good. There is an odd smell throughout the spa area. It’s very family friendly with lots of children but as a couple travelling i wouldn’t recommend.