Guest User
October 9, 2024
Went for a long weekend away with my best friend to Mallorca and stayed at MiM. Before I go into the negatives, let me start with the positives. The hotel is clean, and the breakfast fresh and providing variety. The barstaff and cleaners are friendly and lovely and in my opinion what make the hotel. Location is a five minute walk from the beach, and plenty of local bars and restaurants nearby if you don't fancy eating at the hotel. Cocktails are tasty and didn't have any issues finding a sun lounger on any of the days we wished to relax by the pool or on the roof terrace. Now for the negatives. Upon checking out, I informed the gentleman at the front desk how uncomfortable the beds were. He didnt ask how our stay was but- I must stress this greatly- we never once spoke to the member of staff in a derogatory manner. He seemed disinterested when we told him we were quite literally bruised from our stay and only had a couple hours sleep each night and we were we 'were the only ones who have ever complained about the beds' and then we were asked to pay our final charge to the room. This is where the trouble starts- had we felt our issue was correctly addressed, we would have thanked them, paid and left. However in all my years travelling as well as working in an industry dealing with customer service and complaints I have never felt so unimportant and devalued as a client. I was robotically told his manager wasnt in till 3, and to pay my bill and to email Jet2 to deal with things. Please let it be known- I feel deeply uncomfortable raising any sort of issue however the way the rest of this was handled left me embarassed. I noticed a queue of other guests behind waiting to check out and said to the gentleman that we would grab lunch and resolve this after to which he agreed. We came back and he said nothing could be done and again asked us to pay the bill. Again- there was never an issue paying the bill it was the manner in which we were being treated. I reiterated I would pay the bill when I felt the matter resolved and sat down with my friend to wait. Not even 5 minutes later the Manager Alexandra (who we were informed wasnt present in the hotel until 3pm but we had definitely seen her around at 11am when we handed our beach towels back) sat down and when we voiced our concerns we were again told 'nobody has ever complained about our beds before, check our reviews'. It was then and only then my friend raised pre-exisiting medical conditions on my part (which I never lead with but were aggrevated by the bed in addition to her old injuries from sporting days.) It was again repeated that 'we should have said something sooner' but when I asked as to what difference that would make as the gentleman at the front desk told us all the beds are the same, Alexandra did not have an answer. Again, the treatment was along the lines of 'you shouldve said something sooner, not our problem, complain to Jet2'. It felt dismissive and like we did