Faustino Gran Relais & Chateaux

We had a wonderful stay at Faustino Gran Relais & Chateaux. A beautiful 5 star experience. The check in process was easy, they sent me a WhatsApp message beforehand explaining where to park and met me at the car when we arrived to help with bags. We were greeted with a welcome drink of Cava and taken up to the room for a tour. The room was beautiful, very large bathroom, with amazing bathtub, double vanity and large shower area. Having a balcony was wonderful too. Location was very convenient in the centre of the Ciutadella which was a great place to stay. The daily spa was a real treat, we loved spending each day there. The breakfast was perfect, loved the Ala carte menu being able to order as much as you wanted cooked fresh. Being able to contact the staff on WhatsApp was also very convenient, they were very quick to respond for anything I needed. We had a family emergency during our stay, and the staff were very considerate and kind. We had already checked out of our room, but they made sure we had a new room to go and rest in until we could fly out from the island as soon as possible. Would highly recommend a stay here.

We enjoyed our stay here. I agree with some reflections of other guests about it not being ideal to arrive as the entrance is on a busy road, but to be honest, it was fine in the end. These people clearly have nothing better to do than whinge. A lovely hotel. Rooms are clean and done to a really high design standard. We stayed in one of the other buildings. That was fine and it's a 2 minute walk from the main hotel. Staff are very friendly. The food and service was great. I only give it four because it was a bit impractical with a toddler and I thought the other guests were very snooty. Would stay as a couple. Not as a family.

The property is stunning. Three palaces all within a short walking distance of each other and beautifully designed and oozing with character. The location is amazing right in the heart of Ciutadella so you can walk to all the restaurants shops. What sets this property apart is not only its uniqueness but the amazing service from all the staff there. The GM is amazing and she’s very present. Their concierge team are superb and gave us excellent advice and were remarkably caring and proactive. We loved it so much we will be returning next summer.

If this is what Relais & Châteaux considers 5-star, then the bar has hit rock bottom. Arrival & Check-In: The experience started off terribly. You can’t even be dropped off at the entrance — roads close and you’re expected to drag your luggage down cobblestone streets for 5–6 minutes. Longer if you’re not in great shape or are traveling with a lot of bags. Upon arrival, check-in was a joke. No welcome, no information on breakfast hours, spa, bar, or restaurant (despite us saying we were starving). When we circled back to ask, the response was, “you didn’t let me tell you these things.” Excuse me? It took them 20 minutes to check us in but not once were we given a map, Wi-Fi details, or even basic orientation. The Room: We were escorted by a confused bell boy to another building down the street, not even where we checked in. The room was dated, with broken shower tiles, zero air conditioning in 30°C+ heat, and tiny in design. No drawers, terrible closet space, and shockingly — no lock on the door. For safety, I literally placed a chair against it like I was in a budget roadside motel. At over $750/night, this is beyond unacceptable. The toiletries were insulting. Their body wash smelled like dirt and manure — I wouldn’t wash my car with it, let alone my skin. Dining: We were told the restaurant was open until 11:45, rushed over, only to be told the kitchen was closed. The only option was a sad room service menu. No thanks. We walked a minute outside the property and found lively, friendly restaurants with far better food and service than this “5-star” establishment. Service: Awful overall. Disorganized, dismissive, and simply not luxury hospitality. That said, two staff members deserve recognition: Mita (General Manager) met us at breakfast the next morning, listened attentively, and did her best to explain and resolve the issues (including the laughable AC situation). Juan, the following night, was the only person who actually delivered true 5-star service. He gave us a tour of the property, pointed out the pools, brought wine glasses, and made us feel like valued guests. Final Verdict: This hotel is a sorry excuse for a 5-star Relais & Châteaux property. The service is inconsistent, the accommodations are dated and unsafe, and the value is nonexistent. At $1,550 for two nights, this was the worst “luxury” hotel experience I’ve had — and I stay in multiple 5-star properties around the world, often for less money and with much higher standards. NEVER AGAIN.

Elegant hotel that is centrally located in Ciutadella. We loved this hotel and the only downside was the limited sun loungers with some guests leaving their towels down and then leaving for hours. Drinks are expensive too. It is a beautiful setting and the hotel has great facilities and excellent service.

Room was lovely (steps would not suit mobility issues) we had room with terrace on third level. Views fab, location perfect for walking, shopping, eating out. Staff all helpful and polite. Little tour of the other two sister buildings with their own unique pools. Nice underground cave like spa. Food of good value and quality. Only downside was noisey nightclub turn out at 5.30am but that’s not the hotels fault.

Could be a five star but over promises on rooms and country club and under delivers. I booked a deluxe room direct with Relais and Chateau and had to complain about being given a standard double. The country club is a renovated farm house with pool and decking that is poorly maintained. The staff were good but the food and service just doesn’t match French Relais and Chateau hotels. Not worth €500 plus per night. As I left another couple were complaining to the manager about their room so perhaps a more common problem

Went for a spa treatment and lunch. Spa and massage were fairly good. Lunch was below average. For a 1pm reservation, they sat us at 145pm, and this is after we spoke to 3 or 4 different staff members. Once we were sat we were given a limited pool side menu, not the lunch menu. For a restaurant with fantastic dinner reviews the lunch menu was a let down. Staff was able to call us a taxi after lunch, which was helpful.