Cap Vermell Grand Hotel

This hotel is an absolute disgrace to the concept of a “5-star” establishment. It is designed for people who have never truly experienced luxury and therefore do not know what genuine service should feel like. What you find here is not hospitality, but negligence wrapped in arrogance. From the very beginning, the experience was appalling. We were shown to a room reeking of mold a suffocating, unhealthy smell that made it uninhabitable. When we requested a solution, the staff were dismissive, unhelpful, and visibly irritated, as though our concerns were an inconvenience to them. After repeated insistence, we were reluctantly shown another room, which was equally unacceptable. Left with no choice, we returned to the original one. At no point did management follow up, no one checked in to ask if the situation had improved because they simply do not care. The interiors are depressing and outdated, with dark, heavy furniture and lifeless décor. What looks from the outside like a charming village is, on the inside, nothing more than a tired and soulless property with absolutely no refinement. The pool is small, unattractive, and completely fails to deliver any sense of comfort or pleasure. Housekeeping is virtually nonexistent. The room was never properly cleaned: no vacuuming, no fresh sheets, no basic attention to hygiene. The so-called “service” here is nothing short of insulting. The most striking element of all, however, is the attitude of the staff. Incompetence is one thing; arrogance combined with hostility is another. Their behavior reflects a total absence of training, accountability, and respect for guests. This hotel should be avoided by anyone with the slightest expectation of quality, professionalism, or human decency. It is not a luxury retreat it is a cautionary tale.

Beautiful hotel - horrible customer service. I recently stayed at this hotel, which charged $961 a night, and while the grounds and amenities were nice, my experience was far from what I expected for a 5-star establishment. Initially, my friend and I enjoyed our stay so much that we decided to rebook for a second night through the concierge. Unfortunately, we were not informed about the 20% discount they offer for extending stays, resulting in us being charged full price. This lack of communication was frustrating, especially given the premium price we were paying. After rebooking around noon, we left the hotel for the beach, having discussed housekeeping and laundry services with the concierge. However, when we returned around 10 PM, we were shocked to find our room had not been cleaned at all. There were no fresh towels or water, and after calling the concierge for assistance, we only received new towels. The next morning, I returned to the concierge to address this disappointing incident and to consider rebooking another night. Instead of understanding, I was met with resistance and attitude. The concierge claimed housekeepers had attempted to clean our room twice and were turned away, which was impossible as we were out from 1 PM to 10 PM. Despite the premium room rates both the manager and concierge offered no solutions. To add insult to injury they told us it was our word against their housekeeping team. Leaving us feeling insulted and undervalued as guests. What’s more, while the hotel is visually appealing and well-located, it felt vacant and lacked culture. In comparison to the smaller boutique hotels we had stayed at during our 10 day trip around the island—where we were treated exceptionally well and created wonderful memories—this hotel fell flat. There are better options nearby that not only offer a more authentic feel but are also less expensive. The attitude we encountered only added to our disappointment. I cannot recommend this hotel based on our experience, as it did not live up to its supposed standards.

Breakfast, dinner, and the service staff were all amazing. I wish I’d given them more compliments. The view is amazing. For a luxury resort, I have two complains. 1: the AC controller in the room was not working. The down button was broken, so late at night we tried to adjust it and it got stuck at 24 which was way too hot for us to sleep in.. it was late at night (2am) and we were only staying for one night so we let it go but we didn’t sleep well. 2: the receptionist girl (Lisa?) was a bit impatient when she was helping us to solve our accidental double bookings. We only needed one room but my partner made two reservations. She then said “you should take this particular room because the surprise is there like you requested” which ruined his surprise … Everything else was wonderful, but I have a bit of bitter opinions about our stay.

This place truly is perfect in every way - it feels like a zen oasis where everything has been thoughtfully designed and executed. The property has this incredibly peaceful, sophisticated atmosphere that makes you feel relaxed the moment you arrive. Our room was spacious and extremely comfortable with high-quality furnishings and excellent bath products. The WiFi works flawlessly throughout the entire property, which was great since we needed to get some work done during our stay. The staff were all fantastic - professional, friendly, and genuinely helpful. The bellhops were particularly proactive and seemed to anticipate needs before you even realized you had them. The breakfast was hands down the best of our entire trip with incredible variety, quality, and presentation. Roka restaurant wasn't great (we had to ask for the bill 7!!! times), but the other dining options on property were solid. Everything here just works seamlessly - from check-in to daily service to the facilities. This is hospitality done right at every level.

The resort is located in a quiet area, which I appreciated. However, I was expecting at least a partial sea view considering we are on an island, but the entire property is surrounded by mountains with no sea in sight. The main issue I encountered was with the staff and their overall approach to customer service. It falls far below the standards one would expect from a five-star resort, especially given the price point. When I choose to stay at a place that claims to be five stars, I expect a comfortable and seamless experience—not to be calling reception daily to report different issues. That clearly reflects a deeper problem in the management and operations of the hotel. This was my first time staying here, and unfortunately, it will also be my last. I cannot recommend it to others. On a positive note, the on-site restaurants were actually quite nice and worth a visit. I would, however, like to commend one staff member—Adrian. He was the only one who showed genuine dedication and professionalism throughout our stay. His attitude stood out in contrast to the rest, and he truly deserves recognition.