Be Live Collection Palace de Muro

Throughout our visit, the staff were generally not very friendly, lacked a customer-oriented mindset, and failed to deliver the luxury experience expected of a 5-star hotel. Positive aspects Arrival & check-in experience: The check-in experience was very pleasant. Staff waited for us, assisted with our luggage, and offered us coffee and water, which made for a warm welcome. Room & amenities: The rooms were clean and well-stocked with a generous selection of complimentary drinks and sweets in the fridge, which was a lovely touch. We also appreciated the provision of towels and washing products for our little one. General housekeeping: Overall cleaning was maintained to a good standard throughout our stay. Design & atmosphere: The lobby area and the Biniterra restaurant were beautifully designed and provided a very relaxing environment. Areas for improvement & serious concerns

1. Reception & billing errors

Check-out payment issue: At check-out, I requested to pay the full final amount using a euro card instead of the credit card used for the deposit, assuming the initial deposit was merely a pending pre-authorisation. However, the hotel had already processed the €500 deposit upon arrival. Due to a language barrier and a complete misunderstanding, the staff member charged only the remaining balance to my euro card rather than charging the full amount on one card as explicitly requested. 2. Housekeeping & hygiene maintenance Bed linen: Despite overall room cleanliness, the top sheet on our bed was not changed once during our entire holiday. Odour issues: There was a strong, unpleasant smell of sewage present at times around the pool area as well as on our room balcony. 3. Staff service & communication Language barrier & errors: Staff consistently struggled to understand basic requests due to a persistent language barrier. There was not a single day or moment of the day when mistakes were not made with our orders. Lack of attention: On several occasions, no cutlery was provided when food was delivered to our table, and staff failed to check if we had basic necessities. 4. Breakfast & main dining service Drink delays & omissions: Staff routinely forgot our drinks during breakfast or brought them exceptionally late. Table clearance: Used plates were left sitting on tables for long periods without being collected. Food quality & live stations: Several items lacked freshness and appeared merely reheated. Given the venue’s layout, there was ample space for live cooking stations to prepare fresh food. Instead, pre-made items—such as pancakes—were served cold/pre-cooked. Children’s options & variety: Food options for young children were severely lacking. The cereal selection was geared strictly towards adults, and the only porridge available was prepared with oat milk and dried fruits, making it unsuitable for young kids. We expected better variety and suitability for a 5-star hotel. 5. Pool bar experience & food safety Order tracking & disorganisation: Pool bar staff were routinely unable to locate us to deliver orders. Because one person took the order and another delivered it—with no tracking system in place around the pool—orders were frequently lost, missed, or delayed while other tables were served first. Food quality & high prices: The menu was limited and overpriced for the quality provided. Dishes appeared repurposed from breakfast, tasting either bland or overpowered by salt and vinegar. Undercooked food & staff response: Disturbingly, I was served raw, undercooked chicken that was completely inedible. When I returned it, the staff member unprofessionally remarked, "Hope it has nothing now," without offering proper cutlery. Overpriced drinks: Cocktails were very expensive and did not meet the high standards advertised by the resort. 6. Pool & garden facilities Unsafe flooring: The flooring around the pool area becomes extremely slippery when wet, posing a genuine safety hazard for both adults and young children. Grass sunbed area: Having sunbeds positioned directly on the grass was inconvenient, as it required constantly wearing slippers/shoes when moving around. 7. Hotel policies & external environment Smoking policy: Guests were permitted to smoke directly on their sunbeds by the pool, merely two metres away from others. Experiencing secondhand smoke while sitting with a baby is extremely unpleasant and unacceptable for a 5-star hotel. Smoking should be strictly confined to dedicated, designated areas. Beach conditions: While we understand beach maintenance may not fall entirely under hotel control, we wanted to highlight that the beach area felt poorly maintained. The sand did not appear to be cleaned regularly, there were noticeable sewage and algae odours, and we found plastic bags near the water. Additionally, smoking was allowed directly on beach sunbeds, which detracted from the experience.

I would not go back to this hotel. The staff is rude and inattentive, they look stressed (especially at breakfast), probably because they are understaffed... Check-in desk is a similar story, we were not checked in even at 3.30 pm. The breakfast buffet is low quality, low variety and def not a 5-star hotel experience. First time in my life that I was not excited about breakfast in a hotel... There is fishy smells coming from the bathroom vents. Clearly, this hotel has some serious management issues. It's absolutely not a Hyatt quality hotel. The only thing that was good about this hotel was the room (apart from the bathroom smell). The rooms are stylish, recently renovated and decent size.

Serena de Muro is a beautiful, brand-new hotel in a gorgeous location. Everything feels fresh, modern, clean, thoughtfully designed, and the property itself is truly stunning. It has a lot of potential to become an exceptional hotel.

There are a few areas where the experience could be improved, particularly when it comes to service.

At breakfast, it was often very difficult to get anyone’s attention when we needed assistance. More attentive and proactive service would make a big difference, especially for a hotel of this caliber.

The pool area is beautiful and very relaxing, but it would be wonderful to have better poolside service, particularly for ordering drinks while relaxing on the lounge chairs. The pool itself was also extremely cold. I’m not sure why it isn’t heated, but adding some heat would make the pool much more enjoyable.

For dinner, it would also be a nice touch if water was included with the meal rather than being an additional charge. This is a small detail but including water with dinner would feel more in line with the level of the hotel and dining experience.

The food was exceptional with a wonderful variety of food. Everything was delicious and really enjoyed breakfast and dinner.

One thing I would definitely encourage the hotel to expand is the activities offered throughout the day. The morning yoga class was exceptional and was one of the highlights of the stay. Adding a few more activities like this throughout the day — wellness classes, fitness, or other low-key experiences (cooking, cocktail making)— would give guests even more to enjoy without having to leave the property. Turn down service would be a nice touch as well as some complimentary things during the day at the pool such as small cold towels, smoothie shots, popsicle etc.

Name tags would be a useful addition for staff to get to know them better throughout the week.

A helpful tip for guests: If you walk down the stairs in front of the hotel, there is a small supermarket just to the right. From there, you can walk in either direction along the main strip, where you’ll find restaurants, shops, and other conveniences. There is also a little tourist train, the Ting Ting, that runs up and down the strip, which is a fun and easy way to explore the area. The chairs on the beach in front of the hotel cost $21 euros for two chairs and an umbrella. Some days no one collects the money and some days they do. The beach water is crisp and shallow.

Overall, Serena de Muro is a gorgeous new property with tremendous potential. With more attentive service, a heated pool, additional activities, and a few small touches for a 5 star hotel, I think it could become a truly outstanding hotel. We really enjoyed the beautiful property and its location and hope to see these improvements as the hotel continues to develop. Playa de Muro is worth the trip from Palma for a wonderful beach vacation.