JS Portocolom Suites

TravelBae

We stayed at this hotel for 3 nights and personally thenis hotel is not a 4 star and need to improve on a lot especially with their front house staff. On the day we arrived there was 2 staff members at reception, however we waited 20-30min before we got served. Both staff members were serving one customer at the same time and not a single one of them greeted us. Rooms: The rooms aren’t as big as they make them look on the pictures. The TV in the rooms had all the apps, Netflix, YouTube etc. but none of the apps worked. When we called reception to ask, they informed us that the only thing available to watch on the TV was live TV, none of the apps were working. Rooms were not that clean. We discovered on one of the nights that our sheets had not been changed, however the beds had been made. Now hygienically that’s disgusting. One of our kids had put body cream in the sheets by accident and in the evening as we were about to sleep, we found the same sheets still on the bed. Now that makes you think what else they were not cleaning. Toilets were dirty with stains in them. Towels were also not that clean. Before you sleep, please check your sheets as they might not have been changed but the bed would have been made. Swimming: Both outdoor pools were not heated. During the time we went the weather wasn’t the greatest. Meaning the kids couldn’t fully use any of the pools. The least they could do is have the kids pool heated. There’s a large seating area near the bar, which was nice and small playground for the kids which our kids enjoyed. There was basketball court, but no balls and when we asked at reception they mentioned that they didn’t have the balls so that was rubbish! There was a small wellness centre (spa & gym). The sauna & steam rooms were rubbish as they were not working. Even thought they made an exception for the kids to be allowed in the spa pool, ours kids kept getting kicked out by other guests which wasn’t fair because all they wanted to do was swim. Food: The Food wasn’t the greatest. Some meats were raw which was very unpleasant. Buffet was quite small with a limited choice. There was a lot more cold foods than hot food. Cocktails were rubbish. Glasses were always dirty in the restaurant. Restaurant staff were however very polite and nice with great customer service. Outdoor bar staff were also nice. However reception staff were so rude & arrogant especially Maria & Paula the two older women. Re-training is highly needed on how to speak to guests regardless or their age or ethnicity. There was no entertainment during our entire stay. According to the staff, it’s because it was the first week that the hotel had opened, despite the hotel having quite a lot of guests. Two days of our stay, it rained heavily and there was only one medium sitting area for guests to sit in. The bar wasn’t opened! No music being played! No TV! There was basically nothing to do. Hotel location is not the best. It’s in the middle of residential houses, the views from the balcony aren’t the greatest. Would not return to this hotel. It’s not worth the money.

Laura Hughes

We loved our stay at the hotel. Everything was really clean and the design was lovely. Outdoor pool area was spacious with plenty of sun bed/seating options. We made use of the great indoor pool and spa every day too which was so relaxing and peaceful. Breakfast buffet was great. Staff were all very friendly and we really appreciated the view of the harbour from the room and the wheelchair we hired for a few days. We thought the location was perfect, it was lovely to be able to explore the harbour in one direction and a sandy beach 10 minute walk in the other direction and be in a peaceful town that didn’t feel like a resort. It was nice to have the square in front of the hotel to visit for evening drink options as the hotel was very quiet with no bar available after 11pm. It would have been nice if the indoor bar area was open as it looked like a lovely space. We had a hire car with us and had no problems finding a space to park - there’s parking all around the hotel.

Jane Lawden

Cannot fault this hotel. Food, service, rooms all excellent. The staff were all friendly & attentive. Our room was spotless. Will be back.

Raquel Gonçalves

Recently stayed at Hostal Residencia San Francisco in Portocolom, which is affiliated with JS Hotels. During check-in at JS Portocolom Suites on May 8, 2025, I handed over my Portuguese Citizen Card (Cartão de Cidadão) as per standard procedure. However, upon check-out on May 10, I was not informed that my ID had been retained. It wasn't until I attempted to check in at another accommodation in Palma on May 10 that I realized my ID was missing. After contacting the hotel, I was told that my ID was still in their possession and that I could retrieve it in person. Being in Palma without my ID, I was unable to collect it personally. I requested if it could be sent via postal service to Portugal or handed over to the local police, but was informed that I would need to arrange a delivery myself and that handing it to the police would be difficult. This situation caused significant complications during my travel back to Portugal on May 12. I had to spend the entire day at the police station and coordinate with the Portuguese embassy to obtain a temporary document to return home. Today, May 17, I called the hotel to confirm whether the card had been delivered to the police, only to find it had not. The staff member who answered was unhelpful and unprofessional, claiming she tried to call me three times to inform me about the ID card, which was the first time I heard of it. When I requested to speak with her supervisor, she told me no one was available and eventually disconnected the call. I later spoke with Cloe, the assistant manager, who was understanding and informed me she would need to confirm internally whether the delivery to the police could be arranged. She asked me to call back on Monday for an update. I will reinforce that the law does not allow any hotel in Spain to retain an identification card. I am deeply dissatisfied with the handling of this situation and the lack of professionalism exhibited by the staff. I hope the hotel takes immediate action to resolve this matter and ensures that such incidents do not occur in the future.

hanadi wakim

We stayed in this hotel for a week (half board), it was an amazing stay, clean rooms, amazing buffets, pools and playground for kids (our baby had so much fun!). There were a lot of families, we liked the ambiance. Every night there was entertainment shows for the kids and adults! The bartender is very good! The drinks were delicious as well as the food! The staff are so nice and so helpful! (All of them)! A great hotel overall! We would go there again 😍