Finca Serena Mallorca Small Luxury Hotels

We expected luxury. What we got was sewage and two hours in a lobby. Finca Serena was supposed to be the grand finale of our Mallorca trip. Instead, we were greeted by a horrible sewage smell as we walked to our room, which only got worse the closer we got. The stench even followed us inside. We asked for help immediately. While the front desk staff were lovely (thank you Paula and Maria), we spent over two hours being offered rooms that didn’t match what we booked, being told no manager was available, and watching the hotel list more rooms on Expedia that they told us were “sold out.” This is a five-star property with five-star pricing — but the service and response fell far short. No management came to speak with us. Finca Serena may look beautiful, but this experience left a very sour taste at the end of an otherwise perfect vacation. Major letdown.

Poor check in experience… room wasn’t ready (which is totally fine), but wouldn’t bring bags back for us from luggage room. Made us change in luggage room across the hotel with bugs / spiderwebs vs bringing the luggage to change in a proper restroom We’ve also had an issue with the air conditioning (see other reviews). Broke randomly in the middle of the night and they don’t have anyone on site to fix it “will need to speak to manager later” Forgot to book my wife’s spa appointment after discussing live and then they “were fully booked” Run, don’t walk from this place. I’d rather stay at a motel 6 (which is great) Listen to the other real reviews

Disappointing Start to What Should Have Been a Perfect Ending We arrived at Finca Serena excited to wrap up our 10-day Mallorca trip at what’s marketed as a top-tier luxury property. Sadly, it’s been the biggest disappointment of our entire trip. On the way to our room, we were hit with a strong sewage smell — not a passing whiff, but a lingering, offensive stench that only got worse the closer we got. It was clearly coming from the area outside our stretch of rooms, and it followed us into ours. We immediately returned to the front desk. A staff member came with us, confirmed the smell was awful, and said they had never noticed it before. We asked for a room change. They told us nothing was available in our category, but offered us an “upgrade” — a loft room with no terrace or garden view (which we had specifically booked), up a steep staircase, and with a much darker interior. Not exactly an upgrade. They offered us a free dinner if we accepted the swap, which frankly felt like a weak attempt to smooth over a bad situation. While we waited for someone to speak with management, we checked Expedia and found other rooms available — including ones with terraces. When we brought this up, the front desk staff seemed surprised. They said they’d speak to management again. Eventually, they returned and said they could offer another room — farther away, down a rocky path, and still without the enclosed private patio we had originally booked. All the while, Expedia continued to show other room options available. We asked again to speak directly to a manager. The response? “Not until tomorrow.” This isn’t a minor hiccup — it’s a major lapse in service, communication, and accountability. At this price point, it’s completely unacceptable. To be clear: this isn’t a knock on the front desk team. Paula and Maria were kind, understanding, and clearly did what they could. But they were limited — either by policy or by management’s lack of engagement. The fault lies squarely with management for their poor problem-solving, lack of transparency, and unwillingness to personally address a legitimate issue. Finca Serena might look the part, but it fell far short of the standards it claims to uphold. We had friends recommend staying at Es Racó d’Artà instead — and now we’re wishing we had.