La Torre del Canonigo, an SLH Hotel

We turned up to hotel La Torre having paid a significant rate. After taking some time to check us in, we came to a room where you couldn’t turn around or even leave a suitcase with major mould all through the ceiling. We asked to change rooms as I’m sensitive to mould, we told no other rooms were available and to go somewhere else if we didn’t like it. So we did, but not before having confirmed that our deposit will be refunded. Several emails later and the money hasn’t turned up and I’m not getting any answers, it’s now been several weeks - do yourself a favor and go somewhere else. The pool is ok, location not great and hard to get to and service terrible.

Turned up to a ridiculously small room, could only fit a suitcase and mould on the ceiling. Room absolutely stank of mould. Totally unacceptable. Said (in writing) they would refund the deposit as they had no other options to move us in, but haven't. Again totally unacceptable. No manager available. What a joke. Wouldn't be surprised if this happens regularly. I'm floored how this place can have any decent reviews - fake??!

The good: - Gorgeous boutique hotel with stunning design details both in the rooms and around the grounds and gardens. - Le Labo products in the bathroom were a luxurious touch, and the bathroom towels were very thick and fluffy. - The pool area is beautiful and has fantastic views over the old town and port. - The location up the hill makes for a more quiet experience away from the noise of bars and revellers in the old town and port area. - We had an issue with noise coming from the restaurant above our room. The staff were helpful and assisted us by moving us into a new room which was much nicer and larger than the original (surprisingly, the new room was in the same price bracket). The not so good: - It is lovely to have the room cleaned each day, but we often had the Do Not Disturb sign up which was ignored by the hotel staff as they came in and cleaned anyway. - Service is not very prompt - we asked for fresh towels and they arrived at the room almost 6 hours later. - Also to this point, we were up at the pool at 8.30am and it had not been cleared and cleaned up from a party the night before. Glasses, rubbish and towels were strewn everywhere and not cleaned until 9.30am. I would think a 5 star hotel would sort this out well before any guests were awake and using the facilities. - It seems like a lot of the staff are just here for the summer season, and are not trained in hospitality to work in a 5 star hotel. A note about room categories and price brackets. Our original room (Superior Double) was shockingly small - the bathroom even smaller. When we were moved into another Superior Double due to a noise issue I was shocked at the larger size of the new room. The bedroom was larger, the bathroom much bigger, and it had a large terrace as well. I was very pleased to be moved into the better room, but also quite sad that we were lumped into the smaller one in the first instance which is considered to be of equal value. So be aware - each room is unique and of different size, and I guess it is luck of the draw which one you will be assigned. Overall a very nice hotel. However I would not say 5 star due to the high price point and the above mentioned discrepancies.

Be aware that staying at La Torre del Canonigo starts with a wait at a public bus stop in an IKEA parking lot for the hotel transfer, which takes over 20 minutes to reach the hotel. While the hotel informs guests about the parking situation, they significantly underplay how long and inconvenient this journey actually is. The wait is long and sets a negative tone before even arriving at this so-called "Small Luxury Hotel." The real issue, however, was the shockingly poor customer service. Front desk attendant Javier, rather than taking the opportunity to correct the situation and improve the customer experience, created a hostile atmosphere. In all my years of traveling, I have never encountered such a hostile and unhelpful employee. Javier's attitude was far from solution-oriented; his suggestion that "perhaps you should stay elsewhere" was particularly offensive and unprofessional. To make matters worse, our hotel room overlooked a construction site, which further diminished the overall experience. Overall, it was a very terrible customer service experience that overshadowed my stay. A positive attitude goes a long way in resolving issues, but unfortunately, that was completely lacking here.

We had a short break in ibiza and wanted to stay in the old town. The hotel was great. the welcome was lovely from the front of house team and the room in one of three buildings was smart, clean and obviously recently renovated. The bed was huge, the views were spectacular and the setting for the pool superb. The only draw back is the march up the hill after a night out, but that was a small price to pay for such a fantastic spot. We will definitely be back

It is a beautiful hotel in an amazing location overlooking Ibiza old town. The hotel rooms are fabulous, clean and spacious. Nothing was too much trouble for the staff who made it such a wonderful stay. It is more like a five star hotel in my opinion. Thank you. 🙏