“Booked to stay in the main BCM hotel, were moved involuntarily to another site - which worked out more than £100 cheaper than what we had already paid for the holiday. Told us the hotel was over booked - yet they were still offering the exact same dates/times/hotels package holiday on their website. Impossible to get hold off and worst customer service I've ever experienced! Once we arrived we had to go to another hotel to collect wristbands and were told the reps would be round to see us once a day. We didn't see the reps once apart from events they had organised - which were atrocious anyway. The full moon party was just enterance to a bar and drunken reps doing face paints. No activities, no nothing. Horrendous company - would rate 0 stars. Do not book with this company.”
“Absolute disgrace of a company! Booked as a group of 3 girls in January going for a week, B+B at the BCM. 3 weeks before we were due to fly we received an email with the laughable subject title of 'small change' in which they told us they'd majorly overbooked the hotel and had transferred us to the Don Juan (going from a 4 star to a 2 according to trip advisor). Obviously we were unhappy with this so tried to contact the company and they make it impossible to have any correspondence with them, if you ring they refuse to talk and say all contact must be via email (which they take days to reply to). Leah who seems to be a senior member of the team was useless offering no suitable alternatives and luckily as so many other people were in our situation, a group advised us that we talk to another senior member of the team and email him directly, Aden. He did come up with viable options, unfortunately we had to pay more to then stay in the Sol House room only with no self catering equipment. We agreed we would receive a free MCP pass to compensate for the trouble, something which the reps had no idea about once we arrived. Overall the reps were clueless about the whole situation and not particularly warm and friendly. Had an amazing holiday however would never book with Magaluf takeover ever again, people staying in the same hotel with the same flights and transfers paid £300 compared to the extortionate £700 each Magaluf Takeover ended up costing.”
“If I could mark this as a 0 I would. This was the WORSE experience ever. I went to Magaluf last year and stayed at Don Juan and it was great. This year we wanted to pay extra to go somewhere more lively and better atmosphere. A group of 6, 19 year old girls paid 600£ each for all inclusive package for 2 apartments which would fit 8, even though there was 6 as they didn't do apartments for 2 people. The first thing that went wrong was less than 12 weeks before the holiday we got an email saying there wasn't enough rooms and they'd put us in a new hotel which we looked at different website and was a lot cheaper than what we had paid so we refused and they got us in the club b apartments for all 6 of us so we agreed. We arrived at club b apartments to the smallest apartment ever, with one tiny mirror between 6 girls, small lamps as lights and 4 beds and one pull out bed. One of the girls had paid 600£ to not even get to sleep on a bed! She was put on the sofa and the hotel said they had no spare mattresses to give. We then found out we had to walk 6 minutes to BCM hotel to access the food AND drink part of our all inclusive package, so we couldn't even get a free cup of water at our " all inclusive hotel " we had to walk 6 minutes for water and drinks. We paid for a all inclusive hotel and was put in a hotel that didn't accommodate all inclusive! We went to a rep to complain which he said the manager couldn't deal with us as she doesn't deal with complaints and there's nothing he can do about it - not very helpful! This was the first girls holiday for some of us and possibly the last for some due to university and it was ruined! It's put me off ever going back to Magaluf ever again considering the first year was amazing. Magaluf takeover have now not taken any of our complaints on board and aren't willing to compensate us. We met multiple different groups of people at Club B apartments who were in the exact same situation as us! DONT BOOK WITH MAGALUF TAKEOVER! Worse decision we've ever made.”
Thanks for your review and sorry to hear about the issues with your holiday. After careful observation on the emails exchanged I am sorry but there are many things incorrect with your review which is massively unfair on reflection. We had huge issues with our supplier low cost beds going bankrupt - as you can imagine their holiday makers had to pay double to get the same holiday but we being ATOL protected were in a situation where we no choice but to provide you with alternative accommodation.
Firstly - we offered you an upgrade to a 4* accommodation which you declined - we then stated that we had one 6 person room at the Club B Apartments that sleeps all of you in the group. Please note that at the BCM hotel two people would have been sleeping on sofa beds regardless - that is the rooming layout in all hotels - two twin beds and a sofa bed. It was also made clear to your group that we would still be providing you access to BCM on an all inclusive basis as this is where Club B Apartments guests go daily for their food and drink - essentially you are still in the BCM Hotel just sleeping around the corner. You confirmed that you were happy with this change and the 5 minute walk which is less than 100 metres to BCM from the Club B Apartments - all of this was made clear to you before departure and agreed.
Our team pre arrival and in resort worked tirelessly to try and solve your issues with the extra mirror and lamps - all of which are the same in the BCM Hotel. We also offered alternative accommodation to one of the group whilst you were in resort that was also rejected.
All in all our team worked tirelessly to provide you an incredible holiday - we offered multiple accommodations and fully explained that the apartments grant you the same BCM Hotel access which you desperately requested - we adhered to all of these requests. With respect to sofa beds - the sleeping layouts were the same as originally booked and we even tried to get you an extra mattress but the hotel was full.
We are sorry that the trip didn't meet your expectations and our management will be in touch to help rectify.