We chose Bruno d’en Mas for a special occasion — my husband’s 60th birthday — and on paper it had everything we were looking for. The property is undeniably beautiful: the setting, the architecture, the attention to design are all lovely, and our photos don’t do it justice. Sadly, the warmth of the welcome didn’t match the beauty of the surroundings. Ahead of our stay, I messaged the hotel to let them know we were celebrating a milestone birthday, hoping they might mark the occasion in some small way. On arrival there was no acknowledgement of this whatsoever — no mention, no card, nothing. There was also no welcome drink or any gesture of hospitality, which we’d genuinely expected at a property positioned at this level. It’s the kind of small touch that costs little but makes a guest feel looked after, and its absence set the tone. We had booked a suite, and were disappointed to discover it had no outdoor space at all. When we asked whether anything could be done, we were offered a room with outside space — but at a “discounted” upgrade cost of €400 per night, which felt frankly excessive. Throughout this trip, every other hotel we’ve stayed in has happily offered a complimentary upgrade where one was available, so to be quoted such a sum on a special occasion left a sour impression. None of this is to take away from how striking the property is — it’s clear a great deal of thought has gone into the look and feel of the place. But a beautiful building can only carry an experience so far. What stays with you is how you’re made to feel, and on that front we left feeling like just another booking rather than guests marking something meaningful. For the price point and the promise, we expected more heart. A real shame, because with a little genuine care this could have been memorable for all the right reasons.