4/10 Buruk
Julissa
Bepergian bersama teman
28 Okt 2025
Disukai: Kondisi & fasilitas properti
Tidak Disukai: Kebersihan
As a frequent traveler and long-time admirer of the Meliá brand, I must say my recent stay did not meet expectations, especially after upgrading to The Reserve, which I believed would offer a superior experience. Our luggage took nearly three hours to reach the room, which upon arrival was not properly cleaned: there was paper left in the bathroom, no slippers, and missing towels. When we asked for replacements, we were told the hotel was full, which is unacceptable for a premium service. Thankfully, Kelvin, our concierge, personally ensured we received the missing items and provided exceptional support throughout our stay.
The promised amenities (a bottle of wine and cookies) arrived late, and overall communication from some staff lacked the warmth and professionalism I associate with Meliá. Yoga sessions were limited, and the Friday class was canceled due to rain without any rescheduling. Despite these issues, the restaurant staff were excellent, always kind and attentive. However, I noticed no real distinction in the premium beverages included with The Reserve.
Heavy rain also caused hallway flooding, nearly causing an accident. While I understand the circumstances, it highlighted a lack of preparedness. In the end, aside from Kelvin’s service, the upgrade added no real value the room design was identical, and the experience did not justify the price. I hope management reviews these gaps so The Reserve truly reflects the quality Meliá represents.
Julissa
Menginap 3 malam pada bulan Oktober 2025