Meliá Zahara Resort & Villas

We booked a Family room, clearly listed for 3 adults and 2 children. When we got there we were told to pay 50€ more per night per child.

Another summer we as a family repeated our stay in this hotel. I need to share this to complain on the hotel measures on lost items in the room. One morning I left my headphones on the bed. The cleaning service made up the bed and took the headphones with the bed sheets. I claim the incident and the hotel took a look in the laundry for 2 days. The day of check out, Mr Gilberto Castro, Customer Experience Manager, attending my claim told me that they will keep searching in the laundry and in the case these are not found the hotel will replace them to me. Therefore, words of Mr Castro; please send me the model and photos of the lost headphones for the replacement in case those do not appear. I did, 1 week later I received the message from Mr Castro that unfortunately the headphones did not appeared and that due to the hotel policy it is not possible to the replace them back. This is a contradictory message Mr Castro provided to me and its my main complaint. Through this message I claim not only my lost headphones but the lack of commitment of Mr Castro and Melia hotel he represents. What happened? He was not aware of the hotel policies ? Why to say smtg that he knew that was not possible to commit? Therefore, last but not least, in this hotel take cae of your belongings and if you have the opportunity to deal with Mr Castro, don’t believe him a word. Sad this good hotel brand trust strategic positions as Guest Experience Relations to such unprofessional workers. Never again … so easy to lose a client for this bloody hotel. Btw the night show sucks, dont lose your time there. Headphone cost 270 Eur. Otro verano que nos quedamos en este hotel. Quiero compartir mi mala experiencia y quejarme de las medidas del hotel respecto a la pérdida de objetos en la habitación. Una mañana, dejé mis audifonos en la cama. El servicio de limpieza hizo la cama y se llevó los auriculares con las sábanas. Reclamé la perdida y el hotel revisó la lavandería durante dos días. El día de mi salida, el Sr. Gilberto Castro, Gerente de Experiencia del Cliente, atendió mi reclamación y me dijo que seguirían buscando en la lavandería y que en caso de no encontrarlos, el hotel me los reemplazaría. Por lo tanto, el Sr. Castro me pidió que enviara el modelo y las fotos de los auriculares perdidos para reemplazarlos en caso de que no aparecieran. Lo hice, y una semana después recibí un mensaje del Sr. Castro diciendo que, lamentablemente, los auriculares no habían aparecido y que, debido a la política del hotel, no era posible reemplazarlos. Este mensaje del Sr. Castro es contradictorio y es mi principal queja. Mediante este mensaje, reclamo no solo la pérdida de mis auriculares, sino también la falta de compromiso del Sr. Castro y del hotel Meliá al que representa. ¿Qué ocurrió? ¿Desconocía las políticas del hotel? ¿Por qué decir algo que sabía que no era posible? Atencion!: en este hotel cuiden sus pertenencias que dejen dentro de la habitación. Si tienen la oportunidad d

We have been coming to the Melia Atlantean for 6 years. The location is the main attraction, direct beach access and a 3km walk into Zahara. Our children have out grown the kids club, of which the staff and attention was always excellent. We have a family room which either two separate rooms and a joint bathroom has always suited us perfectly and the cleaning staff are great. Being platinum members we also have Level access. In the past we have enjoyed this immensely as we appreciate the quiet area to relax during the day, breakfast service and evening drinks. However this year it was disappointing to learn upon arrival that the Level lounge now closes at 8pm ( we were asked (told) quite firmly to leave at 7.50pm ) as it is now used as a restaurant after this time. We love to enjoy playing games with our family before dinner so now have to go elsewhere to do this. Also the website mentions having a cocktail whilst the sun goes down - the cocktail hour has been limited to 5-7pm and the sun goes down at 9pm … again not ideal! There used to be live music and a cocktail of the day but this has also mowed gone. The tapas in the level also much poorer quality and offer than previous years with no food information at all provided about the ingredients. The reception staff in the level were not very friendly this year either absolutely no special mention of it being our 6th year as loyal guests … the level room welcome was 2 bottles of water & sweets which are free at dinner - why bother ! A bottle of thank you cava might have been more appreciated. Check your in/ out was poor. Check in no drink offered ( not even water ) after a long drive and we had to get our own trolley for luggage- question - why is there only one staff member managing check in / out when there are at least 3 others wondering around … many guests complained to each other about this. At Check out it took 35 minutes to have our luggage brought from our room - response from staff was that they are at full capacity as it was our fault. Customer service manager very dismissive and no apology - question what is his role ? So sadly not a good idea experience with the level this year and I don’t know if we will make it to 7 years.