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Reviewed 12 April 2021

Definitely worth a stay! Best breakfast I ever had in a hotel. Pool and staff absolutely amazing, they answered to every little request we had right away. The cocktail hour in the garden is a very nice touch to the overall luxury experience.

Date of stay: April 2021
Trip type: Travelled as a couple
Thank lisackirchner
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro Naranjo Molina, Otros at RedLevel at Gran Melia Palacio de Isora, responded to this reviewResponded 12 April 2021

Dear guest lisackirchner,

Firstly thank you for choosing Gran Meliá Palacio de Isora and thank you again for sharing your feedback with the travelers of TripAdvisor.

We are glad to know that you have enjoyed a pleasant stay with us. We place great importance in providing our guests with great experiences so we truly appreciate your compliments on our facilities, pools as well as on our gastronomic offer.

We are looking forward to welcoming you again soon.

Kind regards,

Alejandro Naranjo
Guest Experience Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 March 2021

Spent 5 nights relaxing in February 2020 (pre Covid) at this lovely hotel.
Red Level better for couples as family groups are well served in the connected main hotel.
B&B more than adequate as the short walk into Alcala, after "happy hour" complimentary drinks and tapas", opened up a good selection of bars and restaurants.
Drove to the hotel and left the car alone until we left!
Had booked a return visit for April 2021 but sadly cancelled in line with UK travel restrictions. No charge from booking made directly with Melia (unlike the Villa we booked through Airbnb where a refund was refused - expensive mistake).

Room tip: Sea View is of course lovely. Our room had a Jacuzzi bath on the balcony - good fun!
Date of stay: April 2020
    • Value
    • Cleanliness
    • Service
Thank 777charnic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro Naranjo Molina, Otros at RedLevel at Gran Melia Palacio de Isora, responded to this reviewResponded 4 weeks ago

Dear guest 777charnic,

Firstly thank you for choosing Red Level at Gran Meliá Palacio de Isora and thank you again for sharing your feedback with the travelers of TripAdvisor.

We are delighted to know that you enjoyed a pleasant stay with us, since we strive day by day to keep improving and to provide our guests with unique and memorable experiences.

We are looking forward to welcoming you again soon.

Kind regards,

Alejandro Naranjo
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 January 2021

We came around in the middle of January and stayed at Redlevel. At this time around, Hotel did not have many guests, thus only two restaurants were active - Oasis and Sea Grill. Products were good quality, quite few seafood dishes, exquisite presentation, served in fine crockery - all fitting luxury class hotel criteria. Regarding the food taste, in our dearest opinion food was lacking some taste, chefs should pay more attention to kitchen's work.

Rooms are large, spacious, the layout is comfortable , however the bathroom requires more light. Repairs were done awhile ago. Mattresses are comfortable and bedding is good, the hotel provides pillows menu.

Hotel's territory is very large, an abundance of greenery which is reminiscent of Asia. Redlevel has a calm environment, swimming pool water was heated, and up till 6 p.m you are welcome to treat yourself to coffee and snacks in the lobby bar. Throughout the day you can get water, coffee and tea - was very convenient.

Next to the hotel, about 50 meters away there is a little bay with access to the ocean, swimming there is allowed. Walking across the bay there is a coastal path leading up to Los Gigantes which was about 3 km, an ideal path for a jog. Hotel borders a town of Alcala, full of cafes, shops and beauty salons.

Overall Hotel's service is good, the staff is accommodating.

Room tip: ocean view is recommended
Date of stay: January 2021
    • Location
    • Cleanliness
    • Service
1  Thank jurateg2021
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro Naranjo Molina, Otros at RedLevel at Gran Melia Palacio de Isora, responded to this reviewResponded 23 January 2021

Dear guest jurateg2021,

Thank you for choosing Red Level at Gran Meliá Palacio de Isora for your holidays and for the time taken to let us know about your recent experience through TripAdvisor.

It is always wonderful to read such positive feedback, which serves as a great motivator to our team. It shows them that their passion and efforts to provide exceptional service are appreciated by those who receive it. Also you may rest assured that we will forward your kind compliments about our service of excellence to our team, who will be glad to receive them.

We are looking forward to welcoming you again soon for another amazing stay with us.

Kind regards,

Alejandro Naranjo
Guest Experience Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 January 2021 via mobile

We stayed at the Red Level hotel for 1 night. The hotel is spectacular with lush gardens, many pools and the most welcoming staff ever. The current Covid restrictions make things challenging but the team still truly are at your service and just strive to make your stay the best. The butler even prepared a wonderful bubble bath on our balcony with hibiscus flowers and candles. Special shout-out to Ronald, Gala and Mohammed who go the extra mile to make your stay memorable. We’re looking forward to staying again soon!

Date of stay: January 2021
Trip type: Travelled as a couple
Thank O562IQelizabethg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro Naranjo Molina, Otros at RedLevel at Gran Melia Palacio de Isora, responded to this reviewResponded 15 January 2021

Dear guest O562IQelizabethg,

Thank you for choosing Red Level at Gran Meliá Palacio de Isora for your holidays and for the time taken to let us know about your recent experience through TripAdvisor.

It is always wonderful to read such positive feedback, which serves as a great motivator to our team. It shows them that their passion and efforts to provide exceptional service are appreciated by those who receive it. Also you may rest assured that we will forward your kind compliments about our service of excellence to our team, who will be glad to receive them.

We are looking forward to welcoming you again soon for another amazing stay with us.

Kind regards,

Alejandro Naranjo
Guest Experience Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 January 2021

We made the mistake to reward ourselves a Christmas gift by booking 2 nights at RedLevel a DeLuxe room for over € 500,00 per night (included a discount of 20% on promo code).
Being Residents in Tenerife, it is not something we would normally do, but with the pandemic and 22:00 curfew we felt it might be entertaining.
We had emailed the reception prior to find out if there were any restrictions at all, we were informed that other than the curfew and a 2 meter distancing policy there were none.
We had great expectations from the 5+ star accommodation.
Check-in was smooth enough, but getting to the room it started to go wrong.
The room is very dated and not very big, not what you might expect for € 500,00 per night, old tv on the wall (not even Smart, no internet/wifi).
Toilet and shower are tiny with a phone in the toilet placed in a spot where you would not want it.
Then we checked out the tv, we were looking forward to watching the Christmas eve show on the BBC channel.
To our surprise there were no International channels at all, this not what you expect at this level.
We reported the problem to reception who said they would send a technician, knowing full well that it was not a problem in the room, but the whole hotel had no International tv signal.
They assured us they would get it fixed, by late afternoon there was still no signal and we went to reception once more, to be told that the whole team was working on it.
Breakfast and dinner was included in our stay and as we were advised to book a time on arrival we had booked restaurant Pangea for Christmas dinner on advice of the reception manager.
It was not good weather and all dining is taking place on covered terraces exposed to the elements so it was not very comfortable.
There was a set menu which to our surprise consisted of a fish appetizer, a fish starter and a fish main course followed by a pork dish.
There was no choice between courses, one of us likes fish the other does not so we did not understand the menu choice at all.
We did eat our food and it was presented well, but lukewarm on cold plates which made it a bad experience.
Staff was nervously hopping about everywhere not seeing a thing, not at all how it should be at this level, where you do not see staff, they just there when you need them.
When ordering a glass of wine at the start of the dinner, the waitress poured such a small amount in the glass that we had to call her back and asked her to correct it which she did.
However, when ordering a second glass the exact same thing happened and again we had to ask for it to be corrected.
Drinks are not included and a glass of wine costs € 5,00 surely you can expect a normal measure of wine, just like the tables around us.
No excuses were made!
We went back to reception to find out if the tv channels were on, but we were informed they were not.
At this time I complained about this fact and the poor dinner and indicated that we were not enjoying our stay and were contemplating checking out.
We went to the room and ended up playing games on a mobile phone.
This was Christmas eve for us.
Nothing in the room or the entire hotel makes you feel it is Christmas, including the dinner.
The next day we went to the pre-booked breakfast.
It was windy and there was no buffet service so you had to order from the waiters.
There was plenty of staff about, but again all running about nervously not seeing anything.
When we finally got to ordering breakfast we were already cold from sitting in the wind.
We ordered bacon and eggs on toast and coffee (with sweeteners).
The toast came first in the form of a chunk of whole wheat baguette, so we asked once more for toast, it came in the form of 2 slices of warm integral bread.
The coffee came, but without sweetener, we had to ask 3 different waiters to bring the sweetener which eventually came when the coffee was cold.
We ordered a second cup which we had to ask twice for.
We then left as the gusts of wind were getting to strong to sit out there comfortably.
On our way back we went passed the reception to see about the tv channels and they said they were still working on it, somehow, it being Christmas day i did not quite believe that.
On arrival we had also booked the Spa of which we are both fans having lived in a country where every house has a sauna.
At 14:00 we went to the spa where we enquired about the type of sauna and to our surprise we were informed that the sauna and jacuzzi were not open due to Covid.
This is exactly what we had enquired about prior to staying at the hotel.
Had we been informed that this was the case we would have cancelled.
I went to the reception once more and informed them we would not be staying that night as we would be far more comfortable in our own home.
We had booked the Oasis restaurant which 2 hours prior to us having dinner showed a set menu online, with choices, but on arrival it turned out to be a la carte.
We ordered our meal (not everything was included in the RedLevel stay) and it was pleasant enough although I question the menu choice and the level of cooking skill, not 5 star!
Then came the bill, wrong, too many drinks on it.
We asked the waitress to correct it, it came back, again wrong, still to many drinks on it.
So after 3 times they got it right, amazing how a 5 star hotel has waitresses using scrap pads to note the drinks and food, even our local back street bar uses handheld pos devices.
So it was time to check out, we had already put our luggage in the car so we only needed to pay the bill for drinks at the reception.
Upon scrutinizing the bill I noticed a item that I could not place, it was supposed to be a drink we had in a bar we did not even know where to find.
When telling the reception manager he proceeded to go through each and every docket from that bar and of course could not find it but charged us anyway, by this time I had enough and it did no longer matter because I had decided to claim a refund as non of it was as promised.
I had already written that I would do so by email and followed it up with more or less the above once we were home.
The hotel director was very sorry that we not had the experience we were hoping for, but in no way apologetic for all the mishaps and offered us an upgrade when booking again with them.
An upgrade to what, the same level we were in already, what a slap in the face.
We demanded a refund and then put a figure of 50% on it.
Every email i sent got answered with a lengthy reply from the experience manager who also found it necessary to call me in person to explain once more their point of view, despite the fact I straight away told him I would prefer to do things in writing.
He insisted to speak, constantly interrupting me, quite unusual for someone supposedly trained to deal with guests at all level.
The final result was that the hotel stood by their offer of an upgrade on a future stay and would not refund a cent, the reason being we had stayed till 9 pm on the night of departure.
Total disregard for the extreme poor performance on a multitude of occasions, not an apology in sight.
Our recourse is to file a formal complaint with the consumer office, a process that takes over a year so we decided to give them the worst public review hoping that some people read this and stay away from this highly overrated superficial place that should not have 5 stars at all, not in any department!
Goes without saying we will never set foot again in any Melia hotel anywhere in the world.

Date of stay: December 2020
    • Value
    • Rooms
    • Service
3  Thank TenerifeHolidayRent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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