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All reviews red level royal suite private beach pool service bali beds nespresso machine puerto portals a short taxi ride five star hotel sea view palma bay small cove wonderful hotel infinity pool peace and quiet hotel grounds relaxing break
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Reviewed 23 September 2018 via mobile

We booked this hotel for our stay based on previous good reviews and the fact it was adults only. In the end, the only good thing about the hotel was that it was adults only. We did not have dinner during our stay preferring to try restaurants in Palma, and every evening was an issue getting a taxi. We would have to wait at least 30 mins and once over an hour with the reception filled with people waiting for taxis. In addition, while there were several helpful members of staff, service around the pool was awful and frequently rude. One afternoon we went to order ice cream and after standing for 5 full minutes at the empty bar without the waiter even acknowledging our presence (even though he had clearly seen us) my husband said “excuse me, we would like to order ice cream”. The waiter looked up and very rudely told us he would serve us in a minute when he was done.

Another day, we were using the sun loungers when an umbrella was knocked over by the wind and almost injured another elderly guest. My husband stood up to help remove the umbrella which was broken after the fall, and a waiter watched him do it and did not do a single thing and no one came to move the broken umbrella after we pushed it to the side. Most definitely not a 5 star experience at all, my advice would be choose another hotel.

Stayed: August 2018, travelled as a couple
3  Thank veeee2018
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EstherV2186, Director de Relaciones con Clientes at Gran Melia de Mar, responded to this reviewResponded 24 September 2018

Dear guest,

First of all, I would like to send you regards and our appreciation for having chosen us during your stay in Majorca.

I would like to apologize on behalf of our entire team because of your experience was not what you expected. At Gran Melia de Mar, one of The Leading Hotels of the World, we continuously strive to meet your needs and expectations; therefore your feedback is very important to us.

We hope to give you the opportunity to welcome you again at the Gran Meliá de Mar.

Looking forward hearing from you, we remain at your complete disposal.

Best regards,

Esther Villanueva
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 September 2018 via mobile

This hotel is a mixed bag if I am honest.

Rated 5 Star it is in some respects but not in all or consistently. I have a lot of experience of 5 star hotels be they the Savoy in London or 5* in Thailand, Australia or Greece. Unfortunately this hotels staff and experience is a little lacking. I wish I could be wrong as there were some individuals who worked hard to try and meet that standard.

We stayed for 5 nights to get some late summer sunshine.

The Pros

Efficient check in
The room was lovely, well equipped with highly effective air conditioning, mood lighting and huge double shower.
Very comfortable beds in the rooms
The coffee machine is a must for us
Fantastic views from the balcony
Lovely pool
Comfortable sun beds
Some nice food at Bardots at lunchtime with some equally nice wine
Breakfast buffet was extensive and had a late finish at 1100 - you never felt rushed to leave either
There is a bus stop literally outside the hotel door

Cons

Location - the hotel has a lovely position looking out to sea but is in a rather non-descript locality - there is very little in the way of choice of somewhere to go out to eat without traveling - trip adviser named a few places but really was a challenge
Evening meals - best place was across the road - we ended up eating there three times - the choice at the hotel is limited and very expensive for only average food in our humble opinion - happy to pay if worth it
Staff attitude was mixed and not what I would call warm or friendly with the exception of reception but even that was perfunctory
Not once in 5 mornings did we get offered orange juice or a hot drink - which was offered to some but not everyone
The communication between staff was inefficient and often didn’t work
There is supposed to be a rule of no reserving sun beds but it is not enforced at all - you have to get out early and put out your towel - we did get a sun bed but never in a prime location - again the staff don’t care enough about the guests at all in this regard
Service around the pool / gardens was really hit and miss

In summary - we only stayed here as we had so many hotel chain points (it was a free stay) and we needed to recharge our batteries. It was a nice enough break and we really appreciated the lack of children and the better behaved guests but this was not the best position in Majorca or a proper 5 star experience - it’s a four star when working well but the rooms are almost 5 star.

Not the worst experience but not the best - as I say - mixed bag!

Stayed: September 2018, travelled as a couple
Thank FortyEngland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EstherV2186, Director de Relaciones con Clientes at Gran Melia de Mar, responded to this reviewResponded 23 September 2018

Dear guest,

Thank you for sharing your stay with us at Gran Meliá de Mar.

We really appreciate your comments. All our guests reviews are very important for us, that is why we take note of them and do our best every day in order to give the best service.

We are delighted to know that you enjoyed our sea view room and the pool area and we are sorry that our hotel did not reach your expectations. Please, do not hesitate we will forward your comments to the responsible departments.

We would like to welcome you back soon and create a Gran Meliá experience.

Kind regards,

Esther Villanueva
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 September 2018

The previous reviewer has confirmed eloquently in words our feelings about this hotel. What a disappointment. As it is a member of LHW also, higher standards were expected and it should have reflected both the Gran Melia and LWH exceptional brands
The hotel standards are reflected in the quality of the management which sets the example for all the staff. Obviously the management is failing in its duty to the Melia brand and I feel this hotel is living on its past glories rather than in the present time when clients are more discerning and paying for quality both in terms of customer service and duty of care to maintain the quality of a five star hotel.

Try sending your management staff to the Gran Melia Don Pepe in Marbella or the Gran Fenix in Madrid to see how a five star should be efficiently and professionally run and take good note of these hotels where nothing is too much trouble for their clients and they appear happy in their jobs which is reflected in staff professional and courteous attitude to all their guests.

As for the Red Level, what a poor selection of food and snacks. This is the worst example of a Red Level service we have encountered. Again, take note of what is being provided for guests at other Melia hotels. I am hugely disappointed as we always choose the Melia wherever we are in the world if we can - as their quality can always be relied upon. Even in South America and Asia the Melias are of a high standard.
So what has happened at this hotel.?
I can’t fault the rooms which have been thoughtfully designed or the good room service. Some staff were delightful, especially in restaurant red level area, and the main hotel reception were always courteous. The pool staff could do with a lesson in how to treat their guests with an element of respect. And what’s this so called issue with taxis? There’s a taxi rank just up the road to call.
I imagine this review will be answered with the usual platitudes from guest services and nothing will change. But we will certainly never visit again or recommend to our friends.

Room Tip: Don’t bither
Stayed: September 2018, travelled as a couple
5  Thank Member888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EstherV2186, Director de Relaciones con Clientes at Gran Melia de Mar, responded to this reviewResponded 22 September 2018

Dear guest,

First of all, I would like to thank you for taking the time to post your review of Gran Meliá de Mar on Tripadvisor.

It is a great pleasure to read the nice comments about our staff who do their best every day in order to follow our standards. On the other hand, we are sorry that your stay was not as pleasant as wished.

Our principal aim is the full satisfaction of our guests, for these reason we would like you to give us another opportunity.

Please, contact us directly for your next holidays in Majorca and we will provide you with the best of our attention.

Wishing to welcome you soon.

Best regards,
Esther Villanueva
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 September 2018 via mobile

We spent a short break of 4 nights here to meet up with friends.

Our previous stays in Gran Melia/Paradisus Resort Hotels have always offered Red Level exclusivity with a Private Pool, and/or a Private section of the Beach....not here. The RL Privileges are strictly contained within the Hotel.

The Red Level exclusivity is limited to the Top floor, accommodation & the RL Lounge. The same as the Melia City Hotels in London, Paris, Berlin, Rome etc.

In our many experiences with Melia Hotels great emphasis has always been placed on excellent Customer Service, sadly, not within this Hotel. A few, not all, staff members gave off the impression of not wanting to be there. On one occasion asked a bar Tender for an ashtray “speak my colleague outside”, when I said “I beg your pardon?” He replied “ there are ashtrays everywhere” so I insisted that he find one. He disappeared outside, could not find one and returned to produce one from under the bar....go figure.

The wait staff are demotivated, demoralised and do not reflect the Melia Brand. This problem comes down from the top Management. The GM is welcome to contact me direct for detailed information.

In light of the above the Staff members who were exceptional were:
Alan Wong, Juaname (Jamie),Marta (RL) and our room attendant, sorry no name.
It was a pleasure to meet with Esther.

Stayed: September 2018, travelled as a couple
3  Thank Yoshipup
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EstherV2186, Director de Relaciones con Clientes at Gran Melia de Mar, responded to this reviewResponded 15 September 2018

Dear Guest,

First of all, I would like to thank you for taking the time to post your review of Gran Meliá de Mar on Tripadvisor.

We appreciate your comments regarding your stay at the Gran Meliá de Mar and we are terribly sorry that your stay with us was not as pleasant as we wished. Every day we do our best to provide high quality service to our customers.

Furthermore, please let me inform you that we have taken note of your comments about the service given at the bar in order to improve the attention and to follow all the Gran Melia standards.

We really much appreciate your kind comments about the staff you met during your stay. It is always a pleasure to receive positive feedback from our guests because our principal aim is provide you with the best of our attention for make your stay an unforgettable memory.

We will appreciate if you may contact me directly (esther.villanueva@melia.com) next time you come to Mallorca, in order to provide you with the best of our attention.

Looking forward to welcome you back , I remain at you complete disposal.

With best regards,

Esther Villanueva
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 September 2018 via mobile

On the last day of the holiday decide to spend it by the pool.

Ordered two frozen daiquiris which spent 20 minutes to prepare served by unhappy staff. Me and my partner couldn’t taste the alcohol in it and felt it didn’t represent good value at 34euro. This my own mistake because I had ordered a pina colarda earlier in the holiday and had a similar experience.

While at the bar we had our parasol taken (by staff and given to someone else).

Decided to go for lunch and again waited another 30 minutes for a cold club sandwich and fries to arrive.

Overall the hotel is very nice,quiet and generally the front desk and room service are excellent. However we felt the day time service was weak and the food and drinks served during the day below the standard you would hope.

Stayed: August 2018, travelled as a couple
Thank DustyRN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Esther V, Guest Experience Manager at Gran Melia de Mar, responded to this reviewResponded 4 September 2018

Dear DustyRN,
Greetings from Gran Meliá de Mar.
We feel very sorry that we could not fulfill your expectations in this occasion. We always try to make our outmost and satisfy all our guests wishes and preferences.
For this reason, do not hesitate that we will forward your comments to the responsible departments to analyze them and carry out improvement actions in case it would be necessary.
On the other hand, we are happy to know that you have a good memory from the hotel in general.
We hope to welcome you back again and create on you an unforgettable memory.
With our best regards,
Esther Villanueva

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