MELIA HOTELS INTERNATIONAL S.A Reviews 1,015

Such a great time at Melia Punta Cana. The entertainment staff - Jeremi, Jeffrey, Teo, Greylin and Maria were so attentive during our stay. They’d come personally invite us to activities and come check in on our day. They were great and so fun!! The activities themselves were great - coconut oil workshop, hat painting and many dance parties. Restaurants were so yummy and loved the coffee place in the lobby. The area and resort itself is beautiful. Our stay was definitely made better by the amazing staff and entertainment personnel!

Hotel Madrid Chamartín in Madrid, Spain, part of the Meliá Hotels group, was a major disappointment. The property was in unacceptable condition: dirty hallway carpets, dim lighting, broken toilet seat, cracked ceilings, damaged drapes, and a grimy remote control. The pool area, visible from the room, was equally neglected.
After one night, the decision was made to leave and book another Meliá property—INNSiDE by Meliá Madrid Valdebebas—which was clean, modern, and welcoming. That experience reflected the quality expected from the Meliá brand. Unfortunately, the full four-night charge at Chamartín was still applied, resulting in overlapping charges and double payment.
Customer service was contacted and photos documenting the issues were shared, but the response from Caroline P., Voice of Customer Coordinator, was dismissive and made no effort to resolve the matter. Management at the hotel was unavailable during the stay.
⚠️ This property felt more like a rundown hostel than a luxury hotel. The marketing is misleading, and the lack of accountability is concerning. This matter will be escalated to Meliá Hotels International, but in the meantime, this review is shared to warn others not to make the same mistake.

on 11/20/2025 I called the phone number and spoke to a representative and she gave me an email address that did not work. My husband died and I wanted to cancel my fully paid Melia membership. So I can cease all future maintenance fees.

I do find some of these reviews strange. We've been coming here for about five years – and it's now a regular event. The entire family love it. I can't recommend it highly enough. Simply my favourite hotel.

I stayed at the Melisa in Yangon. All the staff was amazing! They were 10 star accommodating. I want to thank the front desk especially Aung and Nanda!
The service was outstanding! I want to thank all the staff outside-Paing, Johnathan and Min Thant Soe. They were friendly and warm. I had a wonderful time. The people in the restaurants were also fabulous and the food was excellent. You could eat at one place and order from both places. The pool was also amazing ! I hope to return soon. It is right next to the Myanmar Plaza as well. You can walk from the hotel to the mall.

Took 90 minutes for shuttle to hotel. Called 3 times for directions to pickup location and all they said was go to location G. We almost got run over by the rental cars until we found the right level. Avoid this place if you are looking for convenient shuttle or front desk assistance

There were hundreds of fruit flies buzzing around the breakfast station all 3 days of our visit, landing on all the bread and meat items.

The towel radiator didn't work at all. And the bed was stained with blood/plasma. Not impressed with the London White House location.

Just arrived, not what I expected cor what I payed. The room which is an upgrade is extremely dated. Dirty walls. The bath is very dirty. The tv does not have one English spoken channel. The net curtain looks as though it has been up for 30 years its very dirty. I am extremely disappointed to say the least.

I was threatened with the police after agreeing to take items off my bill.

Here’s my response:

Hi Maine,

Thanks for your reply, which I find very disappointing and generic. I have run a hospitality business myself and always prided myself on providing excellent customer service and I’m in a customer facing business now.

I wouldn’t normally argue over 100 Euros. My point was that I’d agreed for the amount to be taken off my bill and then was threatened with the police being called by a member of staff who seemed to take the whole episode personally and publicly made me feel small.

Your compensation offer was derisory. I do not accept it and have no intention of staying with you again, which is very disappointing as it was a much needed break at a time of stress for myself and my wife, which has now been spoiled. I hope that, even though you feel that you have covered yourself in terms of any liability in this respect, you are humble enough to learn from your mistakes.

Respectfully but very sadly,

Sean Titley

Encouraged to join Meliá rewards and book direct for best prices. Booked with hotel and when I check current prices it is half what I paid. Not interested in amending price or goodwill gesture as I was looking to book further nights.
Will never use chain again. Genuinely feel cheated out of money. Abysmal service.

We stayed 5 nights at Gran Meliá Palacio de Isora, booked through Jet2 for £3,298 all-inclusive. Unfortunately, the reality fell far short of the “luxury, tailored experience” they advertise.

Our first room had cockroaches in the bathroom and mold around the door frame. After repeated complaints we were moved to another room at 1am — not exactly a stress-free start.

The “All Inclusive” package is misleading and limited. Many restaurants aren’t included, poolside food is not included, and the drinks list is restrictive. For example, we couldn’t order a simple Martini cocktail despite both ingredients being on the inclusive list — the staff told us they could only serve them separately. Drinks listed as “included” (like Martini Rosato) were not available, and alternatives suggested by staff were later refused because they “weren’t included.”

Service was equally disappointing. While using a Bali Bed we reserved, we pressed the service button and waited over 2 hours with no response, eventually having to chase staff ourselves. Another guest was complaining about the same issue at the desk. When someone finally came, there was no apology — we were told staff were “on lunch.” A manager we spoke to was blunt, dismissive, and told us we were “only all inclusive guests” and could go elsewhere if we weren’t happy.

The Guest Experience team later apologised and offered partial reductions on some charges, but refused to fully clear spa charges because they considered it an “external business.” Even after negotiation, they only agreed to reduce these by 50%. Considering the price we paid and the poor service we received, this felt inadequate.

The location and design of the hotel are stunning — the building, views and potential are all there. But the experience is undermined by poor service, unfriendly management, and restrictive policies that make the “all inclusive” feel anything but. We saved for over a year to stay here, and left feeling let down and frustrated.

I wouldn’t recommend this hotel to anyone expecting true luxury or value for money.

❌ NOT A HAPPY CUSTOMER ❌

As a loyal Meliá guest, I feel completely let down and used.

I’ve had to chase the hotel (again) for answers about the shocking situation at Paradisus Fuerteventura. No honest response. Senior managers I contacted privately admitted the hotel is a mess in all areas.

So why is Meliá still charging me thousands of euros for a holiday they know they cannot deliver? That’s not just bad service – it’s a breach of trust.

This year alone, 3 of the 6 Meliá hotels I’ve stayed at (including Level service) have been below standard – 5/10 at best: Lanzarote, Athens & Vienna.

I’m now seriously considering cancelling my 6 future bookings and ending my Circle by Meliá membership.

👉 Loyal customers should not be treated with contempt by a company that clearly values profit over people.

#Melia #CustomerService #HolidayFail

Although I mentioned that my daughter has a birthday when she arrives, they didn’t help to organise a birthday cake or sth. else. Unaccaptable to reach out hard via email for the business area and ignoring the email after seeing that.

Melia hotels use Melia Escapes and in turn Logitravel to manage their package bookings.
We had and continue to have a nightmare with this so, I can only say, don’t use this service and the hotel package option.

Our booking was for a trip in May and we remain out of pocket by €105.51 and only have offer from Melia to address this, which was less than this and with no consideration or recompense of the impact caused.
Why would we accept less than we have had to pay ? Equally, I am shocked that this is the level of service that you would deem is acceptable and would aspire to.

As there are medical considerations and high anxiety around travelling, much is always planned and booked in advance to ensure smooth outcomes. It is fair that issues arise, but these should be managed much more professionally and these issues seem to be fully as a result of issues from Melia.

On arrival at the Lanzarote airport, we had a very speedy passage through customs and bag collection, which was great as there were flight delays – which often happen. We were essentially the first off the plane and through to collection. However, we could not find a driver for the agreed transfer. I called Melia and was informed they would check to see where the supplier was. A time later, I called again to seek an update and was told first that transfer information would have been sent to my WhatsApp. (That is a bit of an assumption that I would have WhatsApp – luckily I do). But there was and are no communications there. I was then told to go “upstairs” (which is for departures) and “someone” would tell us where transfers would be. I asked the info desk and apparently these are to the right of the building, but we asked all the people parked there and no-one had a clue what we were asking about.

I called Melia again and now was told that the transfer had been cancelled. No-one knows who and why, but the transfer was now not going to happen. I should take a taxi and this would be refunded at some point.
We joined the now VERY long queue and did eventually get to the hotel. But very much later than planned and we had to cancel our booked arrival dinner.

Given the issues , I was very concerned of any repeat for the return trip. I called Melia on a couple of occasions to confirm this and was offered reassurance that all would be well and it was repeatedly verified and an additional voucher sent with full details of the transfer. At 1400 on the day of departure, as this could not be checked earlier, I looked to validate the booking using the link, only to find this had been cancelled.
I called the provider, as instructed, and they informed us that the booking had been cancelled by the travel company, Melia Escapes. I guess you can imaging our further frustration. I arranged a local taxi to ensure we made the flight on time.

This email for customer service at meliaescapes @ l ogitravelgroup works but you often get emails from customerservice @logitravelgroup which does not allow response to them, which adds to the frustration as you can imagine. However, if you call Melia Escapes customer service on +442030363706 then you get to a friendly and supportive team for the first call. But they can do nothing other than pass to the claims team, who NEVER respond / call back or seem to care and you cannot escalate to a manager, as they are “not there” or cannot be contacted and an often offered call back or email from “Maria Joel” (if that is the actual manager) simply does not materialise.

We are now moving towards September. I have called Melia on a weekly basis and still have no resolution.
BE AWARE, BE WARY AND FIND BETTER OPTIONS. Meila Escapes simply show no customer care at all.
I am shocked that this is the level of service that you would deem is acceptable and would aspire to.

I have tried 5 times to join Melia rewards at the end of the form I filled in ,there is a problem with the website .The chat does not work and although I try to complain nobody gets back to me. I may just cancel my 2 week holiday.

Dear Meliá Customer Service,
I am writing to share detailed feedback regarding a recent stay at Paradisus Princesa del Mar – Royal Service in Varadero , as part of a wider trip across Cuba where we stayed exclusively at Meliá properties. Unfortunately, our experience at this particular resort was deeply disappointing and fell far short of both our expectations and the consistently high standards we encountered at your other hotels.
While many of the issues we experienced were tangible and easily verifiable — from delayed check-in, lack of cleanliness, non-functional butler service, no hot water for two days, and poorly maintained facilities, including outdoor furniture, gardens, and pool areas — the most striking failure was the overall feeling of neglect and lack of hospitality throughout the Royal Service experience.
For example:
• Upon arrival (which coincided with my birthday on July *), no effort was made to acknowledge or celebrate the occasion. (simply happy birthday would suffice – attention to detail is free & expected in a luxury establishment)
• During our five-night stay, bed linens were never changed, and towels were only partially replaced after multiple requests. (I am there was an unexpected delay with the towels delivery, I suggested pool towels would suffice to prevent delays getting showered for dinner, I was assured a few minutes more, an hour passed & we were still without towels to shower before dinner)
• When presented our room by the butler, the private garden area was clearly in a poor state, a discarded plastic glass on the grass immediately visible to all was not removed by the butler, the palm branches protruded blocking the path to the pool & at the other side half of the day bed. (They could be pushed aside to pass but it was not possible to permanently move the obstruction without attention from a gardener)
• The butler service did not respond to either of our calls for assistance.
• Despite the resort being nearly empty, the daybed and loungers were unusable due to damage or overgrown foliage, and walkways remained obstructed throughout. (It seems inconceivable that inspection of the room would have confirmed the loungers were of acceptable standard & that given the barely occupied resort, serviceable loungers could not be found elsewhere)
• A hazardous, broken tile area outside our room was visible and never addressed.
• Pool maintenance was poorly scheduled, with grass trimming immediately following cleaning, leaving it dirty for the day.
Initially, I tried to justify these shortcomings by considering the broader logistical challenges in Cuba. However, after reflecting on our stays at other Meliá properties during this same trip — all within a span of a week — it became clear the issue lies specifically with management and operations at Paradisus Princesa del Mar Royal Service.
To provide contrast:
• INNSiDE Habana Catedral (Booking Ref. *) was a flawless one-night stay, professionally managed with immaculate facilities and attentive service.
• Meliá Cohiba (Booking Ref. *) was exceptional. Despite only staying one night, staff went out of their way to recognise my birthday with a thoughtful in-room gift: a bottle of Havana Club rum, chocolates, and a handwritten note. This simple gesture had a huge impact and restored my trust in the Meliá brand.
• Just last year, we spent five nights at Meliá Habana, which was also faultless and exceeded expectations.
What these properties have in common is consistency, genuine service, well maintained, and attention to detail — all elements sorely lacking at Paradisus Princesa del Mar. Ironically, while Royal Service is promoted as your most premium offering, it delivered the weakest experience of all. It felt like overhyped branding masking substandard delivery.
By the end of our stay in Varadero, I felt relief to be leaving (At this stage I had no desire to ever return to Cuba) — a sentiment no guest should feel after staying in a property meant to offer luxury and rest. The experience that was meant to be a celebratory birthday trip became a week of frustration and disappointment.

We had a booking at Melia Ba Vi just as Tropical Storm Wipha was forecast to hit northern Vietnam. With heavy rain, strong winds, and falling tree branches already making Hanoi unsafe, we made the responsible decision to cancel for our own safety. We were scheduled to return to Hanoi on July 22, but worsening conditions meant we could have been stranded or seriously at risk.

Despite this, Melia Ba Vi refused to offer any refund, instead sticking stubbornly to their policy — even in the face of an active tropical storm. Their only "offer" was to reschedule before August 31 or transfer the booking to someone else — neither of which is viable for international guests.

This showed a shocking lack of empathy and ethics. Even other hotels, like Pan Pacific Hanoi, acknowledged the storm’s danger and supported their guests’ well-being. I’ve posted their letter as proof — yet Melia chose to ignore both the warnings and the real risk to human safety.

Thankfully, Agoda stepped in and refunded me out of their own pocket — not Melia. That says everything you need to know. If you're booking Melia Ba Vi during storm season, be warned: they will put their bottom line before your safety.

AVIOD Melia Palma Bellver Palma City
Our Celebration break was ruined as our upgrade to a Seaview Room was not given and we had no sleep for 4 days. We were not the only guests to complain and yet we were all ignored by Reception room allocation and Security regarding bad behaviour throughout the hotel by young guests.
So avoid as you will get NO SLEEP due to the 24 hour party antics of other guests who are out of control and allowed to run mayhem 24 hours, and any paid upgrade will be ignored and not honoured. APPALLING TREATMENT OF GUESTS.Reception accept no responsibility for customers request and dishonor any payment made. We received Room 1012 10 floor facing a Brick Wall. Our invoice clearly printed Seaview Room yet not acknowledged at reception. We complained. Another room 521 5th floor and again this was facing a brick wall,occupied and the guest was in the shower. Reception gave no apology.Another key this time Room 531 a grubby corner room with no sunlight,dated and lots of footflow by the lift. No we could not have another room. Reception refused. Yet we paid for a Sea View Room.However if you work for an airline,arrive to the Melia Palma Bellver in your uniform you will receive the best rooms with Seaview. Melia Palma Bellver Palma City does discriminate other guests. So save your money and go to another hotel where customer service is a priority.
You will also get NO SLEEP. Security allows younger guests to 24 hour parties day and night, shouting,mis behaving and out of control. Security allows this to happen throughout the day and night. If you telephone during the night as we did to complain to security due to the noise you will be
ignored.
Our Celebration 4 days break was the holiday from hell. No seaview Room. No sleep.
Our upgraded paid for Seaview Room ignored.
Our complaint regarding noise all day and all night was ignored by Reception and Security. We were told by reception they are young,they are noisy what do you expect.
If this is the case we as guests expected a Seaview Room and 4 nights to sleep. We didn't get a Seaview Room and No Sleep. Refund expected.
Melia as a brand has no consideration regarding guests upgrades and honer to provide noise free night to sleep.
Melia was a brand with high expectations but is only keen to take your money and not provide you with your product.
As to Marina N voice of Customer Coordinator you have ignored our complaints.There was no misunderstanding regarding our room.Reception was adamant in ignoring our request written and verbally upgrade paid for to a Seaview Room.Our room needs were ignored.Reception did not discuss this with us and refused.
As to security there were no Security visible to maintain control and ensure a peaceful environment. Bad behaviour from younger guests was tolerated and ignored.
We were not alone in our complaints regarding the Melia Palma Bellver Palma City. Read TripAdvisor for many more complaints during our stay are all negative- no sleep due to noise created by younger guests and ignored room allocation.
Palma City is full of fabulous hotel but advise against the Melia Palma Bellver Palma City.
As for us our Celebration holiday was a disaster. We expect some acknowledgement and compensation for our stay no sleep and nota sea view room.
The Melia brand representing the Melia Palma Bellver Palma City -It is easy
enough to express failure. We expect a gesture of goodwill to compensate for your failure.

I am deeply disappointed with my recent experience at INNSiDE Barcelona Apolo and Meliá Hotels International’s handling of our situation. My wife and I faced an incredibly distressing ordeal due to Meliá’s rigid policies and systemic failures, which ruined what should have been a straightforward stay.

Due to a personal emergency, I couldn’t travel, but my wife arrived at the hotel for our pre-booked reservation. Despite pre-checking in online, she was denied access to the room because I, the account holder, was not present. While I understand the non-transferable policy, the complete lack of flexibility or empathy from the front desk staff left my wife in tears, forcing her to book alternative accommodations during an already emotionally challenging time. To make matters worse, we were unable to contact the hotel or call center directly due to what we were told were technical issues with their phone system—an unacceptable barrier to resolving the issue in real time.

The absence of on-site management to address this situation only compounded our frustration, and the offer of a new booking at a higher rate was neither practical nor compassionate. Additionally, we were double-charged the city tax for a stay we couldn’t even use, which feels unjust. Although the tax was later refunded, Meliá’s refusal to refund the non-used reservation, citing their policy, ignores the exceptional circumstances and their own operational shortcomings.

Their customer service response, while polite, was dismissive, claiming no issues with their phone system and defending their actions as policy-compliant without addressing the emotional and financial impact on us. This experience falls far short of the “high standards” Meliá claims to uphold. I strongly urge potential guests to reconsider booking with Meliá, as their inflexible policies and poor communication can turn a difficult situation into a nightmare. We are still seeking a full refund and meaningful accountability, but so far, Meliá has shown little regard for genuine customer care.

I have this 2 star because I think it is a 2 star hotel. I only slept & ate there. Rooms very dated . Restaurant terrible pork steak nearly every night & you have to wait for it being cooked.veal every other night tough & overcooked. Seen chicken once . Never seen a prawn . Breakfast wait for eggs every morning cant keep up with femand. Coffee luke warm . I stayed here 7 year ago it was good food .honestly gone down hill