Ombudsmannen
Couples · October 20256/10
This is a new Melia hotel, opened in the spring of 2024. We came from The Level at Melia Sky hotel in Barcelona to Lloret de Mar. We had a booking at the Level, including breakfast and dinner, which w...This is a new Melia hotel, opened in the spring of 2024. We came from The Level at Melia Sky hotel in Barcelona to Lloret de Mar. We had a booking at the Level, including breakfast and dinner, which was made in the beginning of the year. A week before our check-in date we got the following message from the hotel.
"We are reaching out to inform you, unfortunately, that due to reasons beyond the hotel’s control, our Private Lounge — previously known as The Level Lounge — will no longer be available starting October 6th.
We hope this change will not affect the rest of your experience with us. In recognition of your membership and as a token of our appreciation for your understanding, we are pleased to offer you the following exclusive benefits during your stay:
• Free parking throughout your stay
• One entry per person per stay to access our YHI Spa circuit
• Late check-out until 2:00 PM (subject to availability)"
I answered the Guest Experience Manager Fran Nieto who had signed the e-mail, and Francisco Manuel whose name also mentioned. I asked why they sent the information a week before our check-in? The hotel must have known about not having a Lounge service for weeks, if not months before. However, I did not get an answer! Everybody knows that you usually don’t get any good deals a week before check in. Because of this I think that most people won’t cancel, even if the reservation category would allow, like ours.
Everybody who has booked a stay with a higher category, which includes a Lounge service, knows that free parking and a visit to the spa do not cover for not getting the lounge service. Those would have been sufficient as a positive gesture for not providing the Level service, for which we also paid for. An upgrade to a suite would have been a positive and welcomed gesture. I learned that the value for one hour visit at YHI Spa is €10/pers. The cost for the hotel parking is €21/day. At hte check in we got 4 drink coupons/person, for a five days stay, very generous. I got however some more coupons, when mentioned that with the lounge service you can drink softdrink, coffee, beer and wine, throughout the day, not to forget the snacks etc.
Arriving by car the first impression was not the most positive. Because the building is old the drive to the parking garage is very narrow and curves are tight. The cars we drive today have grown significantly during the past 60 years. The garage itself is very dark even if all the lights are on. There is no lift from the garage! You find a narrow staircase leading up to the court where you find the main entrance. This needs significant improvements if you want to be a 5-star hotel!
The Level room with sea view, which we had booked, was nice and spacious. Also, the bathroom is spacy. The shower is in the bathtub, which we don’t like. We feel that a five-star hotel should have a separate shower space. I am aware the shower is not one of the star rating factors for a hotel, but still. At his hotel I mention the same issue as with th Level at Sky Barcelona: The Nespresso coffee machines are not properly cleaned.
The breakfast was OK, but nothing to brag about. Compared to the Level Sky hotel in Barcelona, from where we came. This is another world, difference night night and day, and here we have the night.
The quality of the dinner, wich was included, was the worst we remember having. Still a long way to go to a restaurant at a five-star hotel.
The most positive thing about this hotel is the personnel. They were always very positive and helpful. They did everything within their capability (and tools given). We felt pity for the persons serving the dinner. They knew that the guests were dissatisfied with the quality, but they could not do anything abou it. Many thanks to David for serving us in the restaurant, and Aminata at the reception.Show More
