Elected the best resort of Spain in 2014, the exclusive, award-winning luxury resort Gran Meliá Palacio de Isora is widely considered to be among the best, if not to be the best resort of Europe. It enjoys a fantastic frontline location near Alcalá on the west coast of Tenerife, boasting extraordinary views over the Atlantic Ocean and the island of La Gomera. The spectacular cliffs of Los Gigantes are just 5 minutes away by car. Everything about this exceptional hotel is top level: from the extensive 7,500 m2 pool, the bigest pool into the hotel in Europe, landscape to the fantastic restaurants serving excellent Japanese, Italian, Mediterranean and Iberian cuisine, from the mini-club, teenagers club and entertainment for all ages to the exclusive Red Level adults-only area and the 2,000 m2 world-class Spa by Clarins. This hotel combines a fashionable luxury environment with the impressive nature of Tenerife, the Atlantic Ocean and the lofty Mount Teide, thus creating an unrivalled holiday experience.
Prices in the calendar are based on the cheapest room(s) available and your search criteria
To offer some context this holiday was booked for nearly £6,000 for 1 week off the back of the many good reviews you have received over the years, however, as your more recent reviews echoe the hotel is not living up to these original accolades and there are a number of issues of which are not familiar with a 5 star hotel or even other Melia hotels around the world of which we have stayed in before with and without out children of 4 and 6 years of age.
I believe it's fair to point out what was good about the hotel as its certainly not all bad and the breakfast is plentiful, pools, grounds and rooms are well presented and well kept, along with the facilities and wi-fi for such a large hotel is very good.
Where we found our entire holiday underwhelming and a disappointment was the service throughout and the lack of 5-star expectations and again, I would encourage you to look at the many recent trip advisor reviews that point out the same and how many have suggested they would not return even having stayed with you on numerous occasions.
From the moment we arrived our experience was let down and having spent 9 hours to be with you the welcome was below par and first impressions mean everything...
For the reception staff our check in was a process and onto the next rather than welcoming us to the hotel, offering a drink or evening for us to sit down whilst we fill in paperwork. Perhaps, just asking if we had a safe trip or where have you come form would be a bare minimum.
For the amount we paid I would not expect to eat at a buffet each day but this is what our week involved apart from one night where we managed to book Oasis and to our amazement half the tables were empty. The same for all restaurants on every evening. Our solution with a 4 and 6 year old was to book Oasis or Agave for a late lunch at 3.30/4pm and not eat again so that we could avoid the buffet each evening.
I tried to order lunch around the family pool and was told there was not enough staff and the food would take 2 hours to arrive. Drinks were served in paper cups even though I believe this is for all-inclusive which is again unacceptable for any guest or a good hotel and also for the environment. When I asked for wine in a plastic glass, I was told there were no glasses and id have to go to a separate bar. Not that the staff would replenish, that they expected me to go out of my way and this continued throughout the hotel. Staff appear to go out of their way not to help and this may well be the flipside to being understaffed throughout the hotel. In addition, I would estimate 30% of staff that we walked past said hello which is unheard of for any holiday I have ever been on.
Rather than make this review too long I have listed further observation below -
Serving water with no ice Pool party with closure to a restaurant and blaring music throughout the afternoon. No one clears drinks or rubbish from the pool area Pool staff calling button I tried twice but no one arrived Breakfast cutlery and plates aren't cleared or replenished No sun loungers available yet there are cabanas empty and being charged to sit on hotel room shower has a gap in the door so water leaks all over the floor we were asked to pay for ice in the room Mini bar in the room but no glasses Tea and milk aren't replenished in the room and you expect to charge - An entry level travel lodge replaces these Restaurants open at 7 and lunch from 1. This is supposed to cater for families with young children Cob webs in the bathroom / holes in bed sheets lunch menu is the same as the evening menu in Oasis (unable to try any other restaurants) Staff could be abrupt and rude especially where busiest around the pools.
To end our holiday and I hope the above paints a picture of how this was not a five-star experience again no one at reception even asked if we had a nice stay or if they could book us a taxi.
To summarise, this trip was underwhelming and below what is expected.
We have stayed at this hotel several times and really enjoy it. But this time it has been exceptional. My wife was knocked of her bike cycling on the third day of our stay and since then the staff here have been fantastic. Lara and Martha in guest services have gone above and beyond in helping us at a difficult time; the guys in concierge are super and all the restaurant staff have been so caring, even preparing specific food for my wife as she need to eat through a straw. This is lovely place to stay normally, but it’s when things are difficult you get to see how people really are, and the people who work in this hotel are marvellous!
Last minute booking, seven days to get some peace and recovery after a long year - and Gran Meliá delivered. The place is paradise: lots of sports, long pool, good food and all around a great place to take a break - even though the sauna was closed for Covid. I can only recommend.
We booked this as part of a Jet 2 package after reading great reviews. Sadly disappointed.
We expected 5 star luxury, we got 3/4 star at best with very poor beds, restaurant booking via an app which didn’t work and the relaxing part of lounging around taken away by the determination of ridiculous brits up at 8am to reserve their sun loungers...
Yes, parts of the hotel look great and yes the staff work really hard but much of their time is spent making up for inadequacies in the management, probably a lack of staff and apologising for things not being up to standard.
The final straw was having to shower before we left next to the pools and get changed for our long journey home in the outdoor showers as apparently such a large luxurious hotel couldn’t let us keep our room.
I had heard that melia hotels were good but we won’t be rushing back sadly. We have complained to Jet2 but not even had the courtesy of a reply to date.
A good hotel becomes great in adversity. This is my 7th visit, as the hotel has good rooms, facilities and activities, and excellent staff. This year, a driver crashed into me, and I have multiple fractures. The hotel staff have been heartwarmingly brilliant, translating documents, communicating with the hospitals, police, finding excellent dentists and doctors, physiotherapist, making appointments and sending documents to the UK for appointments there on return.
Not only all of that but making sure that all the restaurants provide food I can consume through a straw.
In particular, Martha, Lara, Claudia and Raul have made me feel so cared for and as if this attention and solicitude is no problem, when I know it is...
I shall be a lifelong fan of Melia, and of this hotel in particular. True character shows in the difficult times, and I feel so immensely lucky to experience my difficult time here, in comfort, with real care.