Gran Melia Palacio de Isora

Ignore negative reviews, I don’t know what hotel they have been to.. my first time here end of sep to 7th October .. with two young boys, they made us nothing but welcome Every staff member greeted us everytime we passed “Buenas dias, holaaaa” Bell boys, cleaners, waiters and waitresses. I couldn’t book a restaurant at first but reception soon helped with this and booked us three restaurants in advance! Italian was the best food of the week! Highly recommend New sprinkler and water slide really makes children’s area as do the children’s club activities and sports hub! You don’t actually need to leave the hotel there’s that much to explore. We did and we went los Gigantes the next town on and seen amazing natural sea pools, highly recommend taking a masca boat trip to Dolphins and landscape views are unreal this was recommended by staff member jabbie and he really did help make our trip with his recommendations and local knowledge, spent a good half an hour talking to us, I really hope his manager knows what an incredible worker she has in him! Room very clean and cleaned every day to high standard, comfortable beds and pillows ..provided with shaving kits, toothbrushes, slippers etc We can’t wait to go back my 7 year old son said he misses the nice staff soon as we got home Thank you for amazing stay

What a beautiful and privileged location, the views of the sea and Gomera island, the sunsets over that, the sun rise over Teide and the cliffs of Gigantes… does not get better in the whole island, which we know well. We love the hotel because of its people, they are the added value for sure. They are kind, attentive and you feel like they genuinely care. They are well trained and there is a strong corporate message to make you feel at home, welcomed and comfortable. They work really hard and they really appreciate a simple thank you and a please. They are just so lovely. Red Level is great. If you can afford it, do it. They are thoughtful, breakfasts are amazing and the adults only Red Level pools and garden area are insanely beautiful. A special thank you to Saray, Leidy Rosa, Lorenzo and Yamelen for making our breakfast experience incredible every single day of our week stay. And thank you Dean, the manager at Red Level, who did his utmost and went out of his way to keep everyone happy. Awesome team. The gym is great, dumbbells up to 30kg, no bench press but with a Smith machine and 5kg to 20kg weights and several other machines (not for legs) including a cross cable plus running equipment. More than enough for a holiday maintenance, daily work out. Loved it.

Fantastic hotel, would highly recommend! We were a family of 12 all holidaying together to celebrate some recent big birthdays! From my nieces aged 3 and 7, our daughters aged 18 and 21 right through to Grandparents who are in their 70’s we couldn’t fault it at all! The resort is huge with plenty of pools; adult pools, family pools, kids pools, pool bars and restaurants to choose from. We all ate together each lunchtime and evening and there was no problem at all being seated together. There was so much choice especially in the buffet restaurant; definitely something for everyone! My niece requires gluten free food and again so much choice for her too. I would definitely recommend going all inclusive, no worrying about a drinks/icecream/food bill at the end of your stay, especially when we were getting a drink every hour during the day as it was so hot! The rooms were very spacious, immaculately clean (as was the whole hotel) and the Staff were all very efficient and friendly. Nothing was a problem at all. Our Daughter fell unwell whilst we were staying there. The hotel arranged for a Doctor to be at our room within an hour, antibiotics prescribed and all sorted. We loved it so much we are all going back next summer!

We first visited this hotel 12 years ago with our boys when they were teenagers, and we had such a wonderful experience back then. Naturally, we were excited to return this year with our sons and their partners, hoping to relive some of those fond memories. Unfortunately, this visit left us extremely disappointed, and it’s hard not to feel let down by how much the hotel has changed. The hotel still looks nice, but sadly, it now feels like a case of style over substance. What once made this place special seems to have faded over the years, and it’s just not what it used to be. The staff were polite and seemed to be trying their best, but they were clearly overwhelmed and understaffed. This had a huge impact on our experience, as it led to long waits and an overall lack of attention to detail. For a hotel that is supposed to be 5-star, the service fell far below that standard. On our first night, we tried the buffet and were shocked by how poor the food was. It reminded us more of something you’d find at a motorway service station, than in a luxury hotel. Unfortunately, this set the tone for the rest of our stay. Each morning, we found ourselves queuing for breakfast because there weren’t enough staff to clear the tables. When they finally got around to it, we noticed that food from the previous guests was often swept onto the floor in a rush. The quality of the breakfast itself was very disappointing—lukewarm, poorly cooked, and honestly, not very appetising. The sausages were dry and tasteless, and the bacon was unlike anything we’ve had before, and not in a good way. We ended up eating out most of the time, which was a relief. The rooms were also not up to the standard we were expecting. The furniture was quite tired and dated, and our air conditioning unit leaked multiple times. Despite having it looked at on three separate occasions, the issue was never properly resolved. Overall, this visit was a big letdown, especially considering how much we loved this hotel in the past. We understand that things change, but it’s hard not to feel disappointed with how far the standards have dropped. Unfortunately, we won’t be coming back again.

The hotel, the room and the location are fantastic. Plenty of all inclusive choice. I've never felt the need to write a review whilst in a hotel, but the service and the hotel's procedures each day become more and more annoying. For a start It feels like the hotel is making unnecessary work for itself and queues for guests with the process of entering the main dining hall and seating arrangements at all seatings, be it breakfast, lunch or evening meal. The queues to give staff your room number at a desk can be quite long, followed by another long queue to wait to be seated. (This hotel should look at the process at H10 or Grecotel that is much quicker and smoother.) During dinner it can take an age for someone to take your drinks order, sometimes having to go find someone. The food is good but the layout of the heated food stands is cluttered compared to other chains of hotels and hard to view what the food is due to the lids on the containers. Plates on your table can either be taken away almost before you have finished eating or can sit on your table for 3 courses. You never get offered another drink or top-up during your meal. Same can be said for ordering drinks at bars, where waiters don't scan the room to see you waving. They appear to be having to fill out forms on their iPads rather than observing customers, frequently taking over half an hour to get a waiter's attention. Be warned, don't go to the bar in the main plaza yourself or you will get sent away and be told to wait for a waiter. However waiters will come up behind you when you are not looking and take your unfinished drink away without asking, which has happened on several occasions. Some of the “puddings" in the restaurants look more like supermarket buns rather than a 20 euro desert (as the menu quotes on its price. As for the chaos of trying to book one of the alternative hotel restaurants, this is near on impossible. Use the app is the phrase you are told. You can only book 48 hours before the day you want to use a reatraunt. The app is hit and miss and no one seems to know when the bookings are actually released. Reception said 4.30 two days before. The app says 48 hours before. The lady who sits at the desk in the plaza to book restaurants at 10am tells you to use the app at 5pm. We set an alarm for 5pm and managed to book one day, however the next day the bookings were released at 4.30 and had gone. Each day we checked the app between 4 and 5pm to find no bookings available. The hotel does have plenty of sunbeds and a great position and lots of pools, though the infinity pool is a bit tatty on the tiled covering and the chemicals smell quite a bit. I had high hopes and it could be very good, but service has really let it down. I could write more about service, but I'm going to leave it there. Perhaps if you pay the premium and go "red level" you get better service. As it stands I don't feel I got a 5 star service. Would I return? No.

Currently staying at the hotel: The breakfast queues are obscene, after 9am expect 30/40 mins minimum, people queuing to get their own coffee, never any bowls for cereal, glasses for juice. Agave restaurant, food great, service once in good. But a queue of 30/40 people at 12:30 onwards for a 1pm opening time. Never seen anything like it. They could easily get another 15 tables in there. We’ve seen arguments, people getting turned away constantly. Kids club isn’t like we’ve previously experienced, although they have a small room ( nothing like the pictures on trip advisor) there is never anyone there, it is more activity based around the hotel than a venue you would leave your child at. Main pool very very quiet due it to it being saltwater, all the kids clearly don’t like it. A beautiful hotel in a good location. But they simply cannot cope with the amount of people, either that or very understaffed. Also if u have a pushchair it’s a nightmare. Loads of steps, lifts tucked away (which have also been out of order) so many families carrying pushchairs up and down stairs which are very steep!