Meliá Zahara Resort & Villas

房間環境很好 地理位置優越

We have been coming to the Melia Atlantean for 6 years. The location is the main attraction, direct beach access and a 3km walk into Zahara. Our children have out grown the kids club, of which the staff and attention was always excellent. We have a family room which either two separate rooms and a joint bathroom has always suited us perfectly and the cleaning staff are great. Being platinum members we also have Level access. In the past we have enjoyed this immensely as we appreciate the quiet area to relax during the day, breakfast service and evening drinks. However this year it was disappointing to learn upon arrival that the Level lounge now closes at 8pm ( we were asked (told) quite firmly to leave at 7.50pm ) as it is now used as a restaurant after this time. We love to enjoy playing games with our family before dinner so now have to go elsewhere to do this. Also the website mentions having a cocktail whilst the sun goes down - the cocktail hour has been limited to 5-7pm and the sun goes down at 9pm … again not ideal! There used to be live music and a cocktail of the day but this has also mowed gone. The tapas in the level also much poorer quality and offer than previous years with no food information at all provided about the ingredients. The reception staff in the level were not very friendly this year either absolutely no special mention of it being our 6th year as loyal guests … the level room welcome was 2 bottles of water & sweets which are free at dinner - why bother ! A bottle of thank you cava might have been more appreciated. Check your in/ out was poor. Check in no drink offered ( not even water ) after a long drive and we had to get our own trolley for luggage- question - why is there only one staff member managing check in / out when there are at least 3 others wondering around … many guests complained to each other about this. At Check out it took 35 minutes to have our luggage brought from our room - response from staff was that they are at full capacity as it was our fault. Customer service manager very dismissive and no apology - question what is his role ? So sadly not a good idea experience with the level this year and I don’t know if we will make it to 7 years.

The hotel itself is lovely. Clean, wonderful pool, great food, but the staff really let it down. I’ve never been to a hotel with such unpleasant staff. The fact we didn’t speak Spanish appeared to be a huge issue, and it took until day 3 for someone to explain the levels experience to us, so i think we missed out on a lot. It wouldn’t be hard to have this explained on a piece of paper in different languages. In the restaurant as Brits we were ignored constantly by the serving staff and chefs, with them often looking over our heads or round us to cater to the Spanish customers first. We also had an issue with our air con leaking onto the marble floor, causing me to slip with a baby in my arms. On getting to reception with tears in my eyes, they sent someone up to fix and clean it, but there was never an explanation or apology from a single member of staff. Very disappointing for a Melia hotel. I expected more.