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“Mama's retreat”

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Gran Melia Palacio de Isora Resort & Spa
Ranked #2 of 2 Hotels in Alcala
Certificate of Excellence
GreenLeadersGold level
Reviewed 21 November 2013

This was my 3rd holiday at this hotel - booked with thomson as part of sensatori. We had booked a suite but when we got to our room there was a really foul smell - asked to be moved and even said I would downgrade if need be but reception managed to find me another suite which we were happy with.
I love this hotel but I have noticed a few things that I would like management to consider - there is a slight issue with the Pangea restaurant and people wanting to dine outside - peak time seems to be from 9.30am for breakfast - we were always happy to eat inside so wasn't a problem. I think the problem could be solved at dinner however if they would sort the lighting inside - dim the lighting, use some candles and create a bit of ambience. I am sure then people would not be so obsessed with eating outside if they would do this.
Overall the food is very good - the only place where we felt It wasn't up to standard was at the pool restaurant - pizza bases were cheap, hot dog rolls and burger rolls could be stale and the quality overall was not there.
The staff are lovely, housekeeping are great - my little boy loved the pirate pool and the lifeguard was great. We had Bali beds for a couple of days and thoroughly enjoyed relaxing looking out on infinity pool.
We will definitely go back.

Room Tip: I've stayed in garden rooms, regular and suite. All were great. Sofa bed in suite extremely unco...
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  • Stayed: November 2013, travelled with family
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1  Thank Couttsy71
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Guest Experience Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this reviewResponded 25 November 2013

Dear Mr. Couttsy71,

Thank you very much for your criticism and constructive comments. All your comments have been reported to each supervisor area and they will be taken into account in the future and better ourselves. We will continue working to improve our services, as our top priority is to provide the best experience our guest.

Otherwise, thank you very much for your positive comments. It will be a pleasure to see you again at Gran Meliá Palacio de Isora.

Kind regards,

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2,747 - 2,753 of 7,102 reviews

Reviewed 20 November 2013

7days of sun and with two small children we still managed to find a bit of peace and relaxation. One or two negative experiences with unfriendly waiting staff but overall the food in Pangea and club ocean kept us more that happy. May I comment on how helpful Arron and magda at guest services were to us and many thanks. Also our cleaning ladies could not have been nicer. The couch bed matress was quite thin and pointy metal bits both sides which we had to pad with pillows- this could be improved on. Overall a lovely stay

  • Stayed: November 2013, travelled with family
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Review collected in partnership with Melia Hotels International
Thank Anna K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Guest Experience Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this reviewResponded 25 November 2013

Dear Mrs. Anna_Kav,

We really appreciate your constructive comments and we will report all your comments to the supervisor area. We confirm that the mattresses are being changing room by room.

Thank you very much for your kind comments about the staff at Guest Service Department.

With our best wishes,
Kind regards,

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Reviewed 20 November 2013

Just got back and frankly i am amazed at some of the negative comments. We found the management and staff to be above and beyond. The excpectations of some guest reviews must be pretty unrealistic if this place does not come up to scratch. We were two mature couples staying on the top floor, and with the all inclusive pacage thought the value to be very good.Food in the Italian, Oasis bar downstairs grill and buffet was realy quality. Only complaint was tea water in the morning was not as hot as it could be, but still hotter than you get anywhere in America.

Room Tip: Room 5076 Garden, mountain and sea view whats not to like.
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  • Stayed: November 2013, travelled with friends
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Thank roger d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Guest Experience Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this reviewResponded 25 November 2013

Dear Mr. Roger D,

It is a pleasure to read your kind comments about your stay at Gran Meliá Palacio de Isora.

Thank you very much for sharing your lovely comments with all the Trip Advisor users.

We are at your complete disposal,
Best regards,

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Reviewed 20 November 2013

This is a lovely hotel let down by customer service. My friend and I stayed here recently for the first time and looked forward to a relaxing holiday with first class service. Unfortunately from the start everything seemed too much trouble for the staff and management. Problems with our room were pointed out on arrival but not corrected till 10pm that evening involving us moving rooms. Food arrived cold but never able to catch waiters eye to complain. All inclusive package not really all inclusive, so many rules to apply. Sensatori guests made to feel like 2nd class citizens. Very expensive would not go there again. Feel a 3* hotel would offer better customer service. Arrived home more stressed than before we went.

Room Tip: It seems the best rooms are on the 5th floor. Don't bother paying for a seaview because you prob...
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  • Stayed: November 2013, travelled with friends
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2  Thank freetime1958
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 November 2013

This was our 5th time to this hotel and feel we had to write a review . There is a dreadful divide between Sensotori and Melia guests which is so apparent. Sensotori are classed as a very low priority compared with the Melia guests. Whilst standing in a very long line waiting for a table for breakfast the Melia guests or red level guests go ahead of you!!! Sensotori have the dark low level rooms and even when you pay as we did for a sea view, you have to look past a very large tree or stand on a chair to see it. This surely cannot be right? Also trying to book a restaurant is just so difficult there is never any availability but the Melia guests have no problem. Also if you have children you go further down the list! Toilets by the children's pool are disgusting no matter what time of day it is, where as if you go to the adult pool toilets they are clean with toilet tissue, clean surfaces, clean floor etc .
It is such a shame as the hotel is lovely, the restaurant staff work so hard and the kids club is great with lovely girls working there. Sensotori really need to sort this out as people will not return, we won't ! Nor the other family of four we went with!

Room Tip: There does not appear to be any Sensotori rooms with any outlook.
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  • Stayed: October 2013, travelled with family
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5  Thank warleigh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 November 2013

The hotel is amazing throughout, staff are very helpful and all work hard. There has been no expense spared in this hotel, everything ia top quality. Our room had a super king bed which was really comfortable.
Cant understand those who complain about food....its fantastic, yes service can be a lottle slow at times but thats because they are busy.
This is a 5 star plus in my opinion, how can it be 4 star in some peoples opinion I just dont get it, this hotel by far is one of the best ive stayed in, in europe.
Location is great, its not in the middle of nowhere there is a small town with cafes and bars and small supermarkets and even a cash and carry, some people really must get out of their hotel and open their eyes whilst on holiday!
I must say that the charm of the hotel is down to gran melia not Thompson sensatori trade name.
We will be returning soon

  • Stayed: November 2013
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3  Thank simo92
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 November 2013

Celebrated our anniversary and were upgraded on arrival which was a lovely surprise!! Beautiful hotel, great facilities and plenty of activities for the active, and relaxation for those wanting to chill.

  • Stayed: November 2013, travelled as a couple
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Review collected in partnership with Melia Hotels International
Thank Joanne2904
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Guest Experience Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this reviewResponded 20 November 2013

Dear Mrs Joanne 2904,

First of all we would like to thank you for taking the time to share your opinion about your stay at Gran Melia Palacio de Isora on Tripadvisor and thank you so much for selecting our hotel for this special celebration.

It is a real pleasure for the entire team listening to your wonderful comments about your anniversary in our hotel. Congratulations!

We hope to have the honour to welcome again.
Kind regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Gran Melia Palacio de Isora Resort & Spa

Address: Avenida Los Oceanos s/n, 38686 Alcala, Guia de Isora, Tenerife, Spain
Phone Number:
Region: Spain > Canary Islands > Tenerife > Guia de Isora > Alcala
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 2 Hotels in Alcala
Price Range: £159 - £534 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Gran Melia Palacio de Isora Resort & Spa 5*
Number of rooms: 578
Official Description (provided by the hotel):
The natural beauty of Tenerife combines with an intense passion for service in the most superior luxury hotel on the island. With the Atlantic Ocean at its feet and the majestic Teide as a backdrop, the stunning scenery and eternal spring climate allows the Gran Meliá Palacio de Isora to provide guests with endless magical moments. The hotel has taken care of everything down to the very finest detail in each of its rooms, creating a personalised setting to ensure your total satisfaction. Imagine the experience of viewing the sun setting over the ocean from one of the magnificent rooms in this fantastic resort, the best 5 star hotel in Tenerife. ... more   less 
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Also Known As:
Gran Melia Palacio De Isora Hotel Alcala
Gran Melia Guia De Isora
Palacio De Isora Gran Melia
Gran Melia Palacio De Isora Resort & Spa Tenerife/Guia De Isora

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