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“Hotel Great. Thomson & childcare worse than useless” 4 of 5 bubbles
Review of Gran Melia Palacio de Isora Resort & Spa

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Gran Melia Palacio de Isora Resort & Spa
Ranked #2 of 2 Hotels in Alcala
Certificate of Excellence
GreenLeadersGold level
London, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Hotel Great. Thomson & childcare worse than useless”
4 of 5 bubbles Reviewed 3 June 2014

Great hotel; i won't go into details here, but was booked with only a couple of weeks notice, on the understanding it was a hotel we could get some adult time with the kids in creche & play care.

Tried to book childcare online in advance, didn't work. Rang up Thomson to book over the phone, they couldn't make it work. Rang again and spoke with someone else, who said that it wasn't working because the time period we were travelling was over the boundary of the time frame childcare was available (we went end of october). They suggested i ring the hotel and speak with them there to book. Rang the hotel. spoke with the thomson rep who said that they couldn't help, but would speak with the childcare section to make the booking. Rang back and they said that they couldn't speak with the person they wanted, but that it would be ok to book when i arrived. I asked to be notified if there was any problem with me doing that, as the only reason for going to that resort was to get adult time. no one called back, so i assumed all was ok.

Arrived (at night), went straight there first thing in the morning, and they tell us that actually everything is completely booked and we can't get any childcare. On grilling, they suggest that if i come back daily, there may be a cancellation we can take. There is one. We arrive on the day for the ONE session of childcare that we have booked, and find that one of the workers is ill and they don't have any backup staff, and therefore the childcare is off anyway. So Zero adult time on the holiday.

Wrote to thomson to tell them my experience and suggest they need to review their procedures and they completely ignored my story and just sent what seemed mostly a form letter back that was completely irrelevant. Would need some serious incentive to ever travel with Thomson again.

  • Stayed October 2013, travelled with family
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank Karen N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Red Glove Service Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, 10 June 2014
Dear Mrs. Karen N,

We would like to thank you for your preference in selecting Gran Meliá Palacio de Isora for your holiday, as well as for the time you have taken to share your impressions with us on TripAdvisor.

We are glad to know that you enjoyed our resort, although you may rest assured that we will forward your comments to the Thomson team, in order for them to take into consideration your opinion regarding their Sensatori nursery services.

We are looking forward to welcoming you soon.
Best regards,

Pablo Querol
Red Glove Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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6,370 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,191)
Date | Rating
  • Danish first
  • Dutch first
  • English first
  • Finnish first
  • French first
  • German first
  • Hungarian first
  • Italian first
  • Norwegian first
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English first
London, United Kingdom
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
5 of 5 bubbles Reviewed 3 June 2014

Almost completely faultless except for the Japanese restaurant, honestly not worth the surcharge.
Besides that superb, be sure to book your hire car before leaving the uk as its around 40% cheaper.We had a standard room which didn't have a view or any sun but who cares about that when that's what we expected and the room was lovely modern and clean. To my surprise some of the entertainment was also good, the in house guitarist and Frank Sinatra tribute were excellent, we stayed in December when the hotel was around half full. send me a message for advice, will be happy to help

Room Tip: Book a hire car with Avis before you leave, Avis are located in the reception area.
See more room tips
  • Stayed December 2013, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank saggy1911
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Red Glove Service Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, 5 June 2014
Dear Mr. saggy1911,

Firstly we would like to thank you for your preference in selecting Gran Meliá Palacio de Isora for your recent holiday at Tenerife.

We appreciate the time you have taken to share your impressions on TripAdvisor, as we think that only through listening carefully to our guests’s opinion, we will be able to always offer experiences with de highest service standards.

It is truly a pleasure for all of our team to know that you have enjoyed a lovely stay at our resort. Your compliments on our rooms and entertainment program are highly appreciated, although we will take into consideration your comments regarding our Nami restaurant.

We hope to see you soon at our resort.
Best regards,

Pablo Querol
Red Glove Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
10 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed 2 June 2014

Love this place Everyone is attentive and polite. Very clean. Great choice of restaurants. Food is great.
Perfect holiday for families, singles, couples etc.....suits all types of people.
Looking forward to going bad again

  • Stayed May 2014, travelled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Melia Hotels International

Helpful?
1 Thank Nicki P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Red Glove Service Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, 3 June 2014
Dear Mr. Nicki P,

Thank you for the time you have spent on sharing this excellent review of Gran Meliá Palacio de Isora on TripAdvisor.

We are glad to know that you have enjoyed a wonderful holiday with us, as it is due to the effort and dedication of our staff, that we are able to achieve our goal – the total satisfaction of our guests. Your comments regarding our gastronomic offer and facilities are highly appreciated as well.

We are looking forward to welcoming you again.
Best regards,

Pablo Querol
Red Glove Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
tenerife
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 1 June 2014 via mobile

We visited this hotel from the 26th may until 29th of may .. only a short stay buy that is all u need to get addicted.. Amazing hotel... from service to rooms to staff to there 4 swimming pools .. to the ocean bar 2 c the sundown to the buffet gr8 food.. to the atlas theatre for entertainment.. to the music fountains and to finish off the piano bar ...also a nightclub and wkends.. what more cld u ask for.. they r prepared for everything. A hotel where every1 is treated as an equal.. loved it hope to b back soon

Stayed May 2014, travelled as a couple
Helpful?
Thank lourve07
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Red Glove Service Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, 3 June 2014
Dear Mr. lourve07,

First we would like to thank you for your preference in selecting Gran Meliá Palacio de Isora for your recent holiday, as well as for the time you have taken to share your experience on TripAdvisor.

It is truly a pleasure for us to know that you enjoyed a lovely stay at our resort. We are delighted by your compliments on our facilities, staff and restaurant & bar service.

We hope to welcome you soon at Gran Meliá Palacio de Isora.
Kind regards,

Pablo Querol
Red Glove Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Utrecht, The Netherlands
Level Contributor
180 reviews
134 hotel reviews
common_n_hotel_reviews_1bd8 158 helpful votes
5 of 5 bubbles Reviewed 1 June 2014

The Melia is located a bit isolated north of Adeje. If you have a car to explore the villages and the Teide National Park, this location is preferred above the bussy tourist centers.

The resort is huge. So nothing intimate. It feels like a tourist factory, but an extremely well operated one. This place has all the facilities you can possibly dream off. And it is really five star in all aspects. From the hotel garage to the pools and the large and comfortable rooms. Do not expect a beach, but you will not need it.

There are not so many hotels who can match the servicelevel of the Melia. The Abama (Ritz-Carlton) nearby is also a great choice and a bit more classy (and also a more expensive).

We were very happy we did not go for half board, full board or all inclusive packages. Made us more flexible to enjoy the nice spanish bars outside the hotel (Bar Vitamin in San Juan!). You need to make a reservation for having dinner in most of the restaurants which we disliked (but which we could understand when they run a full house). Normal resort prices, but still a bit pricey in comparison with the restaurants in the villages. We made a nice mix of both worlds. Breakfast restaurant was massive with great choice and quality of food (you can eat outside if you start at 08:00).

The hotel room was spacious and very comfortable. We had some special preferences which were all met without any trouble. The view from our balcony on the fourth floor was great (swimming pool, La Gomera, whales). We did not book the red level wing, we therefor were afraid we would be bothered by all the screaming kids. More so because our room in the Alcala wing was just above the family pool. But in the evening all went quiet. We never had to use the airco and we slept with two doors open (quit, nice breeze). During the day we visited the adult only pool near the Atlantic wing.

The entertainment options are endless. Not to our taste, but it must be said that the quality of the live music was not bad at all. The resorts own theatre has a capacity of 750 guests.

Best things:
- well trained friendly staff
- smooth operation
- pool towel system (you collect your towel with a key card)
- by booking online with melia.com you receive a Euro 20,00 credit per day
- you can choice not to use the services of housekeeping. Each day you do, you will not have clean towels or bed linnen that day, but you will get an extra Euro 20,00 resort credit
- price payed for the quality on offer
- free wifi
- free parking inside the hotel parking
- our luggage did not arrive at the airport; the hotel staff took over the process of getting our suitcase as fast as possible

Not good:
- food at the Market Place tastes a bit blend
- breakfast starts at 07:00. We tried three times. Twice they were not quit ready to receive us properly
- the toilets near the breakfast hall and opposite the disco are not cleaned before 08:00. Not nice if you want to use them at 07:30; what a mess!
- the crew of girls trying to sell you the Club Melia Vacation program (a kind of timeshare scheme) using Melia hotel paper to promise you a free gift. A bit of a scam we would liked to be away from in the safe surroundings of a nice hotel. Before you listen to there sales pitch, you might read some reviews on the program online.

May we suggest to the hotel management:
The adult pool is great for couples without children. Why not also an adult restaurant so we can enjoy a nice quiet dinner without being disturbed by the noisy children, there tiered parents and all the loud toys and devices they use to keep their children at the table.

Room Tip: Room on a high floor, partly sea view, as far as possible towards the see, facing Los Gigantes offer...
See more room tips
  • Stayed May 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank KeesE
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Red Glove Service Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, 3 June 2014
Dear Mr. KeesE,

Firstly we would like to thank you for choosing Gran Meliá Palacio de Isora for your recent holiday and for the time you have spent to share your impressions with the TripAdvisor community.

It is truly a pleasure for us to know that you have enjoyed a wonderful holiday at our resort, as it is due to the effort and dedication of our team, that we are able to achieve our goal – the total satisfaction of our guests.

We appreciate your compliments on our service, facilities and sustainable initiatives, such as the Green Credit you mentioned. All your feedback is a great value for us, as it help us to keep improving and bettering ourselves in order to assure each of our guests experience a lovely stay.

Regarding your suggestion about adults only restaurants, we would like to inform you that our resort has 2 restaurants with this restriction, which are La Terrace at the Red Level area, and Dúo, with its interior dinning area not allowed for children excepting on Thursdays and Fridays.

We are looking forward to welcoming you soon at our resort.
Kind regards,

Pablo Querol
Red Glove Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Lincolnshire
Level Contributor
568 reviews
105 hotel reviews
common_n_hotel_reviews_1bd8 266 helpful votes
4 of 5 bubbles Reviewed 30 May 2014

This by far one of the most beautifull and truelly amazing hotels we have stayed at, and must without question be the best designed hotel on Tenerefe with its luxurious infinity pool, its terrific rooms, and lovely warm family pool...not to mention the stunning decorations and gardens.
BUT, and its a big but, as many Trip Advisor reviews have already stated the reservations for dining border on being unworkable, stupid and chaotic.
Despite what Thomsons say, you will be lucky to get any reservation once you are there. The Thomson reps refer you to the rediculous computer booking system, and no matter how early you try and book, it is a waste of time. So is talking to the hotel staff...they just refer you back to the system. Totally "bonkers", and almost ruined our holiday.
Another thing...we booked rooms together near the main facilities and with sea views. When we arrived the rooms were NOT together, and we learnt from the hotel management that Thomson do not have ANY sea views...we were asked for another 150 Euros per night, just for a sea view (which we declined in anger). The management showed us, on a floor plan, the Thomson "allocated" rooms, and it is obvious that they are in the "poorer" locations, although the rooms themselves are excellent...but you dont go on holiday to wake up in the morning and look at a car park do you?.
Theres seems lots of staff around carrying clip boards and making notes, but we think they are missing the point, and are set in their stern non negotiable, rigid ways forgetting the poor fee paying holidaymakers.
Pity because it really is such a specatcular hotel.

Room Tip: Poitless asking or giving a tip on a good room, they are all good, but as stated the Thomson rooms a...
See more room tips
  • Stayed May 2014, travelled with family
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank freddy067
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Red Glove Service Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, 11 June 2014
Dear Mr. freddy067,

We would like to begin by thanking you for your preference in selecting Gran Meliá Palacio de Isora for your holiday at Tenerife, as well as for the time you have spent in sharing your comments with us on TripAdvisor.

We are glad to know that you liked the architecture of our resort, as well as our facilities, although we regret that the computer booking system for our restaurants managed by Sensatori was not of your liking. You may rest assured that your comments will be forwarded to our colleges from Thomson, in order for them to take them into consideration for future improvements.

Finally, we would like to inform you that in Gran Meliá Palacio de Isora we do have Sensatori rooms with partial ocean view and ocean front view. Sensatori rooms are located in various areas and floors of the resort, therefore their position is as good as the rest of the rooms we have in the whole resort.

We are looking forward to welcoming you again at Tenerife.
Best regards,

Pablo Querol
Red Glove Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
40 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
2 of 5 bubbles Reviewed 30 May 2014 via mobile

Nice enough hotel but in the middle of nowhere. Staff on reception have very poor customer service. Rooms reasonable but do have issues such as damp and noise. Lots of rooms and lots of people make it all seem rather crammed in, might be better outside of school holidays when they are not so busy as they did struggle to cope. There are many much better 5 star hotels out there where the staff care about your stay and make an effort.

Restaurants offer good food but the buffet option is more of a canteen experience so best avoided and use one of the restaurants. Oasis was the best during our stay.

Stayed May 2014
Helpful?
1 Thank Tonybillingford
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pablo Q, Red Glove Service Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, 4 June 2014
Dear Mr. Tonybillingford,

Thank you for the time you have taken to share your impressions regarding your recent stay at Gran Meliá Palacio de Isora on TripAdvisor.

We deeply regret that the service offered by our team did not reach your expectations, as all of our staff puts every day all their effort and dedication in pampering our guests.

For those guests looking for tranquility and peace during their holiday, we recommend choosing our Red Level boutique hotel inside the resort, which is for adults only. Red Level has its own private pool with BaliBeds, as well as La Terrace restaurant and the Liquid Garden Bar just for its guests. It offers the most exclusive and luxurious services and the most personalized attention.

You may rest assured that all your comments will be forwarded to the various area supervisors of the resort, in order to analyze your valuable feedback to improve and better ourselves.

We hope to see you soon at our resort.
Kind regards,

Pablo Querol
Red Glove Service Manager
Report response as inappropriate
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

Property: 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 (Based on Average Rates): ££
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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