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Reviewed 11 January 2018

Special thanks to Elena in the reservation department of the hotel, who - during reservation - went above and beyond to make the rooms compatible with our special needs!
She was genuinely kind and a true problem-solver!

Date of stay: January 2018
  • Trip type: Travelled with family
    • Service
1  Thank elly1515
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
abel_lopez_ybarra, Guest Experience Manager at Gran Melia Don Pepe, responded to this reviewResponded 12 January 2018

Dear Mrs. MegG15,

Thank you very much for taking your time and sharing your warm full of kindness words regarding our hotel and our reservations agent Elena, who I will share your comments with.

We are sincerely happy to read you had a memorable experience and that we succeed meeting your expectations and requests!

We are all looking forward welcoming you back soon to your home in Marbella!

Greetings from the heart,

Abel López
(Guest Experience Manager)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 January 2018

We wanted to return to this hotel and made a booking at Melia.com, the official website of the hotel.

I am also member of Melia rewards program.

If you do a booking on that webpage you will get a voucher of 20,00 € per day (!).

You can spend that money for example at the bar.

The booking was done in August 2017 and confirmed (!) the same day.

The booking was done for the category of Red Level Sea View.

On the webpage of the hotel it is written that there are only 4 rooms on the 7th ( !!) floor available for that booked room category !

To give you an example for the price difference today, January 8th, 2018,

I had a look on the webpage of the hotel.

A room for a stay September, 19-26 th, in 2018 will be charged for a supreme room with seaview (located 1-3 rd floor, 35 sqm) without breakfast with 336,96 €.

Redlevel room with seaview ( only located 7th floor, 4 rooms are available) will be charged with 428,12 €.

In general there are several different categories and prices available.

As higher as the floor of your room with seaview located is as more you need to pay.

The difference per day is depending on the season.

We arrived January, 2nd, 2018.

No porter/doorman was seen!

Nobody has taken our luggage. So we parked the car in front of the entrance and handed over the key to the Red Level hostess.

And at once we got charged with 52,50 € parking fee (5 days including a discount).

Although the manager has written to me in 2017 that each guest , who needs to sign the hotel contract , on arrival will get a copy of it, again we haven't received it.

Because of that we are frequent guests we were totally shocked that the Red Level hostess has guided us to a room in the third (!!) floor.

After my complaint that this is not what I have booked and shall pay for, she said this is a Supreme sea view room and this is excactly the room category which you have booked.

And then she has added: "You have received an upgrade! You have not booked " Red Level. Now you receive the room category "Red Level".

Of course this was not the truth!

I have done the booking directly at Melia.com

There is only available the category of the room. I got confimed what I have booked and should pay. I have booked Red Level seaview in the 7th floor.

All additional positive things can be done from the hotel.

Now the hostess has informed us that the upgrade is that the room has 5 sqm more than the room which I have booked and what was confirmed.

She was not informed about the different room categories.

Then she said that the informations on the webpage of Melia.com are wrong!

She also added that the booked and confirmed room is occupied and not available because it is blocked for the football team of Borussia Dortmund!

Then her next argument was that the category "Red Level Supreme sea view is located from the 4th-7th floor.

But what she has forgotten was, that we got a room in the 3 rd floor which of course is much cheaper.

The price difference is an estimated amount of 100,00 € per day!

So I should pay about 500,00 € more for a room category which I have not received!

The hostess also said, that it was not her decision to give us that room...

The next day we should get a phone call from a manager which we have not received.
Of course the hotel knows my mobile (cell) phone number.

After that incidence again we have informed the staff that we will not accept this behavior and we do not accept to get overcharged!

But none of the management has cared about us.

So we went to the police and made a report. It was confirmed that we are totally right!

On return another hostess has asked about our satisfaction.

We informed her that we are unsatisfied and feel cheated.

After that she confirmed that the reason was the football club Borussia Dortmund who have blocked the whole 7th floor for their stay.

Now , one day after we have done the report at the police, the director residente offered us 24 hours later a discount of 20% of the room rate.

Try to imagine that you get overcharged and from that amount you should get 20% discount.

As a result of this I should pay more for a room which I have not received and then to get a so named discount!

Maybe I do not understand mathematics. Because with this solution of the resident manager I still make a loss.

The correct solution would have been that the bill for the stay should have been corrected down to the room category which was given to us and from that amount a discount of 20%.

So within a period from August 2017 to January 2018 I got not informed that my booking confirmation from melia.com is not valid any more!

That means that the hotel is deviding the guests in VIP and simple other guests without any rights.

What we have seen that you cannot rely on a booking confirmation of this hotel group.

This hotel is acting with a 2 - class society.

Then - late evening of our last day before our check out - we wanted to pay our bill for our stay. It was 11:42 p.m. the hotel tried to overcharge us again.

1. : The room rate was not reduced down to the used room category.

2. : There was no discount in the system. So the resident manager has not kept his
own promises and announcement.

Thanks god I have send an sms to him and the so named discount was
confirmed. Only because of this the receptionist has reduced the room rate
after our complaint.

3. : Of course the voucher of 20,00 € per day has not been in the system.

4. : Of course we needed to pay for a room category what we have not received.

Now make up your mind. Judge this behavior of the hotel and staff.

As a final result:

You cannot trust a booking confirmation of this hotel.
You cannot trust any announced agreements.
You cannot even trust a voucher.

Interesting was another statement of a hostess from redlevel:

We never guarantee a floor for your room.

That means that all offers from the website of the hotel are not valid.

Like another hostess said: The informations from the website are wrong!

Of course I took pictures from the police report and from the wrong bill.

When we checked out at early morning nobody has helped us with our luggage.

It is up to you, make your iwn choice.

Date of stay: January 2018
  • Trip type: Travelled with friends
    • Value
    • Location
    • Service
5  Thank AlsterHamburg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
abel_lopez_ybarra, Guest Experience Manager at Gran Melia Don Pepe, responded to this reviewResponded 15 January 2018

Dear Mr. AlsterHamburg,

Thank you very much for taking your time and sharing your comments with us and the rest of TripAdvisor's community regarding your last experience at Gran Meliá Don Pepe.

We take well note of your comments, which we truly value.
Our policy base its improvements and learning on those feedbacks, for what we are sincerely glad you gave us the opportunity of acquiring this knowledge.

We remain at your entire disposal, Mr. AlsterHamburg, please, do not hesitate to contact us for any further assistance you may need.

Greetings from the heart,

Abel López
(Guest Experience Manager)

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 January 2018

My family felt like royalty at the Don Pepe. All the staff were incredibly welcoming & by the second day we felt part of the family and they couldn't do enough for us.

Breakfast is a must with an endless selection of fresh fruits, cooked options, patisserie, warm breads, cheeses, meats.... The kids loved the pancakes cooked to the shapes of animals, Christmas trees - nothing was too much trouble.

Facilities were second to none - indoor pool was clean, warm and mostly to ourselves. Sauna & steam room too. Rooms super comfy with great views.

Such a relaxing stay which we all desperately needed. Thank you Abel & team!

Room tip: Red room access is really useful for an extra space to stretch out in chill time. Definitely worth it
Date of stay: December 2017
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank rob m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
abel_lopez_ybarra, Guest Experience Manager at Gran Melia Don Pepe, responded to this reviewResponded 4 January 2018

Dear Mr. Rob M,

It is a real pleasure for me to transmit you my most sincere gratefulness for taking your time and sharing your experience within your last stay with us and the rest of TripAdvisor's community!

Your recognition to the hotel and its staff is our biggest pride. We all feel delighted regarding your satisfaction and your words: "My family felt like royalty at the Don Pepe. All the staff were incredibly welcoming & by the second day we felt part of the family and they couldn't do enough for us. "

We are truly looking forward welcoming you back soon to your home in Marbella!

Greetings from the heart,

Abel López
(Guest Experience Manager)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 January 2018 via mobile

We stayed over Christmas and New Year, we were extremelly well looked after, food was great at T-Bone and service was excellent. We appreciated the small details and gestures to make us feel at home. Great ambience, nice rooms and great location in marbella - near shops, beaches and natural walking areas.

Date of stay: December 2017
Trip type: Travelled with family
Thank Maria T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
abel_lopez_ybarra, Guest Experience Manager at Gran Melia Don Pepe, responded to this reviewResponded 3 January 2018

Dear Mrs. Maria T,

Thank you very much for taking your time and sharing your last stay at Gran Meliá Don Pepe with us and the rest of TripAdvisor's community.

It is wonderful to read your satisfaction and your recognition to the hotel and the special occasion you shared with us as Christmas and New Year.
Our main aim is to make our job out of our biggest passion, which is to serve and provide refined and unforgettable experiences as the feeling you have had well shared: "extremely well looked after".

We are all looking forward welcoming you back soon to your home in Marbella!

Greetings from the heart,

Abel López
(Guest Experience Manager)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 January 2018 via mobile

We stayed countless times at this “home away from home”
Central situated between old town and Puerto Banus. The old town has numerous great restaurants.
We have stayed in possibly every type of room. Now we had premium sea view room again, which are going to be renovated soon.
Rooms are still fantastic and clean though.
New years eve we spent in Tahini. A renowned Japanese haute cuisine restaurant. It was a New Years eve to remember, all aligned with the great service of the hotel.
Again a 5 star valuation from us. It was and is a famtastic hotel with fantastic warm staff.

Date of stay: January 2018
Trip type: Travelled with family
Thank Mark v
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
abel_lopez_ybarra, Guest Experience Manager at Gran Melia Don Pepe, responded to this reviewResponded 3 January 2018

Dear Mr. Mark v,

On behalf of the whole team of Gran Meliá Don Pepe it is a real pleasure to share my most sincere gratefulness for taking your time and spreading your warm full of kindness words regarding your last stay with us.

We all value a lot your loyalty and your trust for celebrating such a special occasion as the start of this new year with us.
As you have well stated, all we want is our guest feel as “home away from home”.

We are all looking forward welcoming you back soon to your home in Marbella!

Greetings from the heart,

Abel López
(Guest Experience Manager)

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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