Red Level at Gran Meliá Palacio de Isora

The hotel itself is nicely situated in a quiet, peaceful area with several pools. On a positive note, the rooms and general areas are very clean and the gardens well maintained. The reception area to the red level is inviting. We have stayed at other Grand Melia and other Melia brands. This is by far the most disappointing Melia hotel we have stayed at and is certainly not worth of a 5 star rating. We booked a Red Level Junior Suite "front ocean room", but our room had no view, as we had a concrete balcony on the 4th floor. If you stood up, you predominately overlooked a bar and a restaurant See photos attached. However, we were assured this room / view was the correct "front ocean view" category by the manager, as they said if you stood and looked to the side you could see the sea. If this is the case the website is misleading. We were moved to a terrace junior suite as there were no other junior suite or rooms with ocean view available.( we had booked in October and when I called the hotel direct was assured that we had been allocated " a lovely room on the second floor" ) The red level pool was good but the towels tatty and not what you would expect in a 5 star. The restaurant booking system is diabolical We received booking confirmation emails each day for the wrong times and for the right times, at the correct restaurants and others we had not booked. Michelle was very good at finding us somewhere to eat when we turned up and our booking was incorrect . We chose this hotel due to the choice of 5 la carte restaurants but don't be fooled as 2 are more like cafes. With the exception of the Tepinyaki restaurant and Duo and Nami the other restaurants were terrible. L'olio was cold with most guests wearing, coats, sweatshirts and hats. My starter was a tin of tuna on leaves and after waiting nearly an hour for a glass of wine and our pizza we left. Oasis was quiet, but the service poor, although the main courses tasted good. The red level breakfast was served in an outdoor restaurant. Good in the sunshine but awful in the wind and rain. The glass doors creating a wall around the restaurant were not shut, so you either had find a table beside a heater or grin and bear it. Having stayed at several Melia hotels this was by far my worst experience and although I may return to those I have stayed at previously, I would never book another Melia again. See photos attached. Note: we did speak to the manager on the second day, but apart from offering us a bottle of cava, said that there was nothing he could do. Since returning home I have contact the manager re the room and been offered Melia points and assurance that they will feed back the food service issues.

Expensive and deeply disappointing Our stay at the Gran Meliá Palacio de Isora – Red Level was,a major disappointment and nowhere near the standards of a 5-star luxury hotel. - Shrimps were served with their intestines still containing excrement. One could see the black excrements in the cooked shrimp - Sushi was served on an unclean plate with dried leftovers from a previous guest. - a dessert labeled gluten-free was not gluten-free – a serious health issue. - Staff were largely unable to explain food ingredients. They hardly spoke English. - Breakfast in the Red Level area was chaotic; ordered items often never arrived. - Complaints were sometimes met with dismissive or rude reactions. - The room was nice, but housekeeoing did not care to much: - Tissues, toilet paper and hand soap were repeatedly not refilled. - bring down service was inconsistent; chocolates were even removed on one occasion. - not enought parasols in the supposedly exclusive Red Level garden. - A noisy wedding took place right next to the Red Level quiet area without any prior notice. - The “Guest Concierge” appeared to have no clear function. - Air conditioning in the gym was broken for several days. - Wet floors in public restrooms without warning signs created a slip hazard. Despite multiple complaints to reception and management, the response was minimal. The hotel simply does not care for its guests. High price, low delivery. The overall value for money is poor.

Moved from ordinary level to Red as so noisy with no sun in room even though told that balcony would have sun. Food diabolical suitable for 2 star hotel with very very poor booking system . had lunch in exclusive RED are restaurant and the worst hamburger ever had in 50 years like a live of tasteless leather. I could go on and on about the terrible food . Fabulous gardens and position and RED reception staff excellent

We had an ocean facing room with balcony overlooking the Red Level pool. We were on half board, had breakfast at the Red Level restaurant, and dinner at Pangea where there is a dining area for Red Level guests. The staff were helpful and welcoming. During checking out, we noticed that a 300 Euros restaurant bill had been added to our bill on evening. We didn’t have dinner at there as we were in Alcala that evening. The matter was easily resolved. We had a relaxing time at the Red Level. We stayed there once in 2017 plus many times at the Gran Melia since 2013. If you’d like a quiet and relaxing time, the Red Level is the place to be.

Our special place for a break in Tenerife ,, We’ve been visiting red level RL Gran palacio at Melia since 2012 and while it’s been getting busier each year we still enjoy the red level experience . Thus includes all the Hotel amenities plus RL including adult only reception , breakfast , pool , gardens , happy hour which is part of the important afternoon reception. The staff are all super helpful and friendly which is one of the many reason for returning. We now only book b and b to give us the option to eat in or visit one of a number of local tavernas and restaurants. While the food in the main hotel ( there are numerous restaurant choices ) is ‘ok’ and staff are friendly , we find the service and food in the restaurants leave room for improvements.. The rooms are comfortable and always immaculately clean while some show signs of needed a little tlc , which we’re told is ongoing. The red level experience has grown over the years and the rooms now have extended into the main part of the hotel to accommodate more ‘red level’ guests, this means you may have to Walk across the larger part of the hotel to RL facilities . Despite its enlarging RL we still manage to find seating and sunbeds without too much trouble. However the beds around the pool do get reserved before sun up some days.. Overall we love the atmosphere and friendliness and intend returning again next year.