Gran Melia Victoria

This was always a good hotel but now its service level is horrific. Turndown service is non existent no water no towels and the breakfast service is chaos. Then the pool - now you have yo ask for your own drinks and then take them back yourself - 5 star hotel? Not any more, Staff can’t be bothered ( apart from Layla and Pedro) rest are running around clueless.

The Gran Melia Victoria is well positioned, just opposite the harbour and on the outskirts of Palma. The welcome on arrival was excellent, with refreshments (and sparkling wine) provided whilst checking in. Our car was valet parked for 5 days with friendly and welcoming concierge. We had visited the Hotel to see the eclipse - which was a complicated business (due to Road closures and the positioning of the sun. Th Hotel could not have been more helpful, and took a personal delight in helping us (and seeing our wonderful photographs afterwards. The Breakfast was excellent. A really good selection of fruits, cheeses, hot meal options and pastries. We had a room on Red level (Exec lounge access). The room had a lovely view of the harbour and cathedral. It was well-appointed with good air conditioning (essential for us given the high August temperatures. I would like to make a special mention of the Receptionist, Anne-Marie who totally made the holiday for us. We look forward to returning when it is not so hot, for a better look around Palma.

Nice hotel, but no 5 stars! Everything in this hotel is tired. Management is absent, staff lazy and do what they want (or rather nothing). Everyone is just waiting for a big renovation, until then we have to accept it as it is. Not too expensive, they know they can't charge as much as (other) luxury hotels. So far, 3 days into my week here, I noticed the following: - Turn down service only 1 night out of 3 - Very poor cleaning of rooms. No tissues, q´tips or tooth paste in bathrooms. - No replacement of water and coffee in the room until I asked for it on the third day - I made a dinner reservation outside on the terrace, but it was closed when I showed up 2 hours later. They were afraid it might rain later the same evening! Every out-door restaurant in the neighborhood was opened, so was even the terrace-bar in the hotel. Obviously it's troublesome for the staff to walk from the kitchen and all the way out to the terrace! Who cares that no income is generated when they turn down diners? Not the staff or FnB management anyway. - The nice restaurant at the pool side is still there, but have changed the meny. Too troublesome to grill fish and serve tuna et cetera. Instead they only serve burgers and chicken wings and that kind of food. - Sun beds and other furnitures around the pool are made of heavy metal and are at least 25 years old But, as I said, it's relatively cheap which is positive!

Have had nothing but frustration dealing with this hotel. Made a booking and had nothing but confusion, rude behaviour and incredibly bad communication. Got so frustrated that I asked verbally and in writing that the manager contact me due to all the issues I encountered, the manager never responded to this day!!!! Based on the total lack of response I cancelled everything. After reading the reviews I’m glad I did!! 💯 this is not a 5 star hotel!! I’d stay well clear of it.

The location and atmosphere were fine. The Red Level was quite basic and poor compared to other Level experiences we have had. We raised this with Isabella, the general manager, who was not concerned about whether we left the hotel for another hotel and did not try to keep us at the hotel. She didn’t speak with us again (thankfully!). Carlos of guest experience on the other hand was sympathetic and very helpful and obliging. He will go far…