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“Top!” 4 of 5 stars
Review of Gran Melia Don Pepe

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Gran Melia Don Pepe
5.0 of 5 Hotel   |   Jose Melia s/n, 29600 Marbella, Spain   |  
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Ranked #11 of 77 hotels in Marbella
Zürich, Zurich, Switzerland
2 reviews
Reviews in 2 cities Reviews in 2 cities
“Top!”
4 of 5 stars Reviewed June 15, 2013

We spent lovely days here in this Gran Hotel. Excellent service and food, nice people, especially the guy who was responsible at the pool for the sunchairs etc.
And not to forget: Ernesto, the Tennis teacher, very professional and smart!

  • Stayed June 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lluis Miquel G, E-Guest Experience at Gran Melia Don Pepe, responded to this review, June 25, 2013
Dear Katrin B.

It is very nice to hear your kind comments about the Gran Meliá Don Pepe. We are really proud that you had such a wonderful experience and our service and food met your expectations.

We will share your comments with Ernesto and with team of Pool Concierge in order to keep improving in this area.

Thank you again for sharing your experience, and we look forward to serving you in the future.

Greetings from heart,

Lluis M. González
E-Guest Experience
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Hyderabad, India
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
Reviews in 7 cities Reviews in 7 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed June 15, 2013

Marbella is a nice Beachresort and it was a pleasant Vacation there. It was one Week at this good and well managed Hotel and we could enjoy it very much.
There was a good Level of Service and a very good Selection at the Bar.

  • Stayed August 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lluis Miquel G, E-Guest Experience at Gran Melia Don Pepe, responded to this review, June 25, 2013
Dear ManuelCEC,

Let us thank you for sharing your comment about your vacation experience in the Gran Meliá Don Pepe with other Tripadvisor users.

Our aim is to assure the best guest satisfaction. That is why all our staff made all the efforts to offer you a delightful stay.

We will be really glad to have the chance to accommodate you on your next stay in Marbella, we are waiting for you!

Greetings from heart,

Lluis M. González
E-Guest Experience
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Hartlip
1 review
5 of 5 stars Reviewed June 12, 2013

A very good hotel, conveniently positioned for a pleasant walk into Centro. Also, for us, the hotel staff from the Reception, restaurants, Room staff and those in the Pool Area are absolutely brilliant, by being so helpful and respond in a pleasant manner on any subject.

The hotel breakfast caters for every taste! fruit, cheeses, hams, and other meats plus the chef's area who will cook you eg, a fried egg to omelettes with all kinds of fillings of your choice and much more.

Room Tip: Choose a higher floor has less noise if any plus provides brilliant views
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  • Stayed June 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lluis Miquel G, E-Guest Experience at Gran Melia Don Pepe, responded to this review, June 15, 2013
Dear 141037,

What a big pleasure to read your nice comment referring your last stay with us. Thank you so much for it and for sharing it with another Tripadvisor's users.

We are very proud to know that your last experience in Gran Meliá Don Pepe, satisfied your expectations. Be sure that we will share your comments with all our staff.

It would be a pleasure to see you again.

Best greetings from heart,

Lluis M. González
E-Guest Experience
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
durham
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
Reviews in 4 cities Reviews in 4 cities
21 helpful votes 21 helpful votes
4 of 5 stars Reviewed June 11, 2013

Just returned from five day stay, one junior suite and one sea view room both red level.
The Good.
Lovel hotel in excellent location. lovely friendly staff spotlessly clean. Breakfast buffet was excellent with superb choice of fruits and pastrys, no queues and excellent service.
Pool area staff were fantastic and sunbed management was fair as unused sunbeds had towels removed so never had a problem with beds around the pool. Rooms were very nice and spacious and always spotlessly clean.All in all lovely hotel.
The bad..
Red level is not worth it for the so called extras. The red level area is pleasant with well presented snacks but very little to choose from and unless you are there when they are put out they go very quickly, can only be described as "titbits"
Three coffee pods and two of the smallest portions of milk per day seemed very meagre.
Balconys are very small (important to us)
Bathrooms are very dated and a let down compared with the room itself
Gym is poorly equiped if you are into training with weights etc.
Pool is Freezing, never saw any one in it more than two minutes.
Personally thought the price of drinks around the pool were very expensive. Two Gin and tonics 20 euro, sounds expensive to me.
All in all had a lovely stay but would try somewhere different next time in the area.

Room Tip: Junior suites have wrap around balcony which is larger than any other suite and are a nice size
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  • Stayed June 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lluis Miquel G, E-Guest Experience at Gran Melia Don Pepe, responded to this review, June 15, 2013
Dear johnrDurham,

In the first place we appreciate your positive comments in relation your recent experience at Gran Melia Don Pepe.

We also thank you for having taken some of your valuable time to send us your comments, especially referring to our Red Level room and swimming pool area. Be sure that your comments will help us to keep improving our service and product.

As you know we believe it is only through listening carefully to the comments and suggestions of our customers, that we will be able to achieve the constant improvement, guest satisfaction and quality service that we strive for.

We hope you visit us again and of course we will be very pleased to welcome you.

Greetings from Herat,

Lluis M. González
E-Guest Experience
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Peterborough, United Kingdom
1 review
4 of 5 stars Reviewed June 10, 2013

Just back from another good holiday at Gran Melia Hotel.The RED Level service is overrated and needs to be improved to be a meaningful and worthwhile service.On the other hand,the Ladies in red at breakfast ,we found were most helpful and polite.They certainly are not rude or try any hard selling in our experience.Quite the opposite,They are a friendly face and welcomed us with a smile every morning.
My only complaint is that having been a long term customer over many years and achieving a Platinum Melia card,that the hotel was not more proactive about ensuring we received our benefits.I am still awaiting a reply following queries I had to my entitlements when settling our bill.They seem to agree any benefits begrudgingly.#
This will not put us off returning as we love the Hotel,particularly its position and staff like Rafeal at the pool ,Manuel the pianist and Fina 'the lady in red'.
JW

  • Stayed May 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lluis Miquel G, E-Guest Experience at Gran Melia Don Pepe, responded to this review, June 17, 2013
Dear jrw10,

First of all, we would like to thank you for choosing our hotel for your recent stay in Marbella.

As you know our principal aim is to give you our best service, make your stay unforgettable and reach your expectations. Your comments will help us with our continuing effort to assure our Guest Satisfaction.

We are really concerned about your comment about our Red Level Service. Not only for being our regular guest but also for belonging to our loyalty program as a Platinum Member we always try you to feel in the Gran Melia Don Pepe as at home. We do our best to offer a personalized experience, with a warm welcome from our Red Level Team and a gift attention in your room at your arrival.

As you know at Meliá Hotels International we have recently changed our Mas program to Meliá Rewards. And that means having different benefits like special prices on your bookings and access to the Red Level lounge in all Gran Meliá Hotels & Resorts. We do apologize for not having been able to offer the benefits from the old program. We invite you to get more information in Melia Rewards Website.

We hope to welcome you back to your home in Marbella and have the opportunity to offer you our best smile.

Greetings from heart,

Lluis M. González
E-Guest Experience
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Scotland
Senior Contributor
43 reviews 43 reviews
11 hotel reviews
Reviews in 18 cities Reviews in 18 cities
27 helpful votes 27 helpful votes
3 of 5 stars Reviewed June 9, 2013

On a previous visit to Marbella, we had admired this hotel for it's location on the beach front so close to central Marbella and so decided to book for a short break in June. We upgraded to Red Level as we thought that this would enable us to experience the best services that the hotel had to offer. Oh dear! If this is the best that Melia can do in their Grand Luxe 5 star hotels, then they need to re-think! First, check in was a let down. Indifferent welcome by reception staff, some inexplicable delay with their paperwork and no Red Level privileges explained. The room was on the fourth floor, in the centre of the curved building, with a sea view. Please note that although these rooms have balconies, their position in the block means that they don't really get any sun. Beds were reasonably comfortable but as other reviewers have mentioned, doubles are converted singles. There's a pillow menu. Bathroom was poor especially the shower which desperately needs upgrading! Red Level meant Clarins shower gel, shampoo, conditioner and body moisturiser which were replenished on a regular basis by housekeeping. TV was terrible - about half the channels didn't receive a signal. Wi-Fi was acceptable speed. Of the two wardrobes, one accommodated the safe and hanging space was limited, and the other had a rail running back to the front (very old fashioned!) which offered ridiculously limited hanging space. Minibar was well stocked if you like that kind of thing, but complimentary bottled water was in very limited supply. I wasn't aware there was an ice machine on our floor until another guest told me! The hotel should keep the information file in the room up to date.

Housekeeping/Cleaners - they should be given an award. Friendly, very efficient, quiet and quick.

Restaurants - Breakfast spread was excellent. Lots of staff. No timeshare lady in red around the tables thank goodness! Maybe we were lucky.....

T Bone - weird experience for a five star hotel! Poor service, charges for items that we didn't have. Steak was amazing, but think there are some issues that need serious investigation.

Swimming pool and grounds - the gardens were lovely. Raphael at the swimming pool was helpful. Plenty of loungers available but you have to seek out the attendants to get the best help. Drinks service not a problem. Pool temperature is a bit refreshing - the pool was empty most of the time (including the small pool for kids) so guess that other guests thought it was a bit chilly too. As previously reported, the indoor pool is out of action - I watched the small team working on the new roof and I think it will take a few months before it will be finished. Music was piped outside but didn't hear it really.

Red Level Lounge - waste of time. Some hot and cold drinks, curled up canapes, nuts and crisps. Unsure why you would want to use this lounge as there is nothing else there and there's no service to speak of!

Cappuccino Bar - this was a great place to chill out and watch the world walk by. Yes, it was a bit expensive, but the food was good, cocktails nice, coffees excellent and the service up to the standard of five stars. Plenty of tables in and out of the sun, and chill out relaxing music. Loved this place!

Summary - this hotel is really handy for the short walk along the beach front to the city centre (20mins) and a longer walk to Puerto Banus if you are feeling a bit more energetic (Douglas and I did this twice and got the catamaran back to Marbella marina. It runs high season hourly). However, the hotel really needs to address some staffing and room issues that are just unacceptable for a five star hotel so that it really lives up to expectations. Forget Red Level, it's not worth it!

Room Tip: Higher is better. Balconies are small and if you want to sunbathe on them, choose another hotel! O...
See more room tips
  • Stayed June 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lluis Miquel G, E-Guest Experience at Gran Melia Don Pepe, responded to this review, June 15, 2013
Dear Mr fcg1959,

Thank you very much for your feedback and for taking the time to share your opinion in tripadvisor.

We do apologize for all the inconvenience during your stay, starting from the check in. In order not to consume too much time during the check in with all the benefits that includes being at the RL and to make sure that no information is missed, we receive our guests with a welcome letter in the room where we specify all those benefits.

Some of the rooms actually have two single rooms and others have king size bed, we need this info upon reservation in order to make sure that we assign the best option according to your wishes.

We keep on improving all our facilities in order to give the best service to our guests and not being, thanks to that we have just open the new gym facing to the see, the New Copo Restaurant, next to the swimming pool, last year we inaugurated the Ocean Suites... we think that our guests deserve the best services and the best facilities and we do our best to get them. And for this reason we really appreciate all your comments, because this is the best way to know what else we need to improve.

We are really sorry for the incident with the ice, we have a info book in every room to inform which are the facilities in the hotel. In the same way than with the RL benefits, we leave all the info in the rooms in order to make sure that all our guests have it. We hope that with the daily ice replacement that all our guests have for being at the RL would be enough.

We regret to read that our selection of snacks in the RL is not up to your wishes, we try to cover everybody’s from our selection of sushi, salmon, Iberian ham and Iberian smoked sausages, till the cold soups like ‘gazpacho’

The swimming pool has been actually closed due to a security reason, there was a problem with the structure and we needed to take actions. We are doing our best to open it in the following weeks.

We do hope you give us another opportunity at the Red Level in order to exceed your expectation with our personalized service.

Greetings from heart,

Lluis M. González
E-Guest Experience
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Perth, United Kingdom
Top Contributor
86 reviews 86 reviews
29 hotel reviews
Reviews in 33 cities Reviews in 33 cities
223 helpful votes 223 helpful votes
3 of 5 stars Reviewed June 8, 2013

I stayed for 6 nights in a Red Level Sea View Room in June. Some of the elements in this hotel are excellent but others leave a lot to be desired and I was disappointed. So here are the positives first. The breakfast buffet is one of the best I have seen almost anywhere: a wonderful selection and excellent service throughout with a very nice 'kids only' section with everything any child would love. Regarding the bedroom, the house keeping services were faultless and most impressive.
And now the rather longer list of negatives.
The worst element by far was the shower. These days, what you expect at the very least from a hotel with a 5 Star Grand Luxe classification is a decent shower. I can say with absolute certainty that the shower was the most pathetic I have seen in any hotel anywhere in the world in the past 40 years. If you came across a shower as poor as this in a 1 star backpackers' hostel you would complain but in a 5 Star Grand Luxe it is an utter disgrace. Before the management jump in and tell me I should have reported it so they could fix it, I can say categorically that it was working perfectly within the range of its feeble capabilities.
I paid a premium to avail myself of their 'Red Glove' service of which they extol the virtues loudly on their website, promising the most superlative guest experience ever. This is a total fallacy. I was given no 'Personal Check In' - which I accept as it was slightly later in the day. No welcome drink and no mention at any stage in the check in that I was a 'Red Level' guest. The private check out which they also promise did not happen even although it was within the hotel's normal hours. In fact the check in experience could only be described as extremely poor. I am sorry to say that in the entire six days, I the front desk service very unsatisfactory. It seems to be staffed by older males and each time I went with a simple enquiry I came away unsatisfied. Here is an example. I saw a notice which was displayed in the foyer for Gran Melia Rewards guests. It advertised their 'Summer Promotion' and asked GM Rewards card holders to go to the desk and ask for a free scratch card to have a chance of winning some nice prizes including extra reward points. I went to the desk and asked for one while pointing over at the sign. The guy on the desk went away and came back with a piece of paper on which he scribbled the hotel's free wi-fi password! I explained this was not what I was asking for. He shrugged his shoulders and said that he knew nothing about any scratch cards. On the subject of the hotel's free wi-fi, it was actually very good and worked well however I found that plugging my laptop into the ethernet socket on the wall in the bedroom gave me a much faster connection. This was also free which was good. However, if you go to their 'Business Centre' they have six PCs which you can use at the staggering cost of €3 for 15 minutes! Disgraceful.
We had dinner one evening in the hotel's 'T Bone' restaurant by the pool. The steak was excellent but once again the service was poor and patchy. As other guests have reported there were items charged on the bill which were not ordered and had to be challenged and most items which we did order had to be asked for several times and we were constantly chasing the waiting staff and restaurant manager to find out where the food was. This made for an unpleasant dining experience. Little annoyances like the vegetable side dish that was ordered with the steak was not delivered to the table until after we had eaten the steaks.
The Cappuccino Cafe was very good with an excellent selection of dishes for all times of the day and in particular an outstanding Chicken Tikka Curry which I really enjoyed. I did find some of the items overpriced - such as €16 for a small cheeseburger and chips even although it was very good. Service was pleasant and friendly.
One of the 'advantages ' of paying the premium rates to enjoy 'Red Level' service is the use of the hotel's 'Red Level Lounge'. I have stayed in many hotels on their executive floors and have found the quality of executive lounges to be quite variable. The food and drinks on offer in Gran Melia, sadly, comes at the bottom of the heap. The snack and canapé selection which I experienced was very poor. This was most certainly another reason why paying extra for Red Level is probably not worth the cost.
The gardens in the Don Pepe around the pool are lovely but Fiona found the water in the main swimming pool to be almost too cold to swim in and she is a hardy soul! We were unable to take advantage of their heated indoor pool as it was in the process of being renovated for the entire duration of our stay and was closed. There was no pre warning of this from the hotel and the only way I discovered it was through other TripAdvisor reviews.
To summarise, Fiona and I did have a most enjoyable break in Marbella. The location of the hotel is pretty much perfect and the weather at this time of year was lovely. I would not come back to the Gran Melia Don Pepe or recommend it to others for all of the reasons listed above. When paying top rates, I would have expected top rate facilities and services and this hotel just does not deliver.

  • Stayed June 2013, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lluis Miquel G, E-Guest Experience at Gran Melia Don Pepe, responded to this review, June 15, 2013
Dear Mr dgc,

First of all we would like to thank you for taking the time to share your opinion about your stay in Gran Melia Hotel in Tripadvisor and especially about for your comments about the breakfast, the service and the housekeeping services.

We do apologize about your inconvenient with the shower, as soon as we receive a feedback we ask our technician to go and fix it.

Regarding the Red Level experience, we are really concerned that we did not achieve your expectations, we try to cover as much as possible during your stay being at the RL. Starting from a private check in, unless the arrival is very late in the evening, in that case we contact our guests to make sure next day that everything is up to his wishes in the room and in the hotel . This personalized service try to cover as well your free time, offering you complementary tennis classes, play stations for the kids, a complementary open bar in the evening, which includes gin, whisky and a variety of drinks. Likewise, we offer a complementary laptop to be used at the Red Level Lounge, exclusively for the guest with access to the Lounge. We regret not have been able to transmit the information correctly.

We regret that the T-Bone, one of the most appreciated culinary concepts for our customers, has not been to your liking

We truly consider all your comments in order to keep on improving our service.

We will we delighted if you give us another opportunity to serve you again and exceed your expectations with the Red Level services.

Greetings from heart,

Lluis M. González
E-Guest Experience
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 Don Pepe

Address: Jose Melia s/n, 29600 Marbella, Spain
Phone Number:
Location: Spain > Andalucia > Province of Malaga > Costa del Sol > Marbella
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Marbella
#4 Luxury Hotel in Marbella
#7 On the Beach Hotel in Marbella
#8 Business Hotel in Marbella
#8 Romantic Hotel in Marbella
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Gran Melia Don Pepe 5*
Reservation Options:
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Also Known As:
Gran Melia Don Pepe Hotel Marbella
Gran Melia Marbella
Gran Melia Hotel Marbella
Don Pepe Marbella
Don Pepe Hotel Marbella

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