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!
Higher is better. Balconies are small and if you want to sunbathe on them, choose another hotel! O...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mr fcg1959,
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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
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.