We selected this hotel because we thought it would be a good place to travel with a small child.
When we got there, we were greeted by a person at the reception who was not helpful at all. He checked us in and gave us our room key, but didn't tell us where our room was or how to get there. He didn't give us any other information about the hotel such as places to eat or information on entertainment. Information about the hotel is a courtesy, but one that I would expect from a resort such as Melia.
We asked about possibly upgrading our room and the guy said the only way to upgrade would be to select royal service for $50/person per night. We told him that we had called the resort a couple days prior and there was a promotion that they were offering, but he said that no such promotion had existed. We decided to stay in our original suite (family junior suite)
We chose the family junior suite when booking thinking this would be a good fit for us. The cost was roughly $60 a night more than the junior suite. It turned out, when we got there, that the family suite was the exact same size as the junior suite (I think they actually say this on the website), but none of the family suites have been renovated. My in-laws came with us and got the basic junior suite and it was actually much nicer than our "upgraded" room. The family suite was cramped and the bathroom was disgusting.
We again called about an upgrade and were put back in touch with the guy who checked us in. Again he pushed the royal service room and suggested there were no other rooms that we could upgrade to. We decided to go back to reception and talked to someone else. We met someone who offered us a suite that was basically two suites with a door connecting the two. It would be $40/night more than what we were currently paying for the family junior suite. After we saw the suite and decided we would upgrade, we were sent back to reception where it took 1 hour to process the room change. After that, it took another hour for them to move our bags to the new room. Through the whole thing, we had to constantly fight with the staff to help us.
There were other instances regarding the poor customer service and they mostly revolved around the staff at reception. The staff in the restaurants and bars were quite nice though.
Aside from the service, we found the resort to be much too big. Due to the heat, we had to take the "train" to get around the resort. Often times, the train would be quite full and you may have to wait for the next train. The resort was beautifully landscaped and the beach was very nice.
The food at the resort was disappointing. The best restaurant was actually the market place buffet. The a-la-carte restaurants were hard to book and the food was not very good.
Our initial experience with the staff definitely put a damper on the vacation and our image of the place improved somewhat over the week we spent there.
Given that this is a 4+ star resort, we didn't think we got the value that we expected. We do not plan to return to this resort.