We had chosen one of the rooms with a terrace on the top floor, and it turned out to be a perfect choice where we enjoyed the first breath of fresh air in the morning and to relax before going to bed. The hotel is very clean, the breakfast is 'dangerous' (tempting you to eat too much), and the staff is gentle and efficient, so what can you wish more? Only one thing surprised us with a big bang. How is it possible that a five star hotel does not have toilet seats with soft close?
The hotel is located in a beautiful calm, but more upscale area. We went during Covid so unfortunately the pool was closed, but everything else was top service. The staff were very kind and polite, the breakfast was delicious and the room was impeccable - nice bed, bathroom and amenities (like Rituals products in the bathroom). Nice touches. We had a private balcony room - with a beautiful view! Would 100% recommend.
Overall, experience was average for a 4-star hotel. Very short of expectations for a 5-star venue. - Furniture in the room was quite aged, bathroom amenities were very average, with some towels having holes in them. - Breakfast selection was composed mainly of industrial foods with very few local selections. Many lost opportunities considering the overall food quality in the region. - Wellness was non-existent - there is a very small swimming pool and a steam bath. The swimming pool was by reservation only and was virtually impossible to book, despite that is was actually empty most of the time, and the small steam bath was switched off completely. - Overall, the staff seemed to be in reactive problem-solving mode, as opposed to proactive guest experience mode.
Yes, you read the title correctly. Hospitality is an industry I understand. Five years ago, I left that industry, but I worked for the luxury brand of Marriott Hotels for eight years. I stayed at the Melia Genova from January 25th to January 27th. It's a boutique luxury hotel, and my stay was made at the last minute. I was sightseeing and enjoying the city, but I had a work emergency and decided to stay at the Melia to get to work on my laptop. So I check in to the hotel in the late afternoon and go upstairs, unpack and get to work. After hours of taking calls and fixing problems, I get up to use the bathroom, and I lift the lid to the toilet seat, and it's been used. Luckily it was just urine, so it wasn't immensely disgusting, but I still have to urinate, so I flush the toilet, do my business, and head downstairs to speak to the front desk. Some things need to be said in person. I first asked for a manager, but nobody was available since it was past 8 pm. So I explained what happened to the front desk lady, and she immediately got defensive. Now, I am not going to yell at the front desk for a mistake that housekeeping made. So, I was surprised when she became defensive because I was simply explaining the situation. Her response was along the lines, "I don't understand why you didn't call us right away." I had to explain to her that I didn't want anything from her that I thought it would be best to talk in person and that I am simply telling her so that she can tell her boss, which inform can talk to the head of housekeeping and fix this situation so that it never happens again. Now, while I can dismiss the mistakes made by the front desk attendant as simple shock or undertrained, I cannot dismiss the fact that no supervisor reached out to me in my two-day stay. You're a boutique luxury hotel. Your whole business model is based on return clientele. Now I'm left wondering if the front desk agent never told her supervisor, or they thought it was a hoax or simply didn't care. If a used toilet doesn't deserve five minutes of a supervisor's time, simply state that they are sorry and that the issue has been fixed and give assurance that it will never happen again, then what does? That's enough on that subject. The other thing that made my stay unpleasant was that the queen size bed did not have a queen size mattress. They put two smaller mattresses together to make up a queen-sized mattress, leaving a fissure in the middle, making it very uncomfortable to sleep on. Also, while the rooms have these beautiful extra large hinged windows, they are not as beautiful when you realize your neighbors can look directly into your bedroom. \…
We booked this hotel in August for a romantic getaway and then, due to some family issues, they kindly agreed to move the booking for us last minute. They didn’t have to, so this was very appreciated! Customer service here is second to none - it is worth noting that everyone at reception is extremely polite and attentive - they booked restaurants for us, as well as two fit to fly COVID tests, for instance. A couple of issues however made me think this hotel is not a 5 star venue. - We had booked the suite with private balcony - the room itself was huge and really lovely, but not luxury. For instance, shampoo dispensers look cheap, and the hot tub on the balcony was not a hot tub, sadly - despite multiple tries, the water never went above 35 degrees, which is an issue in December. The hotel gave us some money back, but this was not the experience we were hoping to have. - Breakfast was disappointing. Cappuccino was not that tasty, and food selection was quite limited. Not bad, but definitely not fit for a 5 star hotel. All in all, venue is lovely, with a great entrance and excellent customer service. It is perfect for business clients, not the best for couples - rooms are quite “dry” and do have much character.…
Maybe just because we travel with dogs, sometimes hotels tend to put us in their crappiest rooms. We pay the same rate as other clients and on top of that a dog fee that is not ridiculous, so I find this really not correct. In Melià hotel we booked a SUITE, that was pretty aged, not too maintained and DIRTY! Absolutely not worth the money spent.
This is a a nice Hotel in a clean neighborhood. The Hotel provides also secure Parking! We had the junior Suite. Nice Room with plenty of Space. Nice Bathroom with Rituals products. WiFi was good and free. 10 min walk to the City Center. Train Station about 20 min walk away.
Excellent hotel - we got a large room with huge terrace. Bathroom was also large and it had a bathtub and 3 showers - one at bathtub and 2 on the shower cabin. I am looking forward to use the spa next time. Hotel is situated within walking distance of historic city center (10-15 minutes). The staff are excellent - really polite and helpful. COVID19 protocols are taken seriously - you can’t come into the hotel without sanitising your hands and having your temperature taken (entrance door won't open until you take your temperature - this is the first place I saw this), so it’s really nice and safe.
This a hotel better suited for business , its okay to stay if you are a tourist but there is no charm , or something that keeps it worth remembering. Other than that room and bathroom are great . Just for our room with have no views just the one inside the building .
It is not a 5-star hotel anymore. - Forgot sth in the car. It took more than half an hour to get it. - Rooms old fashioned. It didn‘t felt comfortable. - Sun shades broken - Toilet flush broken - Baby bed was not a baby bed, but a playpen - Breakfast below standard - Restaurant too small and noisy - Covid-19 measures were not taken seriously