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“5 star hotel 2 star service, value and food”

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Gran Melia Palacio de Isora Resort & Spa
Ranked #2 of 2 Hotels in Alcala
Certificate of Excellence
GreenLeadersGold level
Level 3 Contributor
9 reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“5 star hotel 2 star service, value and food”
Reviewed October 9, 2013 via mobile

I have spend a lot of time in Los gigantes and have watched them build this hotel, and decided to spend 3 days here. The hotel and the rooms are exceptional, although you would expect them to be top notch for the price.
We arrived and checked in and was more than happy with our initial impressions, we decided to have lunch at the grill beside the pool, my girlfriend decided to look at the salad bar, not very inspiring, no lettuce, no cucumber and no tomatoes, surely these are key ingredients to a salad bar?! So we opted for a cheeseburger, a tuna toastie , one coke and two very small beers, this was a very average pool side lunch, would even describe it as poor, and at 34 euros it is a disgrace, I don't mind paying for things as long as the quality is there. We spent the afternoon by the glorious pool, probably the finest I have been to in the world. We ordered some drinks from the pool guy and they were brought efficiently to my girlfriends horror the bar server had wrote his own tip on the bill for 3.5 euros!


The evening restaurants look amazing and the menus look exquisite, although the prices were simply ridiculous, knowing Alcala we'll we decided to eat out well and at half the price. We highly recommended sauc which is on the sea front and 5 minutes from the hotel. I would book though as half the hotel seems to have the same idea.

We returned to the hotel for the evenings entertainment in the theatre, very good and would highly recommend watching the shows, there must have been 300 plus people watching the show and one girl serving drinks, WHO IS RUNNING THIS HOTEL????? Couldn't really be managed any worse! Surely you would have 4-5 drinks serving staff, to maximise customer spending, it was impossible to get a overpriced drink..This was also the case on the second night.
I could go on forever about faults about this hotel but I've had my rant now.
This is a real shame as the hotel is magnificent, simply stunning, just let down by bad management...

What I would recommend to the management reading this now, rather than wasting your time replying saying we appreciate all your comments etc, is to get out there and experience your hotel as a guest and see if you think the service and quality comes anywhere near the 5* plus which you claim it is because it is far from it.

Stayed September 2013, traveled as a couple
Helpful?
7 Thank Yorkshirewharf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Pablo Q, Guest Experience Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, October 29, 2013
Dear Mr. 2828laura,

Firstly, the entire team of Gran Meliá Palacio de Isora want to thank you for sharing your experience with the rest of the Tripadvisor community.

Thank you very much for you constructive and criticism comments. Do not hesitate that we will take good note about them in order to keep improving our service, ensuring a good quality service and guest satisfaction. We are really sorry for your experience did not be thoroughly satisfactory and we promise to review, analyse all yours comments in order to not to repeat this kind of situation. They will be shared with each supervisor area.

We will be delighted to attend you in future if you give us a second opportunity. We would like to see you again in our hotel Gran Meliá Palacio de Isora, as soon as possible.

Kind regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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London
Level 5 Contributor
70 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 84 helpful votes
Reviewed October 9, 2013

Stayed here for the 2nd time this year in late Aug/earlySeptember and the experience was not as good as April - the hotel seemed short staffed and everything took longer. It is a good place to go with young children and only 45 mins from TFS airport, the restaurants are good and you would not get bored with the food for 7 nights - after that you may want to venture out to the nice local village 5 mins away.

hotel drinks are expensive (we bought some wine from the local supermarket - lost of bottles there for 3-15euros each) and avoid garden view rooms that look over the fish pond at the back of the buffet restaurant - it can be quite noisy late at night with plates and cutlery noises from staff cleaning up.

Since june they now charge Euro20 / day for babies which is a rip off so will find somewhere else to stay next year.

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank captainsimon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Pablo Q, Guest Experience Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, October 28, 2013
Dear Mr. Captainsimon,

Thank you for taking time to report your recent experience at Gran Melia Palacio de Isora, we are really happy to read your feedback on Tripadvisor about your recent visit.

Your positive feedback is very much appreciated. We can assure you we always try to do everything as possible to create enjoyable experiences to our guests, and we will consider all your comments like a great value that help us to improve.

It would be a pleasure for all of us to welcome you back in the near future.

Kind Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level 5 Contributor
69 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
Reviewed October 9, 2013

I recently returned from a 10 night stay with my wife and 8 month boy, and have to say I really have nothing but good things to say about the resort.
I was a little apprehensive if honest as we usually like to stay in more boutique style properties, but having the little one with us now, we wanted something that had plenty of choice in the evening without having to wake him up by getting in and out of a car etc.
Quite simply this place delivered! There are a wide choice of restaurants to chose from, even if you are on half board (as we were) you still have the choice of 4 different restaurants, and while the standard and variety of food at the main buffet style restaurant (Pangea) is great, the Italian restaurant and Ocean Club restaurant (amazing place to eat at sunset) we as good if not better than any independent restaurant I've eaten at on holiday the past few years. They also have 3 other restaurants that while not included fully in half board, you do get 25% discount at. We ate at the Japanese one night and it was also to a very high standard (though it was pretty empty and lacking atmosphere.....probably as the half board options we simply so good!)
There's also a great Terrace Bar that has rotating entertainment (not that great if honest) and live DJ playing till about 11pm (followed by more chilled music), which was great.
During the day there is a great choice of pools, especially is you don't have children as there's a separate adults only area, so rather than feeling like I was on a huge resort (which was my main concern) you still feel like your at a luxury hotel.
Overall we had a fantastic 10 day stay and this is definitely somewhere we'd look to go to again as our boy grows up as I think he's enjoy it even more than we did!

Stayed September 2013, traveled with family
Helpful?
2 Thank Clappo52
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Pablo Q, Guest Experience Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, October 25, 2013
Dear KevANDHayley,

Firstly, the entire team of Gran Meliá Palacio de Isora want to thank you for sharing your positive experience with the rest of the Tripadvisor community.

We are really happy to read words as nice as yours. To know that our staff and service have exceeded your expectations encourages us to keep working day by day to maintain this proposal of high level that characterize us.

We will be glad to welcome you back again. We are at your disposal for anything you need.
Best greetings,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Stafford, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed October 8, 2013

Just arrived back from this hotel, absolutely fantastic. As soon as we arrived, we were made very welcome, very pleasant, and nothing to much trouble for them.

Well rooms to die for, extremly clean, and the bed soooooo comfortable.

Entertainment was very good, food great, I would recommend the Tappanyaki restaurant very nice, this is expensive, but well worth it, we went twice in the week we were their.

The hotel is very beautiful, and the infinity pool is so nice and relaxing.

Basically I would reccomend this hotel to anyone, and already have.

A brilliant week in paradise for me and hubby, already thinking about going next year for 2 weeks.

  • Stayed October 2013, traveled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank yvonne1968186377
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ireland
Level 2 Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed October 8, 2013

Were do I start, When booking I asked for a suitable room for my wife who has difficulty walking.
They gave us a room close to reception and close to a lift so she could access the pool area.
We went to all the restaurants and the selection of food is brilliant and well cooked and well presented .
The staff from the cleaners to the management are absolutely first class and nothing is to much for them.

The hotel is spotless and is kept that way

The hotel is absolutely beautiful and the entrance is breathtaking
This is my 2nd time here and I will be returning next year

Room Tip: The rooms are all good , try and get one on the lobby level ,therefore you should be handy to everyw...
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank cagneyIreland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Durham, United Kingdom
Level 3 Contributor
17 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed October 6, 2013

We decided to 'push the boat out' this year. Afterall we have wanted to visit the 'Sensatori' in Tenerife for a while. We were not disapointed. We booked a week via Thomson with Full Sea View and AI. The view from our room (5099) was superb, looking over the bar terrace, infinity pool and out to the ocean to La Gomera.

Your holiday can be as busy or as relaxing as you want. They have a daily activity intinerery which is all 'opt in' so you do not get pestered to join in one little bit. My hubby went to the gym a few times and really liked it.
Our room was comfortable and clean, and the bed was huge! There were no faults in the room at all and very few complaints about the hotel. It was stylish and clean and ideal for the Sensatori experience.

We just loved the decor and ambience of the place. We would return tomorrow if we could. We came back fully relaxed and chilled out,which was our goal.We will definately return.

The only complaint if I really had to think about it was the bar service. Yes it was a little slow, but they eventually got to you! We had absolutely no problems booking restuarants, or finding sunbeds. The entertainment was good, we saw a variety of shows ranging from Lady Gaga (fab!) and Hayley Ria Christian (mowtown / whitney Houston type songs) also fab and a few shows by the thomson resident cast. Also good.

Just go and experience it for yourself and ignore the negative reviews on here.
I honestly think people complain about the most trivial things.

Enjoy and indulge yourselves, we certainly did!!!1

Room Tip: Worth paying extra for a seaview room on a high floor.
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Coggsy_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Pablo Q, Guest Experience Manager at Gran Melia Palacio de Isora Resort & Spa, responded to this review, October 25, 2013
Dear Mrs. Coggsy_11:

In the first place we appreciate your positive comments in relation your recent experience at Gran Meliá Palacio de Isora. We also thank you for having taken some of your valuable time to send us your comments.

We are pleased to know you have enjoyed our facilities and service, it is wonderful to read your great words. I would like to thank you in the name of all the staff for your feedback; it helps us to know that our decisions are in the good way.

We hope to see you soon in our hotel. If you need something for your reservation in the future, don’t doubt and contact with us.

Kind regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
manchester
Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed October 6, 2013

This hotel and the whole holiday itself was incredible. I cannot believe that anyone can critise this hotel and would recommend the holiday to everyone.
We stayed end of September- early October and this was the perfect time to visit as the schools had gone back the hotel seemed quiet and i imagine it was quite empty, therefore we did not have problems with service in restaurants at all. The area is very very quiet, do not visit here if you like nightlife, but it was perfect for us to relax quietly in.
As soon as you walk in to the hotel you will be awe-struck at the decor and chandelliers! And the room was so nice also, very spacious, bed very comfortable, big powerful rain shower, all british TV channels, spacious balcony and we had a view over Mount Tiede.
The 20 euro green scheme is very good, if you choose not to have maid service one day you get 20euros credited to your room. We saved this up to get a Bali Bed which was such a treat. Bali Beds are either 30/60/150 euros- we got the 60 euro one- great location and Cava.
Exercise programme was fantastic. Best we've seen anywhere, every hour you can do a different class or sport and the trainers are great, makes you feel less guilty eating all the lovely food! Cocktail making class, also inc, was fun.
Buffet food was the best buffet i've had, and the restaurants were lovely too. Wine with meals was nice also. We found It wasn't difficult to get a booking at all for any restaurant.
Perfect for young couples, we are 22 & 25 and loved it- very fashionable and modern hotel. Total relaxation and a special treat :)

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank emma3456
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Gran Melia Palacio de Isora Resort & Spa

Property: Gran Melia Palacio de Isora Resort & Spa
Address: Avenida Los Oceanos s/n, 38686 Alcala, Guia de Isora, Tenerife, Spain
Phone Number:
Location: Spain > Canary Islands > Tenerife > Guia de Isora > Alcala
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 2 Hotels in Alcala
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Gran Melia Palacio de Isora Resort & Spa 5*
Number of rooms: 578
Official Description (provided by the hotel):
The natural beauty of Tenerife combines with an intense passion for service in the most superior luxury hotel on the island. With the Atlantic Ocean at its feet and the majestic Teide as a backdrop, the stunning scenery and eternal spring climate allows the Gran Meliá Palacio de Isora to provide guests with endless magical moments. The hotel has taken care of everything down to the very finest detail in each of its rooms, creating a personalised setting to ensure your total satisfaction. Imagine the experience of viewing the sun setting over the ocean from one of the magnificent rooms in this fantastic resort, the best 5 star hotel in Tenerife. ... more   less 
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Also Known As:
Gran Melia Palacio De Isora Hotel Alcala
Gran Melia Guia De Isora
Palacio De Isora Gran Melia
Gran Melia Palacio De Isora Resort & Spa Guia De Isora, Tenerife

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