Meliá Madrid Serrano

Adding to my initial review as seems that the response to my review only further demonstrates their failure to acknowledge their wrong doing and blame customers. 1- at no point did I request early check in!!! 2- I have no issue with someone checking eligibility to enter a secured part of the hotel!!! What I did not appreciate was the comment made to me by the team member!

Will be taking this further. Thank you

Worst experience I’ve ever had at a hotel.

Arrived slightly earlier than check in and went to “The Level”, for a supposed more luxurious experience. Everything started well, left my bags there when I checked in and they said they’ll call me when my room is my ready. Was called an hour later and accessed my room only to see it was not the room type I had booked but the lower value room. I went back up to the level to show my dissatisfaction and was first told that “it was the room type I paid for”. I showed pictures and their own websites description of what the room type I paid for stated and the description the lesser value room showed. I was met with an attitude from the so called manager of the level who kept telling me that I was wrong.

Then all of a sudden the statement later changed saying “you asked for a room earlier so we gave you this one as it was available now”. At no point did I request a room earlier. All I said was that if the room was available earlier to just let me know and that would be great. I was in no rush and at no point asked for a room quickly. At that point between the two members of staff, I was made to feel like I was some argumentative and complicated person when all I wanted was what I paid for.

I was then offered another room and then told “wait this one is not available now” and then got offered another one…. One that matched the specifications of the room I paid for. I stated then and state again, I appreciate that every room is different within a category, but it should at least meet a minimum requirement of what is stated on the advert. I had asked to speak to the manager of the hotel more than once and was told, “they’re not available”. Completely ruined my whole mood for the rest of the stay.

The first day of my stay, when I would return to the level, I just felt hostility from the front desk. I would walk past and get either silence or some awkward hello. In the evening when someone different was at the desk, they asked me my name and room number to confirm I had access. Once I said my name they responded “oh yes I heard about you”. Who even says something like that? Heard what? After that I no longer attended the level for my next days of breakfast and just went to the main dining area on the ground floor. I was provided a sorry note from “management” and some complimentary pouch as an apology. For what? When the whole time I was made to sound like I was the one who was difficult and wrong? Why all of a sudden am I being apologised to.

The stay at this hotel completely ruined my whole mood. Imagine staying somewhere where you feel hostility despite paying a significant of money.

Definitely will never visit again.