What NOT to expect from a 5-star hotel with a 4.9 google rating (more than 8000 reviews):

1. Close to 2 hours delayed check-in
2. Dirty room at arrival with i) pubic hair in the bathtub, ii) hair/dirt in the sink, iii) dirty towel and bed linen, and iv) hair on the couch
3. Below average breakfast, dry food, chaotic service with severe understaffing and broken chairs
4. Constant tourbuses blocking the main entry making it difficult/impossible for other Grab cars to come to the main entrance
5. Dead bug under the pillow after the bed linen was changed
6. Employees over-promising and constantly under-delivering, spouting complete nonsense all the time (read more about Louis below)

I want to talk a bit more about Louis. When checking out we found a dead bug under the pillow (bed linen was changed the day before). We brought this to the lobby as feedback and was met by Louis. He apologised and promised that if we give Melia another chance in the future he will personally make sure that our stay is perfect. As compensation I asked for the hotel to order us a cab to the airport later that day. I made it clear several times that we have a lot of luggage and that we are travelling with a baby so we need a big 7-seater car - to which he kept nodding and promising he would fix that. When we arrive back at the hotel to leave for the airport Louis had (surprise surprise) not ordered a big car, but a small sedan. Due to short time we had to stuff our luggage in the backseat - not an ideal situation with a baby! This is the same guy that promised to make sure our next stay with Melia would be perfect. Well, if you can’t remember to book the correct car (4 hours after promising it) how the hell can you promise something like that? Complete BS from the staff!

I normally don’t want to single out and employee, but that incident really stood out to me. Is this how you train you employees? To just say a lot of stuff and promise things they can’t deliver on?

FYI, to any other readers I suspect that the google rating here might “fake”. A lot of 5 stars with little to now text other than a name such as «Anne» or «Helen». I suspect the horde of Korean tourists are incentivised to give this a 5-star rating without actually meaning it. In my opinion this hotel does not deserve such a high rating!!