Meliá Sol y Nieve — Hotel in Monachil

I booked this hotel as I am an independent travel agent and I was looking forward to writing a review for this hotel for my potential clients and my network of other agents who would advise their clients to visit. ||Upon arrival, check in was slow and disorganised and took quite a while. We had booked 2 rooms and luckily for us one of the rooms was upgraded to the level (no one told us at the time - we found out a day later when I checked the app) The second room was booked as a standard deluxe, but no one at check in even attempted to upsell an upgrade which was a shame as my friends would have paid for it if offered. |A little disappointing that our room upgrade didn't come with all the benefits of the level tier - again had we known we would have paid the extra. ||Apart from check in all was fantastic at the hotel, we bought our lift passes at the machine in reception and I had booked our ski are with a company that partnered with the hotel so that was a breeze. Breakfast was wonderful, loads of choice and good quality food. ||We wanted to use the spa in the hotel and when we enquired we were told it was €39 pp, but if we listened to a 30min sales pitch we could go for free. We decided to see if the spa in the sister hotel was any cheaper and when we rang they said it was €25pp, so we booked it. On arrival we were told the spa was included in our package so it was free. A lot of confusion and misleading information here. Really the spa facilities should be included in the room stay. Especially as we were only allocated 1h 30mins. ||On check out, we purposely left a ski jacket in the room as the pocket zip had broken and we thought maybe one of the staff may like to keep it as it was in good condition and expensive but we already had bought a new one. I always leave toiletries or anything that staff could use again as I know it is appreciated. |When we arrived home a few hours later my husband realised he had left his wedding ring on the bedside table when packing. He immediately rang the hotel who told him to call back the next day as no one from housekeeping was there. THREE days later he finally got through to housekeeping and asked had a ring been found and they said no. We asked was anything found in the room, they said no. They also failed to mention about the jacket being left in the room. ||After we sent an email directly to the hotel saying a ring and jacket was left, a few days later MIRACULOUSLY the ring and jacket had been found. Then I receive a second email the next day to say only the jacket has been found. Very confusing. ||I paid the postage to have my items returned to me that were supposed to arrive by the 13th Jan and after not receiving them I contacted the hotel who told me the items haven't even left the hotel yet, this was nearly 2 weeks ago when I paid the postage. So I still have no idea after no reply, if the wedding ring will be in the package! ||After this I am struggling to see how I can recommend this hotel to my clients and other agents as this dishonesty and ´confusing´events have been really upsetting and disappointing. ||After the poor experience it's also a shame that as a Silver Level Melia member I have not been compensated in any way with points or a discount or refund for the upsetting experience we have been through. From a high end hotel brand I did expect a little more professional service. ||As I said the hotel itself was lovely, right next to the slopes and had I not have experienced this I would have gone back for sure, now...

I booked this hotel as I am an independent travel agent and I was looking forward to writing a review for this hotel for my potential clients and my network of other agents who would advise their clients to visit. ||Upon arrival, check in was slow and disorganised and took quite a while. We had booked 2 rooms and luckily for us one of the rooms was upgraded to the level (no one told us at the time - we found out a day later when I checked the app) The second room was booked as a standard deluxe, but no one at check in even attempted to upsell an upgrade which was a shame as my friends would have paid for it if offered. |A little disappointing that our room upgrade didn't come with all the benefits of the level tier - again had we known we would have paid the extra. ||Apart from check in all was fantastic at the hotel, we bought our lift passes at the machine in reception and I had booked our ski are with a company that partnered with the hotel so that was a breeze. Breakfast was wonderful, loads of choice and good quality food. ||We wanted to use the spa in the hotel and when we enquired we were told it was €39 pp, but if we listened to a 30min sales pitch we could go for free. We decided to see if the spa in the sister hotel was any cheaper and when we rang they said it was €25pp, so we booked it. On arrival we were told the spa was included in our package so it was free. A lot of confusion and misleading information here. Really the spa facilities should be included in the room stay. Especially as we were only allocated 1h 30mins. ||On check out, we purposely left a ski jacket in the room as the pocket zip had broken and we thought maybe one of the staff may like to keep it as it was in good condition and expensive but we already had bought a new one. I always leave toiletries or anything that staff could use again as I know it is appreciated. |When we arrived home a few hours later my husband realised he had left his wedding ring on the bedside table when packing. He immediately rang the hotel who told him to call back the next day as no one from housekeeping was there. THREE days later he finally got through to housekeeping and asked had a ring been found and they said no. We asked was anything found in the room, they said no. They also failed to mention about the jacket being left in the room. ||After we sent an email directly to the hotel saying a ring and jacket was left, a few days later MIRACULOUSLY the ring and jacket had been found. Then I receive a second email the next day to say only the jacket has been found. Very confusing. ||I paid the postage to have my items returned to me that were supposed to arrive by the 13th Jan and after not receiving them I contacted the hotel who told me the items haven't even left the hotel yet, this was nearly 2 weeks ago when I paid the postage. So I still have no idea after no reply, if the wedding ring will be in the package! ||After this I am struggling to see how I can recommend this hotel to my clients and other agents as this dishonesty and ´confusing´events have been really upsetting and disappointing. ||After the poor experience it's also a shame that as a Silver Level Melia member I have not been compensated in any way with points or a discount or refund for the upsetting experience we have been through. From a high end hotel brand I did expect a little more professional service. ||As I said the hotel itself was lovely, right next to the slopes and had I not have experienced this I would have gone back for sure, now...

The location was perfect and the staff friendly and helpful. The food is served buffet style and we paid extra on the first evening for dinner. Beware, when paying 25E for a bottle of wine, it’s only a half bottle. The choice was varied but all the food from the hot counter was tepid at best. Same for breakfast. However, there is a microwave for you to reheat it if you are prepared to join yet another queue. Be prepared to queue…..a lot during the weekend. It was so busy we even had to wait for a table meaning we had to rush or be late for our skiing lesson. |||We chose a spa hotel with the intention of resting in the spa after a day on the slopes. But it’s hidden in the info that there is an additional charge of 30E per person for 90 minutes when paying over 300E per night, we expect the spa to be inclusive. We used it once and it wasn’t pleasant. Vents around the edge blew cold air onto us for the first 30 minutes so we retreated to the sauna. But to get there, you had to pass under freezing cold showers, which were activated by hidden sensors! Having worked out how to dodge this shock inducing gauntlet, we headed for the hot beds….. which were cold. The jacuzzi pools were also barely warm and not pleasant. There’s a further hidden charge of 4E for a compulsory swimming hat. ||The room was large enough and the bed comfortable. But I the bathroom was tired and in need of renovation. There was black mould in the shower sealant. There’s is a kettle in the room but on a good day, you get enough coffee for two cups and two tiny tiny portions of milk, enough for half a cup. On the first and second day, we didn’t even get that despite asking for it at reception so we had to buy our own, there ere 4 herbal teabags though if you like them. House keeping was terrible. They made the bed and folded the towels. They didn’t even exchange used cups! It got better half way through so there could have been a change of staff as they then wiped down the bathroom and emptied the bin as well. ||There’s parking under the hotel but it isn’t...