Meliá Palma Marina — Hotel in Palma

AVOID AT ALL COSTS!!!!! BEWARE!!!!! BED BUGS!!! ROOMS ARE NOT CLEAN AND THE HOTEL MANAGER AND STAFF REFUSE TO TAKE RESPONSIBILITY .... TERRIBLE SERVICE!!!!

We had the WORST hotel experience in our lives at this hotel. I have NEVER written a review before, but in this case, I absolutely need to warn other guests of this disgusting and upsetting experience. We checked in during the evening before our early morning flight, which we had to leave the hotel for at 3:45am. We did not have high expectations for the hotel to be luxury or anything, we just needed a place to rest our heads of a few hours during our layover in Palma. My only criteria was clean and decent, so we booked a 4 star hotel with a reputable brand thinking that's what we would get. Unfortunately, the experience was exactly the opposite of that and caused headaches and exposure to bed bugs that we never imagined could be such a nightmare. First of all, after the inconvenient parking situation at the hotel (read other reviews on that), we walked 15 minutes with all our bags late at night from a public garage to get to the hotel tired and ready to sleep. VERY inconvenient location and not even in the beautiful part of Palma. As soon as we checked into the room, you could tell it was not well cleaned. As I do in all hotels, I pulled back the sheets to make sure all looked clean, only to find multiple hairs in the bed on the sheets and pillow case. The shower and sink also had hairs in it. I called the lobby to inform them, and as I was calling, my husband checked under the mattress cover to discover BED BUGS / BED BUG POOP ALL OVER THE MATTRESS. Horrified and disgusted we went to the lobby desk to ask for help and reassurance. It seemed like they have dealt with this before in the way they "hush hush" spoke to us, quickly trying to silence us and quietly appease us with "drink vouchers" and an offer to switch us to a new room. The hotel attendant had no sincerity to her apology, and when I asked for an explanation of their cleanliness protocols before we agreed to take the chance on another room, she gave me attitude and refused to answer, rolling her eyes at me, even though this was surely a reasonable request. I wanted to leave the hotel, but we could not find anything else available and in our price range and it was 11pm and we had a 3:45am flight. So, we reluctantly were forced to agree to take the new room they offered us. After inspecting the new room, we noticed the bed had no signs of bugs but fine there were also hairs in that room in the sinks and showers. I HAVE PHOTO EVIDENCE OF ALL OF THIS - see attached. The room they took us to also had two twin beds not the king bed we booked & paid for. We went back to the lobby to ask if there was anything more they can do to compensate us for the inconvenience and this terrible situation, especially given this was eating into our already short sleep as we had 4 hours to sleep before our early flight. The answer was NO. The hotel manager emailed the next day refusing to take responsibility, or admit the truth and falsely claimed the bed bugs were just "balled fabric from friction on the mattress" -- HAHA!! Are you SERIOUS!!!! They finally sent us only a 10% refund. Not only do they not clean rooms, they lie and do not offer any fair compensation.

If they had been understanding and apologetic, and provided adequate compensation for this, I would not be so upset (although still disgusted by this dirty place).

I will NEVER stay at Melia hotels EVER again and I have never ever had an experience at a hotel that has led me to write a review but in this case, I must as I want to warn all other...

A beautiful lobby greets you as you walk in, and that’s where it ends. As a level guest you are taken around by someone to show you the hotel layout, as it’s somewhat confusing. Being led down a very dark corridor to our room, left us feeling, what are they hiding? The answer is dirt. It’s absolutely filthy & we haven’t entered the room yet, where yet more dirt & grime await you. |2 plug sockets, limited towels and nowhere to hand them, limited storage & a cramped room. Dirty walls. Doors that don’t close, bit of WD40 needed everywhere. Dirty cracked tiles and skirting, no toilet brush, no amenities either. Very narrow side of bed and a giant glass wall that looks at the shower, so night time toilet trips, illuminate the room. |Plug sockets are in middle of headboard, who’s bright idea that was, is beyond me. Onto the solarium & leather Bali bed, in 32c heat. Insane & Two incredibly painful loungers .Sun leaves the solarium at 1pm or 3pm depending on room. Windows they say are double glazed, but you hear everything from next door very clearly. I’m|so glad they have a giant speaker in the room to help make more noise. |Good luck getting a maid, to clean the room, never mind turn down service. Didn’t happen on our week. |If you’re very lucky, you’ll be next to the construction, and fans that blow out fish smells all day. What a treat that is. |The pool, as they call it. Too many people not enough beds. All cramped together for a pool the size of a puddle. Beds so close together, I can count the freckles on a strangers back. |Construction is also going on, next door, what a special treat that is. |Food, breakfast is extensive, lots of fruits and breads. Coffee is terrible though sadly.|Level lounge is quieter, a small choice of drinks but it’s only snack size portions that are mainly sweets, with small cheese and meat selection. |Dinner is limited. A lot of fish, so if you’re not partial it’s not great. Not the relaxing, care free, no cooking or cleaning week we hoped for, we felt stressed and annoyed most of the time, as did other guests we spoke to. |All in all, if you like to spend a lot of money on a very poor hotel, 4 star it is not. If you like disgusting smells and loud construction, below average food, cramped space and fighting for sun loungers: this is the hotel for you. Otherwise, avoid like the plague. |The one and only nice thing, the staff, especially Alejandro in the level lounge. What an absolute gem he is. |Having been to Meliá hotels in Spain before this one just isn’t right. It isn’t 4 star and doesn’t promise what it says on the tin. Save your money, book literally...

The worst hotel experience I’ve ever had.

From the initial check in to the time we left we were treated with nothing but rudeness and poor service.

The initial check in experience was very poor. No mention of the facilities or times for breakfast etc. It literally felt like we were bothering them by staying at the hotel. He literally started doing something else as I was still talking to him.

We have family in Palma and visit this fantastic city 2-3 times per year. We regularly stay in hotels on the island to make use of the swimming facilities as my 6 year old daughter loves to swim. We specifically booked this hotel as it has an indoor and outdoor pool (at this time of year outdoor pools are freezing!). We were shocked to find out that the charge to use the indoor swimming pool would be 15 euros per person (45 euros per day for my family). We clearly pointed out that this was not indicated anywhere on the Meliá app that we booked on or on any of the booking information.

We asked to speak to the manager about this and when she eventually had the time to meet us she was incredibly rude and told me that it’s not free to eat in the restaurant so why do I expect to swim in the pool for free. I’ve stayed in hundreds of hotels and not once have I had to pay to use the pool. I was shocked with the way that the manager spoke to me - she made no attempt to listen to what I had to say and was immediately very dismissive.

As my daughter was desperate to swim we tried the outdoor pool - and I can confirm it was freezing. Whilst we were there we spoke to other families who had the same issue and were also extremely disappointed. In the end we had to take our daughter elsewhere to be able to swim on our holiday.

The service and whole experience was so poor I even requested to check out early. They refused to return the money for the following nights stay as I had prepaid. So they effectively held my family hostage in the hotel.

I can’t understand why a hotel and a manager would treat people like this. We were incredibly disappointed with the whole experience and the manager made no attempt to try and change this.

Thankfully Palma is a fantastic place and we were able to have a great time outside of the hotel.

With regards the hotel facilities - it has been renovated in the lobby areas and looks very nice - but our room and balcony was tired. As you can see from the balcony photo it looks like it needs further improvements. I would strongly recommend other hotels in the area such as the Meliá Bosque - which is very close and has excellent modern facilities and importantly has...