H10 Playa Meloneras Palace

We have just spent a week here in Meloneras and stayed at H10 Playa Meloneras Palace. We certainly enjoyed our stay but have come to expect better standards from a purportedly 5* hotel. The dining facilities are excellent with a good choice of food for breakfast and evening meal. There is not the clamour we had previously experienced in the Lopsan Costa Meloneras. Trying to get bowls and coffee is hit and miss! A shout out to Joel the waiter who was so professional and attentive. The choice of pools is excellent with plenty of comfortable sunbeds. This hotel is at the very far end of Meloneras yet only 1.7km from Faro, for those who know the area. But there is little on offer around the hotel if you want to be in the locality but not sitting in the hotel all the time. Taxis are easy to get and cost under 10 euros to Maspalomas and a little more to Playa. The rooms (400 & 401) were very dated and do need a full refurb if Playa Meloneras Palace wishes to consider themselves a true 5* hotel. The bathroom was tired, lights faulty and wardrobe doors ready to fall off! We did not use the spa but from our research it was 15euro per day just to access it and the sauna was out of order. The website says there is a Turkish Bath but the Spa staff did not seem to know what a Turkish bath was and said it did not exist here! Strange! Few tips for staff- Aprerol Spritz is 1/3,1/3,1/3 in measurements! Ease off on the garlic in the veg! There is the option of booking the Privilege or fully inclusive stay which offers access to the spa and specific areas of the hotel. However this did not suit our needs and holiday plans. Gladly as non-privilege half-boarders we certainly did not feel like 2nd class citizens, as the privilege areas are very discreet. We would not wish to put folk off coming here but there is a need for this establishment to improve a number of issues, especially when there are so many high end hotels in the vicinity.

This hotel is let down by the front desk and guest services . The latter also claimed to be the duty manager when I wished to escalate a complaint. On arrival there was one desk for privilege customers so we were told to sit and wait to be called and although there was mention of a welcome drink none arrived. We were asked for a 100 euro deposit which I didn’t question but I felt was really unnecessary as I haven’t had a hotel ask me for one for years. We were then had irremovable wristbands fitted which proved to serve little purpose (since we were not on an all inclusive deal) than open a few doors which a card pass could have done better. In my case I found the wristband irritated my wrist so I went back to the front desk to get it removed. I was told they could not do that and directed me to guest relations I explained it was irritating my skin to which I got a statement that it had been dermatologically tested, which I said that was irrelevant but they said it could be loosened they directed me back to front desk. The front desk refused to loosen it enough for me to slip it off so back to guest relations who told me everyone has to wear one. I pointed out this was a hotel, eventually I Ioosened it myself sufficient to slip off when not needed. I have no issue with wearing a wristband within the hotel during the day but from a point of personal freedom and liberty I do not think any hotel has the right to make people wear it everywhere by making it irremovable without cutting off. It would also leave a tan line. If they had a proper strap that would facilitate that. Separately I was told that any issue dial 9 for the front desk and they would sort it. I should have guessed from the wristband saga it would not be that simple and indeed when I did have a couple of issues I had to be persistent to get things sorted which they were but only after their initial dismissive attitude. Having looked through the objective views in Tripadvisor I see that I am not the only one to experience poor front desk and guest relations. There needs to be some retraining in the facilitation of a good customer experience, Generally at the working level staff were helpful a pleasant, but they were handicapped by a poor management. One morning the buffet breakfast was chaos; no milk no hot water no coffee jugs no coffee cups. When I mentioned this to customer relations they claimed that was the first they had heard of it. I can understand the restaurant staff not telling them as I doubt that would do any good. Now a few good points which rescue the review from being only one star. The Privilege Club is well worth it. A good area with a shallow infinity pool where there were always sun beds. An extensive free self service bar and always helpful and pleasant staff. I would highly recommend using the privilege restaurants so much better than the buffet and a la carte is included in the Priviledge deal. We last visited the hotel 20 years ago and it had actually