Melia Dunas Beach Resort & Spa

Advertised as 5 star resort. Arrive late at night to a beautiful building all lit up with the sign for Melia Dunas however the letters UNAS not working(1st impressions) Dissapointed for 5star. Then we had to check in and stand in a long queue in serious humid heat with only 4 staff working the desk with 6or 7 computers behind desk for over an hour with so many other guests(not enough staff on duty considering they knew how many would be checking in. Once checked in and found our room which was dated with balcony door not working, and as we pulled out the sofa bed to find a very old mattress that was paper thin and full of old stains that had been there for a long time as you could tell by the colour. (Not 5star). Went to reception to complain again only to be stood in another long queue and they assured me mattress would be changed the following day as my 10 year old daughter was supposed to sleep on it 7 days later still same mattress on sofa bed of which I slept on it in the end and my back is killing me from the discomfort. 2 days later room was cleaned and towels changed which is great for the carbon footprint however no clean towels were left. Another long walk to reception to ask why and told they would be there asap but no sign of anybody so we had to use our beach towels which were all oiled and creamy, not ideal when u have dinner reservations and no clean towels to use. Next day towels arrived after another reminder to customer service. The following day the room was cleaned and no toilet rolls left this time and I my daughter came down with a case of tricky tummy and was busy back n forth to the bathroom. (Not 5star service). The pool staff were so helpful and knew how to give that excellent service you expect. Pools were nice and clean and plenty of sun loungers. I do think the waiters in the spicers buffet bar could work on their customer skills a lot more but I think that was down to the fact that they are constantly on the go with not a lot of support given the size of the hotel and number of guests staying there. Finally the water shortage was a freak of nature but the lack of communication was very poor. No notices in reception stating why it was off and when it could be back on, Customer service desk left to feel the brunt of angry guests when all Managers should have been called in to support colleagues. A possible solution could have been the entertainment team using the microphones poolside to let customers know what was going on and when could be repaired .