Meliá Cala Galdana

“Well done”

Lovely hotel with friendly and helpful staff. The Entertainment Team was excellent

“Disappointing level lounge...”

Our stay at Meliá Cala Galdana was, unfortunately, a huge disappointment. We chose this hotel expecting a premium experience and paid extra to upgrade to The Level, but it simply did not deliver the value we were led to expect. The Level Lounge was one of our biggest disappointments. We were surpri… more

Our stay at Meliá Cala Galdana was, unfortunately, a huge disappointment. We chose this hotel expecting a premium experience and paid extra to upgrade to The Level, but it simply did not deliver the value we were led to expect. The Level Lounge was one of our biggest disappointments. We were surprised to discover it closed at 6pm each evening, just when many guests would actually want to relax with a drink before dinner. We also weren't made aware that it was a family lounge with children permitted throughout the day. Had this been made clear before booking, we would never have paid the additional cost for the upgrade, as we were looking for a quieter, more exclusive environment. In reality, we used the lounge very little because it was often busy and noisy. Our room was another let-down. We were allocated a very small corner room with an exceptionally small balcony, and despite enquiring about alternatives, no upgrade options were discussed with us. For a hotel that markets itself as a premium destination, we expected far more attention to detail and a greater focus on guest experience. The service was inconsistent throughout our stay. We were initially advised that a late checkout would not be a problem due to our late afternoon flight, only to be told on the day of departure that it wasn't possible after all. While we understand late checkout is subject to availability, the contradictory information caused unnecessary inconvenience, and the way the situation was handled lacked empathy. Perhaps most concerning was an incident on our first evening when my husband was subjected to threatening and abusive behaviour from intoxicated guests. Although we appreciate that hotels cannot control every guest's actions, it had a significant impact on our holiday and left us feeling uncomfortable for the remainder of our stay. The hotel itself is in a beautiful location, and there are many positive aspects to the property. However, the overall experience did not reflect the premium standards we expected. Better communication, greater transparency about The Level facilities, and more attentive customer service would have made a significant difference.

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“Disappointing stay”

Disappointing experience after 30 years of loyalty My husband and I have been visiting this hotel for nearly 30 years, since it was Sol Gavilanes in 1996. We have celebrated birthdays here and even our 25th wedding anniversary at Meliá, so this hotel has always held very special memories for us. Un… more

Disappointing experience after 30 years of loyalty My husband and I have been visiting this hotel for nearly 30 years, since it was Sol Gavilanes in 1996. We have celebrated birthdays here and even our 25th wedding anniversary at Meliá, so this hotel has always held very special memories for us. Unfortunately, this stay was extremely disappointing. We booked The Level, as we usually do, expecting the higher level of service that comes with paying a premium. From the first evening, our room had a strong musty smell and felt damp, including the bed. We reported it immediately and continued to raise the issue, but nothing was done for several days. Eventually, after asking a member of The Level team to come to the room herself, she immediately recognised there was a problem and was shocked by how damp the room was. We were later told the issue was caused by a faulty air conditioning unit and that previous guests had not reported it. However, we had already spent several days in the room before it was properly addressed. A dehumidifier was provided and the bedding was changed, but over half of our four-night stay had already been affected. The two ladies on The Level reception were wonderful — kind, professional and genuinely tried to help. My disappointment is with the lack of action after the problem was repeatedly reported. We appreciated the complimentary picnic and final evening meal, but these gestures did not compensate for spending our 5 🌟 holiday in a damp room where even our clothes were affected. Since returning home, I have emailed hotel management to share our experience. Sadly, despite our 30 years of loyalty, I have received no reply at all. This is not the standard we expected from this hotel, especially after paying a premium for The Level. We hope the hotel takes this seriously and ensures other guests do not experience the same.

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“Good , with service aspects that need serious attention”

⸻ As a Silver MeliáRewards member, I expected a much higher standard from The Level at Meliá Cala Galdana. The positives first: the location is beautiful, breakfast was exceptional, and the chef, restaurant staff and Italian restaurant team were outstanding. I would also like to commend the porte… more

⸻ As a Silver MeliáRewards member, I expected a much higher standard from The Level at Meliá Cala Galdana. The positives first: the location is beautiful, breakfast was exceptional, and the chef, restaurant staff and Italian restaurant team were outstanding. I would also like to commend the porter at the main reception, who welcomed us warmly on arrival and even greeted us by name, which was a lovely personal touch and a great first impression.sorry I don’t remember his name. Unfortunately, The Level experience fell well below expectations. We arrived at 11.30 am after TUI changed our flight to an earlier departure. Despite paying for a The Level upgrade and explaining that my husband has mobility difficulties following a stroke, we were left waiting until 4.40 pm for our room. At around 4.30 pm, we were offered lunch, which seemed rather odd given the time of day. I politely declined and commented that it would have been much more helpful if this had been offered at around 1.30–2.00 pm while we were waiting. Immediately afterwards, we were informed that our room was ready, and our luggage had already been taken there. Again a little odd ! The following day I booked two spa treatments and dinner through The Level reception. Only one treatment had actually been booked, and I wasn’t informed about the spa promotion that included a complimentary mini facial with my chosen treatment. When I queried this, I was simply told, “You’ll get confirmation in time.” It was only after I went to the main reception that a very helpful receptionist discovered the mistake and corrected everything.The spa treatment, as I only had one because there was not enough time booked out initially, was lovely. Another disappointing moment was when a member of the level reception staff referred to my husband’s post-stroke leg spasticity by asking, “Do you need ice for that?” It felt like an inappropriate assumption and lacked sensitivity towards someone living with the effects of a stroke. Even simple things, such as there being no beer in the minibar despite The Level benefits, required us to ask, and throughout the stay it often felt as though requests were an inconvenience rather than part of the premium service we had paid extra to receive. The most frustrating part has been the lack of customer service after our stay. I paid the hotel directly for upgrades and spa treatments and have since made repeated attempts to contact both the hotel and MeliáRewards regarding my account. My emails and messages through the Meliá app went unanswered, and even after MeliáRewards referred the matter back to the hotel, I have still received no response. This was not the premium experience I expected from The Level. The food, location and restaurant staff were excellent, but the attitude, communication and responsiveness of The Level reception let the hotel down badly. Management really need to review the standards of customer service at The Level reception, as they are not currently delivering the level of service that guests paying a premium should expect. Overall, a beautiful hotel with excellent food, but based on our experience I would not recommend paying extra for The Level.

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