Gran Melia Palacio de Isora

We first visited this hotel 12 years ago with our boys when they were teenagers, and we had such a wonderful experience back then. Naturally, we were excited to return this year with our sons and their partners, hoping to relive some of those fond memories. Unfortunately, this visit left us extremely disappointed, and it’s hard not to feel let down by how much the hotel has changed. The hotel still looks nice, but sadly, it now feels like a case of style over substance. What once made this place special seems to have faded over the years, and it’s just not what it used to be. The staff were polite and seemed to be trying their best, but they were clearly overwhelmed and understaffed. This had a huge impact on our experience, as it led to long waits and an overall lack of attention to detail. For a hotel that is supposed to be 5-star, the service fell far below that standard. On our first night, we tried the buffet and were shocked by how poor the food was. It reminded us more of something you’d find at a motorway service station, than in a luxury hotel. Unfortunately, this set the tone for the rest of our stay. Each morning, we found ourselves queuing for breakfast because there weren’t enough staff to clear the tables. When they finally got around to it, we noticed that food from the previous guests was often swept onto the floor in a rush. The quality of the breakfast itself was very disappointing—lukewarm, poorly cooked, and honestly, not very appetising. The sausages were dry and tasteless, and the bacon was unlike anything we’ve had before, and not in a good way. We ended up eating out most of the time, which was a relief. The rooms were also not up to the standard we were expecting. The furniture was quite tired and dated, and our air conditioning unit leaked multiple times. Despite having it looked at on three separate occasions, the issue was never properly resolved. Overall, this visit was a big letdown, especially considering how much we loved this hotel in the past. We understand that things change, but it’s hard not to feel disappointed with how far the standards have dropped. Unfortunately, we won’t be coming back again.

We had a pretty average stay. The resort itself is lovely, food is good for the most part and the pool areas are nice, but some of the staff need major training in customer service and also general training about the resort and how it operates. We paid extra for the premium red level service, all inclusive, and while it has certain perks I didn’t really notice significant benefits. In our first day we were told to book all our restaurants asap because they get booked up. Firstly, none of the restaurants was ever at capacity when we went, so this was totally unnecessary. We in restaurants for a couple of hours for dinner and there were always empty tables. Secondly, it was such a lengthy process to do this! The lady helping us just wasn’t clued up on the restaurants and types of food on offer etc. It was really frustrating. We were even told that we had to book the buffet and had to make it there at the exact time of our booking, but when we got to the buffet restaurant, they said they don’t take bookings, it’s walk in only! We also got awful service from Lorena and Carolina at the red level front desk. They were so rude we had to get the manager involved, and from there on if we needed front desk help we avoided the red level ‘special’ desks and went to the other ones instead. It wasn’t all bad. Ray, Ale, Alex, Naomi and Oscar were lovely, but I’m not sure I’d want to return. It was too frustrating, everything seemed difficult and a lot of the staff didn’t have a clue about seemingly basic things.

We returned from this hotel yesterday, after a lovely relaxing family holiday with our 2.5 year old. There are lots of great things about this hotel and a couple of cons.. The pros: - It’s a beautiful hotel and the main pool in particular is just stunning. One of my favourite parts of the holiday was swimming in the main pool. The salt water also didn’t really bother me or my little one. - On the whole, the staff were lovely and were particularly friendly towards our little boy, especially house keeping staff we bumped into around the hotel. - The pirate and splash pool for the children was great. My little boy loved it. Although it was closed for 1.5 days to be emptied with no explanation. - The A l’carte restaurants were lovely, especially the Mexican (Agave) and the Asian (Nami) restaurants. They are worth a try if you can book in. - The beautiful sunsets at the back of the hotel with a lovely seating area to watch it. - Pool service between 11 and 6, where technically you can have 3 rounds of drinks delivered to your sun bed free of charge per day (although I don’t think this was really monitored as we weren’t charged anything additional). The cons: - the hotel was worn around the edges in places.. and parts of our room were a little tired. My husband accidentally flooded our room with the shower (despite only having a really short shower). - Some of the service at times was a little lacking, I would say not 5 star service. Not having coffee offered at breakfast and also when ordering food, the whole order not arriving on a number of occasions (although I think part of this may have been the language barrier, and I acknowledge I do not speak any Spanish!) There was also huge queues at times at the bars and it was quite a big walk to a bar from the Pirate pool if you needed a drink before 11. - Booking restaurants.. I think this really let the experience down.. trying to get a table in the restaurants (not the buffet) was so difficult, despite 3 a l’carte meals being included as part of all inclusive. When we did manage to book a table.. the restaurants were almost empty which was just crazy and kind of ruined the experience because it was so quiet (especially when you have a bouncy toddler, you can’t really just blend in!) Keeping an eye out on the app at 4.45 seemed to be the trick. - The playground is outside the hotel and the beach is a little walk away from the hotel (although I know this can’t be helped.. the beach can’t be moved!) - Lack of snacks in between breakfast and lunch (essential for a hungry toddler). Snacks were supposed to be served in 2 of the bars, 1 of which was never open and the other only served crisps. We resolved this by taking food from the buffet for my little boy to eat before his nap and noone ever mentioned we shouldn’t which with a bonus.

This is the third time off coming here and I'm afraid it will be the last. All the staff are lovely and friendly but there appears to be a shortage of them in the buffet restaurant in the evening you order a drink only to be waiting at least 10 minutes or asking again where is it. Next you are left with a full table of your empty plates not being cleared I'm sure this would not happen in an All inclusive 5 star hotel. As for the sunbeds around the pools with most of them are broken at the back rest and obviously health and safety doesn't apply here also you don't get a topper for comfort and are very uncomfortable. Now to finish on a positive note Two of the Al carte restaurants the Italian and the Oasis I cannot fault and the staff are brilliant.

We came last year also and we have just come back from this hotel again. We came with flasks so could take cocktails back to room I came with fairy and a brush so could wash up glasses A few other things that I learnt from the first trip. So the differences that stood out … check in this time they HAD to see our email confirmation of booking. It took a long time too. We tried to get a pool view room and therefore sunset from front. We were the other side and unfortunately overlooking the kids pirates pool. Kept saying I’ll look to find another. No no can’t find one, maybe tomorrow. Obviously didn’t want to. One day when we went on the balcony the smell of wee was so strong it made us go back inside. That kinda puts you off. The new splash part at the back with slide is a brilliant addition though. This pirates pool was also closed for a day and bit after a poo was found floating. So that’s unfortunate obviously but they cleaned it so thoroughly as we watched. I was very impressed with this and they opened it the next day after refilling it. My son got an awful rash from the pools as very strong chemicals in kids and family pools. We also did the salt. Our swimwear all were ruined by the end of holiday. All the colour bleached out and we met so many others with very expensive swimwear on saying the same. Red level had taken over more spaces which was annoying and even some of the nice restaurant Agarve which was a shame. So it really felt if you weren’t Red level then you get the scraps. All inclusive isn’t all inclusive at all. We knew it but hoped that might have got better. Rooms are spacious as we had a 1 bedroom suite and a single bed for our toddler. This works for us as can enjoy some evening while he sleeps. The rooms are looking a little banged around now but we’re always cleaned very well and turned down with chocolates. The cleaners and people doing the rooms were fantastic. Queuing for the restaurant with a hungry toddler was annoying but was worse the later it was. More ice cream flavours available this year. Last year there was 2 flavours. This year about 12 Staff very hard working and some were so friendly and happy. We like this hotel as we know it and can make it work for us. But you see so many people pushing buggies around getting little ones to sleep it’s funny. Weather was 25-27 but a good half of the week was very overcast. We had 3 full sunny days. We had a lovely stay and it could be better but when you know all then you can find ways around a lot. The staff make it and it is beautiful. So much bigger than it looks which is great when trying to get a little one to sleep.