Melia Grand Hermitage

Worst foodexperience in my life. Very much people in the poolarea, loud music. Nice location though.

Melia Grand Hermitage is a hotel that looks like a 5-star resort but delivers a 3-star experience at a 5-star price. We chose the Level package because we expected a premium experience and services that would clearly stand out from the standard offering. After spending 7 days here, we left with the impression that the hotel invests heavily in appearances and far too little in the actual guest experience. PROS: - The hotel is visually impressive and looks beautiful at first glance. - The room was clean and spacious. - When we requested a room change, the hotel accommodated us. Our first room was located on the corner of the building, with the bed facing another corner room, making it very easy for neighbors to see directly into our room. After our request, we were moved to the adjacent room with a sea view, which was a significant improvement. - The indoor pool is heated and was the only pool we were able to use consistently. - The burgers at American Station were excellent. CONS: Level Reception and Check-in Our first impression was disappointing. Upon arrival, we went directly to the Level reception. We waited without being acknowledged. Nobody invited us to sit down and nobody explained almost anything about the hotel or the Level services. The welcome drink experience was almost non-existent. At one point, an employee appeared carrying a few glasses and seemed unsure of what to do with them. Only much later were we asked whether we would like a drink. We received virtually no information about the hotel. Nobody explained the facilities, restaurants, Level benefits, QR codes, reservation procedures, or activities. We were handed a flyer and had to figure out almost everything ourselves. Some facilities were only discovered during the final days of our stay. The "Heated" Level Pool One of the main reasons we chose the Level package was the advertised heated outdoor pool. The water was cold. Not "not warm enough". Cold. In addition, the pool was constantly full of children, inflatable toys, balls, and noise. Although there was a designated children's area, children frequently occupied the entire pool. In practice, we were unable to enjoy a facility we specifically paid extra for. During our entire 7-day stay, we ended up using the indoor pool almost exclusively. Food The food selection was surprisingly limited for a hotel claiming to be 5-star. At the main restaurant, we repeatedly encountered food that should have been served hot but was cold. The breaded calamari were cold and soggy, and several other dishes were served at temperatures that made them unpleasant to eat. The Level restaurant is elegant and clean, but the food selection is very limited. The Specialty Restaurants The hotel advertises a Bulgarian restaurant, an Italian restaurant, and American Station. Reservations are made by scanning QR codes. Nobody informed us about this. Nobody explained the process. We checked in through the Level reception and had no reason to visit the main reception to search for QR codes we didn't even know existed. We made a reservation for the Bulgarian restaurant and received an email confirmation. Later, the reservation was declined, something we only discovered afterwards because nobody had explained how the system worked. The Italian restaurant was one of the biggest disappointments of the entire stay. We expected a proper Italian restaurant. Instead, it felt more like a terrace with a small buffet. The food selection was limited. The pizza was overly acidic. I ordered octopus and spat it out after the first bite because it tasted spoiled. Level Program The Level program officially opened on June 5th, but we did not fully benefit from the services we paid for. The exclusive Level bar on the 8th floor was, on several days, only open until 5:30 PM. Later, the closing time was extended to 8:30 PM. I do not understand why the hotel advertises the full availability of the Level program if the services are not actually operating at full capacity. People want to relax in the evening after spending the day at the beach or exploring the area, not in the middle of the afternoon. We have stayed at several hotels with premium programs and have never seen an exclusive guest bar close so early. Beach Towels and Beach Area Guests are required to return beach towels in the evening. The problem is that in the morning there is not always anyone available to provide clean towels. If you want to go to the beach at 7:30 AM, you may find nobody at the towel station. On one occasion, towels were not available until almost 10:00 AM. It makes little sense to enforce towel return policies while failing to provide towels when guests actually want to use the hotel's facilities. Additionally, the beach itself was not maintained to the standard one would expect from a hotel promoting itself as a 5-star resort. The Elevators This was the most serious issue of our stay. One of the elevators started making loud noises and appeared to hit the sides of the shaft during operation. At one point, it suddenly dropped, stopped abruptly, and then continued moving. We reported the issue twice. Despite these complaints, we did not see any visible response that inspired confidence that the matter was being taken seriously. For a hotel claiming to be 5-star, a potential elevator safety issue should be treated with the highest priority. Late Check-out The Level package includes personalized check-in and check-out services. We first asked at the main reception about late check-out and were told that availability existed, but that they could not assist us because Level guests are managed separately. After waiting for the Level reception to open, we were told there was no availability, despite having already been told otherwise. After seven days of frustrations and disappointments, my husband had to make a formal complaint at reception. Suddenly, a late check-out room became available. This gave the impression that the problem was not availability, but rather a lack of willingness to help. Final Thoughts Melia Grand Hermitage impresses with its building and appearance, but the actual guest experience falls far short of what a 5-star hotel should provide. The lack of organization is evident everywhere: check-in, guest information, restaurant reservations, facility schedules, towel distribution, and even the handling of safety concerns. We have stayed at 4-star hotels that offered better service, better organization, and a significantly better overall experience. I would not return and would not recommend this hotel to travelers looking for a genuine 5-star experience.

⭐⭐⭐⭐⭐ We had an amazing stay at Meliá Grand Hermitage. Everything exceeded our expectations. The food was excellent, with a wide variety of delicious options available every day. The accommodation was outstanding, offering spacious and comfortable rooms, while the cleanliness throughout the hotel was impeccable. A special mention goes to the animation team, which was simply the best. Their energy, professionalism, and entertaining activities made our holiday even more enjoyable for both adults and children. The hotel also offers plenty of facilities for kids, making it a perfect destination for families. There were always fun activities and attractions to keep the children happy and engaged. Overall, an exceptional experience with excellent service, outstanding facilities, and a fantastic atmosphere. We highly recommend this hotel and would be delighted to return in the future! 🌟🌟🌟🌟🌟