Melia Atlantico Isla Canela

Great hotel with great staff, a family hotel with entertainment for children and adults, my trusted beach hotel, good food, and beautiful rooms

My husband and I stayed here for five nights (7th–12th July) to celebrate our 15th wedding anniversary. It was entirely ruined by a severe failure in basic hygiene, safety protocols, and corporate duty of care.On July 9th, I became completely incapacitated with severe, simultaneous vomiting and diarrhoea (symptoms consistent with Norovirus/ food poisoning). My husband went to reception to explicitly request a doctor to come to the hotel. Staff flatly refused, stating I would have to take a taxi to a clinic, despite me being physically unable to move. The hotel provided zero medical support, follow-up, or basic care. My husband had to personally forage outside for water and basic toilet roll while I was dangerously ill.Multiple staff members—including a dining room waitress and a receptionist at checkout—openly admitted to my husband and me that there was a major sickness outbreak in both the local area and the hotel. Despite this, management took no public health precautions. There were no visible hand sanitiser stations, no public safety warnings, and no evidence of deep-cleaning protocols for infected rooms. We had to use our own sanitiser to protect other guests when I was finally able to return to the dining area.When escalated to corporate care (Voice of Customer EMEA), the hotel issued a highly defensive response. They explicitly denied the outbreak, claimed "no record" of other cases among their 1,200 guests, and dismissed the verbal confirmations given by their own front-line staff.For a premium tier property, the lack of empathy, complete abandonment of a very ill guest, and subsequent corporate denial is shocking. Book with extreme caution if you value health, safety, and basic customer care.

My wife, my daughter, and I have been spending a few days at this hotel, and I want to make special mention of one of your waiters, "MAXI," for his excellent treatment of customers. Always with a big smile and attentive to our needs. There are few waiters like him left! A great professional! Ladies and gentlemen of Hotel Meliá, take good care of this employee.