Agastya M.
Google
This complaint concerns an unacceptable stay at Melia Sierra Nevada marked by poor service, misleading advertising, and unfair practices. Staff were unhelpful and rude, particularly at the pool, where communication issues and restrictive behavior created a hostile environment. Guests not staying on certain floors were denied lounge access without prior disclosure, creating unnecessary and exclusionary restrictions.
Hotel management, specifically the manager Silvy, was rigid and uncooperative, refusing to reasonably adjust a minor booking change. Pricing was inconsistent and unfair, with repeated price changes over a month and significantly different rates charged to members of the same family for the same stay.
Access to the pool required the purchase of unnecessary items not communicated in advance, resulting in an additional €50 in forced expenses. The pool was falsely advertised as heated but was cold and used salty water, contrary to expectations. Other advertised amenities, such as arcade games, were largely non-functional.
Overall, the stay failed to deliver the services and standards advertised, resulting in a frustrating and restrictive experience. Due to the accumulation of these issues, a refund has been requested and escalation is expected.
