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KTF35
Aylesbury, United Kingdom

Lovely hotel in good proximity to city

4.0 of 5 bubblesReviewed 24 Aug 2024
This is a lovely hotel, with friendly staff and in good proximity to the city, about 30 min walk. We were welcomed on arrival and offered a drink and check in was quick and fairly easy.
Good pool (salt water pool) and really helpful poolside and lifeguardiing staff. The food was very good at breakfast and a reasonable selection at the poolside bar. Room was a good size, immaculately clean and serviced each day, nice comfy beds and found it mostly peaceful at night.
Things which were not so good were a few areas which need updating, mainly in the room. The common areas of hotel are very up to date, but room not so much and things such as broken shower door need updating. The balcony in our room (a family room) was disappointing, it was described as having a ‘garden view’ which we were fine with and aware this would not be as good as the sea view, however it was not a garden, rather some trees immediately outside the balcony and a bit of waste ground to the left and so we didn’t use it other than to dry clothes.
Date of stay: August 2024
Trip type: Travelled with family
4.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
4.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Hotel Victoria Gran Meliá, responded to this review
Responded 27 Aug 2024
Dear Guest,
Greetings from the Hotel Victoria, a Gran Meliá Hotel!

We appreciate your feedback regarding your recent experience.

We are delighted to hear that you appreciated the proximity to the city and the exceptional service provided by our team, reflecting our dedication to a life well-lived. Your appreciation for our immaculately clean rooms, comfortable beds, and the quality of food is truly encouraging. These elements are cornerstones of the Gran Melia experience, aiming to offer you an unrivaled fine dining experience and sumptuous rooms in a dramatically beautiful luxury landmark.

However, we regret to hear that certain aspects of your room did not meet your expectations. While we take pride in our hotel's iconic luxury and architectural heritage, we understand the importance of modern comforts and aesthetics. Please be assured that we are continually committed to maintaining and enhancing our accommodation, ensuring that every detail embodies the understated elegance and exclusivity that define Gran Melia. Moreover, we regret to hear that the balcony view was not to your satisfaction; we aim to provide accurate depictions of our rooms and facilities and we appreciate your feedback.

Nevertheless, it is heartening to know that the serenity of our hotel contributed to a peaceful night's rest for you. Our aim is to always provide an exceptional experience, where the simple pleasures are elevated by the signature warmth and style of Spanish culture and hospitality.

We look forward to welcoming you back in the future.
Best regards,

The Guest Experience Department
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 14 August 2024

Do not stay here!!! Someone entered our room without knocking when my partner was undressed. There was also a very loud siren/alarm that went off in our room every 20 minutes from 2am to 4.30am - this was on top of it being a very noisy room (in an old part of the hotel with zero sound insulation and beside a staircase where you can hear every footstep and toilet flush from upstairs). We were moved room at 4.30am because of the siren. The staff continued to suggest that the alarm was not their responsibility, saying it must have come from outside or our neighbouring room (despite us showing them videos proving otherwise). They are refusing to provide a refund for our sleepless night (not to mention the fact that someone walked into our room without knocking). The customer service level is worse than I have experienced in any hotel, including 3/4 star hotels. At each stage, the hotel has told us they would get back to us and then we have not heard from them.

Room tip: Do not stay in the old part of the hotel
Date of stay: August 2024
  • Trip type: Travelled as a couple
    • Value
    • Sleep Quality
    • Rooms
    • Service
2  Thank Triona C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Hotel Victoria Gran Melia, responded to this reviewResponded 19 August 2024

Dear Ms. Riona,
Greetings from the Hotel Victoria, a Gran Meliá Hotel!

We appreciate you taking the time to review your recent experience.

We are really sorry for the inconveniences. As you well described, we moved you to another room even being 4:30am in the morning due to an alarm sound coming from the outside of the hotel, which was beyond our control. We always priorize our guests comfort so we always try to help. We offered different solutions to the problem which none of them was accepted from your side. In regards to the customer service, we have all been at your disposal. The Reception Department, Guest Experience Department and even the General Manager. Once again, we apologize for not meeting your expectations.

We hope we can provide you with an improved stay in the future.
Kind regards,

The Guest Experience Department

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 August 2024 via mobile

Very clean room. Super comfortable bed - we slept later than I can remember having slept for years! Helpful staff. We didn’t eat at the hotel so can’t comment on the food. We only stayed for one night so can’t comment on how suitable it is for a longer stay.

Date of stay: August 2024
Trip type: Travelled with family
Thank Andrew E
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Hotel Victoria Gran Melia, responded to this reviewResponded 8 August 2024

Dear Mr. Andrew,
Greetings from the Hotel Victoria, a Gran Meliá Hotel!

We appreciate your feedback regarding your recent experience.

It is indeed a pleasure to hear that the comfort of our sumptuous rooms contributed to a memorable rest and that our team's dedication to a life well-lived was evident through their helpfulness. While we regret not having the opportunity to indulge you with our state-of-the-art gastronomy, we hope that on a future visit, you may allow us the joy of presenting you with an unrivalled fine dining experience.

We hope to have the occasion to welcome you back.
Best wishes,

The Guest Experience Department

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 August 2024 via mobile

The most appalling customer service, having reported faulty air con and been told it’s working perfectly at the correct 18 degrees. There was nothing they could do and we were told by Maysa they would refund our first day and to pack our bags and leave the hotel. I couldn’t believe what I was hearing !!!

We had no other options to stay at and had no choice but to hold our ground and politely request another engineer visit. The second engineer attend and used a thermometer, he showed us the temp was 21 degrees and not 18 degrees. He fixed the issue and the air con maintained a constant 18 degree temp, which was all we asked for. There is NO HOTEL MANAGER ON SITE to speak to despite emailing our complaint immediately. Please PM If you need any further info.

Room tip: Avoid at all costs, dated hotel rooms. The most appalling customer service ever and no manager to speak to on any day of our stay. Avoid
Date of stay: July 2024
Trip type: Travelled with friends
2  Thank nat6508
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 28 July 2024

We started here me and my family, booked 2 rooms for two nights, 4 people. We came in late due to a late flight to Palma. Easy to find the hotel, easy to park within the hotel.

The check-in was not as we expect at a 5 star hotel, the women in the check-in could be more service minded. It do not cost anything to be friendly and have a smile on your face. I had a cap, hoodie and jogging trousers on, guess that the treatment would be more up to 5-star if I have had a suite on.

I visited the hotel during corona, then the people were more friendly and service minded. Then I thing that the hotel was like a ghost hotel, no guest there at all, but now it was different. The hotel i elegant, clean, big. We got a room upgrade due to our platinum membership. The room was nice and had a view over the cathedral and the Palma harbor.

The breakfast was up to standard, what you expect of a five star hotel.

Room tip: Get a room with a view to the sea, harbor.
Date of stay: July 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Sohtell
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Hotel Victoria Gran Melia, responded to this reviewResponded 30 July 2024

Dear Guest,
Greetings from the Hotel Victoria, a Gran Meliá Hotel!

We thank you for sharing feedback regarding your recent stay.

It is heartening to hear that our iconic views over the cathedral and the harbor left a lasting impression and that our breakfast met the high standards expected of our establishment. We strive to offer exceptional experiences and are pleased that you appreciated your room upgrade.

We are, however, truly sorry to hear that your check-in experience did not reflect the signature warmth and style that Gran Meliá is known for. Our guests' first impressions are paramount, and we genuinely value the opportunity to ensure every interaction is imbued with Spanish fervor and unwavering dedication to service. Rest assured, we take note of your feedback and are committed to embodying the elegance and exclusivity that define our brand in every guest encounter.

We hope to be able to welcome you for an improved experience in the future.
Best wishes,

The Guest Experience Department

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 July 2024 via mobile

The Hotel Victoria Gran Melia continues to excel and my friend and I have had the pleasure of staying here many times, to the point we now call it our home in Palma. The hotel is beautifully furnished and immaculately maintained. We had a fabulous pool view room, with lovely views of the Marina. A traditionally furnished room it had everything you needed and one of the most comfortable beds I’ve ever slept in away from home. All of the staff here are friendly and helpful and nothing is too much trouble. We would like to give special mention to the Reception staff for making us feel that loyalty is valued, not to mention all the chocolates at the nightly turndown service. We look forward to returning next year, this visit was our best yet!

Date of stay: July 2024
Trip type: Travelled with friends
Thank TracyM876
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Hotel Victoria Gran Melia, responded to this reviewResponded 28 July 2024

Dear Ms. Tracy,
Greetings from the Hotel Victoria, a Gran Meliá Hotel!

Many thanks for your review of your recent visit.

We sincerely appreciate you taking the time to share your wonderful experience at the Hotel Victoria Gran Meliá. It brings us great joy to know that you consider our hotel your home in Palma and that you have enjoyed multiple stays with us.

We are honored to hear that you found our facilities beautifully furnished and immaculately maintained. We are especially pleased that you enjoyed your room with a pool view and views of the Marina, and that you found the bed as comfortable as your own at home.

We take great pride in our team, and it is incredibly gratifying to hear that all the staff, especially the Reception team, made you feel valued and welcome. We are delighted that you appreciated the small touches, such as the chocolates during the nightly turndown service.

We look forward to the opportunity to welcome you back for another memorable stay.
Warm regards,

The Guest Experience Department

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