The Level at Melia Villaitana

It is a beautiful facility and the food at the restaurants is great. But the customer service is awful. The check in took 1hr 15', which made me late for a work call. There was a line, due to the fact that their check in procedure is completely dated and requires about 20-25 minutes per guest. At check in we were informed that the swimming pools were all cold except for the one at the Level (the nicer branch of the hotel), and we had to pay a supplement to get a room there and be able to use the heated pool. We paid that suppplement and got a room at the 5 star section. The room temperature did not work and we slept the whole night at 27 C, while trying to lower it every hour. We were informed in the morning that at this time of the year (March) there is no room temperature control. Only options are heat on or heat off. It would have been great to know that at check in. The staff was very friendly but unable to resolve issues. At check out, waited another 40 minutes, and when we finally saw somebody from management and told them what happened, they politely apologized and told us that they hope to see us back again. Just wat I fet like hearing after a restless night that ruined our padel torunament the next day. So, I hate to sound whinney but when I book a 5 star hotel, I have certain expectations, and this hotel might have the facilities of a 5 star hotel, but certainly not the the customer service. The lines and the conflict resolution are not at that level.

My 4th visit to this hotel in 18 months - all visits were staying in a grand suite for 10 days+ (3k+ for accommodation each visit). This is a nice facility, architecturally beautiful but really let down by surly, cold & rude staff - I very much felt a “British tourists go home vibe” from many staff ranging from front desk to an old lady cleaning the executive lounge (only visited the lounge once due to such an unpleasant & unwelcoming atmosphere!) The Spanish guests seemed to receive a very different welcome. There were exceptions (housekeeper lovely but she was getting €20 tip each day). I’d requested a suite with a balcony in the sun as I wanted to spend time sunbathing - I hoped they’d facilitate this request as a returning customer but no, placed in a suite that lost the sun at 1pm. Breakfast was awful - only visited twice - v busy, cats everywhere & a really sub standard buffet (raw bacon, dry scrambled eggs, dry croissants & no mushrooms/beans/tomatoes etc) Easier & nicer to eat breakfast out of the hotel. The room service choices are extremely limited - club sandwich, ham & cheese toastie or a burger are your ONLY options for a main course (the guy who delivered this was very pleasant & friendly though). The hotel, whilst aesthetically attractive, is in need of some TLC (mould in the shower, peeling paint everywhere from the room to the communal walkways etc). I would place this hotel as a 4star establishment, not the 5 star they seem to have awarded themselves. Before my move to this hotel (for the large sunny room terraces) I’d stayed at The Asia Gardens hotel twice a year for the last 10+ years. That is a beautiful, classy & far superior hotel where staff go out of their way to make you feel valued & welcome. I won’t be returning to The Level @ Melia Villaitana so well done - you’ve very successfully alienated a regular customer, but judging by the general brusque staff attitude, you really don’t want British tourists staying anyway!

The facilities are fine, although somewhat neglected. The walls in the hallways are peeling and it doesn't seem like they have much intention of fixing them. The room was very dirty, dust on the doorknobs, on the furniture, in the bathroom and the walls were full of insects and parasites. We asked for the room to be cleaned but it was very superficial, so the room was still dirty. The food at the buffet is not bad, although the service could be improved, the waiters are a bit lost, when the food is finishing, they put it away on a single tray to make it look like there is a lot but they don't replenish it. At breakfast, the cats roamed around the terrace climbing on the chairs and tables. I expected more for a hotel of this level and price, so I don't think we'll go back.

a dreadful place.. the queue to check in took longer than the actual flight to get there.. totally understaffed. i had been In my room for three days when they rang me to say id underpaid at nearly 300 pounds a night because my room had a sea view.. i looked out of my balcony and you'd need a telescope to see it. absolutely ridiculous ..it was so poor we paid extra to fly home a day early.. never again ... oh and by the way its no where near benidorm its a 30 euro round trip in a cab every time you want to go out... i wouldn't stay here again if it was free.