Melia Palma Marina

As a family, we experienced such an inhospitable and unacceptable treatment at the restaurant "Moss" inside the Meliá Palma Marina that we have never encountered anything like it in a hotel of this category.

We wanted to end the evening with a drink around 9:00 PM and were more than willing to pay the standard €13 per cocktail. However, after being persistently ignored by the staff, we approached a waitress directly. She bluntly refused to serve us at our table, telling us we had to get our drinks ourselves at the bar. Meanwhile, other tables around us were being served normally at their seats. Refusing to accept this blatant double standard and total lack of basic hospitality, we decided out of principle to purchase drinks at the hotel’s own mini-market near the entrance instead.

Shortly after returning, the restaurant manager, Mr. Cruz, approached our table in an extremely aggressive and confrontational manner. Instead of addressing the service failure of his staff, he hostilely lectured us that outside drinks were forbidden. He doubled down on this terrible standard of service, stating that we either had to get our drinks at the bar ourselves or leave immediately.

Particularly disgraceful: Mr. Cruz's aggressive demeanor deeply frightened my 6-year-old son. He stood next to me in shock, asking me why the man was being so aggressive and what we had done wrong. Subjecting a young child to such an intimidating situation during a family vacation is completely unacceptable. Even guests at neighboring tables showed solidarity with us and loudly expressed their disbelief at how rudely we were being treated.

We left the restaurant immediately. From a brand like Meliá, one expects hospitality and respect, not aggression toward families. For us, this was the first and definitely the last time.

I enjoyed my stay at the hotel and the property itself was perfectly pleasant. Unfortunately, my experience after checking out left me extremely disappointed.

I had paid for my room in full before arrival, and the hotel confirmed both verbally and in writing that my payment had been received.

Approximately a month after my stay, the hotel contacted me to say they had accidentally refunded my payment. I fully accept that mistakes happen, and I never disputed that, if the refund had genuinely been made in error, I was responsible for repaying it.

What disappointed me was the way the situation was handled. After I replied promptly to say I would verify everything with my bank before making payment, the hotel attempted to charge my card four times without discussing it with me first. Fortunately, my bank declined the transactions.

I then spent several hours checking my accounts, speaking with my bank and corresponding with the hotel to resolve a problem that arose entirely because of the hotel’s own administrative error.

My complaint is not that I was asked to repay money that had been refunded in error—I did repay the full amount. It is that the hotel took around a month to identify its mistake, repeatedly attempted to charge my card while I was actively cooperating and verifying the situation, and offered no goodwill gesture whatsoever despite the inconvenience and stress their error caused.

The hotel apologised, but there was no practical acknowledgement of the time, effort and anxiety involved in resolving a problem that I had not created.

If customer service after your stay is important to you, I think it’s worth knowing how this situation was handled. Unfortunately, despite enjoying the hotel itself, this experience has meant I would not choose to stay here again.

Bad location away from the city center you have to take bus 4 and it takes 15-20 min Walking is long and you can’t do it in the summer Rooms and hotel smells bad You have partial view to the marina It is not worth it I will not come back again Sketchy area as well Not safe