RedLevel at Melia Palacio de Isora

My husband and I have just spent the last couple of weeks at this fabulous home from home hotel.

We have returned to this hotel every year for so many years and for so many reasons but the main reason is the dedicated and loyal staff who always provide a first-class service to all of their guests and they certainly want to make sure that we all have the most amazing and unforgettable holiday. So many of the guests return for that reason and it has become a bit of a catch-up holiday as we see so many friends that we have made over the years returning year after year which makes the holiday even more special.

There are such a huge choice of restaurants covering all tastes and therefore we never need to venture out. As we stay in the red level, we also have 2 separate restaurants that are child free and offer a quieter, calmer dining experience with the most amazing sea views. Dos Naifes is situated on a raised terrace so with superb views of the sea and offers cuisine inspired by the ocean. It truly is a special experience. In addition, there is Le Bistrot Provencal offering gorgeous French cuisine in beautiful surroundings. There are around another 9 restaurants so you can have a different experience every night.

We always stay in one of the Villas now as they offer a luxurious setting with amazing amenities and in addition your own private garden and pool. We have previously stayed in a couple of other red level rooms and we can honestly say that they are all amazing.

I must mention a special thank you to all of the Grounds and Cleaning staff who ensure that everything is clean and immaculate for all of the guests to enjoy every day. The maintenance of the trees and gardens is first-class and you certainly know that you are in a 5-star resort.

It is clear to see that the staff are so loyal to the Melia brand as they have stayed working within this hotel group for so many years. As we return every year it is so refreshing to see friendly faces who remember your names and can’t wait to give you a welcoming hug and a beautiful smile.

As ever all of the staff around the resort are all trained to a high standard and they cannot do enough to ensure that we all have the best holiday experience however there are a few members of staff who stand out and who have looked after my husband and I for many years.

Jose is the Chief Butler at the Red Level and he has looked after us since our first holiday at this resort. He is so welcoming, kind, professional and is a true asset to the Red Level area and the Melia brand. He is an important part of the team of the red level staff and they all work so well together to ensure that we all have an amazing time hence so many returning guests. The hotel and its fabulous facilities speak for themselves as first-class however it is the staff that truly make this an exceptional holiday every year for us and we are so pleased to arrive in reception and to be welcomed back so warmly by Jose and the team. It would not be the same if he was not there. Mohammed assists Jose in looking after the Red Level guests and he is always happy and smiling which can be infectious as he always leaves you feeling lifted and loving life. He certainly gets everyone smiling and laughing around the Red Level and all of the guests love seeing him.

Jose kindly introduced us to Salvador who is the Manager in the Red Level. It was lovely to meet him on our first day and it was nice that we were able to spend some time with him. He is full of enthusiasm and good energy and all of the staff seem to enjoy working with him and have huge respect for his values and commitment. We wish him well in his new position and we look forward to seeing him again next year. I also wanted to mention Vero in Red Level as she is so lovely and professional and always has time to see how you are and if we have everything we need. She is also an asset to the Melia Brand and is so knowledgeable about so many of the Melia hotels. She is a true delight to speak to. Mario is also part of the team in Red Level and he is always so helpful with booking restaurants or organizing things for you. He always has a smile and is so professional in his role.

We had many lunches in the Mexican restaurant next to the main pool and we were looked after superbly again by Bertrize. She is such an asset to the restaurant and the hotel and she has been part of the Melia team for some time. She always makes sure that your lunch time experience is amazing, with gorgeous food, fabulous service and a happy smile. It is lovely to see her every year.

We did spend a couple of nights in the French restaurant not only for the amazing food and view but because of Lorenzo and Ray. Thew look after the service in the restaurant so well and they are so proud to be part of it. Again, we have known them for many years and no matter where they are they always have time to make sure that everything is good for all of the guests. Many perfect evenings spent in this restaurant this year.

Thank you to all of the staff for their attention to detail, fabulous service and kind smiles. We always come home refreshed and eager to get another holiday booked in at this amazing hotel. I think that speaks for itself about how we feel about our Melia family in Tenerife.

Tengo ganas de volver a veros a todos el año que viene Julie & Ian

Lady Julie Forster White Corbridge

My daughter pre-paid for a Red Level suite for herself, her husband and tiny baby daughter in this place.

My wife and I requested a junior Red Level suite. We anll assumed our suites would resemble the online pictures but they didn’t.

We discovered quite quickly that Red Level quality only applies to rooms in the strict vicinity of the RL reception. These rooms are great but the rest of the resort rooms are 3-4* standard at best.

The tactic here (which was repeated independently for both me and my daughter) is that at check in you are told you have been upgraded for free!. However the room you are assigned bears no relation to your Red Level expectations as they are situated around the resort far away from the true RL area. When you question or reject the ‘free upgrade’ you are told that in order to get a high quality room in the RL area will cost more (in our case between €650 and €1,500). This is obviously a very well rehearsed scam they operate to increase revenue with minimal effort.

I fell for the trick and consented to the extra payment. Consequently our suite was in the RL area and very well presented.

My daughter opted to accept her ‘free upgrade’ room only to find it was nowhere near the RL area, was of very poor quality but most disastrously reeked of mould and damp. As it was very late my daughter needed to bathe her baby and put her to bed but not before complaining of the stench which permeated the furniture and bedclothes.

The following morning she complained again but was offered only a deep clean which made no difference. She came to see our room and was shocked at the contrast of quality between the rooms. We went to her room and apart from the nauseating smell it was obvious that this room was NOT the same Red Level quality. It had cheap shiny plastic covered furniture, cracked floor tiles and cupboards that were shoddy and cheaply put together.

My daughter went to reception and complained again and they reluctantly offered her four alternative rooms. She inspected these to find three were smaller than her present room, were in a worse state of repair and also stank of mould and damp. The fourth room she was shown was actually located in the RL area and was clean, modern and closely resembled the online pictures we had seen. At this point she was informed that to occupy this room for the remainder of our stay would cost her £650. This was way beyond her budget and she had to decline.

I should say that at no point did the sneering manager apologise for the stench and obvious health hazard this room provided. The ‘solution’ was to move my daughter to one of these worse rooms.

By this stage (day3) our baby was coughing and wheezing and an online doctor confirmed this was certainly caused by the mould in the room. We enquired about moving out of the hotel to nearby accommodation and whether a full or partial refund on the damp room was possible.

We were met with zero compassion, no possibility of any compensation and threats that we would be staying in the dangerously damp room unless we paid the additional £650.

We are still at the hotel now and don’t know what to do next.

This place pretends to offer a Red Level enhanced service across the resort but it is confined strictly to a small RL area near the dedicated reception.

They use underhand and well rehearsed tactics to upsell unsuspecting guests at reception when you are at your most vulnerable and ignorant.

My advice would be to avoid this place like the plague. It is not what it you think it will be and you will either be disappointed or conned into being much lighter in the pocket.

We originally planned to stay for just one night, but ended up extending our stay to three – which probably says everything about how much we enjoyed being back

The RedLevel team once again went above and beyond to make us feel genuinely welcome. A special thank you to Vero, whose warmth, professionalism and attention to detail shine through everything she does. She has built a wonderful team, and it really shows. Denis, Hugo, José and Mohammad to mention a few.

The adults-only RedLevel continues to ooze understated class. The pool area is peaceful and beautifully maintained, our room was immaculate, and the complimentary coffee, soft drinks and water available throughout the day around the pool are lovely touches. Breakfast is simply outstanding, with a huge choice of quality food and attentive staff who make every morning feel relaxed. Another great benefit for RedLevel guests is the free valet parking, which makes arrival and departure completely effortless.

One thing we did notice was that we didn’t see the Red Level manager during this stay and, in truth, we haven’t seen him on our last few visits. That said, it certainly wasn’t an issue. Vero clearly has everything under control, and the standards she and her team consistently deliver speak for themselves.

The location is another huge plus, with stunning coastal walks and beautiful sea views right on the doorstep.

Our only slight disappointment related to the main hotel rather than RedLevel itself. We found it almost impossible to secure dinner reservations in any of the on-site restaurants, so we ended up eating off-site on all three evenings. We also only received one turndown service during our stay. Not exactly the end of the world, but it’s one of those small luxuries that makes RedLevel feel that little bit extra.

Neither issue detracted from another wonderful visit, and we are already looking forward to returning. If you’re looking for somewhere to completely switch off and be looked after by people who genuinely care, Adults RedLevel at Palacio de Isora is hard to beat.