Meliá Sol y Nieve

I booked this hotel as I am an independent travel agent and I was looking forward to writing a review for this hotel for my potential clients and my network of other agents who would advise their clients to visit. Upon arrival, check in was slow and disorganised and took quite a while. We had booked 2 rooms and luckily for us one of the rooms was upgraded to the level (no one told us at the time - we found out a day later when I checked the app) The second room was booked as a standard deluxe, but no one at check in even attempted to upsell an upgrade which was a shame as my friends would have paid for it if offered. A little disappointing that our room upgrade didn't come with all the benefits of the level tier - again had we known we would have paid the extra. Apart from check in all was fantastic at the hotel, we bought our lift passes at the machine in reception and I had booked our ski are with a company that partnered with the hotel so that was a breeze. Breakfast was wonderful, loads of choice and good quality food. We wanted to use the spa in the hotel and when we enquired we were told it was €39 pp, but if we listened to a 30min sales pitch we could go for free. We decided to see if the spa in the sister hotel was any cheaper and when we rang they said it was €25pp, so we booked it. On arrival we were told the spa was included in our package so it was free. A lot of confusion and misleading information here. Really the spa facilities should be included in the room stay. Especially as we were only allocated 1h 30mins. On check out, we purposely left a ski jacket in the room as the pocket zip had broken and we thought maybe one of the staff may like to keep it as it was in good condition and expensive but we already had bought a new one. I always leave toiletries or anything that staff could use again as I know it is appreciated. When we arrived home a few hours later my husband realised he had left his wedding ring on the bedside table when packing. He immediately rang the hotel who told him to call back the next day as no one from housekeeping was there. THREE days later he finally got through to housekeeping and asked had a ring been found and they said no. We asked was anything found in the room, they said no. They also failed to mention about the jacket being left in the room. After we sent an email directly to the hotel saying a ring and jacket was left, a few days later MIRACULOUSLY the ring and jacket had been found. Then I receive a second email the next day to say only the jacket has been found. Very confusing. I paid the postage to have my items returned to me that were supposed to arrive by the 13th Jan and after not receiving them I contacted the hotel who told me the items haven't even left the hotel yet, this was nearly 2 weeks ago when I paid the postage. So I still have no idea after no reply, if the wedding ring will be in the package! After this I am struggling to see how I can recommend this hotel to

NOT SUGGESTED! OVERPRICED for a poor quality and service! No flexibility and no helping attitude. It was so disappointing from the very first day. - no help was provided for skiers where they can buy tickets (if the machine is out of order in the hotel) - the spa: not hot water and not cold either. Nor for spa feeling, neither for swimming (the area for kids is so small that my water-addicted kids did not want to go for the 2nd time) - the rooms are terrible noisy. Impossible to sleep without ear plugs - whenever we wanted to eat/book a table in the restaurant, they were fully booked but the tables were empty - the food in the bar is terrible - the ceiling in the sitting area is soaking Only positive: the service and assortment at breakfast I have also imformed the manager in duty about all of my concerns and bad experience to give them the chance to improve. No improvement while we stayed…

I could have rated this hotel 5 out of 5 apart from one significant issue we had. The room was boiling, despite asking at reception nothing could be done and we spent 4 nights boiling even with sleeping with the window wide open ! Everything else was great, the breakfast was fantastic loads to choose from. The bar was lovely and the food available here was great. The spa was wonderful and we thoroughly enjoyed an afternoon there. The parking was great with the valet service being greatly appreciated. Such a shame the oven room let the experience down.