R-A Lecerf
Extremely disappointing stay – Lack of professionalism and humanity
We stayed at the Melià Costa del Sol in Torremolinos from 25.02 to 02.03.2026. We are 22 years old and this was a couple’s trip. As we did not know the area, we relied on the information provided by the hotel.
Unfortunately, the experience was very negative.
From the beginning of the stay, my partner was subjected to openly inappropriate and discriminatory behavior from certain guests. Very persistent staring, people stopping to look at her, turning around obviously to stare – and this happened 5 to 6 times per day. This was not just a “feeling,” but a daily accumulation of very uncomfortable behavior. We never felt at ease.
On the last day, after checking out at 12:00, we discovered that our car had been impounded. However, upon our arrival on February 25, we had explicitly asked reception whether there was parking available. We were told that we could park “all along the street without any problem.” I even asked for confirmation: “The entire street?” and was told yes, no problem.
As a result, we had to spend 3 hours (from 12:00 to 15:00) going back and forth between the police station and the impound lot. Stress, loss of time, and additional expenses.
When we asked to speak to the manager before leaving, we received neither understanding nor empathy. He minimized the situation regarding the racism by calling it a “feeling” and avoided responsibility for the parking issue by saying it was up to us to check where we parked. His tone was condescending and unprofessional.
We left with a deep sense of injustice and lack of consideration.
An establishment of this standard should:
Provide clear and reliable information.
Take guests’ concerns seriously.
Show empathy and professionalism.
Unfortunately, this stay will remain a very bad memory.
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Dear Ms. Arenaza,
Thank you for your response.
However, I must admit that I was surprised to see that most of your message focuses on defending procedures and discussing the parking situation, while the main concern we raised during our stay seems to have been largely overlooked.
Regarding the “incident” at the entrance, I am disappointed to see that even in your response you avoid addressing what actually happened.
Expressing the intention to leave an honest review after a disappointing experience should not reasonably be interpreted as a threat.
Concerning the incident upon my departure — when you mention that “a glass full of liquid was thrown at the hotel entrance” — I would like to clarify (for people reading online) that it was not a glass, but a McDonald’s biodegradable paper cup (full of Coca-Cola, to be precise). And secondly, it was not “thrown” as described, but unfortunately slipped from my hands.
Perhaps it slipped just like, according to your manager, the repeated staring from other guests at my partner could simply “slip by”.
The most troubling part of our experience was not the parking issue, but the repeated discriminatory and uncomfortable behavior my partner was subjected to from other guests.
Persistent staring, people stopping and turning around to look at her several times a day created a very unpleasant atmosphere during our stay.
When we raised this concern, it was unfortunately dismissed as a simple “feeling” and as our personal “characterization” of the situation, as you wrote in your response. Reading this while your message emphasizes respect, inclusion and equality makes this dismissal even more surprising.
Of course, a hotel cannot control every individual guest. However, the way such concerns are received and addressed by management speaks volumes about the values that are actually practiced, beyond the statements written in policies.
As for the parking situation, we simply relied on the information given to us by the reception staff upon arrival, as visitors unfamiliar with the area.
In any case, I will leave it to future guests to read both perspectives and draw their own conclusions.
And hopefully future guests will experience the values of respect and inclusion mentioned in your message more clearly than we did.
Kind regards,
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Kevin Willey
One of the best hotels. Particularly if you book a room with a view at the top of the hotel. There is an amazing bar terrace where you can sit and relax. The service is great and the staff very professional but at the same time friendly and kind.
ann marie Graham
Just home after spending 3 nights at the Melia. This is a big hotel over two blocks with a pool between the blocks and roof top pools on each as well. The room was nice, good bathroom. All rooms have a balcony. When we arrived we discovered that the ac was set to heat at 18 degrees I rang asking to change setting and was told that this is their winter setting to turn off a and put on fan. The fan didn't work we logged this with the hotel and no one came to fix it during our stay. As a result we had to leave the door open all night. Room service was poor, day 2 we rang to get the room serviced, which was eventually done at 3.30. They didn't empty the bin in the bathroom, left a dirty cup and didn't replenish toilet rolls. The food at breakfast was very good, huge choice, also ate at roof top and this was good as well. Bit of a mixed bag, they have entertainment every night in the bar.
Stephen C
Staff are great. Friendly and helpful.
Room is fine and kept very clean by housekeeping.
We didn't pay a lot for this holiday so the slightly disappointing evening buffet is easily overlooked.
Evening entertainment was surprisingly good most evenings.
Enjoyed our stay.
My Booking
