Melia Tortuga Beach - All Inclusive

On arrival we checked in at reception and paid to upgrade to the VIP package, at a cost of €50 for adults (3) and €30 for children (1), totalling €180 per day. See photo for listed benefits. We then booked the various restaurants etc for our weeklong holiday with Wagner (VIP manager). We were then given the key cards to our villa and shown on the map where our 4 bed beachfront villa was located and told our luggage would follow. On arriving at the villa, none of the key cards would open the front door, but we managed to gain access through a patio door that had been left unlocked. We then tried to use the phone in the room to contact reception, but this was not working. My husband went to the Cabana restaurant/bar to ask if they could call reception to inform them that our keys didn’t work. Abruptly, he was told NO you have to walk back up to reception to sort out!! Our bags arrived and we trudged back up to reception to get new key cards and inform them that the phone and tv’s in the villa also weren’t working. They were unable to immediately fix the keycards so we were given one normal metal door key, to use between the 4 of us. They also said that the phone in the room had not worked for some months and they would come and look at the tvs, which had no remote controls in the room. We then asked how we were meant to contact reception or order any 24hour room service from our room without a telephone and were told to WhatsApp Wagner or Heidy if we wanted anything!! This obviously turned out to be impractical as they would have days off and didn’t work 24hours. The villa was promoted as having a fully equipped kitchen. Yes there was a kettle,fridge, microwave etc, but not a single item of cutlery or crockery etc to use to even make a cup of tea, let alone a saucepan! The other items that were obviously missing from the villa were, bathrobes, bathroom amenities such as tissues, cotton buds, decent amount of toilet rolls, fans in 3 bedrooms as air conditioning only in master bed and lounge, table and chairs on the patio and to be honest it just seemed dirty and bare. We messaged Wagner, to request the missing items etc and problems with the villa but he had already gone home for the day, but he passed the messages onto to Heidy to resolve. We were tired from a full days travel and just went to signora sassi for dinner and thought we’d sort it out the next day as we weren’t getting much help from reception, who just stared at us blankly claiming they didn’t understand. In using the villa overnight, we realised just how filthy it was, with what we hope was insect blood on the walls, fungi growing in the showers, ticks and cockroaches in the bedrooms, mold growing on the disgustingly stained mattresses, grease stains on cushions and curtains, filthy floor, stained bedding and towels, we once again trudged up to reception and demanded to see the manager, Mr Luis Miguel Goncalves as our youngest daughter had also come out in a rash basica

This place is dirty. They haven't changed my bed sheets in five days, but still made the bed with the dirty linen. I've asked three times today (twice to the manager) for clean sheets and every time got a smile and "yes yes" but my bed still has dirty linen and smelly pillows. Don't go if you value hygiene.

On arrival at Sal airport we met the TUI rep who tried to flag down our taxi who had decided to drive off. She did call another taxi for 8 people with only 7 seats and was made to put the youngest on a knee. On arrival we were told to go the bar and get ourselves a drink while we waited to check in. 5*??? The concierge took us to our 2 rooms and it was all downhill from there. The first room was covered in water, the aircon didn’t work (no aircon in twin room at all) and was leaking all over the floor, no tv, no hairdryer, no working phone. 4 attempts to fix and it was only a temporary fix. We were shown to the second room where the staff had to shoulder barge the door to let us in. Turns out the door handle was broken and only access was with a key. The place was dirty, staff rude & aggressive, soiled sheets, poorly maintained in all areas. If you can find a seat in the restaurant, good luck finding plates, cutlery cups, no table service, etc. Food was average and lacking choice, no ice cream in the whole result but the staff said we could purchase it at a cost from the beach I haven’t got the strength to list all the issues, but I can definitely say don’t waste your money! Stay at the In Palace instead which is incredible. Due to the obscene amount of issues during the first 6 days of our holiday we were moved to the Riu Palace which was amazing. Everything you would expect from a 5* resort & more.

Be very careful booking this hotel. Hotel wasn't so bad room 225 and 443 were horrendous! This hotel was sold as a luxury hotel 4star, official rating 5star. It was bearly a 3star. Were people that are happy with anything....unless it's filthy. DO NOT BOOK THIS HOTEL!

Food not cooked, and hot plates cold! Cockroaches in the restaurant Stains on curtains Holes in the bed sheets No hot water some nights Tiles missing in all the pools Staff absent Balcony still had cigarette butt's on for the full 11 days TUI rep missing 2 of the 10 days TUI told us this was 5 star, it's not even three That's just some of it. Avoid this hotel

Our check-in was at 1:00 in the morning. The room smelled of mold and humidity. Looking around the room, the surprises began - there were only two glasses and two bottles of water in the entire kitchen, and there were three of us. There are no basic utensils - not even a trash can. The bathroom is shocking, has a broken shower, has missed accessories, the bathroom looked dirty when we came plus there was a cockroach on the ground. Today I complained to the manager, he came, looked around and said that the villa is private and he could not accommodate us anywhere else. They brought another glass and a trash can. This is not Melia, we were in Melia Vietnam from January 18, we were enchanted, we were in Melia Bali, it was wonderful, but this here does not deserve 2 stars. The service is at the same level - there is no service, you serve yourself, they serve you the drink in whatever they have - beer in a wine glass or a concentrate. I am disappointed with the Molya brand. I have photos for everything shared above. Unexpected and inappropriate for Melia accommodation and service.