TripAdvisor Traveler Rating

Room and property beautiful and clean. Friendly staff. Beach cleaned of sargassum nightly but it comes back quick so best to go in morning. Limited seating around pool as people wake early and throw towels all over the chairs. Limited food options and general concern for unsafe food handling and lack of hand sanitizer to encourage patrons to wash prior to partaking in buffet. My family got sick from food one by one throughout the week which made the trip less than desirable.

We had a great holiday with my family at Melia Casa. We spent 10 nights there in a spacious, comfortable well-located swim-up room. The food and entertainment services were also great . I highly recommend this Hotel.

There were some issues, like our safe and mini fridge not working. Those things were reported within 24hrs of our arrival, but neither was addressed during our stay. The food was not as good as it had been at other hotels we have visited in cancun, and the service was often very poor. Waiting well over 30 min for a cup of coffee, then despite asking for cream and sugar, the waiter did not bring those either. We had to ask our servers for them. This is just one example of the poor food service we received; usually it was ok, but there were a few times through the stay it was frustrating. Food at the restaurants took a very long time to arrive, and the food quality was mediocre. There is public beach right next to the hotels beach, and many public users encroaching onto the hotels area, though I never saw any come close to the hotels chairs or near the hotel itself. No inappropriate behavior seen. There were many positives during our stay. The rooms were beautiful with nice views. Daily cleaning was done well, and requested extra water was fulfilled diligently. Beds were very comfortable and clean. Soaps, shampoo, conditioner, and lotion were kept full. Shower ran strong with plenty of hot water. The beach was clean and beautiful with plenty of seating and shade. Pool was accessible and though it was busy, we were always able to find a seat nearby. The water park was great fun for the kids, and definitely a large reason for our kids having so much fun every day. There were bars everywhere, so even if we didn't see a server, we never had to go far for drinks. Overall it was a positive experience, and we would return. It's a great place for families with small children.

TL;dr - concierge service is absolutely not worth it - food choices are limited, and mediocre - expect poor / nonexistent services (esp in self serve buffets for things like drinks/cutlery, etc) (And for those readers who might think that this review is “entitled much?”. Yes it is - we deliberately chose and paid for a higher level of service that we ultimately did not receive.) We deliberately picked a small all inclusive resort that offered concierge services. This resort fit those conditions quite well however It did not deliver. Our concierge (P.C.) was not available nor responsive to our inquiries throughout our stay - with an incredibly poor showing during check-in. We reached the property at about noon, and for concierge check in, we were taken to another area which was rather mediocre compared to the main reception. On check in the concierge advised our rooms would be ready at 3pm; however there was no proactive outreach and we had to ask the concierge at 3pm if the rooms were in fact ready - she ghosted us for the rest of the afternoon. We tried to get into our rooms after 3pm - the front desk activated our wristbands (ie room keys) but would not tell us our room numbers. We finally were able to get in at 4:30 after telling her that we were waiting at the concierge check-in area for 30 mins! In addition, she was supposed to get us a reservation for dinner but she selected the wrong restaurant. On pointing all this out, she apologized for everything (all communication was via WhatsApp) and guaranteed that she had updated the dinner reservation to the correct restaurant. She hadn’t - the hostess (Sandra - one of the rare staff that provided delightful service) was nice and accommodated us. We also asked to speak with a manger after we could not get our bags but no one ever materialized. The concierge did not provide any additional services the remainder of our stay, and we also didn’t ask because the last thing we wanted to do on vacation was chase down the concierge, only to do what we requested ourselves anyway. The food quality was average. Reservations are a must for their limited 3 restaurants. We made an error for one night, and we were out of luck - had to go back to the subpar buffet. The availability of waiters on the beach, near the pool area or in buffet were scarce. We commented that it appeared they were always one or two waiters too short. And getting water with meals was like winning the lottery. We will call out Wilbert as another exception that took really good care of us, especially when we were not seated in his zone. The resort amenities such as pool table, pickle ball and fusball were always occupied so we never got to use them. The one bright spot was the spa which we utilized multiple times. Great staff and service. All in all - very disappointed in the value for our money. This is a relatively small property so it would not have taken the concierge much effort if any at all to find us and provide a service to meet our minimal needs. We will not return to a Melia property.

Stayed at this hotel in October and overall had a comfortable experience, though it didn’t quite meet expectations compared to other stays with the brand. Pros: The majority of the staff were excellent—friendly, attentive, and welcoming. However, there was one notable exception: on two separate occasions at the bar, I experienced what felt like very dismissive service. It did feel targeted and disappointing. The room itself was beautiful, clean, and well-maintained, with a very comfortable bed. The addition of a kitchen area was a nice touch (suite), although not required as an All Inclusive guest Cons: The air conditioning was quite noisy, which affected comfort at times. The living room layout could also be improved—particularly as the TVs are fixed and not adjustable, making viewing awkward depending on where you sit (see photo for reference) Food was a mixed experience. While the Italian restaurant was very good, portion sizes were quite small. The Mercado buffet felt limited in both size and variety compared to other properties. Families with picky eaters may find options especially restrictive in the evenings (see comment about Oxxo and Go Mart) The hotel doesn’t “feel” like other properties in the same group. Processes like handwritten logs for towels and meals felt outdated—something like a pool card system would be more efficient. Booking specialty restaurants could only be done through the concierge, which wasn’t always convenient - my question is - why is the Melia app not as advanced for this property as it is at other Melia’s? There is a small shop (Go Mart) just outside the hotel, but it was consistently very busy and opening hours are limited, so we didn’t use it. A larger supermarket (Oxxo) is about a 20-minute walk (after a meal of chicken nuggets and bread rolls - I needed crisps!) - head left out of the property and continue past the RIU hotels for around 10–15 minutes. There is a new on-site shop - yes convenient but very expensive as others have mentioned. “The Level” experience was underwhelming. We visited the Level area once due to limited and inconvenient opening hours that didn’t align well with typical pool or beach time - it was also located on a different floor. Additionally, unlike other stays, there was no separate check-in available for Level guests when we arrived in the early evening, as it was closed. Overall: This was a comfortable stay, but not quite what we expected based on previous experiences. The hotel seems to be in a period of transition, and from conversations with other guests, there are still some ongoing issues linked to the Imperial Fiesta Club. That said, there’s clearly a lot of potential here. We even noticed surveyors on-site during our visit, suggesting improvements may already be underway. With time and investment, this property could become something much better - but food seems to be the main issue looking at other reviews which I would agree with