Mim Baqueira Member of Melia Collection

While I understand the need for non-refundable policies (non-committal bookers, snow conditions etc), I would have expected the hotel to offer some flexibility given the exceptional circumstances when Heathrow airport was closed due to a fire. This could have been offered as a refund or a credit to stay at the hotel at another date, however the hotel offered no flexibility despite the circumstances. Book with caution.

We traveled with 2 kids of 8 and 12 y.o. and spent several days in room 422 (Apartamento Deluxe). Somehow the sofa bed was located on the upper floor with the side right next to the stairs which made it impossible to put there the kids (we were scared they can fall off the stairs while sleeping). The bathroom is super tiny with one small sink (the photo showed two sinks) and did not have a lock. The toilet inside is located super close to the wall so you feel really uncomfortable sitting there. The room might be perfect for a couple, but for a family of our size it was a nightmare. We asked the reception several times to change us the room where the children can sleep in separate beds (with extra pay, of course) but they only showed us Suite on the 5th floor (and we asked for Suite Junior that was available on the webpage) which of course was nothing like the photo and another room 700 (Apartamento Dúplex) which according to the availably was supposed to be Duplex Privilege and have a separate bed. So don't be surprised if your room looks nothing like the photo!!! The cleaning kept leaving us 2 towels instead of 4, so we had to call every day to bring us extra towels. We asked for a bathrobe, but even with a pay it was not available. The spa had special hours for families with kids, with prior reservation and it is was always packed. Here is some good stuff about the hotel: location is great, food is awesome, parking is spacious, lockers are good.