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“great location, disappointing service”

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ILUNION Merida Palace
Ranked #1 of 14 Hotels in Merida
Certificate of Excellence
London, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“great location, disappointing service”
Reviewed 10 April 2012

Agree with Pimples, previous reviewer, that the lobby decor is appalling, what looks like a huge slab of MDF painted bright blue, adorned with fake palms and plastic house plants. A makeover on the cheap, shame, would love to think it will be restored one day. However, our room looked good, spacious, clean & comfortable as you would expect in a 5* establishment. But what was going on with reception? When we arrived (and we speak Spanish so that's no excuse), no-one offered help with luggage or to show us to our room. Later when I asked for a street map, the receptionist supposedly circled our hotel, in fact it was a totally different hotel on the other side of town. We didn't ever get a smile or greeting on our way in or out of the hotel. Trying to check out was frustrating, 4 staff behind the counter and 3 guests checking out, but could only manage to deal with one person at a time between them and it took forever. Wouldn't have minded so much if they'd made eye contact and apologised for the delay. There didn't seem to be a hotel manager.
In contrast to the poor service from reception, the bar staff in the hotel were efficient and pleasant.

We'd read reviews suggesting breakfast best avoided, and generaly used the Entrecanas cafe bar just round the corner which was very good.

Stayed February 2012, travelled as a couple
Helpful?
1 Thank valerie375
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ilunion H, Gerente at ILUNION Merida Palace, responded to this review, 7 July 2017
Dear Costumer, Thank you for filling the quality questionnaire and for choosing our Hotel in your stay in Mérida. We are very pleased to welcome you again in your next visit to Mérida. Yours faithfully. José María Valadés (Hotel Ilunion Mérida Palace Manager)
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (28)
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Bedfordshire
Level 5 Contributor
62 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
Reviewed 26 February 2012

Got a really good deal direct from the hotels own website, €89 for a double room with breakfast included, not bad for a 5* hotel, sat nav took us to the front door, the hotel is situated on the city square and there is no parking out front but there is a small run off for you to unload your cases and if you want a valet will take your car keys and go and park your car at the garage located about 1km away, the service is €16 for 24 hours and includes them collecting the car and bringing it back to you at the hotel, the restaurant is traditional Spanish fine dining at its best the head waiter is a star and will eagerly help you with the enormous wine list, he recommended a local extremedura red that was superb and only €12 a full bottle (75cl) I can thoroughly recommend the fillet steak in port sauce, my wife and I had 3 top courses each, wine and water, coffee's and digestifs to finish and the bill was under €100 certainly cheap when dining at this level, the room was large and had all the trimmings you would expect in a hotel of this class, though you should be aware this hotel is built inside a listed 12th century palace so it's design is sympathetic to the building, so it is not all flash like a new build business class hotel, but the beautiful features make up for this. I cannot for the life of me see how another reviewer saw the interior of a cheap Las Vegas casino. The staff on reception were polite and helpful to me even supplying a map with all the best places to see, the breakfast selection was excellent and plentiful. All in all a pleasant stay and I booked the hotel again for the return leg of my holiday.

Room Tip: I had a basic double room and it was lovely.
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  • Stayed February 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank touringbear
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ilunion H, Gerente at ILUNION Merida Palace, responded to this review, 7 July 2017
Dear Costumer, Thank you for filling the quality questionnaire and for choosing our Hotel in your stay in Mérida. We are very pleased to welcome you again in your next visit to Mérida. Yours faithfully. José María Valadés (Hotel Ilunion Mérida Palace Manager)
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Madrid, Spain
Level 6 Contributor
154 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 130 helpful votes
Reviewed 16 December 2011

We picked this hotel because of its location. It's right next to the plaza mayor and just a few minutes walk to Alcazar and the old Roman bridge.

Outside the hotel looks like a nice old stone building. What we didn't expect was the very loud and cheap looking Las Vegas Casino interior decoration to jump into our face when we walked in (it was quite amusing).

Parking is not too hard to get but you will need patience, a mobile phone and some Spanish language skills to call the hotel before arriving. Since the hotel is on Plaza Mayor, this hotel only have three parking spaces for customers to drop in leave luggage and have the valet take the car out. When we got there, despite emailing and calling on the phone earlier that we were arriving, the parking space for drop off is all occupied we had to drive around a few more rounds looping in Merida's narrow streets, while their slow valet moves out other cars (gee..).

The hotel's reception staff tries hard to please but is still somewhere between learning and training on the job (hmmm...) We handed in our passports and they handed back registration forms with wrong nationalities. We told them to correct and when we checked out we are back to the same wrong nationality (we wonder why..). They also took very long to check us in and as long to check us out. They said it's the new computer system (I peaked and saw a Dos interface program and didn't want to see more) but we weren't in a hurry so we were ok.

Our room faces out to the Plaza Mayor which is really nice. However outside the room the view is excellent but everything else inside the room left many question marks. The interior decoration of the room is all oddly in orange and brick red. In an attempt to keep up with the Casino Caesar Palace feel down stair and the mudejar staircase on the way up to the rooms, the architect decides to do an Italian look for the inside of the room by adding tassles, embroidered fabrics, wrought iron furniture and a huge (fake) porcelain medallion of a Roman emperor in a gold-black tiles bathroom. It would have all been quirky and fun had we not run into the broken glass divider door (some guest before us banged in it?) in the bathroom. And we would have been in better humor if the glass door of the shower had not fell off (nearly banging my face) during showering.

The bathroom also offers very odd choices of amenities: a blue sponge in plastic wrapping which we don't know if the maid left behind or if it's for us to clean the bathroom (it looks already clean) or as a scrub for our baths?, candies are just thrown on the table (a nice small bowl would be better?) plastic bags for sanitary napkins were stuffed haphazardly in its holder (gee)..and you can't touch any of the toilet amenities and not have everything slipped and slided down to the floor.

The only saving grace of the service of this hotel is that the reception tried their best to help us and gives us advice on what to see and when.

So if you ask us, this hotel has potential but it needs a couple of things:
-Redo the lobby: a new paint over the ugly fluorescent blue in its lobby, get rid of cheap fake plastic pot plants (better none than ugly ones), throw away some earthen pots and while we are at it some of the chunky furniture in the rooms can go away (we had no where to open our luggage!). Dear hotel owners, less is more not more is more.
-Fix the doors of the guests room. We are sure we are not the first guests to see the cracks of the doors or had the door fell nearly on our face (we looked at the hinges its rotting already.. so its been broken some time before). If it is broken take it off, it's dangerous to leave it there and pretend that nothing happen. Broken and loose glass doors can hit and kill people! This carelessness is unacceptable.
- Good service is for everyone, your valet service needs to operate faster. Guests who come to Merida don't stay that long.

So if you are thinking of staying here, make sure you are in good humor and have a lot of patience before arriving. Also approach any glass door you see in this hotel with tender loving care :)

  • Stayed December 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank pimples
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ilunion H, Gerente at ILUNION Merida Palace, responded to this review, 7 July 2017
Dear Costumer, Thank you for filling the quality questionnaire and for choosing our Hotel in your stay in Mérida. We are very pleased to welcome you again in your next visit to Mérida. Yours faithfully. José María Valadés (Hotel Ilunion Mérida Palace Manager)
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brazil
Level 4 Contributor
36 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 7 October 2011

The hotel is very well located close to all the main sights of Merida. The room is ample, comfortable, elegant and functional.
Many foods of the breakfast had already finished before 8:30 AM.My wife and I were waiting more than 10 minutes to sit because there isn’t any clean table available.
We tried to dinner at the hotel and gave up after we wait more than 15 minutes for a waiter.
At the reception the bell boy Bruno was very friendly and gave us all the tips of the city.

  • Stayed September 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Victor-Rio
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ilunion H, Gerente at ILUNION Merida Palace, responded to this review, 7 July 2017
Dear Costumer, Thank you for filling the quality questionnaire and for choosing our Hotel in your stay in Mérida. We are very pleased to welcome you again in your next visit to Mérida. Yours faithfully. José María Valadés (Hotel Ilunion Mérida Palace Manager)
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Zurich, Switzerland
Level 3 Contributor
10 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 5 October 2011

Decent Hotel for a few nights
The Merida Palace is a decent Hotel in the small City of Merida. The rooms are clean and the beds are comfortable. The service at the reception is kind, helpful and fast.
The breakfast buffet was nothing to write home about, service not that good, service during dinner a little bit slow as well. Dinner food quality was decent.
Valet parking is expensive and a little slow.
I can recomment the Hotel for a few days. Overall a good choice to stay in Merida.

  • Stayed October 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Michael G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ilunion H, Gerente at ILUNION Merida Palace, responded to this review, 7 July 2017
Dear Costumer, Thank you for filling the quality questionnaire and for choosing our Hotel in your stay in Mérida. We are very pleased to welcome you again in your next visit to Mérida. Yours faithfully. José María Valadés (Hotel Ilunion Mérida Palace Manager)
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Barcelona
Level 5 Contributor
94 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 23 August 2011

The hotel is very well located in a nice city. The service was correct. The filing is that they were shortbof people. Breadfast was often too busy and most thinks were not available. the orange juice however was marvelous. The swiming pool is very small.

  • Stayed August 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank SilBarcelona
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ilunion H, Gerente at ILUNION Merida Palace, responded to this review, 7 July 2017
Dear Costumer, Thank you for filling the quality questionnaire and for choosing our Hotel in your stay in Mérida. We are very pleased to welcome you again in your next visit to Mérida. Yours faithfully. José María Valadés (Hotel Ilunion Mérida Palace Manager)
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level 3 Contributor
20 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 29 June 2011

We were initially put in a room which looked onto a wall. It also stank like cigarettes even though it was supposed to be a non-smoking room, so I asked if there was another room available. The staff were lovely and we were moved into a twin room with the beds pushed together overlooking the square. It was lovely. Moral of the story: be careful about which room you get.

  • Stayed June 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Bospub
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ilunion H, Gerente at ILUNION Merida Palace, responded to this review, 7 July 2017
Dear Costumer, Thank you for filling the quality questionnaire and for choosing our Hotel in your stay in Mérida. We are very pleased to welcome you again in your next visit to Mérida. Yours faithfully. José María Valadés (Hotel Ilunion Mérida Palace Manager)
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about ILUNION Merida Palace

Property: ILUNION Merida Palace
Address: Plaza Espana 19 | Badajoz, 06800 Merida, Spain (Formerly BlueCity Merida Palace)
Region: Spain > Extremadura > Province of Badajoz > Merida
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 14 Hotels in Merida
Price Range (Based on Average Rates): $
Hotel Class:5 star — ILUNION Merida Palace 5*
Number of rooms: 76
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