Leonard Miron

Culinary Extravaganza: Melia Villaitana’s Superb Food and Service Delights

•August 5, 2023 • Leave a Comment

How many of you read reviews or watch videos on social media about culinary disasters during package holidays? Do you remember my recent experience at Melia Durres ?(watch one of the video reports by clicking here https://youtu.be/C5eJ5cuYmGY)

The allure of all-inclusive resorts promises an endless parade of delectable delights, but for some unfortunate travellers, it quickly devolves into a gastronomic nightmare. With lacklustre ingredients, messy buffets, and indifferent staff, these culinary experiences leave much to be desired. Repetitive, overcooked, and poorly executed dishes abound, offering little solace to those seeking a memorable dining experience. Fresh and healthy options are a distant dream, as basic, crowded restaurants churn out mass-produced meals, leaving guests feeling like mere cattle. The lack of taste and uninspired plating only add to the disappointment, turning the feast into a famine of flavours.

In a world where culinary mediocrity seems to be an unfortunate norm in holiday packages and resorts, Melia Villaitana emerges as a shining exception. This luxury resort has mastered the art of transforming a simple meal into an unforgettable gastronomic journey. Their secret lies in embracing innovative and fresh ingredients, crafting inspired and reinterpreted recipes that excite the taste buds. A harmonious blend of classic and local flavours enhances every meal experience, offering a delightful melange of tastes. Impeccable service accompanies guests at any time of the day, whether indulging in the classical buffet or exploring alternative dining venues. Melia Villaitana truly proves that a remarkable culinary adventure can be the highlight of any holiday getaway.

And therefore, I decided to dedicate a special post to my gastronomic experience of those 6 days spent at Melia Villaitana.

If you are a LEVEL guest, both, breakfast and dinner are served in the BOTANIC restaurant. Nestled within the idyllic landscape of a luxurious LEVEL area, BOTANIC Restaurant stands as a culinary haven that captivates the senses and leaves guests in awe. With its spacious indoor and outdoor areas, diners can revel in the tranquillity of never feeling crowded. Indoors, an elegant and minimalistic design creates an atmosphere of sophistication and refinement. Outdoors, the terrace envelops the mesmerizing lake-shaped pool, offering breath-taking views of the resort. Under the excellent management of a warm and attentive staff, BOTANIC Restaurant blooms as the epitome of culinary pleasure and serenity combined in the sometimes overwritten “half-board formula”

Start your day off right with a delightful breakfast experience at BOTANIC restaurant which offers a diverse and mouth-watering morning culinary treats that caters to every taste.

For lovers of international classics, you’ll find scrambled eggs, sausages, and a selection of cereals to satisfy your cravings. Cheese enthusiasts will be delighted by the array of options, from renowned international brands to delightful local varieties. Indulge in the all-time Spanish favourites like tostada with grated tomato, and savour the high-quality Jamon Iberico, and flavourful chorizo. Craving something sweet? Treat yourself to churros, a beloved Spanish delicacy.

Health-conscious guests will find an array of fresh vegetables and an assortment of healthy options, including hummus, guacamole, yogurts and various dips. And for those who appreciate local specialties, the breakfast menu proudly features dishes from the Comunidad Valenciana region.

Quench your thirst with fresh juices and savour a cup of delicious coffee, making it a perfect start to your day.

A piece of advice: if you prefer a tranquil breakfast ambiance, arrive early in the morning. The breakfast service concludes at 10:30, and as most guests are Spanish, they tend to enjoy a lively family breakfast, which may become busier as the morning progresses.

Embark on a gastronomic journey at BOTANIC restaurant and savour a breakfast experience that caters to diverse tastes, featuring both international delights and cherished Spanish delicacies. I learned after the first day at Melia Villaitana that a great day begins with a sumptuous breakfast at BOTANIC.

Breakfast at BOTANIC, Melia Villaitana

The same venue stands as a true gastronomic oasis after sunset, where food enthusiasts embark on a unique culinary journey every night. This exquisite eatery has garnered an ardent following for its ever-changing variety of cold and hot dishes, ensuring that no two evenings are alike. Among the offerings, the much-beloved Paella, renowned for its rich flavours and vibrant colours, takes centre stage, while its Catalan sister, Fideua, delights those seeking a slightly different twist on the classic.

One of the highlights at Botanic is their fabulous salad bar, adorned with an abundance of fresh and wholesome produce, offering unlimited combinations for the creation of healthy and flavourful salads. For connoisseurs of Spanish cuisine, the restaurant offers a delectable selection of Valencian cold cuts, showcasing the region’s culinary heritage. For meat lovers, THE LEVEL restaurant does not disappoint. From succulent grilled or cooked fish to prime cuts of lamb, beef, pork, and juicy chicken, the menu caters to diverse tastes and preferences. The tapas section beckons with an array of delectable options, from the iconic Patatas Brava and Spanish croquettes to refreshing chilled Gazpacho or Salmorejo, perfect for hot summer evenings. As the feast reaches its grand finale, diners are enticed by the alluring dessert bar. Fresh fruits compete with mouth-watering cakes, vying for a spot-on plates eager to satisfy sweet cravings

While drinks are not included, Botanic ensures that guests have access to a meticulously curated selection of wines. White wine enthusiasts will delight in choices such as Paco & Lola, with its invigorating tones, or ETCÉTERA, boasting floral nuances and fruity touches. For those with a penchant for reds, Habla del Silencio promises a symphony of flavours, from cherry and blackberry to hints of mint, graphite, and pepper.

Dinner at BOTANIC, Melia Villaitana

Botanic Restaurant shatters the conventional image of an all-inclusive buffet, instead offering a culinary adventure filled with surprises and delights. With each evening bringing new flavours and combinations, dining at Botanic is an exceptional experience that will leave guests longing for more. So, if you seek an unforgettable night of gastronomic indulgence, let Botanic Restaurant be your compass to a world of taste and texture.

For the last several years, we’ve watched the rise of the food truck from delicious hot dog carts to taco wagons and to an all-out gourmet battle driven by the food-truck followers you see today. The variety of food trucks is never-ending as well – from ethnic to fusion cuisine, cupcakes and ice cream and everything in-between. So get ready to discover at Melia Villaitana a proper Food Van.

Located in the area of the main pool, the Food Van is culinary gem where classical snacks get a Spanish twist and a whole lot of fun! Embracing the beloved Spanish tradition of sharing -“compartir”, this lively food van serves up traditional dishes like hamburgers, tacos, and hot dogs, all infused with local produce. Fear not the fast-food stigma, for Melia Villaitana food van takes a green approach, using sustainable materials and reducing waste. With a jubilant ambiance, decent prices, and colossal portions, every visit is a fiesta! So hungry or not just pay a visit, taste the joy, and revel in the blissful unity of food and laughter.

Craving for a snack by the pool?

Melia Villaitana includes on its gastronomic map a series of very interesting alternative dining venues. A normal guest at the hotel will pay “a la carte” as those in THE LEVEL will pay only a cover charge of 17 Euros and order everything from the menus. Now, if you book one of the top suites in THE LEVEL you can switch the dinner in Botanic with any other alternative dining options paying only the drinks and having access to the entire menu.

Of course, I try all of them and, in some cases I’ve been twice.

PAPAMAMBO

Behind a majestic façade reminiscent of the spectacular Condal Palace of Cocentaina, this cosmopolitan all-day-dining experience is bathed in natural light. Serving both lunch and dinner in the evening, during the shows in Plaza Real is changing in a surprising cocktail bar.

It is a very good choice but comparing with the other two options Papamambo was my last favourite from both service and menu point of view.

I started my evening with a SPANISH POTATO SALAD (13 Euros menu price) – tender potatoes and carrots, boiled to perfection, mingle with the velvety goodness of boiled eggs. Then comes the star of the show, the tantalizing tuna tataki, seared to succulent splendour. And to unite this heavenly ensemble, a luscious coat of mayonnaise embraces every delightful ingredient. Prepare to be bewitched by this delightful medley of tastes, bringing as a starter the sun-kissed shores of Spain with every blissful bite! Olé!

Next from the starter list was PAPAMAMBO MUSSELS (14 Euros menu price) – cooked with Fennel, Garlic, and White Wine it was a real culinary masterpiece. As the ocean’s jewels, plump and brimming with essence, meet the subtle embrace of aromatic fennel and pungent garlic, a symphony of scents fills the air. Then, the alchemy of white wine simmers and infuses the molluscs, unleashing a rich, harmonious taste. This divine harmony of flavours transports diners to coastal serenity, where the sea’s bounty delights the senses. Pure indulgence!

The first choice for the main was HAMBURGUESA CON TRUFA Y FOIE (19 Euros menu price) – a symphony of indulgence, this opulent creation tantalizes taste buds like a fine gastronomic piece of art. Nestled between artisanal buns, juicy, prime beef exudes tenderness, harmonizing with the earthy allure of truffle and the buttery decadence of foie gras. Enrobed in a velvety blanket of aged cheddar, its piquancy elevates the ensemble to celestial heights. Fresh tomato slices and crisp lettuce add vibrancy, a verdant dance of colours and textures, contrasting the richness within. One divine bite is a passage to the divine, as flavours intermingle in an exquisite gastronomic ballet, leaving discerning palates spellbound.

And I couldn’t resist to try the SEA BASS LOIN (20 Euros menu price) – freshly grilled to perfection, succulent and tender, the pristine white flesh dances upon the palate, heightened by the vibrant medley of ratatouille, a harmonious marriage of garden-fresh vegetables. And to crown this culinary masterpiece, a verdant drizzle of pesto dressing, elevating the dish to new gustatory heights

Believe of not I have some space for desert, and I decided to try for the first time in my life TORRIJAS (7 Euros menu price) – a family favorite, a cross between French toast and bread pudding, it’s a simple Spanish dessert that has gotten a fair share of compliments over the years. And I fall in love with this desert: as the luscious morsels sizzle to a golden hue, they beckon with their tantalizing aroma. A divine liaison of textures and tastes unfolds as they luxuriate in the embrace of Xalot confiture, an exquisite creation of ancient flavours. To complete this symphony of indulgence, a crown of artisanal ice cream bestows a celestial touch, rendering every bite a unique experience.

The weakest link of the menu was Papamambo cheese cake version (7 Euros menu price) – the reinterpretation of the beloved cheesecake falls short of its potential. Alas, a minor misstep leaves it somewhat dry, and its flavour, though pleasant, lacks the vivacity sought. While the vanilla essence brings a delicate touch, the medlar jam struggles to invigorate the otherwise unremarkable experience.

The wine choice for Papamambo’s night was HABLA DE TI (21 Euros/bottle) – a white wine from Extremadura, this Sauvignon Blanc is a delightful white wine with a rich bouquet of asparagus, mango, and tomato leaf aromas. Its taste is incredibly fresh, leaving a lingering aftertaste of tropical fruits that excites the palate. This wine promises a memorable experience, with its well-balanced flavours and refreshing character. It is a perfect choice for those seeking a crisp and vibrant white wine with a long-lasting tropical finish.

Dinner at Papamambo, Melia Villaitana

CASA NOSTRA

Located in the spectacular Patio de los Naranjos at the Meliá Villaitana, CASA NOSTRA it was a real surprise, combining new Italian cuisine with the ancient recipes and flavours of the south, far away from any classical Italian restaurants visited until then. Inside a building that resembles an ancient Dominican convent, Casa Nostra revives ancient Sicilian recipes and gives them an exquisite modern touch. The service was absolutely impeccable, reminding me of a very expensive restaurant anywhere in the world and the ambiance was unique. No surprise that I chose this venue twice for dinner.

The first starter was an amazing CARPACCIO DI MANZO (16 Euros menu price) – exquisite slices of tender veal, artistically adorned with peppery arugula, decadent black truffle shavings, and succulent tomato jewels, come together to elevate your senses. An opulent layer of aged Parmigiano adds a delicate richness, while a zesty lemon vinaigrette imparts a harmonious symphony of flavours

Another starter, ordered in both nights at CASA NOSTRA was a gorgeous BURRATA (15 Euros menu price) – Burrata, the queen of creamy indulgence, dances harmoniously with luscious tomato confiture, a tantalizing blend of sweetness and tang. Subtle notes of golden honey delicately caress the senses, while the elusive aroma of truffles adds an enchanting earthiness. Nestled on a bed of rustic sourdough bread, this dish transports you to a realm of pure gastronomic bliss, where each bite unveils a new dimension of delectable sensations.

The second night as a starter I decided for CARPACCIO DI TONNO (14Euros menu price) – delicate slices of fresh tuna, glistening like jewels, tantalize the taste buds. Briny capers lend a delightful burst of tangy excitement, while crispy croutons provide a satisfying crunch. A drizzle of luscious olive oil ties it all together, adding richness and enhancing every nuance.

One of my favourite main course at CASA NOSTRA was BRANZINO ALLA LIVORNESE (21 Euros menu price) – captivating Sea Bass extravaganza. The dish showcases a delectable harmony of flavors and textures, with tender squid stew, succulent king prawns, and briny clams and mussels adorning the perfectly seared sea bass. A velvety tomato sauce embraces the ensemble, infusing each bite with a delightful richness, while the tangy capers add a delightful zing. Fresh basil leaves add a final touch of herbaceous elegance. Every element of this masterpiece plays its part, creating a symphony of taste that delights the palate and transports diners to the shores of gastronomic bliss.

Another favourite option was STROZZAPRETI PESTO GENOVESE (16 Euros menu price) – a dish that weaves a tale of Italian culinary excellence. The handcrafted strozzapreti pasta, lovingly twirled around velvety pesto, transports you to the lush gardens of Genoa. The fragrance of toasted pine nuts and garlic adds an aromatic allure, while the verdant basil leaves sing of freshness. A symphony of Pecorino and Parmesan cheeses creates a melodic balance, and a crown of creamy burrata crowns this gastronomic masterpiece

Of course the second night I had to try at leas one of the 13^th different pizzas and I decided for – PIZZA CASA NOSTRA (17 Euros menu price) – the signature recipe, A harmonious fusion of flavors unfolds as the creamy Mozzarella intertwines with the vibrant tomato sauce, creating a symphony of indulgence. The bold Serrano raw ham lends a tantalizing touch of saltiness, while the peppery arugula adds a delightful burst of freshness. The briny anchovies and drizzle of luscious olive oil provide the perfect finishing notes. At each bite the essence of Italian tradition and culinary finesse come together in perfect harmony

Believe or not I had desert too…actually not one but 3 in 2 different nights. I started with CARPACCIO DE PIÑA (7.50 Euros menu price) – with marinated pineapple bathing in a fiery yet balanced spicy syrup, elegantly complemented by the cool indulgence of mandarin sorbet. After that it was PANNACOTA FRUTOS ROJOS (7.50 Euros menu price) – a velvety Italian delicacy, adorned with a drizzle of vibrant red berries coulis. The creamy smoothness of the Panna Cotta beautifully contrasts with the tangy sweetness of the coulis, creating a symphony of flavours. And of course I ended one evening with the traditional TIRAMISÚ ALLA VANIGLIA (7.50 Euros menu price) – Layers of delicate ladyfingers, skilfully soaked in espresso and brandy, interlace with a velvety mascarpone cream infused with Madagascar vanilla beans, creating an exquisite balance of flavours. Each decadent bite unveils a symphony of coffee, vanilla, and creamy richness, leaving the senses enticed and enchanted. At CASA NOSTRA this iconic dessert is a sublime celebration of gastronomic elegance that transcends time.

To drink, our excellent waiter suggested a bottle of VIONTA GODELLO (19Euros/bottle) – a clean, with medium intensity, brilliant wine, lemon-yellow in the glass with flashes of green. Fruity bouquet of green apple, plums, pear and a prominence of citrus.

Dinner at Casa Nostra, Melia Villaitana

LIMA

With no doubts, Lima was my favourite alternative dining at Melia Villaitana, the perfect combination of Nikkei cuisine with Latin American influences and Spanish and Italian favourites offering in a modern but classy ambiance dishes full of flavour accompanied by signature cocktails in line with the restaurant concept. 2 nights, 2 different menus for my palate, in a sharing concept.

Chaufa Rice is a Peruvian version of Chinese fried rice – the dish is part of Chifa cuisine, created by Chinese immigrants who adapted their recipes with Peruvian ingredients. This dish is a great way to use leftover cooked rice, sauteed in a Wok pan with soy sauce, sesame oil, garlic, onion, egg, chives, peppers, and diced beef (beef, pork, or chicken) or shrimp.

At LIMA restaurant I tried 2 different versions of Chaufa:

CHICKEN CHAUFA (12 Euros menu price) – a flavourful dish features fragrant fried rice combined with succulent chicken, an array of fresh vegetables, and a hint of aromatic sesame. Drizzled with savory hoisin and soy sauce, this culinary masterpiece reaches new heights when crowned with a perfectly cooked egg

SHRIMP CHAUFA (14 Euros menu price) – the beautifully presented culinary masterpiece commences with fragrant rice, skilfully stir-fried to perfection, then graced with succulent shrimp that beckons with its oceanic charm. A vibrant medley of fresh vegetables adds a burst of colour and nutrition to the ensemble. As the dish takes its final form, a luscious egg embraces the creation, lending a velvety richness to every bite. Embellished with toasted sesame, and luxuriously drizzled with the divine fusion of hoisin and soy sauce, this gastronomic delight unites the essence of Peruvian cuisine with every savory mouthful

Other fabulous starters shared during my 2 nights at LIMA were

“BUFFALO” SHRIMP TEMPURA (12 Euros menu price) – Succulent shrimp, delicately coated in a feather-light tempura batter, meets the bold and tangy allure of authentic buffalo sauce. The experience reaches its crescendo as the dish harmonizes with a velvety drizzle of blue cheese

PIMIENTOS DE PADRÓN (7 Euros menu price) – exquisite flavors of these tender Padrón peppers are elevated with a delightful symphony of pistachios and the umami essence of miso.

CEVICHE LIMEÑO (12 Euros menu price) – Tender fish, bathed in the zesty embrace of “Tiger’s Milk” citrus sauce, dances on the palate. A delightful medley of sweet potato and red onion bestows an elegant touch, while crisp pop corn adds a whimsical surprise,

EMPANADA (10 Euros menu price) – a refined culinary ensemble, showcasing a meticulously crafted patty infused with succulent beef. Complemented by the exquisite nuances of criollo sauce, this gastronomic delight delivers a harmonious amalgamation of textures and flavours.

Ready to order the main(s)?

COD FISH WITH MISO (18Euros menu price) – my favourite who give you the chance to immerse your senses in the tender, succulent cod, its pearly-white flesh infused with the enchanting allure of umami-rich miso, a velvety embrace that lingers on your palate. As you indulge, witness the spring onions’ charred elegance, adding a crispy and smoky charm that harmonizes beautifully with the cod’s delectable essence.

BEEF SKIRT (18Euros menu price) – tender and succulent, the beef skirt flawlessly pairs with the crisp verdant embrace of Bok choy. A graceful drizzle of “chimichurri” sauce, infusing the dish with vibrant herbaceous notes,

CHICKEN ANTICUCHO (16Euros menu price) – succulent chicken, artfully marinated, graces the skewer alongside golden corn and roasted potato, a medley of textures that delights. The celestial notes of criolla sauce accentuate the ensemble, while fresh coriander and zesty lime dance on the tongue.

Of course I ordered deserts too…

CHOCO MISO (7 Euros menu price) – picture a velvety cloud of luscious Chocolate Pudding, drizzled gently atop the warm, buttery embrace of freshly baked Brioche, its delicate crumb a testament to culinary finesse. Nestled on this canvas of perfection, a generous scoop of Banana Ice Cream awaits, its creamy sweetness a tantalizing contrast to the gentle bitterness of crushed peanuts sprinkled artfully.

COCO LOCO (7 Euros menu price) – its creamy coconut essence embraces toasted Coconut Chips. Roasted Pineapple adds a captivating twist, its sweet and caramelized allure a perfect pairing. A golden drizzle of Honey crowns this masterpiece

CHOCOLATE SURPRISE (17 Euros menu price) – Indulge in the custom-crafted desert, for two! This shield of sumptuous dark chocolate boasts a captivating, sweet strength, concealing a symphony of flavours within its multiple layers. Break it open with a hammer to reveal a burst of rich, heavenly taste, an exquisite treat for discerning palates. Enjoy!

To drink we started of 2 of the cocktails (9.50 Euros each) served at LIMA and another bottle of Paco&Lola ( 28 Euros/bottle) – our old friend from a previous night.

LIMA restaurant, Melia Villaitana

Melia Villaitana is a culinary haven, offering a melange of choices from multiple cuisines. The menu caters to all, with healthy options to satisfy diverse tastes. Embracing tradition, classic, urban, and cosmopolitan influences, their outstanding service elevates the dining experience. The unforgettable food at Melia Villaitana beckons guests to return time and again.

Posted in TRAVELER'S NOTES
Tags: all inclusive Melia Villaitana, half board Melia Villaitana, Melia, Melia Benidorm, Melia Costa Blanca, Melia Hotels, Melia Resorts, Melia Villaitana, reastaurants Melia Villaitana, restaurants Benidorm, restaurants Costa Blanca, restaurants Melia resorts, THE LEVEL Melia Villaitana

Unveiling Melia Villaitana: Personalized Exclusivity and Beyond

•August 5, 2023 • Leave a Comment

After couple of very successful short or long stays in Alicante, couple weeks ago I started to consider a possible 6 days escape to … Benidorm.

Yes, indeed, you understand right BENIDORM.

Benidorm doesn’t have the greatest reputation amongst holidaymakers, but Melia Villaitana is a prime example of why you should withhold judgement and make the most of all the true beauty and relaxation this Spanish coastal city has to offer.

About a 10 minute drive from the centre of Benidorm on Costa Blanca you’ll find the Melia Villaitana resort. Nestled in the Spanish hills and oozing Mediterranean charm, it’s the perfect place to escape and unwind.

And here are 6 reasons why I fall in love with Melia Villaitana during my 6 days stay and why I can’t wait to go back as soon as possible.

A stunning & surprising concept

At first sight, it seems an ancient Mediterranean town. The intention of its architects, Andrés and Juan Carlos Piñeiro, was to reproduce historic buildings of the region. 6 days at Melia Villaitana will give you enough time to discover the Almudín – an old grain store dating back to the 14th century which is currently located just behind the Basilica of Our Lady of the Forsaken in Valencia, the Cloister of the Orange Trees in the ancient monastery of Saint Dominic (Orihuela) with an spectacular architecture located somewhere between the Renaissance and the Baroque, the dome of the famous church of Our Lady of Consolation in Altea, the Gothic palace of the Earls of Cocentaina, the municipal palace of Villena with its magnificent columns and arcades and Alzira’s town hall, a beautiful manor house evoking the Italian Renaissance. And all this in one single destination.

Therefore, they went across the region for months looking for references. They drew on its lavish historic sites and artistic heritage, on the urban planning and most emblematic buildings, on the most typical main squares and those hidden places steeped in tradition, always trying to accurately reproduce the architecture and ancestral beauty of the Mediterranean villages. The challenge was making all these mismatched and extemporaneous buildings fit together in a harmonic balance so as not to drift from picturesque to grotesque.

And the result is one of the most spectacular resorts I ever visit.

Imagine a typical little town on the Levantine coast, tucked away at the foot of the mountain. The skyscrapers of Benidorm cutting out the Mediterranean Sea on the horizon. Visualize an environment where you can forget about the world. Under the powerful contrast of the blue sky and the green of its immense golf courses. Now open your eyes and enjoy this unique destination on Costa Blanca

A tour of the incredible Melia Villaitana resort, Costa Blanca

2. THE LEVEL – an unparalleled experience

The resort it has been divided into two hotels: The Level and Meliá Villaitana.

THE LEVEL at Melia Villaitana it’s your chance to treat yourself to a world of exclusivity with the Meliá premium service. A sophisticated and elegant ambience combined with the charm of a Mediterranean village give the opportunity to savour the most exclusive luxury.

Everything here is design having in mind luxury, comfort, style and, what makes this place unique, an exquisite, personalised experience.

The reception is an accurate replica of the municipal palace of Villena while the façade reproduces that of Alzira’s town hall. The main lobby, the corridors, the public spaces are full of details such as lanterns, balusters, stone pavement, palm trees and auburn tiles, emanating the purest Mediterranean essence and that unaccountable fascination for outdoor life.

Booking a room in THE LEVEL at Melia Villaitana give you access to private spaces reserved only for the most discerning and experienced guests.

Step into the lap of luxury at The Level Lounge, your exclusive hideaway within the exquisite resort. Indulge in a lavish selection of drinks and delectable snacks, available nearly round-the-clock, catering to your every craving. The attentive private reception team stands ready to cater to your every whim, ensuring every detail of your stay is flawlessly orchestrated. Relax, unwind, and savour the personalized service that elevates your experience to new heights embracing a world of opulence and convenience, all within the confines of The Level Lounge.

THE LEVEL at Melia Villaitana

THE LEVEL has 2 exceptional pools offering the chance to dive into a world of pure aquatic bliss. The first, a sprawling lake-shaped oasis, invites you to bask in its crystal-clear waters, surrounded by lush greenery that transports you to a tropical paradise. As for the second pool, heated to perfection, it promises year-round comfort. But that’s not all – Melia Villaitana banished the sunbeds hoarding, ensuring every guest enjoys their sun-soaked sanctuary without compromise. It is a great Welcome to a haven where relaxation and harmony reign, setting this place apart from neighbouring Benidorm resorts.

Sunset Terrace is a quiet spot giving every day the perfect view of the most extraordinary sunsets. Nestled amidst nature’s embrace, this haven boasts Bali beds and sun loungers, beckoning you to unwind in tranquil luxury. Immerse yourself in the soothing ambiance, as you witness sunsets painting the sky in hues of gold and crimson. Here, time slows down, and worries dissipate, leaving you with only blissful serenity.

The grounds at THE LEVEL Melia Villaitana are full of a stylish personality, changing the vibe from day to night in a spectacular manner which is surpassed only by the high standards of the service provided here.

3. THE LEVEL rooms

Maybe the most difficult moment when booking a stay at THE LEVEL Melia Villaitana is to decide which room to choose.

From Premium The Level with amazing pool views to the Junior Suite The Level with a spectacular design of a bedroom and a separate lounge, from the exclusivity and sophistication in their purest form of the Royal suite to the stunning terrace with a Bali bed and a whirlpool bathtub of the Presidential Suite The Level, each room is created to satisfy the needs of modern travellers.

My choice this time was THE LEVEL PENTHOUSE suite, expansive 100m² accommodation, a real pinnacle of luxury. With a spacious bedroom, separate living room, and a private terrace offering breath-taking vistas, you’ll relish every moment. And of course you can indulge in pure opulence as you immerse yourself in “The Ritual of Jing” bathroom amenities by Rituals® – a haven of relaxation and rejuvenation. And there’s more! Delight in the grandeur of an impressive hot tub with a glass dome, affording unparalleled views from its separate terrace. Bask in the sun’s warmth on your sun terrace, and enjoy the convenience of a free minibar, replenished daily, complimentary bookings for the alternative dining venues if you are on a half-board package plus an attentive non-intrusive daily turndown service. A royal experience awaits in this penthouse!

The PENTHOUSE suite 714 THE LEVEL, Melia Villaitana

During your stay at THE LEVEL you will experience true perfection in hospitality with exceptional housekeeping standards. Every corner of Melia Villaitana is meticulously maintained to ensure utmost cleanliness and hygiene. The personalized service caters to guest’s every need, making you feel like royalty. This is the place to embrace the charm of minimalistic elegance, where sophistication meets simplicity and to discover a harmonious blend of functionality and comfort. A stay at THE LEVEL Melia Villaitana Your is more than accommodation; it’s an unforgettable journey of indulgence and delight.

4. The golfer’s Paradise

I am not a big fan of golf…to be honest… I never touch a golf club in my entire life but a tour of the golf courses convinced me that Melia Villaitana is the place where golfers’ dreams come true amidst the sun-drenched beauty of Spain. This all-encompassing golf resort is a haven for those seeking a relaxing escape. While the resort boasts an array of first-class facilities, the real gem lies in its meticulously crafted golf courses, both masterpieces by the legendary Jack Nicklaus. The Bermuda Princess grass used on both courses ensures an unparalleled playing experience for golfers of all levels. First, we have the Poniente Golf Course, a par 62 wonder stretching 3,858 meters through a stunning valley of Mediterranean pines, offering breath-taking views of the sea and mountains. On the other hand, the Levante Golf Course, a par 72 American-style gem, stretches over 6,576 meters. Its wide fairways and exquisitely molded greens provide an extraordinary journey with awe-inspiring vistas of the Mediterranean Sea and Sierra de Finestrat.

During your stay you can take your skills to new heights with the vast practice field, short game practice areas, and Putting-Green. At Melia Villaitana, the possibilities are endless, making it a golfer’s utopia that promises an unforgettable golfing experience.

The golfer’s Paradise

5. YHI Spa – a world of unparalleled bliss

At the YHI Spa in Meliá Villaitana, an unrepeatable restorative experience awaits you. I decided one day to try some treatments and as you enter this temple of calm, you’ll feel all your senses come alive, embracing you in a state of complete relaxation, balance, and harmony. The spa’s tranquil setting offers an oasis of peace like no other, allowing you to escape the stresses of everyday life and immerse yourself in total serenity. With a plethora of treatments designed to bring out the best version of yourself, the YHI Spa promises to leave you feeling refreshed and rejuvenated. The 1,200 m2 of pure paradise at your feet invites you to purify both your body and mind, as the warm and enveloping aroma of the health sanctuary soothes your soul.

The YHI Spa caters to all, making it accessible for guests aged 12 and above, and even offers special children’s hours for the little ones aged between 5 and 11, accompanied by adults. Whether you’re seeking physical revitalization or inner peace, this privileged environment is your ultimate wellness haven. So don’t forget when you will stay at Melia Villaitana to allow yourself to be transported to a world of tranquillity and healing at the YHI Spa, and to let your senses dance in delight.

Spa at Melia Villaitana

6. An outstanding team redefining hospitality

Since I come back home I’ve been trying to understand the secret of those perfect 6 days at Melia Villaitana. And the success is of course the result of a 24 hour daily effort of a team where everybody from housekeeping to waitress, from bartenders to activity staff, from managers to golf marshals embodies the essence of dedication, attention to detail, and passion for their craft. At Melia Villaitana the staff exudes a friendly attitude and professionalism, always going above and beyond to create outstanding experiences for guests. It is very easy to realise at every step that they take pride in acknowledging exceptional service and fostering an environment where every individual loves what they do and does what they love. Melia Villaitana has leaders, not managers, guiding the team to unparalleled heights of success. From the moment you step through the doors, you’ll be enchanted by the attentiveness and high standards that define hotel’s extraordinary team.

Melia Villaitana team

Writing this 6 reasons I realised that Melia Villaitana deserves more than 6 reason to return as soon as possible : the high quality evening entertainment with acts from pop and rock concerts to authentic flamenco shows and circus, the fun packed daily program with activities for all ages hosted with passion and energy from yoga to aqua gym and craft market, the amazing communication with the guests prior to arrival which makes your holiday starts a little bit earlier than the flight to Alicante, the permanent updated Melia app full of useful information, schedules and tips to guarantee a great day again and again and again

Evenings packed with fun at Melia Villaitana

Of course, I didn’t forget about the gastronomic adventure experienced at Melia Villaitana, but the dimension of the culinary celebration deserves a separate post here.

So, now the question is when I will go back to Melia Villaitana?

As soon as possible and I already started to search for availability and flights to Alicante.

Why?

Because I miss that world where exclusivity meets the enchanting flavours of the Mediterranean.

Because I always seek for a stay that transcends the ordinary and offers an unparalleled experience which leaves me yearning for more.

Because I miss a world of sophistication and elegance, of a select environment with exclusive services, ensuring that every moment of your stay is nothing short of extraordinary.

Because I crave for the feeling of being pampered and cared for with impeccable personalized service from the moment you arrive until your departure, making my stay an unforgettable one.

Because I want again to let my senses savour the most exclusive luxury, as I bask in the serenity and splendour that only Melia Villaitana can offer.

And of course I will be back being sure that I will captivated once again by a world of unparalleled exclusivity with a Mediterranean flavour at Melia Villaitana

A night vibe at Melia Villaitana

Posted in TRAVELER'S NOTES
Tags: Benidorm, Costa Blanca, hotels, hotels in Benidorm, hotels in Costa Blanca, luxury resorts, Melia, Melia Resorts, Melia rewards, Melia THE LEVEL, Melia Villaitana, Melia Villaitana THE LEVEL, resorts in benidorm, resorts on Costa Blanca

A LEVEL MELIA-ish EXPERIENCE IN ALBANIA

•July 24, 2023 • Leave a Comment

Finally I am back home and maybe it is time for some conclusion.

Not to many, because I am sure that all the episodes in this series gave you the right feeling about my week at Melia Durres in Albania.

Do you remember in the first episode how excited I was about my week in Melia Durres and my first visit to Albania. Watching that reaction, I still have a bitter taste.

Travelling to Tirana, Albania

First of all because Albania is far from what you can see in the travel adverts. The country has still a long way to be in line with the expectations of a modern tourism.

A country where is almost impossible to use your credit cards, a destination where is a massive difference between prices for locals and prices for tourism, even if you want to catch a taxi, a place where the basic rule of hospitality: being friendly and smile is difficult to follow, it is not, in my opinion, ready for international tourism at international standards.

Albania, in so many aspects remind me of Cuba, which taking in the account the recent communist history is not hard to understand. But for sure I will plan my next holiday in Albania maybe after I will wait another 2-3 years hoping that something will change.

The second massive disappointment was Melia Durres. I was hoping to find the same standards, high-class accommodation and services, a very strong LEVEL product like every other Melia hotel or resort I visited. And maybe more taking, in the account that Melia Durres is the newest Melia hotel, opened only in May and as every “new born” hospitality establishment their main target will be to ensure as quick as possible a return business.

But I was so wrong. The design, architecture and lay-out of Melia Durres is amazing, maybe one of the best resorts I ever visited. But the wow factor ends there.

The news that Melia will open a brand-new hotel in Durres, Albania attracted my attention at the beginning of 2023. I experienced THE LEVEL concept at both Melia resorts and hotels around the world and knowing the very high standards, the strong exclusive product, the unique combination of exclusive services and facilities designed for the most discerning travellers built a real excitement for my first holiday in Albania.

Add to all of this the obvious assumption that a brand-new hotel, only couple of weeks after the grand opening will go extra miles from all point of view to impress the first guests and create a solid return business. At least this is the general approach across the hospitality industry around the world.

Packed with all these expectations and excitement is easy to understand how big the disappointment was, when I discover the reality at Melia Durres so far not only from the Melia resorts standards but even from the promoted image of the hotel on-line and in social media.

But I was so wrong. The design, architecture and lay-out of Melia Durres is amazing, maybe one of the best resorts I ever visited. But the wow factor ends there.

The rest is a 150% failure from top to bottom: random and inconsistent service in bars and restaurant, poor quality of the food for any meals of the day, low standards of maintenance and housekeeping, dangerous and scary disregarding of international standards of food health and safety, and an incredible “can’t be bother” attitude style of the management team.

I still can’t believe that after having some goods stolen from my room, The Guests Experience Manager, refused to call the police and started his “own” investigation. And despite the fact that he has all evidence needed, included information from an application showing the precise location of what was stolen the results of his investigation was only a BS (beautiful speech) and not results. Indeed after my arrival back home I was contacted by the Guest Experience team and offered a full refund of the solen item. Thank you!

I still can’t believe that the General manager of Melia Durres, after chasing me around the hotel and finally cornered me by the pool, instead of acknowledge my feed-back, apologise or taking on board the information was just demanding to remove all videos from social media and post only “nice things”.

Melia Durres supposed to be an important step for the Spanish company who wants to ensure its presence in the most important destinations in Albania and opens the door to a new expansion, which would make the country one of Meliá’s strongholds in the Balkans and would consolidate its leadership in the Mediterranean.

To be honest, as a first impression, Meliá Durrës is a stunning hotel, with an architecture able to perfectly combine functionality and design. The architectural design has been carried out by the architect Alvaro Sans, with a perfect balance between outdoor and indoor spaces with an elegant interior design created by Room 1804 and ASAH. The spacious facilities of the Meliá Durrës are in perfect for enjoying the destination with an expected best hotel experience. With direct access to the beach right in front of the property, the hotel offers outdoor garden areas with spaces to relax under the sun, along with its swimming pool – the heart of the Meliá Dürres. In addition to the various outdoor pools, the hotel also has an indoor pool and two infinity pools located on rooftops, perfect for enjoying the spectacular sunsets overlooking the sea.

But be aware that despite the name – Melia Durres – the hotel is 37.2km from Durres, which involves a good 45 minutes’ drive. Add to this that the “helpful” front Desk who will offer you a taxi (a company which I expect has a contract with the hotel) for a “bargain” price of 40 Euros (one way). Luckily after searching the internet, I found a different company DO TAXI ( https://do-taxi-toptani.business.site ) reliable, safe and with an affordable half tariff than the one offered by the hotel. So keep in mind that if you don’t want to spend too much on taxis you are basically isolated in the middle of nowhere on the coast of Adriatic sea.

Melia Durres – an expensive toy with no user manual

At the moment of booking (I booked the holiday with British Airways Holidays – https://www.britishairways.com/en-gb/flights-and-holidays/holidays ) the only available room in THE LEVEL at Melia Durres was “The Level Sea View”. Not really a “sea view” more “pool view with a peek a boo of the sea”. But the room was designed in line with all Melia standards: 36m², DreamMaker mattress, “The Ritual of Jing” bathroom amenities by Rituals®, a beautiful bathtub and separate shower and WC, in-room coffee and tea service and a nice spacious terrace looking over the swimming pool.

Unfortunately, the wow factor of the room started and ended with the design due to a lot of short-cuts decided by the hotel’s management. Far from being at the usual LEVEL standards everything associated with the room was not worth to pay for: the linen was a random mix between LEVEL and “normal” items, the bathroom amenities placed in an elegant holder fall at the opening of the hotel I think and were left laying on the shower floor, the one-touch phone never worked (great in case of an emergency), the AC packed in the middle of the night 4 out of 7 days and with no maintenance night-shift left the room at a “comfortable” temperature of 26.7C every night, the “do not disturb sign” on the door always ignored and give you the pleasure of unexpected visitors from different departments at the wrong moment, etc. Add to this the poor standards of housekeeping with a random “daily routine” created for a round room and ignoring the corners, shower, mirror and anything else that was too complicated. But at least the room was cleaner than the public toilets in the hotel!

According to their website Melia Durres offers Great dining options based around Mediterranean cuisine. My package was the all-inclusive one and I must say that was the first time in an all-inclusive holiday when I lost weight.

The market cuisine concept MERKADO was basically the buffet were everybody, depends on their package will get their breakfast, lunch, and dinner. Melia Durres promises a surprising international cuisine with Mediterranean influences in a buffet with show cooking and areas offering the best cakes, salads, fish dishes, meat, and fresh vegetables for every meal of the day.

The reality was part of the wonderful world of indigestion for every meal of the day: cheap ingredients, bad cooking, lack of healthy options, overcooked dishes, an obsession with low quality meat (mainly pork and fish cooked in cheap cooking oil or dubious sauces, an always messy presentation of the buffet (with leftovers, empty trays, food spilled and never cleaned on service surfaces).

Merkado Buffet at Melia Durres: how to lose weight … “all-inclusive”

But what was really dangerous and scarry in MERKADO was how the management was ignoring the basic rules of health and safety related to preparing and service food in public spaces. According to any regulations to avoid cross-contamination you should consider the cleanliness of staff, surfaces and utensils, storage of food, disposal of waste, raw foods should be kept separate from ready to eat foods. If they must be stored together then make sure that raw meat/fish/eggs or poultry is stored below the ready to eat foods. At Melia Durres the management never heard about these rules and MERKADO one day will be the source of major health issue in the resorts. Until then the culinary experience in Merkado was not a pleasant one.

A serious issue

Elyxir is a beautiful design space, reminding me of an elegant continental café, quit and, what a relief, excellent AC. Coffee, freshly squeezed fruit juices (from a box) and healthy snacks (aka dry cakes) are served from early in the day until late in the evening. I stopped there just to take some photos and film couple of minutes as the place not being part of the all-inclusive as always almost dead.

Casa Nostra is the Italian restaurant at Melia Durres, offering traditional Italian cuisine prepared with better quality ingredients than in the buffet. Indeed, my dinner there was very pleasant with balanced dishes and a great service in an authentic-ish atmosphere. A little bit weird how when ordering a wine from the Wine List which was missing, it was replaced with another one (Albanian and actually very good) with no price and no mention in the menu. It was charged as a “Sommelier’s choice” – Melia Durres auditor must be a magician to sort out the financial and stock mess.

Cape Nao intend to bring Mediterranean cuisine at Melia Durres with an exquisite menu including superior quality cuts of meat, fresh fish, shellfish and salads. The restaurant is quite weird being located in a corridor from which you access the swimming pool from the hotel and therefor for an elegant lunch and dinner you have included a impromptu swimwear fashion show or couple of children races. The menu is not very big, which is normally a good sign, but unfortunately the waste is huge as the waiters never remember the orders and bring random dishes or wrong dishes at your table. The service is chaotic too with too many episodes of “lost in translation” or “lost in space” moments. Whatever I order that night had a very “MERKADO style” overcooked, with a taste of cheap over-used oil and a “on the spot” interpretation of what was describe in the menu. And, once, again, the wine story from Casa Nostra was repeated, this time being charged for the wine I ordered not the one served.

Another Melia Durres bedtime story: alternative dining options

But to be honest the chance to experience those two alternative dining options are quite small as you need to book a table and the entire process is a pain in the … back: first you need to wait in line in front of a desk in the lobby where a girl with a lot of folders and a “computer says NO” attitude will tell you that everything is fully booked. And when finally, you find a table, on a Thursday, for lunch she will request a voucher. After 7 days at Melia Durres I never solve the mystery of this voucher: from where, from whom and why. Fortunately, I had the right connection, and I secured a table on 2 nights, despite the fact that the restaurants were never full. Maybe, as they are listed on the all-inclusive package, the management is trying, AGAIN, to cut corners and save money.

The bars at Melia Durres could be one of the highlights of my stay: The Sports Bar – a very dynamic place with drinks and comfort food; The Plaza Bar where signature cocktails and classic favourites were offered on the menu; The Pool Bar with it’s funny feature of a half-submerse bar, the perfect choice, in theory, to cool off both inside and out; Grap and Go – halfway towards the beach, aiming to offer American cuisine in a beach atmosphere with sea views, kind of a quick and easy option to savour a healthy proposal which surprise, surprise was never open. But once again the reality won over the website: the service in all bars was very slowly with waiters with no directions or leadership, taking the same orders twice and forgetting the same order three time. Everybody looked overworked and forced to be there which didn’t help to create a relaxing or fun ambiance. The weirdest think was the way how they made the drinks in all bars: doesn’t matter the place or the time of the day the SAME drink come in different glass, different size and different taste – sometimes very strong sometimes very weak, but NEVER the same! I was watching some of the bartenders making cocktails, never using a measure and wasting some much alcohol that I couldn’t stop thinking if anybody in the management team really know the alcohol consumption or the real cost of a … Mojito for example in this hotel. Talking about the costs, the inconsistency was present even after you order the drink: sometimes you are asked to sign a bill, sometimes you were asked the room number and sometimes the waiter just walk away. Maybe they were trying to cover the costs of the drinks in the bars with cheap food in the buffet…who knows the complicated hospitality thinking process of the managers at Melia Durres. Of course, as always, some exception made my evening in Melia Durres bars more acceptable when Daniel at the Rooftop Bar or Klaudio at the Sports Bar were in charge of my drinks.

A random and chaotic experience – bars at Melia Durres

The hotel offers a Premium Spa Welnnes Center with a small but well-equipped gym (no clean towels available or any tools of cleaning/disinfecting the equipment, but that’s a housekeeping story) and a Premium Spa. You can call it “premium” twice, because the prices for different treatment are with 50-75% more expensive than in a 5-star hotels in the centre of any European capitals. But if you want to pay between 150-175 Euros for a 50-minute massage session, no worries the booking will not be a problem.

The beach of Melia Durres is huge, not very far from the main pool and has a lot of sunbeds and umbrellas free of charge for the guests of the hotel. When I was at the hotel the entire beach was not ready yet but I am sure when everything will be done – probably at the end of the season the beach will be gorgeous with all the facility needed. My only worries were that Melia Durres hotel beach is located between 2 public beaches incredible dirty and polluted, with huge E. coli infection sources a little bit to close (dirty nappies, ad-hoc public toilets, piles of plastic rubbish and food waste) with no separation from the hotel beach or sea.

Melia Durres has a kind of Activity/Entertainment manager who’s trying hard to provide a certain type of entertainment during the day and evenings: yoga classes, aqua gym during the day and various entertainment acts during the evening. I have to admit that the musicians performing every evening in the garden were very good, I saw a folkloric show not at all bad and some interactive dancing evenings above mediocre. So, thumbs up for the activity team – not necessary Melia quality but better than the rest of the hotel.

All the time when I choose Melia chain for holiday or business, I always book a LEVEL room knowing how strong and consistent the product is all around the world. At Melia Durres “THE LEVEL” is only a word sculpted in wood on a wall, bringing together a strong hard product (rooms, infinity pool, lounge) with a very week, almost inexistent soft product (services, customer experience, facilities).

Checking the Melia Durres website, on the LEVEL page let me explain you step by step why at the hotel THE LEVEL concept got lost in translation:

“Private check-in and check-out” – maybe if you arrive on a Tuesday, at 10.30AM, every other week the private and personalised experience will happen. The Level reception is hidden in an office with frosted windows and a sign PRIVATE behind the reception. I check-in and check-out at the Front Desk trying to understand the very off attitude of the staff asking me if I want to check in (no I am here at 9.00PM just for fun with my 4 suitcases and a tired face after a 10 hours journey) or if I really want a printed copy of my bill (No charge me whatever you want I trust your establishment sooooooooooo much!). The Concierge function was reduced to a printed paper with some QR codes for overpriced taxi services or guided tours. Maybe at Melia Durres is not usual for a Concierge to provide options and let the guests to be the one choosing what fits his/her needs.
“Private pool” located next to the LEVEL Lounge was indeed a very nice place when was not full of family of children confusing the place with the nearby children pool. Here the lack of maintenance was pretty visible as the walls of the pool started to be a protective area for the local algae.
“Access to the private Lounge” – the beautifully designed Lounge was indeed the best part of THE LEVEL at Melia Durres…not perfect but closer to what LEVEL suppose to be. The breakfast was decent, with a kind of an attentive service (more focused on cleaning the tables than bringing orders) and a nice buffet which still needed a bit of attention to restocking and cleanliness. But was a breath of fresh air comparing to the gastronomic hell in Merkado offered as a start of your day at Melia Durres. The other Lounge experience was the “happy hours” offered in early evenings for the guests in LEVEL: a weird selections of drinks(whiskey, Fernet Branca, Rakia, cheap white, red wines and cava) with no mixers and no ice, some melted or dry left-overs from breakfast as snacks and plenty of dry snacks surviving day after day in the heat in very sad jars. Not exactly the place where I wanted to start my evenings.
“Rooftop pool and bar” – another fabulous addition to the LEVEL at Melia Durres at least from the location and architecture point of view. Located on the roof of the towers at the end of the 2 wings of the hotel, the two rooftops include enough sunbeds, a comfortable charming sitting area, a gorgeous infinity pool and a well-stocked bar. The access, available only for the guests in LEVEL was planned to be gained by using your room card in the elevator. But the system didn’t work and therefore, sometimes, during the morning a LEVEL hostess with a printout of the guests list will check if you belong or not there. But after the end of the shift anyone could access the space and the “adult only and LEVEL” only area was transformed after 2.00PM in an extension of the main pool. The bar had a random schedule, with opening time “sometimes in the morning” and closing around 4.30PM when the poor bartender moved to the other rooftop bar, in the other corner of the hotel. So, in case you don’t want to relocate from one rooftop to the other and follow your favourite barman forget about “admiring the breath-taking sunset with a delicious cocktail” (quote from Melia Durres website). And something else: the LEVEL rooftop bar can easily win the award for the “dirtiest toilet on the premises” as after lunch, every day the facility reminded me of a busy train station’s toilet during rush hours: never cleaned, no toilet papers or paper towels, no hand dryer, just a smell revealing the functionality of the place.

Bottom line THE LEVEL at Melia Durres is far from being a real LEVEL … it is not close enough to be LEVEL-ish. The lack of standards, care for customer experience, consistency give the feeling that the Melia’s “LEVEL know-how” is constantly ignored, adapted and re-interpretated. Based on my recent experience if Melia Durres will be the first Melia hotel and THE LEVEL at Melia Durres will be the first Level experience for sure I will never choose the brand or the product again. It’s pointless to pay 3 or 4 times more if in exchange you will get only the peacock’s attitude of a managerial team busy to create fake reviews with plenty of adjectives which will make even the best AI writer jalouse, than a real professional land efficient leadership.

The LEVEL at Melia Durres – a LEVEL-ish experience

Fortunately, I travelled enough to realise that one bad experience can’t cancel the other 1001 excellent ones.

To assess the quality of any type of services, especially in the hospitality industry a questionnaire at the end of the stay will ask to very important questions:

How likely are you to recommend us to friends or family on a scale from 0 to 10?
How likely are you to book again with us on a scale from 0 to 10?

Looking back at my Melia Durres experience I will need a new mark on the scale: “-5”.

I know that the hotel was just opened, that things are not perfect at any beginning, that people can learn and be trained, and process are perfectible, but at Melia Durres the problem lies with a very arrogant, self-sufficient, inefficient management incapable to grow and to deal with issues, ignoring the fact that feed-back from your clients is a gift, that repetitive business is the cheapest way to make profit.

Time to fly back home and some conclusions

From General Manager and Guest Experience Manager to bar and restaurants managers, at Melia Durres they live in a bubble where only the positive comments are accepting, where blaming the others is an office policy, where apologising is for lower grades and customer service recovery was not invented. The rest of the staff are working very hard, trying to do their best but without a clear leadership the failure is like a daily routine. The famous “walking the talk” dimension of modern leadership has at Melia Durres a completely opposite effect that the normal one.

I do hope that during the winter, when the hotel will be closed, Melia Durres will have a lot of maintenance done not only on the hard product but on the human factor too, especially at the top and mid management level.

And maybe in the future, if the hotel will still be part of the Melia group and still have the LEVEL product (happened before with Melia distancing itself from hotels which couldn’t keep the standards) I will try again, ready to admit all the positive changes and efforts and happy for a “Melia Durres revisited” page.

Posted in TRAVELER'S NOTES
Tags: Albania, all-inclusive holiday, Durres, holiday in Albania, holiday in Durres, Melia, Melia Durres, Melia Hotels, Melia Resorts, Melia rewards

THE FORGOTTEN SPLENDOUR 11 days on MSC SPLENDIDA

•December 4, 2021 • 1 Comment

In the last couple of years I was lucky enough to travel on all new MSC ships from Meraviglia and Meraviglia-Plus class cruise ships. Therefore, for my 48^th voyage with the Italian cruise line I decided to jump back in time and return to one of my favourite Fantasia class cruise liner: MSC Splendida. And, I have to admit, without all the gimmicks of the new ships, the experience was far above all my expectations.

The Fantasia class is a class of cruise ships, operated by MSC Cruises. At present, there are four active Fantasia-class cruise ships, the lead vessel, MSC Fantasia, MSC Splendida, MSC Divina and the MSC Preziosa, which are built by STX Europe in St. Nazaire.

MSC Splendida was built in July 2009 with an investment of $550 million.

The ship was launched from the shipyard on 18 July 2008. She began her sea trials on 21 May 2009 and completed them on 27 May 2009. embarked on her maiden voyage on July 4, 2009 and returned July 11, to be officially named on July 12, 2009, in Barcelona by Sophia Loren, her godmother. Originally, she was to be named MSC Serenata, but the name was changed in May 2007 to MSC Splendida “to reflect the ship’s beauty and elegance”. The name had been changed in response to the enthusiastic reaction of Raphaela Aponte, wife of cruise line owner Gianluigi Aponte, to the designs prepared by architect De Jorio

After getting “lost” so many times on the big MSC ships, being on Splendida was like being back “home”. The ship has a really inclusive feel, with a very friendly atmosphere, offering stylish luxury and being a beautiful destination in her own right. Splendida has 14 public decks (each bearing the name of a famous Italian artist) connected by 25 lifts, with a wide range of bars and public areas and it never feels overly crowded (aside from in the main buffet at certain times of the day). There are some gorgeous public spaces, such as La Piazetta, which resembles a quaint Italian square, and the central hub of the soaring atrium, with its sweeping, glittering staircases (25,000 Euros each step!), crystal-studded piano, water feature and glass-sided lifts.

On any MSC ships, embarkation for guests in Yacht Club it is always the starting point of a long line of great memories and experiences. This time, in Barcelona a little hic-cup marked the embarkation: due to some bad weather the ship was delayed and unfortunately the staff in Barcelona Cruise Terminal didn’t have or didn’t want to give any information of an ETA. Minute after minute more and more passengers arrived at the check-in area to discover that was no ship to embark and nobody keen to give any kind of information. Fortunately for myself checking www.seascanner.com and using some leftover rum from a duty-free shopping filled in the waiting time. When finally, the ship was docked and the Yacht Club team took over the embarkation process, normal operation resumed: check-in the luggage and the cruise tickets, waiting in an elegant lounge for the results of the lateral flow tests and being escorted by one of the butlers straight to Yacht Club after skipping all security or boarding lines. Even the elevators will give you priority access when using your YC cruise cards. The efficiency of the embarkation was the first sign that I will be travelling in an excellent managed Yacht Club.

Originally, I booked for this voyage a YC1 cabin – Yacht Club Deluxe Suite but, during embarkation I heard that one of the Royal Suite was vacant and therefore I requested at the Concierge a quote for a possible upgrade. 5 minutes later the 3000 Euros for two was paid and 10 minutes later, entering Royal Suite 16007 I discovered that my luggage was already in the room. That’s what I called Yacht Club efficiency!

The Royal Suite on board MSC Splendida doesn’t have the space or the add-ons (large balcony with dining area, outdoor jacuzzi or remote-controlled curtains) found on the biggest ships. But has a charming comfy unparalleled luxury. The 36 m² room with a 16m² balcony was located on the 16^th deck (Michelangelo) has a separate living area and dining room, a large bedroom and a bathroom with bathtub and shower. The walk-in wardrobe and the generous vanity area gave plenty of space for my 5 suitcases. The only weird feature was the balcony, kind of half rounded, protected by glass screens and a “ballet barre” reducing the usable space. But, taking in the account that the room is located in front of the ship where the winds can be quite strong, make all this features if not understandable at least functional. But the general feeling was of an elegant, luxurious and generous space featuring rich brass and lavish wood-effect finishes and a easy on the eye muted colour scheme.

Part of the exquisite Yacht Club package is the 24 hours service of a butler. It was always one of the highlights of any cruises on MSC. This time the experience was elevated to a completely different level. Nurus was the quintessence of a perfect butler. His professional and attentive nature, the innate level of empathy and interpersonal skills, the pristine personal presentation add an incredible value to my experience on board MSC Splendida. Nurus tact, diplomacy and discretion were part of his daily routine and he was “there” 2 minutes before I needed him, with a kind of annoying intuitively pro-activity. It is not easy to maintain 24/7 an unbiased and prejudice-free disposition, but for Nurus was part of his genuine dedication. But maybe the biggest impact on me was Nurus and his excellent jr. Butler Rois attention to details: from the TV screen left on during the turndown service on the night when was a time change, to the perfect aligned chocolate, water and “good night” note beside the bed or the funny balloons added to my delivered laundry. While always available, Nurus and Rois were never intrusive or bothersome. Whether replacing items from my complimentary mini-bar or just choosing a different pillow from the pillow menu, they were delightful, polite and intent on doing their genuine “butlering.” Despite my protests about not having to re-tie the sash on my bathrobe that Rois neatly hangs up every morning, he happily went about his tasks.

Nothing was to much trouble and everything was perfect.

On Fantasia class ships, the restaurant dedicated to guests in Yacht Club is place in the aft of the ship, exactly in the opposite part of the vessel where the suites are. I never found this a disadvantage. More than the I do like a walk before dinner feeling the vibe of the evening or the fact that after dinner all the venues with the parties and the great cocktails are closer.

L’Olivo – the dedicated Yacht Club restaurant on MSC Splendida, creates, from the deco point of view a very Mediterranean atmosphere. The elegant room has the feel of a pavilion, with green and gold chairs, arched trellises beside the windows and draped curtains. There are plenty of tables for two, or diners can choose to sit together at larger tables. This beautiful a la carte restaurant occupies a prime position overlooking the Playa Del Sol swimming pool and aft of the ship.

In the recent years MSC stepped up their gam in the cuisine department with a more than obvious improvement in quality, presentation, and variety. I am sure that you read already my recent Yacht Club gourmet experiences on board MSC Virtuosa and MSC Seashore.

Unfortunately, on board MSC Splendida the L’Olivo restaurant was the weakest link. Almost everything, even the items in the “always available” section of the menu was just plain ugly food. You know the kind I’m talking about: Undercooked. Overcooked. Burned. Mystery meat lurking in an weird plate design. An unnamed vegetable weeping at the bottom of the crisper. The leftover cup of grayish, congealed gravy. Once again, this was my 9^th cruise with MSC in 2021 and the menu didn’t change. On Virtuosa, Grandiosa and Seashore I ordered this year from the same menu and what’s arrived on the table was a fresh, vibrant and rich. I could marinate in these all day. Pun intended.

In L’Olivo the food on the table was an “expose” of the very best of “worst food” descriptions you’ll find! Adjectives like grisly, gloppy, withered, rubbery, curdled, perfectly describe a food that, to put it kindly, is beyond its prime. Funny enough, on other MSC ships the Chef takes pride in his culinary exercise and , at least twice a cruise, coms in the dining room to collect compliments or, more important, feedback. On L’Olivo in 11 days I never meet the chef once. Maybe he was to busy to add more cm at the distance between his cooking style to the expected Yacht Club dining experience.

But the most annoying thing was a massive disjunction between the food and the service. Maitre D’ Vincenzo and his team of waiters and assistant waiters provided for every breakfast, lunch and dinner an excellent service, efficient, polite, friendly trying hard to elevate, from below the sea level the gastronomic experience. Having Vincenzo as a Maître D’, Davide as a Sommelier and Giovane as a waiter made me feel guilty that 3 or 4 times I had to escape the gastronomic torture and run to a speciality restaurant or order in my cabin one of the excellent MSC pizzas.

As an alternative dining MSC Splendida has only 2 options: a steakhouse and sushi restaurant. But both of them are not to be missed.

Sea Pavillion Hot Pot by JEREME LEUNG offers creative combinations of modern Chinese dishes and classical Chinese provincial, all signature of Chef Jereme Leung’s cuisine. Highly respected by numerous international food critics, Chef Leung is an expert in all four schools of Chinese cooking – dim sum, barbecue, wok cooking and knife work and received the prestigious Five Star Diamond Award in 2000 and 2008 from The American Academy of Hospitality Science, naming him one of the “World’s Best Chefs.” He has also appeared as the Chief Judge on MasterChef China. During her deployment in Far East MSC Splendida offered here the popular “hot pot” dining style but after the forced return in the Med the menu was readjusted to European taste including a large and delicious variety of sushi. Everything was so fresh that it was melting in my mouth! From the breezing scent of the sea, crafting patterns of good omega fats, those handmade drops of exactly-mouthful sushi rice, and when was touching my mouth, it was like melting blended to my tongue, accompanying with the taste of the blue world as such you are swimming with those fish! Sounds OTT but that was exactly my feeling. And add to all of this the superb service and realise that a dinner to Sea Pavilion it’s a must when you are on board MSC Splendida. A piece of advice: the portions are huge and don’t make the same mistake like me and order 2 x tasting menu (29 Euros/person) + another 3-4 extra dishes. You will end with a doggy bag sent to your cabin.

The other speciality restaurant on board MSC Splendida, it’s the, already famous, “Butcher’s Cut”. The only oddity was the location: the speciality restaurant took the place of the former a la carte Santa Fe Tex Mex and the giant cactuses and horse-drawn cart hardly balancing from the deco point of view the steakhouse style additions. Butcher’s Cut for dinner is great for true steak lovers. Diners can start with appetizers like a classic Caesar salad, oysters Rockefeller, foie deviled eggs or caviar. Just don’t fill up, as the steaks are the hero here. Choose from cuts like a filet mignon, ribeye or 38-ounce dry-aged tomahawk (for two) and consider a surf add-on of your choice. Desserts include New York cheesecake and lava cake and the restaurant features an extensive wine and cocktail list. No surprises here, everything was fantastic: rich, perfect slightly sweet flavour with a smooth texture bone marrow, the tender, flavourful, juicy, and cooked to perfection filet mignon and the incredibly rich & decadent lava cake. And a perfect service matched perfectly this gastronomic celebration …TWICE!

Based on my previous pleasant experience with the buffet option on Virtuosa and Seashore I tried couple of times this culinary alternative on MSC Splendida. And it was another “button badge” for the “old lady”!

Bora Bora on deck 14 is the main buffet, offering casual dining and is open 24/7 for self-service coffee, tea, water and ice, and moves from breakfast through lunch and dinner with other items in between, without a break. The buffet is conveniently located next to the Aqua Park, making it easy for passengers to pop in and out whenever they’re feeling peckish. It’s a huge space — taking up around a third of Deck 14 — and the size, and choice of food, can seem overwhelming the first time you visit. It is also fairly noisy and hectic at busy times. Many people unwittingly end up sitting in the neighbouring Pago Pago buffet as the two areas blend into each other and seem like one vast area, particularly during breakfast and lunch.

Running on from Bora Bora, the smaller Pago Pago buffet occupies a position at the aft of the ship and is the place to go to try and avoid the crowds. Open at the same times as Bora Bora, it also offers complimentary 24-hour tea, coffee water and ice along with a smaller selection of hot and cold food than the neighbouring space. There is really a free-flow of movement between the two eateries as passengers wander around looking for what takes their fancy, and many diners sit in Pago Pago if they can’t find anywhere to sit in Bora Bora. Heed the advice of the waiters and head right to the back of the ship and you will invariably find empty tables.

Although they have to rush around when the buffet is packed during the main mealtimes, members of the buffet staff are very friendly and efficient and do a great job of keeping on top of drinks orders and clearing and cleaning tables. On MSC Splendida the buffet is surprisingly good. One reason for this is the vast selection of foods required to satisfy the palates of so many different European cultures. Breakfast is a perfect example, one will find flaky croissants, fresh omelettes, juicy German sausages and English bacon. I have never experienced a buffet area where they managed to keep the food so warm, which is a significant but often under-appreciated accomplishment on any cruise ship. It’s something that the Chef in L’Olivo didn’t learn … YET!

Deck five foreword features the beautiful Strand Theater, one of the most functionally perfect production showrooms I have ever seen at sea. The floor is perfectly designed without a single pole to block the view and raked over two decks so viewing from every row is perfect. The sound is acoustically balanced with special design treatments. Avoid the balcony seats on deck seven if possible, however. Glass railings block the view and the sound system, vastly diminishing the experience.

As I am not a big fan of cruise ship shows the only time when I decided to step in Strand Theater was one afternoon when was schedule a very interesting opera recital. MSC is the only cruise line including in their entertainment schedule opera and I already saw carmen and La Traviata on board. This time the choice was interesting, maybe a little bit to “sophisticated” featuring Puccini Mascagni and Lehar instead of the expected Verdi or Strauss. But the vocal and instrumental performance was magnificent.

The Splendida offers ten different bars and lounges, each of them unique, and most situated on decks five, six and seven. There is a small atrium only three decks tall with the reception desk, shore excursions and other passenger services on the ground floor. Deck six contains one of the most beautiful public rooms on any ship, La Piazzeta. This small courtyard resembles a village square in Tuscany. There are ceramic tile benches surrounding a beautiful flowing fountain. A person can sit here and relax with a cafe mocha and gelato. You will also find the cigar lounge and the main bar in the atrium called L’Aperitivo nearby. The Royal Palms casino offers blackjack, poker, plenty of slot machines and of course roulette. You will not find craps tables which are an American pastime.

On deck seven, you will find the wine bar L’Enoteca for tasting vino by the glass along with food pairings from around the world. Also on deck seven you will find live music every night in the La Prua bar (with some interesting mixology offers) and the Purple Jazz Bar, featuring live dance music and karaoke in some nights. The Aft Lounge is another showroom in the stern with seating for hundreds of people and a large stage facility. The Sports Bar has the two-lane miniature bowling alley.

On MSC Splendida the main pools are on Deck 14, where the covered L’Equatore pool leads to the Aqua Park — the main outdoor hub. The covered pool, which has three hot tubs, is the quieter of the two. It is surrounded by tables and chairs, with loungers on the mezzanine deck overlooking the pool. On sunny days the Aqua Park is the main gathering spot and is a very lively area with piped music playing throughout the day and night, along with live music events such as themed pool parties, including the famous White Party. The main pool, which is 5ft 10in deep, is surrounded by decking, smaller splash pools, spraying fountains, water jets and two whirlpools. (Two more whirlpools are situated immediately above on Deck 15). The area nearest to the pool is surrounded by plenty of loungers, and tables and chairs are situated under a covered area at both sides of the ship. There is a smoking area in the Aqua Park. Adults in search of peace and quiet can head to Playa del Sol, a lovely area overlooking the stern of the ship on Deck 15 that few passengers seem to discover. The mosaic-tiled pool area, which has a hot tub is surrounded by loungers, tables and chairs.

On deck 14, the bow is dominated by the elegant Aurea Spa and Fitness Center. Unlike spas on many of the large ships, which are managed by external spa chains, the Aurea is run by MSC and specialises in Balinese spa treatments which offer something a little bit different from the norm. Next to the spa reception is the Aurea Spa Bar, open to anyone, which can be used as a relaxation area before and after treatments. The Jean Louis David salon, part of a well-known hairdressing chain in mainland Europe, is located at the entrance to the spa complex. It offers cutting and styling services for men and women, again using a variety of different products rather than one particular brand. The gym, carefully hidden behind the spa area, has a limited number of treadmills and Nordic machines as well as state-of-the-art progressive resistance apparatus. The panoramic views are impaired by sloping shaded screens on the outside deck, nevertheless it’s still a great spot to work out. Despite that for guests in Yacht Club will take you directly to the gym and spa area, I didn’t manage to find the right motivation to work out … in the last 10 years!

This journey was my 48^th on board MSC cruise ships, and all 48 in Yacht Club. The Yacht Club isn’t a loyalty program and it’s not just a set of suites. The Yacht Club is what MSC Cruises calls “a ship within a ship.” It’s a luxury experience that takes your cruise to the next level — and if luxury experiences are something you value as a traveller, you’ll definitely want to pay the extra cash needed to be a member of this exclusive “club.”

On newer ships the considerably large spaces in Yacht Club and the quite big number of passengers brought the risk of loosing the “exclusive” feeling of such a product. You need an excellent service with high standards – like on my voyages on Virtuosa and Seashore to avoid the feeling of “main cruising” as I experienced recently on Grandiosa.

On MSC Splendida is no space for such risk. First of all because Yacht Club due to size and configuration retained the feeling of privacy and exclusivity. Located primarily in the bow on Decks 15, 16, and 18, the Yacht Club offers suites with butler service plus a private concierge lounge; the elegant Top Sail Lounge, with wide windows facing the horizon; a private outdoor area with a pool, two whirlpools, a sundeck, and a bar. All in all, the Yacht Club is one of the most luxurious experiences at sea.

On Splendida the YC Team know how to create the feeling that you are unique and the most important on board. Imagine having your own private lounge where you are greeted by name upon entering. Or a lovely tea-time to relax and unwind after returning from a busy day spent on shore? Wouldn’t it be nice to stretch out on a deck chair that you didn’t have to “stake out” at 7am? Your private sunning and pool/whirlpool area is accessible only to Yacht Club members. Yes, this is all possible.

Top Sail Lounge – the dedicated lounge for Yacht Club passengers has one of the ship’s premier locations — at the absolute front of the ship, with panoramic views from the slanted windows. The multipurpose space is the perfect place for a quick continental breakfast in the morning or a pre-dinner drink and a cocktail in the afternoon. And at night, the live music was a perfect companion next to a great cocktail made by Rennan. The Jr. Butlers and bartenders in the lounge were absolutely amazing and, only after one day they will remember exactly your favourite drink or snack. Beatriz, Teddy, Paula, or Andressa will always remember that every morning I start my work at 6.30AM, in the lounge with my laptop and a double expresso with ice, a Coke Zero and a Bloody Mary. The only day when I decided to stay longer in bed, the panicked and ask the Concierge if I was OK.

A special Concierge service is on duty 24 hours a day in the Yacht Club, to interface with your butler and to make sure all of your needs are met in a timely manner. Joel, Patricia, Dimitri, Caroline, Vinicius and Marija are your best friend during your cruise taking away the stress of bookings on-board for spa, restaurants or excursions. And everything was smooth and stress free under the excellent leadership of the Head Butler Jean Baptiste Dominitchi. And they are excellent confidents when you need somebody to talk to at 3AM.

On the 18^th deck a private outdoor area with a pool, two whirlpools, a sundeck, and a bar are accessible only for guests in Yacht Club. I am absolutely in love with this space and to be honest I didn’t miss the huge number of sunbeds or larger pool on the bigger ships. The design of the One Pool area re-create outdoor the indoor privacy and exclusivity. Indeed, the bar and the buffet are not at the level of those on Virtuosa or Seashore due to the limited space and smaller galley, but the service was impeccable. Renan, Stavros, Reynaldo and the delightful Melissa brought outdoor the stylish service of any exclusive pool Bars on shore. And as an unforgettable memory, the alfresco pasta station with delicious everyday changeable receipt was a strong competitor L’Olivo restaurant during lunch.

Of course, after experiencing the new breath-taking, ultra tech, modern new MSC ships, I realised that for the crew on board MSC Splendida the work to “wow” guests in yacht Club was 1001 time harder. The attention to details, the passion for pampering the guests 24/7, the ability of making everybody to feel special, unique, the talent of cruise experience like no other all of this can be achieved, of course working hard but, more important having a leader who “practice what one preaches”. On any MSC Yacht Club, the YC Director has a capital role in how the game of privacy, luxury and pampering is played. And I am going back to my “far above expectations” trips on Virtuosa and Seashore and the “meh” Grandiosa one.

On MSC Splendida, Iancu Ravdan mixed a solid profession experience and a genuine passion for excellence with charisma and a very approachable “to do attitude”. From early hosur of the morning until late after midnight, from the Top Sail Lounge to the L’Olivo restaurant Iancu was “walking the talk”. Supervising, coordinating, planning but at the same time, if needed, moving sunbeds or helping the waiters, the Yacht Club Director was indubitably the architect, the mind behind the success of MSC Splendida Yacht Club.

After 48 cruises with MSC I am undoubtedly sure that the biggest asset of the cruise line is THE CREW. On MSC Splendida from the pool boys and bartenders to the officers and butlers everybody was using the brilliant basics of the cruise liner to create magic moments, devoted to the corporate slogan “Your relaxation, our dedication!”. And they managed somehow in a busy schedule, in a very difficult year for cruising industry to include each and every guest on board the wonderful MSC Family.

Those 11 days were indeed an eye opener on the unquestionably beauty and uniqueness of the MSC fantasia class ships. MSC Splendida was a brilliant reminder of the famous “Size doesn’t (always) matter. It’s all about the heart.”

And here I am with wonderful memories from my 48^th cruise with MSC and getting ready for number 49, this time on MSC Magnifica, a non-Yacht Club ship.

So stay tuned and keeeeeeeeeeeeeeeeep cruising!

Posted in CRUISE CHRONICLES
Tags: #msc, cruise, cruise critic, cruise ship, Iancu Ravdan, MSC, MSC cruise ship, MSC cruises, MSC Splendida, MSC Yacht Club, travel, tripadvisor

TIME TO SAY … I WANT TO STAY!

•September 29, 2021 • Leave a Comment

It’s a kind of unofficial tradition for the Capitan to play the famous Andrea Bocelli’s song “Time to say Goodbye!” at every sail away of an MSC cruise ship.

After my recent experience on board the new MSC flag-ship I was thinking to create my own version of this emotional moment: “Time to say … I want to stay!”

MSC SEASHORE is inspired by MSC Cruises’ vision for cruising in warm waters and sunny weather and mirrors the design of the Seaside Class with a wraparound promenade deck offering a choice of outside dining and relaxation areas. The name, which follows the theme of its Seaside Class predecessors MSC Seaside and MSC Seaview, has been picked to reflect a cruising experience that brings passengers “closest to the sea.” The beautiful cruise ship is a Seaside EVO-class cruise ship built for MSC Cruises at the Fincantieri shipyard in Monfalcone, Italy. As of August 2021, she became the lead ship of MSC’s Seaside EVO class, a sub-class of the Seaside-class of ships built with larger dimensions. She will be joined by sister ship named MSC Seascape scheduled for delivery in November 2022

Building on the ground-breaking and pioneering design of the Seaside class of ship, aimed at bringing guests closer to the sea, MSC Seashore has been extended and enhanced with a variety of brand-new features, spaces and experiences for cruise lovers. MSC Seashore is equipped with cutting-edge technology becoming the first cruise ship in the world to feature a new air sanitation system, ‘Safe Air’, which uses UV-C lamp technology to eliminate viruses and bacteria to guarantee clean and safe air for guests and crew.

To be honest, I fall in love with Seashore on the very first moment when I stepped on board after, as always, a very smooth and stress-free embarkation procedure. The design features, public areas and venue names are inspired by the metropolitan New York City. These include an imposing three-metre-high replica of the Statue of Liberty at the heart of the casino and a newly designed expansive retail and entertainment area, aptly named Times Square. The main feature of this new area is an impressive 8.5 metre-high LED wall spanning four decks with a projection of the iconic skyline of this entertainment hub in Manhattan that can change from day to night.

With 339 metres, MSC Seashore is the longest ship in the MSC fleet and offers 13,000sqm of outdoor space. Stand-out design features include spectacular glass-floored Bridge of Sighs located at the unique vantage point on deck 16 – 22 metres above the Infinity Pool, stunning panoramic aft elevators and stylish glass-floor catwalks on either side of the ship on the waterfront promenade.

How you can’t be impressed by a floating Paradise with 19 decks (12 passenger-accessible, 11 with cabins), 11 dining venues, 19 bars and lounges, 6 swimming pools, a 2-deck “Cabaret Rouge” (aft-located), the Magrodome (sliding glass roof covering one of the swimming pools), the expanded Infinity Pool (with half-submerged concrete loungers/extends directly to the stern), 2 Infinity Whirlpools (portside and starboard Jacuzzis, with 10 seats each), a main swimming pool (with both swimming and standing water depths and connected to the Pirate Cove Aquapark), 3 catwalks (glass-floored viewing platforms), and an impressive 540m Waterfront Promenade.

Talking about embarkation in Barcelona, I must say that on Seashore the Yacht Club Team mastered an excellent experience: the check-in of the luggage, the formalities and Covid19 related protocols. Dani the Head Butler and his assistant Marcello under the discreet supervision of Rosalia, the Yacht Club Director gave to the entire embarkation an air of “welcome back home”! After a very short wait in the elegant and comfortable YC lounge in the cruise terminal for the test’s result, escorted by one of the butlers I had the chance to be amazed for the first time by the opulence, beauty and elegance of Seashore on my way to Yacht Club.

On Seashore decks are named after iconic lighthouses around the globe: Torre de Hercules Lighthouse (La Coruna Spain) – world’s oldest, Ocean Cay Lighthouse (MSC’s private island Ocean Cay, Bahamas), Santa Marta Lighthouse (Cascais, Portugal), Start Point Lighthouse (Devon England), Bell Rock Lighthouse (Angus Scotland) or Lanterna di Genova Lighthouse (Genoa Italy) to name just some of them. And by the way, similar to buildings in the U.S. without a thirteenth floor, there is no Deck 17 on MSC ships because Italians consider the number 17 to be unlucky.

The MSC Seashore cruise ship deck plan shows 2270 staterooms for 4560 passengers (max capacity is 5877) served by 1648 crew-staff (818 crew cabins). The cruise ship features new cabins designed to suit all your needs during your holiday and if you decide to cruise with the flag-ship of MSC you can choose from 11 different types of cabins and suites with balconies including the coveted aft suits, 50 terraced suites with extended balconies and 32 different suites with outdoor private whirlpools. If you want to get to know an unparalleled accommodation experience you must try the 2 new opulent Owner’s Suites at the largest and most luxurious MSC Yacht Club. Of course, if you are lucky enough to find one available!

My choice for this voyage was the incredible Royal Suite (16043) located on the 16^th Deck – Boston Light Lighthouse. With approx. 62 sqm., the Royal Suite has a separate living area and dining room, a spacious balcony (33 sqm.) with its own private whirlpool bath and dining table, a walk-in generous wardrobe and bathroom with large shower, vanity area with hairdryer. With an Interactive TV, telephone, WIFI connection included a Bar setup, refrigerator and espresso coffee machine everything was designed to create the ambiance for a perfect holiday.

The team assisting me during this cruise was the perfect example for the unparalleled experience offered by MSC in their exclusive concept “ship within the ship” – the Yacht Club. Pradeep (Butler) and Putu (Assistant Butler) mastered a perfect service day and night. Proactive, intuitive with a graceful attention to details and an impressive care, both of them proved once again that the biggest asset of any MSC ships is the crew on-board

And if you want to expand your luxurious experience in the Royal Suite you must try once to have lunch on your balcony. I chose a sea day and despite the breeze Paolo, Marcello Alessandro and Pradeep under the impeccable supervision of Dani, managed to create a memorable moment.

This cruise marked my 46^th voyage with MSC, and I can say that I am in love with their product “YACHT CLUB”. Seashore’s MSC Yacht Club is currently the fleet’s largest (total area 2973 m2). The all-inclusive Suite complex (ship-within-a-ship concept) accommodates the highest paying passengers (YC cabin categories only). It spreads over 4 decks and features a 3-deck high Onyx Wall (back-lit), Swarovski crystal-covered staircases, Top Sail Lounge (bar lounge with live music, gourmet canapes, complimentary beverages), exclusive Yacht Club restaurant (offering breakfast-lunch-dinner, premium wine list, daily-changed a la carte menu), and “One Pool” – a poolside bar and grill. The private sundeck and pool area were expanded to 1950 m2, with a bigger swimming pool and a panoramic Jacuzzi (8-seats, with individual controlled jets). The complex houses 131 Suites plus 2 Owners Suites (new category cabins sized 98 m2) with larger terraces (outdoor hot tub, glass wall, dining and sundeck areas).

The TOP SAIL LOUNGE is the perfect place for a drink before or after dinner. And, as a smoker, I love the outdoor space, placed in front of the lounge protected by the wind with glass panels and adding a touch of versatility with a sunny space in the day and an elegant and discreet atmospheric lightening in the evening. The ideal spot to watch the sunset. The gourmet canapes and signature cocktails were served with grace by a very attentive team of butlers, who learned in no time your favourite drink. In the afternoon and evening the TOP SAIL LOUNGE was a perfect venue to spend some time before discovering the rest of the ship having live music in the background. Maybe that was the only weakest link here: sometimes the music was a little bit too loud transforming a decent lounge conversation in a tiring shouting. While Edo Bordignon – a fantastic pianist and excellent vocalist was able to adapt his ambitus to the mood of the audience, balancing very professional between lounge and dance music, the other act in the lounge, Trio Swing, were extremely talented but confusing background music with a concert. Loud doesn’t mean always better!

The sun deck dedicated to the Yacht Club on MSC Seashore it’s impressive with 1950 m2, a bigger swimming pool than on other ships and a panoramic Jacuzzi (8-seats, with individual controlled jets). The “One Pool – bar and grill” offers daily the option for an alfresco breakfast and lunch. The menus are different than in the Yacht Club Restaurant with fresh grilled meat and fish, freshly made pasta and a mouth-watering salad bar. Despite the laid back atmosphere, the team here follow the same service standards like anywhere else in Yacht Club and the constant presence of the Head Waiters Giovanni and Alex is a guarantee that even by the pool the touch of luxury and exclusivity are present any time of the day. Add to all of this the amazing cocktails and the charismatic personalised service offered by Arnold and you will have the perfect image of a great day by the pool.

The only downsides of the “One Pool” area are the size (a bigger number of guests can dilute the exclusivity of the product, and not all the time Yacht Club is lucky enough to have the Seashore A team lead by Rosalia Scaldafferi providing a personalised service to 300+ guests) and the weird, designed cabanas which look more like an exposed cage than a discreet and elegant retreat due to the lack of privacy and reduced space around.

The Yacht Club has its own restaurant on all MSC ships. On board MSC Seashore the YC Restaurant is the perfect definition for an elevated gastronomic experience embellished with an exquisite service. I have to admit that I was more attracted by the breakfast and lunch on the sundeck but every dinner taken in the Yacht Club Restaurant was a unique experience. The elegant style of Maître D’s Giovanni and Rafaelle ( any top restaurants around the world will be grateful to have them)the knowledgeable Sommelier Alessandro (for him each bottle of wine has a story which needed to be shared) and the attentive, classy and gracious service of my waiter Paulo was a perfect match for the delicious food. Indeed, sometimes the Kitchen still needs to work a little bit on presentation but overall, 5 stars for the food and service in Yacht Club Restaurant. By the way in a 7 days cruise you will have 2 themed night: a gala dinner (with the “eternal” lobster, but I will suggest you to go for the Rossini) and a Mediterranean Night with a interesting approach of Med dishes ( and don’t miss the bouillabaisse). Twice Giovanni Gargiulo, the charming and professional Head waiter, after surprised us with his secret pasta dishes in ONE POOL, spoiled in YC Restaurant our palates with a live cooking of Crêpes Suzette and Cherries Jubilee – a moment on the lips, a lifetime on the hips, but who cares, you are in holiday!

Despite the fact that Seashore’s “MSC Yacht Club” is currently the fleet’s largest (total area 2973 m2), spreading over 4 decks, the feeling of luxury, exclusivity is kept intact due to the professionalism of the Yacht Club Director Rosalia Scaldaferri. With grace and style, bringing the modern managerial style in line with MSC values, with a charming presence every moments of the day and in any location around Yacht Club, Rosalia brilliantly leads a team of professional butlers, assistant butlers, waiters, stewards, and bar staff which successfully write every cruise the successful story of MSC Yacht Club.

A step behind Rosalia but always a step ahead any guest’s wishes, desires, requests or needs, the Head Butler, Dani Agung Sri Prasetyo brings to the team years of experience, passion, dedication and a elegant managerial style being the perfect example for what we normally call: “walk the talk”. No surprise that the Yacht Club team present now on board of MSC Seashore is the most successful one, always THE TEAM opening MSC new ships.

Maybe the only bit which didn’t fit or match the general brilliance of the Seashore’s “MSC Yacht Club” was the Concierge. With an attitude which reminded me of a 2 stars motel on a motorway, they always seemed to be “busy” always looking at the computer’s screens avoiding any eye contact with the passing passengers. With an annoying, sometimes, communication skills, considering the high standards just a line in the written SOP, they were keen to give you the information … the wrong ones. Most of the time I had the feeling that they were paid to sabotage the efforts of the rest of the teams. The Concierge was the only place where the Yacht Club’s sprit was hard to be detected. Couple of times I ask the Concierge to pass a message to my Butler, but the message never reach him creating embarrassing situations. Other times wrong information regarding the Covid19 tests on-board and the shore excursion booking process created issues which can be avoided in a very simple way: “doing your job properly and being accountable”. But from Seashore Concierge point of view was always somebody else fault. And blaming your team with a smile is not the MSC way!

Weird enough but in 7 days I didn’t have time to explore and take the advantage of all attractions and venues on board. I barely had time to enjoy the main pool – Long Island Pool on deck 18 which has two different depths so you can choose to swim or simply stand and hang-out in the water, gravitating around a 360-degree water fountain island in the centre or relaxing in the new lounge space within the pool. Whilst this ship is designed for warmer weather, the Jungle Pool features a larger magrodome that can be closed to create an indoor pool area when needed. This popular area has been enlarged and now includes an additional deck over and around the space, providing new areas for guests to sit and relax. It is just a short walk to the newly located buffet on deck 16 for a lunchtime snack – perfect for families who enjoy spending time by the pool. And of course the stunning Infinity pool with half-submerged concrete loungers/extends directly to the stern and the 2Infinity Whirlpools (portside and starboard Jacuzzis, with 10 seats each). The only question mark related to the design is that the pools on board seems to be a little bit to small for a ship operated in warm waters at full capacity.

Opening the doors to the MSC Aurea Spa is like entering another world. This universe of wellbeing, fitness and self-care is a must-see for anyone wishing to pamper themselves. MSC Seashore boasts 21 treatment rooms, including two couple’s treatment rooms, as well as a Medi Spa Centre, and an exclusive outdoor area to relax in the sunshine. For those in search for a new look is good to know that beauty salon, nail boutique and barber are completely redesigned. Of course during my voyage, due to the increased Health & Safety measures in order to grant a safe cruise for all guests, , some of the experiences were closed: Steam Rooms, Heat Baths Whirlpools, Ice & Snow Experiences. The Saunas, Salt Relax Room, Harmonic Relax Rooms, Experience Showers, Heated Loungers were open during my cruise.

A voyage with MSC Seashore brings you the leisure time and the facilities to maintain and build your fitness thanks to a wide choice of Sports Facilities and a state-of-the art Gym with fabulous sea views. You can admire the panorama, burn off calories and keep in shape. Whether you prefer to train alone, love a workout in company or live to compete, you’ll find just what you need. To be honest I didn’t try to find the Gym for myself, only for research purposes. Bad boy!

Providing a cruise experience that suits all of the family, MSC’s Seashore boasts popular, free of charge kid’s clubs. Babies and toddlers are well looked after in the Baby club, while 3-11 year olds can have fun taking part in different activities including LEGO, arts and crafts and cooking at the Mini and Junior clubs. Meanwhile, with two clubs for 12-17 year olds, teenagers can spend some time away from their parents making friends and enjoying the fantastic facilities on offer to them, including dance parties, a cinema room and games consoles. With 703 m2 of dedicated kids’ space, the largest in the fleet, and re-designed rooms, the kids’ area on board MSC Seashore offers an unmatched experience. From the décor, design colours, and themes of the areas, the MSC Seashore’s Kids Club will give all children a chance to reach for the stars, thanks to a futuristic new theme, dedicated to space and planetary exploration. Every cruise includes a special and unmissable event: the “LEGO® Experience On Board“. An entire day dedicated to LEGO® bricks & activities for the whole family to enjoy. With 98 hours of live entertainment for the whole family per cruise, there is always something new and exciting for both parents and children to enjoy their time together!

The only area accessible for an old overweight man like me was the fabulous Pirates Cove Aquapark which features an impressive range of fun exciting activities for the whole family including adventure trails, treasure hunts, a galleon for kids and much more. The Kraken’s tentacles wrap around the adventure trail on its way to the Long Island Pool. Enhanced by virtual reality, MSC Seashore offers one of the largest and most interactive water attractions at sea.

With 18 bars and lounges, including twelve indoor and six outdoor venues, five specialty restaurants and four main dining restaurants – a gastronomic adventure with globally inspired menus await guests on board MSC Seashore. The ship has been fully redesigned to include even more options for eating and drinking with new bars and restaurants as well as outdoor venues and seating to bring the guests’ connection to the sea to new heights.

The ship has four main dining restaurants, including a dedicated restaurant for Aurea guests, serving first-class Mediterranean and international specialties in stylish surroundings. In all these venues menus change daily with exquisite dishes created for breakfast, lunch and dinner. For more casual dining, the Marketplace Buffet has also been redesigned to give guests a real marketplace feeling with three distinct areas, each with a different design and ambience: Il Mercato, La Piazza and La Trattoria. In addition to its indoor seats, the buffet now features a new outdoor aft dining area as part of the Sky Bar, which offers comfortable lounge seating as the perfect spot for a cocktail with the ultimate sea view. After talking with Naga Dasari, the F&B Director on board MSC Seashore I realize that creating something for every palate and preference, providing a diverse array of outstanding international culinary experiences and high class services is more than a goal, it is a reality on board Seashore.

MSC Seashore’s Chef’s Court is home to the ship’s five specialty restaurants, situated in a new location on Deck 8 closer to the sea. Offering both new concepts and signature favourites, each venue serves a mouth-watering menu of international flavours. The ship’s signature steakhouse, Butcher’s Cut, will offer al fresco dining along the iconic waterfront promenade. Even with a guide as the famous and experienced Corporate Chef Luca Cesarini a final decision is hard to make.

Kaito Sushi Bar for the first time in the fleet, includes a sushi conveyor belt for guests to select dishes, with fresh sushi, sashimi, tempura and more. This popular venue offers deliciously authentic Asian cuisine prepared in front of guests with the highest quality ingredients.

Butcher’s Cut the signature American-style steakhouse serves select Linz heritage angus beef, gold standard in high-end angus beef thanks to the best genetics in breed. The menu includes a range of prime cuts for all appetites, paired with their favorite New World wines or cocktails. The new al fresco dining area allows guests the full MSC Seashore experience, with fresh air and sea views.

The first in the Seaside generation and the second in the fleet, HOLA Tacos & Cantina which feature the Latin American and Mexican-inspired cuisine in family style dining. Guests can enjoy a number of street food specialties and choose from an extensive list of tequilas and mescals, all combined in a fun, interactive setting

Ocean Cay is a chic seafood restaurant which serve Mediterranean-style fish and seafood dishes made with fresh ingredients, all complemented by an extensive wine list.

Kaito Teppanyaki brings an interactive and engaging experience, guests will delight in the tastes and spectacle of this venue, with eight grills, becoming the largest teppanyaki restaurant on any MSC Cruises ship. In this combined entertainment and dining experience, chefs cook with flair on an open grill with sizzling ingredients coming together to form delectable dishes.

And if the final bill at the end of the cruise is a threat for you don’t forget that on-line before boarding MSC Seashore or on-board you can benefit from the special offers of different dining packages

4 DISTINCT EXPERIENCES THE FINEST FOUR – which includes: Ocean Cay, Teppanyaki restaurant, Butchers Cut and Hola! Tacos & Cantina
3 DISTINCT EXPERIENCES TRILOGY – which includes: Ocean Cay, Butchers Cut and Hola! Tacos & Cantina
TWO DINING EXPERIENCES DUO – which includes: Teppanyaki restaurant and Butchers Cut

Or the unique experience of BUTCHER’S CUT CHEF TABLE with your own Chef and your

Among MSC Seashore’s many new features, there are numerous bars and lounges for guests to enjoy a drink, a light bite or take in some of the ship’s 16+ daily hours of entertainment. As Alyn Tocu, the Bar Operations Manager warned me from the very beginning is hard to decide where to have your next drink on-board: maybe in the The Wine Cellar, a brand-new concept, which includes a spectacular, walk-through wine cellar and oenological tasting experience or in the Sky Bar for panoramic sea views, a rooftop bar, ideal stop for cocktails or maybe in Horizon Bar situated on deck 19, and offering comfortable outdoor lounge seating. Of course, you can choose The Sports Bar decked out with sports memorabilia, which features a new billiard room or maybe the Chef’s Court Cocktail Bar located in the new Chef’s Court area at heart of the ship, the ideal venue to enjoy a pre-dinner cocktail in stylish surroundings. Hard to chose between The Uptown Lounge and Brooklyn Café both kind of a piano lounge and bar, featuring live music and cocktails for those looking to wind down after dinner. Add to all of those MSC Aurea Bar where Aurea guests will also delight in the Top 19 Solarium’s stylish, which includes an outdoor lounge area and bar to complete a relaxing day in the sun.

But my all-time favourite was the Champagne Bar, a cosy bar for true connoisseurs, perfect for lively conversations and making new friends. The charming and elegant service of Danjela Dishi and the entire team made me return almost every night in that glamorous corner of the ship

From French retro-chic to sleek contemporary, the entertainment venues on MSC Seashore immerse guests in a series of different universes, filled with the latest technology for fantastically fun experiences. The options are endless, from the main theatre or the new aft lounge, the high-tech disco and the larger than ever casino through to the sports bars – there’s something for every member type of traveller.

MSC Seashore plays host to 4 new and original full-scale theatrical productions, with three performances each night of the cruise in the Madison Theatre: Belle Epoque, Coast to Coast, Meravigiloso Amor and Magic Woods. Unfortunately, on this voyage I didn’t find the physical time to stop in the theatre and watch any of this production but that’s a promise for the next time

I was more interested in the new concept launched on board MSC Seashore from the entertainment point of view. Le Cabaret Rouge inspired by French cabaret lounges of the 1920s, features original shows, a true feast for the eyes, with acrobats, dancers, singers and musicians all rolled into one breath-taking spectacle. With 400 seats, this multi-functional space flows seamlessly from cocktail hour with live music to an all-out dance party as the evening develops. I had the chance to watch an magic “Paris Spectacular with Toulouse-Lautrec” , the inspiring “Woman in Art” and the dynamic “Modern Collection”, all very different but all exceptional.

Live music is at home on board MSC Seashore with a lot of venues hosting great musical live acts with Trio La Brava, Rudy or Thiago in the Atrium, Trio Swing and Edo in Yacht Club Lounge or Miguel & Jazz Band in the Brooklyn Café. And of course, the parties. The charismatic Entertainment Manager Francesco Pulpo had a difficult task to adapt the already famous MSC parties to the new protocols imposed by the “safe bubble” concept. But his experience and his ingenuity transformed a possible handicap in a big advantage by moving parties from the Atrium to the Long Island Pool where the fantastic weather guaranteed a enormous success. In a week cruise you can expect 3 themed party: Flower Glory, Tropical and of course, the MSC signature party White Party

Of course, shopping must be part of anyone cruise schedule. On MSC Seashore you can find a wide selection of the best boutiques at sea stocked with all your favourite premium brands, so you can enjoy the best shopping experience during your cruise. All the hops are open all day and until late at night when at sea. And you can’t disembark before visiting the amazing MSC Logo Shop where you can infuse your cruise with gifts that spark magical memories of your voyage across the waves! Navigate the MSC Logo Shop for everything from gadgets to books and novelty gifts! You’ll also find MSC’s very own DOREMI Mascot. And in all the shops and boutiques on-board you can benefit from the expert guidance of the fabulous staff lead my the Shop manager Mircea Petru always ready to help to find something for the special people in your life, whatever their age and taste! And the best kept secret: on MSC ships you will get the lowest tax and duty-free prices applicable in accordance with local legislation.

Being home now and taking a step back looking at all photos and videos from this one-week journey on board MSC Seashore I can’t stop thinking how much professionalism, dedication, passion, forward thinking is needed to transform a 339m long ship, with 2270 staterooms, 5877 passengers and 1648 crew in such a formidable success. From an outsider replacing the flat “another cruise” with everlasting memories seems to be “mission impossible”. Not for the Hotel Director Neven Zdunic and his Deputy Adriano Palomba who not only know how to lead an excellent team towards success at every step of guest’s journey but know how the create magic touches on the Seashore’s brilliant basics.

MSC Seashore is a beautiful futuristic ship, extended and enhanced with a variety of brand-new features, spaces and experiences, aimed at bringing guests closer to the sea. But all these goals will never be reality without the amazing crew of this fantastic cruise ship. From the Pool Stewards to the officers and managers, from the Yacht Club Director to the butlers and bar staff everybody breath the same strong essence: “MSC is a family company with a family spirit!”. And to be honest, because of them, because of MSC crew I manage to cruise 8 times in Annus Horribilis 2020/2021 and 46 times in the last 7 years.

Reading all this very long 8 pages maybe you understand why, in the last day, the disembarkation day I wanted to sing loud, as loud as possible on the gangway my own version of Bocelli’s song “Time to say…I WANT TO STAY!”. But unfortunately for me, fortunately for my fellow passengers my voice wasn’t in the same place as my heart.

And the only solution was to fly back home, run to my computer and do the obvious and expected: I booked another cruise on board MSC Seashore and I am embarking next week.

That’s the risk when the ports of call stop being the destination! That’s the joy when the ship and staff on board are the destination!

Thank you MSC Seashore and see you soon!

Posted in TALKING TO MYSELF
Tags: cruise, cruise critic, cruise experience, MSC, MSC cruise ship, MSC cruises, MSC Seashore, MSC Yacht Club, tripadvsior

INCA UN RTO (rejected take-off) LA TAROM

•January 31, 2021 • 3 Comments

“Noi suntem călătoriile noastre.

La TAROM, credem că fiecare călătorie ne modelează dezvoltarea personală, şi având acest lucru în minte, misiunea noastră este de a-i inspira pe oameni să îşi deschidă aripile.” (https://www.tarom.ro/misiune-viziune-valori)

Citeam zilele trecute o pagina de pe site-ul companiei TAROM – compania aeriana nationala, zambind amar la doua dintre paragrafele gasite acolo

“… fără o permanentă atenţie acordată detaliilor şi perfecţiunii, nu poate exista distincţie.” si “ Suntem oneşti cu pasagerii noştri, cărora dorim să le arătăm în fiecare zi că oferirea unor servicii deosebite se poate face numai cu stil” (https://www.tarom.ro/misiune-viziune-valori)

De ce zambeam? Si de ce zambeam amar?

Pentru ca ultima experienta avuta cu TAROM nu numai ca, contrazice misiunea, viziunea si valorile declamate cu strigat de marketing pe pagina oficiala a companiei aeriene, dar pentru ca la fiecare pas facut in recenta mea calatorie cu un bilet TAROM in buzunar am avut senzatia ca linia aeriana nationala incearca sa faca exact pe dos!

Dar sa o luam cu inceputul.

In timpul ultimei mele calatorii in Romania, o situatie neprevazuta a facut necesara deplasarea de urgenta la Madrid. Mi-am luat un bilet TAROM la clasa Business numai dus, Bucuresti – Madrid cu TAROM RO0145 la pretul “promotional” de 540 de euro. Ma puteti banui de snobism, dar in ultimii 15 ani am ales ca intotdeauna sa calatoresc la clasa Business sau First si asta pentru ca am considerat intotdeauna calatoria la fel de importanta ca si destinatia, iar confortul, spatial privat, serviciile la sol si la bord au justificat intotdeauna decizia mea de a plati preturi “premium”.

Mi s-a parut putin ciudat ca, in afara “eficientei” celor 4 email-uri primite de la TAROM pentru o singura rezervare (“booking invoice”, “e-ticket”, “payment confirmation” si “technical.assistance”) nu a mai existat nici o alta informatie legata de zborul meu la Madrid. Toate celalalte companii aeriene cu care am zburat, pastreaza o legatura constanta cu pasagerul, oferind informatii la zi legate de zbor, conditii de calatorie, check-in si asa mai departe: British Airways/Iberia – 4 e-mailuri inainte de zbor + 4 SMS-uri, Lufthansa – 2 emailuri + 4 SMS-uri, KLM/Air France ceva similar, cat despre liniile aeriene americane sau Emirates ce sa mai vorbim … Dar mi-am spus ca asa o fi moda la TAROM desi compania a solicitat 1001 de informatii legate de mine ca pasager: adresa de e-mail, numar de telefon, contact de urgenta, …, numai numarul meu de la pantof nu-l au in baza lor de date!

Si mai ciudat a fost cand, cu 24 de ore inainte de zbor, am incercat sa fac check-in on line – o modalitate recomandata si preferata de toate liniile aeriene din lume, inclusive low-cost,mai ales in conditiile actuale de calatorie cand se promoveaza distantarea sociala si minimalizarea contactului intre pasageri si personalul de la sol. Dupa vreo 3-4 incercari esuate si mesaje ca rezervarea mea nu exista in sistem m-am decis sa contactez telefonic TAROM.

Nu are rost sa va spun cat timp am stat la telefon ascultand melodii de care nu auzisem si mesajul “…telefonul Dv. este important pentru noi, va rugam sa asteptati pana cand primul operator va fi disponibil”. Pana la urma am reusit sa aud in telefon o voce umana care mi-a confirmat ca rezervarea mea exista, ca mi s-a alocat locul 1A in clasa Business, ca biletul este OK, ca si zborul, si ca imposibilitatea de a face check-in online este legata de restrictiile impuse de Covid19.

Asa ca dimineata, putin dupa ora 6 eram pe aeroport, cu 2 bagaje de cala si unul de mana (toate respectand greutatea admisa) si cu un PCR negativ in buzunar. Naiv cum sunt, abia asteptam sa gust experienta unui zbor cu TAROM si asta pentru ca ultima data cand am zburat cu ei a fost acum 5-6 ani.

M-a asezat cuminte la coada de Sky Priority, acolo unde se facea check-iul pentru toate zborurile TAROM in acea dimineata, la clasa Business. Ajuns la ghiseu am fost intampinat de zambetul “dulce” al agentei de serviciu care mi-a dat o senzatie similara linsului unei lamai la ora 5 dimineata dupa o noapte de betie crunta

“ – Aici este pentru business. Ai bilet la business?” – a sunat prima intrebare “amicala” aruncata din spatele ochelarilor.

I-am explicat calm doamnei cu atitudine de ajutor de ospatar pe Litoralul anilor ’80 ca zbor la Madrid si, ca da, am bilet la clasa Business. Dupa o privire mustind de amabilitate, doamna a verificat in calculator si a replicat taios

“- Nu ai rezervare si in plus nici nu exista busines pe Madrid!”

Cand am incercat sa gasesc in telefon confirmarea rezervarii, doamna, care nu numai ca a fentat cursurile de customer service dupa angajare dar cred ca nu a stat pe acasa in primii 7 ani de viata, mi-a strigat ca nu are timp de discutii si ca daca vreau sa ma plang sa o fac la biroul de ticketing.

Noroc ca ajunsesm in aeroport destul de devreme, deci aveam timp sa ma mut dintr-un colt al aerogarii in celalalt cu arme si bagaje si, evident fara caruciorul obisnuit, care era “protejat” de angajati ai aeroprtului care ti-l puneau la dispozitie cu amabilitate pentru o suma modica.

La biroul de ticketing am avut sansa de a intalni pe cineva care chiar dorea sa ma ajute si asta cu o neasteptata amabilitate. Rezervarea a fost gasita “ratacita” undeva in sistem si mi s-a explicat civilizat ca TAROM a decis schimbarea tipului de aeronava eliminand din configuratie clasa Business. Din explicatiile primite am inteles ca schimbarea tiplui de aeronava a fost facuta din motive operationale, TAROM urmarind sa include in zborul respectiv si pasagerii de pe cursa anterioara anulata (din cauza zapezii care a inchis pentru cateva zile aeroportul din Madrid)

Schimbarea a fost facuta anuland complet nu numai clasa bussines dar si rezervarea mea din manifestul de zbor si de aceea nu apaream pe lista de check-in. Solutia oferita la biroul de ticketing a fost fie mutarea pe urmatoare cursa care avea clasa de bussines (peste 3 zile) fie zborul in clasa economic si rambursarea diferentei de pret.

Cum pentru mine prezenta la Madrid era obligatorie in ziua in care facusem rezervarea, singura solutie a fost schimbarea biletului la clasa economic. Decizia a fost facuta tinand cont ca zborul urmator era duminica ceea ce anula testul PCR pe care-l detineam si nu oferea fizic suficient timp pentru efectuarea unui nou test, iar in plus ar fi fost cam greu sa fac niste rezervari pentru 2 nopti intr-un hotel si transferuri la ora 6.45 dimineata.

La ticketing mi s-a spus ca diferenta de pret va fi calculate luand in consideratie tariful full fair pentru un bilet la clasa economic cumparat in aeroport la momentul respectiv, ceea ce inseamna, potrivit informatiilor primite ceva in jur de 30 de euro. Si daca imi aduc bine aminte, la cumpararea biletului pretul zborului la clasa economic era de 90 si ceva de euro si la clasa business 535 de euro.

Cu coada intre picioare, presat de timp si impingand valizele (asta da, moment de TikTok) m-am reintors la biroul de check-in unde acelasi agent a continuat sa aplice viziunea TAROM, va aduceti aminte, sper: “dorim să le arătăm în fiecare zi că oferirea unor servicii deosebite se poate face numai cu stil” (https://www.tarom.ro/misiune-viziune-valori).

Mai intai a tipat la mine ca nu am dreptul sa folosesc biroul de check-in Sky Priority pentru ca am bilet la clasa economic. Apoi, dupa 3 serii elegante de ochi dati peste cap mi-a spus … de fapt strigat … ca la economic am dreptul numai la un bagaj de cala si nu doua si ca nu-i problema ei ce fac cu al doilea, daca nu vreau sa platesc tariful de extra-bagaj. Dupa o noua serie de ochi dati peste cap a accepta “asa ca o favoare” sa imi inregistreze bagajele.

Surprinzator, sau poate nu, in tot timpul discutiei doamna cu voce percutanta a uita sa imi ofere varianta printata a drepturilor pasagerilor in cazul unor probleme la calatoria cu avionul, asa cum reglementeaza Uniunea Europeana si cum se procedeaza in toate aeroporturile mai mult sau mai putin civilizate din lume (https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_ro.htm) . Cand am intrebat-o de aceste drepturi mi-a raspuns clar si, inca o data, amabil “Urmatorul!”

Pana la urma m-am urcat in avion … Nu este cazul sa va spun ca alegerea clasei Bussines pentru zborul meu la Madrid nu a fost dictata numai de confort sau de modul obisnuit in care calatoresc dar, mai ales, de auto-protectia in conditiile nivelului ridicat al infectiei Covid19. Asa cum nu este cazul sa va spun sau sa va arat filmari si fotografii din timpul zborului (asta pentru a respecta anonimatul pasagerilor si echipajului de bord) pentru a demonstra cum, contrar anunturilor facute de echipajului de bord, toate masurile de protectie au fost ignorate: masti sub barbie, culoarul aeronavei folosit ca zona de dezmortire a picioarelor, cozi interminabile la cele doua toalete disponibile pentru un avion cu 180+ pasageri si aproape 4 ore de zbor.

Iar aventurile cu TAROM nu s-au terminat aici. Am incercat sa contactez compania in legatura cu drepturile mele ca pasager “declasat” (conform legislatiei EU): e-mailuri, telefoane, mesaje toate respectand reglementarile stipulate de “Drepturile pasagerului aerian” (https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_ro.htm) si urmarind pas cu pas procedurile mentionate (https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_ro.htm#upgradeAndDowngrade)

La orice companie serioasa din lume, cu exceptia TAROM, evident, atunci cand trimiti un e-mail primesti imediat un raspuns generat automat de confirmare a receptionarii mesajului trimis. TAROM-ul a stat la “sol” intr-o ceata totala…mai mult decat atat in mod normal pana la rezolvarea problemei orice companie serioasa are un “follow up” informand clientul asupra evolutiei analizei solicitarii respective. TAROM-ul este inca in ceata

Dupa mai multe incercari nereusite am reusit sa stabilesc un fel de “comunicare” pe chat-ul asociat paginii de Facebook. Raspunsul a fost genial “Buna ziua, va rugam sa transmiteti mesajul dvs. catre customer.service@tarom.ro. Multumim. Raspunsul il primiti in 45 de zile minim. Nu pe loc”

Nu trebuie sa ai un doctorat in relatii cu publicul ca sa stii ca intotdeauna o abordare “pozitiva” este intotdeauna calea de urmat. Ceva gen “Raspunsul il primiti in 45 de zile MAXIMUM”. La Tarom grija si respectful fata de pasageri se reduce la “Raspunsul il primiti in 45 de zile minim. Nu pe loc!” Chiar nimeni dintre cei cu putere de decizie in TAROM nu realizeaza ridicolul situatiei si nu se gandeste sa faca putina curatenie in gradina proprie?

Evident ca nu am primit nici un raspuns de la TAROM. Asa cum evident o sa continui demersurile pentru un raspuns legal.

Raman totusi niste intrebari la care, naivul de mine, sper ca TAROM sa raspunda:

Cum este posibil ca in 2021, facand parte dintr-o alianta aeriana respectabila ca SkyTeam TAROM sa nu utilizeze nici un canal de comunicare cu pasagerii inaintea zborului, mai ales in situatii speciale? Inexistenta oricarei forme de comunicare legate de schimbarea clasei de zbor, tipului de aeronava inaintea sosirii la aeroport, a facut imposibila luarea unei decizii personale legate efectuarea sau nu a zborului la Madrid. Este ca si cum intr-o cafenea dupa ce am comandat un cappuccino mi s-ar servi un ceai de tei cu explicatia: e cald, e lichid si e in ceasca, care-i problema?
Cum este posibil ca in 2021, facand parte dintr-o alianta aeriana respectabila ca SkyTeam, TAROM sa nu aiba un sistem de feed-back bine pus la punct, cu exceptia unei adrese de e-mail la care oricum nu raspunde nimeni. Justificarea ca e companie de stat, si la stat orice merge, nu tine, mai ales in conditiile in care TAROM nu sta pe roze nici financiar, nici ca volum de pasageri si nici ca pozitie in clasamentul liniilor aeriene europene si internationale ( https://www.airlineratings.com/ratings/tarom/ sau https://skytraxratings.com/airlines/tarom-rating#:~:text=TAROM%20is%20Certified%20as%20a%203%2DStar%20Airline%20for%20the,cabin%20staff%20and%20ground%20staff)
Cum se poate explica comportamentul mai mult decat reprobabil al agentului de check-in, care in cele doua interactiuni m-a pus intr-o pozitie extrem de umilitoare, inacceptabila pentru un pasager in general, si un pasager al clasei bussines in particular. Si asta in conditiile in care , in intreaga lume, sub presiunea Covid19, companiile aeriene incearca sa-si retina si extinda baza de clienti, mai ales pe cei care platesc preturi “premium”. Si pana la urma urmei regulile bazale ale “customer service” ar trebui sa fie cunoscute si respectate fara exceptie, in situatii normale sau exceptionale.
Cum este posibil ca, in conditiile in care Romania ca membru al UE si TAROM ca membru al SkyTeam care au semnat reglementarile in vigoare legate de drepturile pasagerilor, compania aeriana nationala sa nu puna la dispozitie informatii legate de aceste drepturi ( https://eur-lex.europa.eu/legal-content/RO/TXT/PDF/?uri=CELEX:32004R0261&from=EN)
Care este pozitia TAROM referitor la lipsa avantajelor care justifica pretul unui bilet bussines: confort, acces in lounge, serviciu la bord, prioritate la imbarcare si debarcare in cazul zborului Bucuresti-Madrid?
Care este pozitia TAROM referitoare la lipsa oricarui raspuns la solicitarea compensatiilor materiale si morale (conforme standardelor unei companii aeriene nationala si în temeiul Regulamentului (CE) nr. 261/2004) legate de experienta extrem de neplacuta a zborului Bucuresti – Madrid cu TAROM

Sa fiu sincer, ma indoiesc ca TAROM va actiona ca o companie onesta, de incredere si moderna adoptand o pozitie pro-activa si orientata spre satisfacerea pasagerului asa cum o fac celalalte linii aeriene. Si e pacat pentru ca personalul de bord (piloti si insotitori de bord) sunt la cu totul alt nivel in ceea ce priveste profesionalismul, customer service si atasamentul fata de culorile sub care zboara.

Nu mai este un secret pentru nimeni ca de multi ani, la TAROM deciziile politice si relatiile de familie sunt mai importante decat indicatiile turnului de control. Asa cum nu mai este un secret pentru nimeni ca situatia financiara a companiei si imaginea in lumea celor care calatoresc cu avionul trece de o buna perioada de timp prin turbulente majore.

Poate ca a veni vremea unei “degivrari” serioase la TAROM intr-o incercare reala de a readuce rândunica în zbor (logo-ul companiei inca din 1954) la locul cuvenit unei companii aeriene nationala.

Inainte de a fi profitabil TAROM trebuie sa isi recastige credibilitatea! In ochii pasagerilor nationali si internationali, angajatilor si specialistilor.

Cat despre mine, probabil ca singura solutie va fi sa urmez calea legala (https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_ro.htm#upgradeAndDowngrade)

Si, evident, pe viitor c sa nu mai cred ca misiunea TAROM “este de a-i inspira pe oameni să îşi deschidă aripile” (https://www.tarom.ro/misiune-viziune-valori)

Poate doar buzunarele …

Posted in COME FLY WITH ME
Tags: Aeroport Otopeni, air travel, airlinequality, Andrei-Gabriel Benghea Malaies, avion, calatorie cu avionul, companie aeriana, customer service, George Florin Rotaru, Mihaita URSU, romanian airline, Romanian flag carrier, Romanian national Airline, SkyTeam, SkyTrax, TAROM, travel, zbor

THE BITTER TASTE OF AN EXPECTED DIVORCE

•October 9, 2020 • Leave a Comment

For many years I was a big fan of Norwegian Cruise Line, booking an average of 4-5 cruises a year, choosing THE HAVEN or the ship and not necessary the itinerary being an unconditional supporter of both hard and soft products sailing under the brand of NCL and manage to reach the Platinum Plus level of their Latitude Loyalty Program not very far of the top tier of Ambassador.

Suddenly 2-3 years ago a massive drop in quality of the service and a dramatic change of the target market made me to move away from NCL for a while. This year in February I decided to give it another try, hoping that I will rediscover my old, beloved NCL and travelled with them around South America.

It was a cruise which created memories more because the itinerary than the on-board experience but at the end of the day every cloud has a silver lining! And therefore, I decided to book once again with them, in April 2020 a 7-day Greek isles round-cruise from Athens visiting Santorini,

Mykonos and Rhodes on an SG cabin. And I decided to pay extra for Premium Plus Beverage Package Upgrade, Unlimited Premium Wifi Package Upgrade and an additional 3 Meal Specialty Dining Package. A total bill of £5,183.64, fully paid on 19^th of February 2020.

Of course, Covid-19 messed up the cruise industry and my trip on Norwegian Spirt was cancelled.

I was very impressed with the speed and efficiency of NCL to react to the crisis and support loyal customer. At the same time with cancellation an incredible offer landed in my email:

“A future cruise credit in the amount of GBP 2,623.98 has been issued to your account. To reflect our appreciation for your business, we will also provide you a BONUS credit of 25% in the amount of GBP 656.00. (…)

These future credits are valid for one year from the issue date and applicable to all published sailings through December 31, 2022. (…)

As a special thank you for choosing Norwegian, and for a limited time only, we are pleased to offer you an additional 20% DISCOUNT on any sailing from July 1, 2020 through December 31, 2022 when you book by April 14th, 2020.

The future cruise credit, 25% BONUS and 20% DISCOUNT are combinable on our current Free at Sea promotion”

A real WOW which made me think that NCL are strong in their business and they do care about their customer. And the WOW was doubled when I contacted the Call Centre to inquire about the FCC and options available. Friendly and efficient the agent made me (to be honest didn’t need to much effort for that) to re-book for January 2021 a 9-day cruise on Norwegian Spirit from Lisbon to Barcelona visiting Spain, Canary Islands & Maderia this time on an SB cabin. And once again I decided to pay extra for Premium Plus Beverage Package Upgrade, Unlimited Premium Wifi Package Upgrade and an additional 6 Meal Specialty Dining Package. This time using the previous FCC and some extra cash for the difference in price the final bill included the discount and the FCC was £5,410.30 for a cabin valued at £7,920.36.

Great deal and a win-win situation: I was happy to book a cruise in a nice cabin for a great itinerary and NCL secured future business respecting my loyalty as a Platinum Plus member. Later I contact the Call Centre again paying for some extra add-ons for my cruise.

Of course I read about the major financial troubles of NCL ( https://www.forbes.com/sites/sergeiklebnikov/2020/05/06/norwegian-cruise-line-raises-over-2-billion-after-warning-of-possible-bankruptcy/#a8e5f432b871, https://financialpost.com/pmn/business-pmn/norwegian-cruise-line-has-enough-cash-for-18-months-of-no-revenue-ceo-3, https://seekingalpha.com/article/4357115-slow-recovery-for-cruise-lines-norwegian-in-distress ) but I considered all this news as malicious rumours trusting the respect of Norwegian Cruise Line for its loyal customers.

Flights and hotels booked, cruise paid in full on 22^nd of September so the only thing left to do was to pack and start dreaming of my trip on board Norwegian Spirit. And to cope to almost daily phone calls from my “Personal Cruise Concierge” who was trying to upsell me add-ons already booked and paid despite the fact that I was explaining him that maybe will save time for all of us if he will check my profile first. No results so I started to look at his weekly phone-calls as an annoying routine.

But that was the end of the “happy love story” with NCL.

Overnight a major change in T&C occurred. To be honest I don’t remember to receive an official e-mail from NCL about that, as a Latitudes member or just as a future passenger with a cruise booked. Believe me I check at least 3 times my inbox, even the spam and my account with NCl. Nothing!

Couple day ago, I received an email informing me about the cancellation of my cruise in January 2021.

“As the COVID-19 pandemic continues to impact communities around the globe, we have made the decision to suspend all voyages with embarkation dates through November 30, 2020 as well as all voyages onboard Norwegian Star, Dawn and Spirit with embarkation dates through March 30, 2021. We are very sorry for any inconvenience these changes may have caused.”

Not at very happy moment as you can imagine but at the end of the day Covid-19 messes up our lives more than we expected.

As the options regarding my FCC weren’t very clear from the letter, I decided to contact the Call Centre.

“For those reservations paid via a previously issued Future Cruise Credit (FCC), 100% of the FCC used will be re-applied to the Latitudes account. No further action is required; the FCC will be automatically added to the account. As we are sure you share our disappointment. Therefore, in addition to the 100% refund or return of your FCC, all guests will receive a 10% OFF discount on their next future cruise with us, combinable with all available promotions at the time of booking. The 10% off discount will be automatically added to the guest’s Latitudes account and will be available as of Wednesday, October 7, 2020. This discount can be used for up to one year from date of issue and can be applied towards any of our currently published sailings from January 1, 2021 through December 31, 2022.”

The conversation with the Call Centre was full of surprises … unpleasant surprises! During 15 minutes (away from any customer service manners) I was “informed” that:

The previous 25% bonus applied to the value of the original cruise was erased and replaced with a 10% bonus
All the add-ons will be included in the new FCC
I am not entitled to a refund in cash for the original value of the first cruise booked with cash and not FCC.

“The original FCC amount will be returned to the guests’ profile. If an affected booking has a previously applied FCC (as a result of a previous suspended sailing), the enhanced value future cruise credit will not be applicable. Bookings under this circumstance are not eligible for a cash refund and will receive the original value of the FCC back to the guests’ profile. Note FCCs have no cash value and cannot be redeemed for cash. Please be advised that at no time will an FCC be redeemable for cash, including but not limited to situations of possible future cruise suspensions, displacements, cancellations or if the FCC exceeds the time in which it must be used.”

In similar situation other cruise lines (MSC and Cunard for example which whom I experience the same cancellation issue) and airlines (British Airways and Air France for example) offers their customer 2 options: accept an FCC/voucher for future trip (trying to have the cashflow necessary for survival) or give a full refund (not easy to obtain but not impossible either after long phone calls and emails exchange)

While I do understand the decision of Norwegian Cruise Line to get rid of the 25% and replaced with a 10% (taking the decision to retain customers under the pressure of desperation by overpromise and underdeliver is never a good idea anyway) I can’t understand the new T&C which doesn’t allow me to get my money back, paid in cash for the first cruise.

Let’s do some maths

First cancelled cruise: £ 5183.64

Second cancelled cruise: £ 7,920.36 (after applying the FCC and the discount £ 5410.30)

Amount paid by me initially: £ 5183.64

Amount received due NCL “generosity”: £ 2510.06

Cash amount paid as a difference by me: £226.66

According to the “new” T&C explained by the agent during the painful phone conversation the only cash refund I’m entitled to is £226.66

Of course, NCL can take back their “generous” bonus of £ 2510.06, are they money (virtual money) giving to kook future bookings and ensure the much-needed cash flow.

What I don’t understand is why now, when I lost the trust in NCL way to conduct business and treat loyal customers I can’t get back my £ 5183.64 and invest this amount in a cruise line which, I believe, are more transparent, with a future and a respect for those keeping the ships at sea!

Of course, for the legal point of view all this numbers are right, NCL for sure got an army of excellent lawyers to cover any potential legal complaints. And at the end of the day when you buy a cruise you accept “the rules of the game”. I am totally fine with that.

The moral aspect of the entire story is something different. In May – June when “no sailing” crisis started to look more damaging than the initial thoughts, the campaign “rebook don’t cancel” created to support the cruise industry was at its peak. I wrote about that, I re-posted and re-twitted every message from cruise lines of bloggers, including NCL, being a stronger believer that the re-bookings and the FCC will keep the ships float, the industry carry on, our favourite type of holiday to have a future. Was not an option, it was a “duty” to re-book my NCL cruise because I trusted the company. And their answer was amazing!

Now, after the success of first MSC sailings and the Royal announcing some test cruises before the end of the year, Norwegian Cruise Line forgot about the loyal supporters and placed profit before customer satisfaction and customer retention.

Of course, next year I will book a cruise with Norwegian cruise Line, just because I want to use my FCC and don’t lose £5000 but I will operate a change in my plans too. Instead of my 5 cruises planned (from 10 in 2021) to sail with NCL will be only one, and MSC and Cunard are strong options for the replacement.

I can feel the bitter taste of an expected divorce but, at the end of the day, it is not my job to explain NCL the well-known rule of customer service: “it’s cheaper to have a return business that to gain new customers” and that their new approach of FCC is just a false economy/profit.

It is time for me to follow your commercial motto: “Feel free to cruise your way!”

Posted in CRUISE CHRONICLES
Tags: cruise, cruise cancellation, cruise during pandemic, FCC, future cruise credit, NCL, Norwegian Cruise Line, re-booking a cruise

THUMBS UP, THUMBS DOWN FOR A DAY AT SEA

•October 7, 2020 • Leave a Comment

For me started to be a tradition all the time when I’m in Canary Islands to book a private boat for a relaxing day at sea. My previous experiences in Gran Canaria with Juanvi and Canarias&Baleares Gay ( www.canariasgay.eu ) were fantastic and even in Tenerife with Blue Boy and Tenerife Sailing Charters ( www.tenerifesailingcharters.com ) the trip was somehow above my expectations.

Therefore, for my end of September trip to Lanzarote I decided to find something similar. Wasn’t an easy task taking in the account how much tourism was affected by the pandemic and the inclusion of Canary islands on the UK “NOT TO GO” list.

After exploring some quite unreliable options I decided to book with Chillout Cruises Lanzarote ( www.chilloutcruise.com ) a half day tour on Margarita II sailing along the bay of Playa Blanca. And here is the verdict of the trip, a mixture of “thumbs up” and “thumbs down” for a day at sea.

THE BOAT

Margarita II is a 16 metre ship which can accommodate a maximum of 12 passengers in different areas: in the back around a table with plenty seating, in the front where comfortable mattresses created a perfect place to take as much sun as you want or on the top deck where you “supervise” the captain during the sailing. Plus you can access the indoor space where a lounge/kitchen, a large cabin and a toilet can give you the feeling of extra-comfort during the cruise. I hired the boat only for 3 of us so was plenty of space to enjoy the 5 hours cruise.

The boat needed a serious cleaning. Bruno, the Captain, was trying to explain me that after my cruise Margarita II will go in a drydock for some “much needed TLC”. I was totally fine with the fact that the pandemic didn’t give the crew the chance for some basic maintenance, but I still believe that some surface cleaning, some dusting, a mop and a bucket with water on the decks and in the toilet can’t be cancelled by any virus or pandemic.

THE HOSTS

Bruno and Sergio were fantastic hosts, charming, polite and extremely friendly, knowing when and how to jump in a conversation and giving us enough information without transforming a “chillout cruise” in a lecture about the island and the Ocean. Was fantastic to have the feeling that you are sailing with your friends not with a hired crew.

THE ITINERARY

When you read the website and the offers of Chillout Cruises immediately you start dreaming about a perfect day with “great music, plenty of drinks and Lanzarote’s never-ending sun. A great BBQ or a selection of tapas in the early evening, and perhaps a few mojitos to chill out while you enjoy the sunset” (www.chilloutcruise.com/)

I decided, as a treat, to pay an extra 50€for a sunset cruise with a departure at 3.00PM. After leaving Playa Blanca we sailed for 30-40 minutes and we stayed docked in front of Papagayo beach for couple of hours enjoying the clear water, the sun and the excellent company of our hosts. When we started sailing again I was excited to experience a “very special evening cruise along the southern coast of Lanzarote, and contemplate a magnificent sunset from the sea with (…) freshly done mojitos as an option, a perfect drink while you relax listening to some music as the day comes to an end.” (www.chilloutcruise.com/). Unfortunately blaming some rebel clouds Bruno turn the boat towards the port after maybe 30 minutes of sailing and give us the chance to enjoy the sunset from the bus in our way back to the hotel.

THE DRINKS

Three thumbs down for the drinks on board just because I didn’t get what I paid for and the quality of what was served, was quite low. For this type of “holiday adventure” and for the price paid the “drinks department” plays an important role in gaining customer satisfaction. I discussed with Bruno before the trip that I am not a beer drinker and Cava, white wine and soft drinks will be perfect. Reaching the agreement before hand didn’t mean that the reality was the expected one.

For the tapas a dubious Sangria was served. In touristic places Sangria is a mix of cheap alcohol, served in exaggerated quantities to be sure that the victims got drunk fast and easy. That was the case on Margarita II. Sergio was filling up the glasses with a Sangria which will make any real Spaniard to be ashamed. I can cope with one of two glasses of a “touristic authentic” Sangria but no more than that. The other option was … water.

For the BBQ Sergio opened a bottle of excellent perfect chilled local white wine. It was a chillout cruise and when the three of us finished the bottle in the middle of the BBQ and asked for another one, the reaction of our hosts was a little bit weird…trying to find excuses (“it is not the same wine”, “it is not cold”) to don’t open the second one. We didn’t dare to ask for more. And by the way the promised/paid Cava, Mojitos or soft drinks were fantastic … but only on the website not on board.

I do understand the during the pandemic the local businesses hit a hard time and sometimes they needed to cut corners in order to survive. But when you promise and charge for something which is not offered, this is more than cutting corners is a “business killer”.

THE FOOD

“Chillout cruises” offers different catering options. When booking your trip on their website you can choose

For €45 a selection of tapas (smoked salmon, local cheese, Iberian ham.) + drinks (cava & local wine) (15.00€)
For €18 a selection of local cheeses + Drinks (Lanzarote wine & Soft Drinks) (6.00€)
For €45 a BBQ (fish: fish of the day, prawns, squid) + Salad + Canarian Potatoes + Drinks (sangría & soft drinks)
For an extra €30 an extended BBQ (ribs, sausages & beef fillets) + Salad + Canarian Potatoes + Drinks (Sangria & soft drinks)

Being our anniversary, we decided for a “full option” with tapas & BBQ and I asked Bruno before booking to skip the beer in the menu and just go for sangria, cava wine and soft drinks, of course without changing the price. Which was easily agreed.

The “tapas” was in fact a delicious plate with cheese and ham which, to be honest, was more than enough to start our trip, especially that we board the ship just after lunch.

THE BBQ was an unexpected pleasant surprise, mastered by Bruno in just couple of minutes. Excellent quality meat, ribs and Chorizo sausages served with papas arrugadas and fresh salad. The only half thumb down was for the fact that before the ride I agreed (and paid) with Bruno for a mixed BBQ with meat and seafood (as mentioned on the website), but maybe the missing seafood wasn’t about cutting corners but saving the sea life!

THE EXTRAS

After anchoring in front of Papagayo beach I enjoyed the real dimension of a “chillout cruise”, because Bruno and Margarita II offer everything you need for a great day at sea: swim, snorkel, paddle surf, fish or just relax on the deck. Something for everybody on board.

Underwater Cam in Lanzarote

VALUE FOR MONEY

Don’t get me wrong I really enjoyed the day spend with Chillout cruises but, when I look back at the excellent experiences I’ve had with www.canariasgay.eu for a similar price (€600 last year for an exclusive modern yacht, tapas, unlimited drinks and a paella on the beach) and when I got the bill for €925.02(£881.96) for my www.chilloutcruise.com adventure I Lanzarote a bitter taste of disappointment labelled the folders with the photos from that day.

Chillout Cruise in Lanzarote

While I do understand the fight for survival of local businesses during the Covid-19 restrictions I can’t stop thinking why some of the local businesses don’t realised that return customers can be a solution for survival.

I am going back to Lanzarote in November and of course I would love to take another private boat trip for a day out at sea. The question is: “Do I choose Chillout cruises (www.chilloutcruise.com) without searching for another deal or not?” I am still thinking of the answer.

Posted in TRAVELER'S NOTES
Tags: Canary Islands, chillout cruise, day cruise, day trips, Lanzarote, rent a boat, rent a catamaran, rent a yacht, tripadvisor

A PERFECT 9 DAYS HOLIDAY FOR 9 REASONS

•October 5, 2020 • Leave a Comment

For the last 10 years and 50+ vacations with different cruise lines, for me a perfect holiday was a 10 day cruise in a nice spacious suite, with a generous all-inclusive package, an interesting itinerary and a personalised real 5-star customer service. A mixed experience in all-inclusive resorts holidays never made this option a top priority of my “do to” list.

Until now. Until I had the chance to spend 9 days at Melia Salinas in Lanzarote.

And let me explain you why in 9 reasons.

REASON 1 – “A warm welcome before arrival”

The communication with the hotel before my arrival was incredible proving that at Melia Salinas they know that the guest’s journey starts in the moment of booking. Messages from Guest Service Department and LEVEL Concierge increased the excitement of the future holiday, made me more familiar with the hotel and the services provided and gave me the feeling that I was “home away from home” before taking off from Heathrow. More important than that a week before my arrival at Melia Salinas I received all that important information regarding the protocols of “Stay Safe with Melia”, an excellent framework created for the comfort and safety of, both, guests and staff. Everything was done in a professional, efficient, friendly manner managing to put me an easy especially when Lanzarote is still on the “NOT TO GO” governmental list.

REASON 2 – “Check-in”

After a long journey, the arrival and check-in are maybe the most important part of the customer service journey. You want to walk in and feel recognised, attended to, and most importantly welcomed. It is an important touchpoint between a hotel and guest, is the moment where the guest’s initial impressions are formed — and, as we all know, first impressions count.

After getting over the magic landscape of Lanzarote saw during my transfer from the airport and the impressive entrance of the hotel, stepping in the luxurious lobby of Melia Salinas made for sure an impression. But that was just the beginning!

When chatting with the driver about my return journey a staff member of the Reception team pick-up my luggage and invited me at the LEVEL check-in desk. Carina and Abel, mastering to perfection the charm and professionalism of genuine hosts started the check-in procedures. As I check-in on-line before my arrival (which is always a great idea and Melia gives you extra points to your account for doing so), everything was just pure formality but done in a very elegant yet friendly way. While I was enjoying a glass of cold Cava, Carina explained me the new protocols in the hotel. Was more a chat about how I can enjoy at maximum the hotel’s facilities, than a list of “DO NOT!” things (like my later experience at RIU Plaza Espana).

A quick yet genuine welcome from the Assistant General Manager JISKE JAGER rounded the feeling that I was not just a reservation confirmation number, but a guest of a wonderful hotel. While some guests might want to skip the chitchat and get to their room pronto, a warm welcome never fails to start a hotel-guest relationship on the right foot.

While my luggage was sent to my room, Abel took the role of guiding me to VILLA Magdalena, my home away from home for the next 8 nights. In a 5 minute walk I found everything I needed about the hotel and services from Abel and the introduction to my accommodation was done in a very informative and not-rushed manner, respecting at the same time my hidden dream/need of jumping in the shower.

What a perfect start of my holiday!

Check-in Experience at Melia salinas

REASON 3– The Hotel

Melia Salinas is far from being a huge resort specialised in mass-produced package holiday experience. It is a place with a very powerful idiosyncratic, not to say eccentric, personality, bearing the legacy of Manrique and Higueras in every corner (you can read more about the hotel on my blog)

The hotel exudes magic and the array of luxury facilities for sure will kidnap every guest’s attention. But maybe after a day or two, when the pampering and comfort will be started to be a daily routine you will find some time to discover the story behind this magnificent building. Classic and elegant, yet modern and functional, this complex is a true reflection of the stories that comprise it. And I was lucky enough, one day, to have ERNESTO GUERRA, General as an excellent guide truly in love with his “little office”.

REASON 4 – Magdalena Villa

Fully renovated in 2018, the 272 rooms of the Meliá Salinas are divided into 214 doubles, 18 junior suites, 28 master suites, 9 garden villas, and 1 presidential garden villa. All decorated in a stylish, modern design combining marble and the most elegant furniture and an endless range of details and facilities to ensure you are perfectly comfortable and provided with all you will need.

The jump in quality from the suites to the private villas is tremendous. If the master suite takes your breath away, then the villas could cure a serious bout of hiccups. Designed by architect Álvaro Sans, these chalets, apart from being majestically constructed with enviable furnishings, also offer 24-hour personalized service.

My choice this time was Villa Magdalena located at the end of the LEVEL complex, with a perfect balance of seclusion, distance to hotel’s bars and restaurants and an unrivalled opening to the beach and the Ocean having an exotic botanical garden as a buffer zone. A perfect choice for those seeking privacy combined with the best service of a top-class hotel.

Most of the time the guests look at these villas as perfect luxurious accommodation options for their holidays. Fortunately chatting with VIRGINIE CORTHALS, Guest Experience Manger (you can read more about the villa on my blog) I discovered the story behind this gorgeous accommodation.

REASON 5 – All-inclusive package

Melia Salinas reinvented the tarnished image of “all-inclusive”, bringing together quality, variety, style and a touch of luxury, mixing in their approach to “all-inclusive” concept a fantastic infusion of international and local influences. Each moment of the day spent here was part of this unique concept, making the entire experience not only an excellent value for money but an unforgettable happening too. (you can read more about the all-inclusive option on my blog)

REASON 6 – Housekeeping

Nothing repels hotel guests more than poor housekeeping; cleanliness sets a huge impression for quality and demonstrates to guests how much the hotel really cares about their stay. According to statistics 97 per cent of travellers say cleanliness is an important factor when booking accommodation, and just one negative review can lose hotels around 30 guests, according to recent studies.

At Melia Salinas the housekeeping is at its highest standards both in the guests’ rooms and public areas. The hotel is sparkling clean and both, the basics and attention to details have a capital importance in the philosophy of the housekeeping department for the main service and the turn-down fine tuning.

Now, more than before, the pandemic place every hotel in the position to remove some of their special touches (decorations, amenities, room’s adds on ) and the new protocols brought the presence of masks, gloves and hand-sanitizers which can add an unwanted dimension to our holidays.

But, at Melia Salinas, using the excellent framework “Stay Safe with Melia” the comfort and the safety were tailored to guests’ expectations. Nothing was too much for the housekeeping team, every item missing but needed was provided on request, the extra-cleaning was done in an-intrusive manner and indeed the concept “my room, my temple” is a comfortable and safe reality.

I always had a bad feeling about hand-sanitizers: they are sticky, smelly … a kind of a “needed unpleasantry”. But at Melia Salinas I was looking for any opportunity (and they were everywhere) to use the hand-sanitizer – a local product with aloe vera (the green juicy star of Lanzarote) which on top of the expected disinfection function (99% alcohol) smelled lovely and was like a free organic hands treatment.

REASON 7 – THE LEVEL

The Level It is the most exclusive service offered by the Meliá to provide its most distinguished guests with unique VIP treatment, offering a range of superior quality personalised and luxurious services.

At Melia Salinas this concept was raised to a different … level in both hard and soft products. This most exclusive hotel service provide guests with a wide range of special personalised services and unique attributes offering unforgettable experience in superbly located and equipped rooms and suites, and excellent private areas specially reserved for The Level guests: The Level Lounge – a distinguished private area with a host of services and special facilities of The Level private pool with a choice of premium-brand sunscreens, and the chance to book a Bali bed with Pool Bar service.

Here THE LEVEL is a hotel within a hotel, reminding me of the concepts on MSC (Yacht Club) or NCL (The Haven) where luxury and pampering are just daily routines.

REASON 8 – MAGIC TOUCHES

Didn’t take too long to understand that at Melia Salinas everybody understands the key behaviours and attributes which make the difference between a good experience and a great one for their guests. And each member of the team plays an active role in the business of creating ‘memories’ for their customers.

It’s like Christmas every day when you discover after the morning service or after the evening turn -down a little surprise in your room: a plate with local cheese, a mix of nuts and dried berries, some sweets or fresh fruits. Everything presented in a spectacular way. And you know the old say: “All you need is love. But a little chocolate now and then doesn’t hurt!”

I will never forget the “welcome drink” in my room. Normally some wine or a local drink will be a WOW moment. But at Melia Salinas an interactive dimension was added and, in my room,, I had the chance of a remote mixology lesson, the welcome drink being a local cocktail which I prepared myself having the ingredients and the recipe provided by the Guest Experience team.

Welcome Cocktail at Melia Salinas

Or the amazing surprise organised for me on the night when my partner and myself were celebrating our 20^th anniversary. On that night I didn’t have the feeling that I was in a hotel. I was HOME celebrating a special moment with FRIENDS and FAMILY. And that’s says a lot about Melia Salinas!

Surprise Anniversary Party at Melia Salinas

Mixing the “brilliant basics” (quality of hard and soft product, impeccable cleanliness, great customer service, attention to details) with these magic touches transforms Melia Salinas from an all-inclusive resort in a DESTINATION!

If I will have to choose one single reason for returning to Melia Salinas, for sure that will be the SALINAS TEAM!

From my arrival until the moment when I started my journey back home, I was amazed at how genuinely kind the entire staff is. From thoughtful greetings to personally following up on special requests everybody at Mela Salinas feel more like family than employees, keeping a perfect balance between being professional and being friendly.

Normally great hotels put their customers at the forefront of their operation, but at Melia Salinas guest satisfaction is the heart of a daily routine. And you can feel that everywhere.

Here is so easy to realise that the entire team at Melia Salinas love the hotel and their jobs. It is an unwritten rule a hospitality that if f a customer is unfortunate enough to have a bad experience, for any reason, you need to make sure it’s made easy and clear for them to tell you about it.

From restaurant and bar staff to management everybody at Melia Salinas are genuinely interested in the dimension of your experience at the hotel. I saw during my stay ERNESTO GUERRA – General Manager, JISKE JAGER – Assistant General Manager and VIRGINIE CORTHALS, Guest Experience Manger walking around and interacting with guests, always open to feedback and suggestion, ensuring in a relax yet professional way that their quality is on par with the guests’ expectations.

Interview with Ernesto Guerra, General Manager, Melia Salinas

During the pandemic the masks in theory covers one of the few non-verbal communications that translates between cultures: THE SMILE. The human smile exerts enormous influence on the perceptions of those with whom we interact. Research has demonstrated that “service with a smile” isn’t just a catchphrase – it’s a proven approach for elevating customer satisfaction.

The “blue barrier” had a huge impact on both sides of hospitality business. For me, as a guest, it’s more difficult to sense if the staff are welcoming, approachable, friendly, or cheerful. For them, it’s more difficult to sense if I am satisfied, delighted, frustrated or annoyed.

At Melia Salinas all these problems were solved with grace and professionalism. That gesture with the hand on the chest showing appreciation and thanks complemented the spoken word, providing visual context to whatever was being communicated, values more than 1001 words. Smiles may be hidden behind a face mask, but the eyes aren’t and the team at Melia Salinas know how to “smile with their eyes”. Smiles may be hidden behind a face mask, but the passion and professionalism can transcend any barriers.

A team considering EXCELLENCE as a DAILY ROUTINE

I know that some of my “cruising” friends will be shocked and/or upset but I am confident in saying that my stay at Melia Salinas in Lanzarote was better than any cruises I took and I will have, in the future, a lot of thinking to do, before deciding my next holiday: a cruise or a slice of Paradise at Melia Salinas.

Post Scriptum: For all those still contemplating how safe is to go in holiday in Canary Islands when daddy from No. 10 is telling you not to go here is the proof that if you were a mask, if you protect yourself and the others, if you respect the rules, of better and easier if you follow “Stay Safe with Melia” as a Holiday Bible – COVID-19 edition you will always be on the safe side.

My Covid test done after returning from Lanzarote came yesterday: NEGATIVE !

Q.E.D.

Posted in TRAVELER'S NOTES
Tags: #holiday, #Melia, #travel, #tripadvisor, all-inclusive holidays, Jet2 Holidays, luxury holiday, luxury holidays, luxury hotel, luxury hotels, Melia Hotels, Melia Resorts, Melia rewards, Melia Salinas, travel, travel during covid, tripadvisor, TUI Holidays

AN ELEGANT GASTRONOMIC ADVENTURE

•October 4, 2020 • Leave a Comment

A night at “LEVEL – A La carte” restaurant, Melia Salinas

An “all-inclusive” package at Melia Salinas will guarantee you access to an extraordinary culinary experience during your entire stay, with amazing breakfasts, lunches and dinners.

But if one day (or maybe more) you want to enter a different world of flavours, a booking to the “LEVEL – A La carte” restaurant will give you the chance to embrace an exquisite cuisine culture for food sensations, whatever takes your mood.

If you don’t have a reason for a treat, invent one, you have at Melia Salinas the perfect holiday at the end of the day!

The LEVEL Lounge shows here it’s amazing versatility. The metamorphosis of the efficient bright area for LEVEL guests’ breakfast into a stylish dining space touched by an understated elegance is incredible. If you had breakfast that morning in the Lounge will be difficult, if not impossible to recognise the dining version of it. The accent lighting adds a personal flourish to the space, creating the right atmosphere for a sophisticated but relaxed dinner.

At the entrance the Maître D was waiting for me with a glass with Cava and after checking the reservation (don’t forget to book a table if you don’t want to be disappointed), he guided into the restaurant and giving me the choice of having a table in the elegant indoor area or one on the terrace with the breath-taking views of the Ocean. I decided for the outdoor option enjoying the shadows of the night on the next-door beach and the view of the incredible staircase designed by Fernando Higueras, seen now from a completely different angle.

Due to the pandemic and in line with the protocols of “Stay Safe with Melia” the classical menus were replaced with the more efficient QR code (so, don’t forget your smartphone). But our waiter was ready to replace the technology with a personal touch having plenty of recommendations for my dinner, proving not only strong product knowledge but bring to my attention the local products and the traditional cuisine.

I never been impressed by a multi-page menu which once reigned supreme in a restaurant. Though you may not realize it at first, a smaller menu can help you gain clarity on restaurant’s dining concept. A smaller menu not only easier makes the decision process easier for me, but it can also help increase the perception of quality. We all know that restaurants can’t be everything to everyone, and a large menu size can make it seem as though the Chef’s efforts are not focused. By limiting the menu to just a few offerings, it sends a message to guests that these dishes are restaurant’s specialties.

“LEVEL – A La carte” at Melia Salinas designed a successful formula for their menu.

To open your culinary celebration you can chose from 5 delicious starters, from the local “stars” Papas arrugadas with Mojo and the basic but delicious Pimientos de Padron cooked with Janubio salt to a Grilled smoked Canarian cheese on tomato compote or Coca escalivada – the typical Catalan pizza-like pastry with fresh basil and truffle aroma. Prices from 8 to 12 Euros.

For the main dish you have a choice of 2 fish/seafood options (“cherne”/bass grouper or octopus) and meat options (duck or veal) all of them cooked to perfection with prices between 16 to 18 Euros.

And you can end your culinary adventure choosing one of the three deserts options with prices between 5 and 7 Euros.

Without being overwhelming the wine list has an excellent selection of international, Spanish and Canarian wines, all at very decent prices.

THE LEVEL Restaurant Menu, Melia Salinas

But let me tell you about my choice:

I started with a delicious “Timbal de aguacate y verduras de temporada con salmon de Uga y vinagreta de mango” ( 12 Euros) – the rich, buttery and creamy avocado, the smoky touch with a hint of the sea salt from the Janubio salt flats added to the fine texture of the salmon and the delicate zest of the mango vinaigrette created an exquisite starter big enough to open you appetite for the main course but small enough to leave space for the next culinary surprise.

When at Melia Salinas you need to try the delicious salmon just because Lanzarote is home to one of the best smoked salmons in the world. In the town of Uga, for more than 40 years, they use top-quality Norwegian and Scottish salmon and smoke it using sea salt from the Janubio salt flats, achieving the best flavour.

For the main course I decided for “Rejo de pulpo asado sobre crema de batatas y lagrimas de alioli” (18.50 Euros) The octopus was perfectly grilled, tender, succulent, with a crispy outside and a slightly smoky flavour. As the grilled octopus flavour is mostly influenced by the ingredients used along with it and the cooking method, the idea of placing the generous portion on a bed of sweet potato cream was great and the drops “alioli” added a flavour snap to the combination.

therefore I ordered TWO deserts: “Sorbete de mojito con aloe vera y toques de menta fresca” (5.50 Euros) and “Mousse de queso en cilindro de chocolate blanco sobre marmelada de cactus” (6.50 Euros) it is hard to say which one was my favourite. The fresh taste of mint, zesty lime juice and white rum from the classic cocktail transformed into a fat-free dessert with the unexpected twist of slightly bitter, watery, with an acidic yet sweetish bite at the end added by the local aloe vera. Or the richer, fluffier texture and milder flavour of the cheese mousse perfectly contained and controlled by the suave, subtle taste of the white chocolate.

My choice for wine was “Vulcano de Lanzarote”, a local product, with a good structure in the mouth, fresh, a pleasant fruity and floral aroma and balanced acidity, which had a long and persistent flavour of white flowers (jasmin & manzanilla). Perfect choice for my fish/seafood choice for dinner.

If you add at all of this the elegant relaxed, with a pleasant smile service you will get the full image of a perfect night in “LEVEL – A La carte” restaurant at Melia Salinas. But, once again, don’t forget to book in advance. The restaurant is open only on Friday and Saturday and you can’t miss this exquisite experience.

Dinner at THE LEVEL – A la carte Restaurant, Melia Salinas

Posted in TRAVELER'S NOTES
Tags: a la carte restaurant, Canary Islands, dinner, gastronomic experience, Jet2 Holidays, Lanzarote, Melia Hotels, Melia Resorts, Melia rewards, Melia Salinas, restaurant, travel, TUI Holidays