Gran Melia Iguazú

Dave Turner5 months ago

2/5

The hotel is situated perfectly and boasts a lovely setting. Regrettably, the presence of a single staff member can significantly diminish an otherwise outstanding stay. As we checked into our three rooms, we encountered an issue with Luis Perez at the front desk. He immediately pushed for an expensive upgrade, in front of our children and elderly parent. We had originally booked a club lounge for one room plus connecting family rooms with a waterfall view for the other two rooms, which was essential due to our two special needs kids. When we declined the $1000 per night upgrade, Luis was visibly disappointed and informed us that we only had jungle view rooms and demanded an extra $500 per night for waterfall view rooms. We had proof of our prior bookings and payments for the waterfall view rooms, but he then insisted that our rooms weren’t adjoining with our children’s. This frustrating situation dragged on until 9 pm, with no room assigned, until our travel agent intervened to ensure we received what we had originally booked and paid for. To make matters worse, we encountered issues with meal charges, despite having opted for Full Board (all-inclusive meals). We had to request staff twice to remove these erroneous charges from our bills. It seemed like there was a culture of upselling and overcharging among the staff. It’s truly disappointing that the actions of one or two rogue staff members can tarnish an otherwise delightful stay. On a positive note, the food and drinks was excellent, and the wait staff were attentive and courteous. However, Luis Perez at the Red Lounge displayed an arrogant and obnoxious attitude and his poor attitude reflects very badly for this hotel.