What are our guests' most frequent inquiries?

• Are the family pool & kids pools heated?
  
  
  • Monday, 13 January 2020
  • Good afternoon,
    
    Thank you for your kind interest in the Gran Meliá Palacio de Isora.
    
    Concerning your query, both pools are heated between 26 and 28ºC.
    
    
    Daniela Cruz
    Agente de Reservas / Reservations Agent
    Hotel Palacio de Isora, a Gran Meliá hotel
    Red Level at Hotel Palacio de Isora, a Gran Meliá hotel
    
    
    

  ---

• What does the all-inclusive package offer?
  
  
  • Wednesday, 4 March 2020
  • All Inclusive includes: breakfast, sweet snacks, lunch, salty snacks, dinner + drinks at meals and during the day.

  ---

• What drinks are included in All inclusive?
  
  
  • Wednesday, 22 January 2020
  • Good afernoon,
    
    There are alcoholic and non-alcoholic drinks included, as Cocktails, whiskies, spirits, cognac, vodka, tequila, gin, rum, beers, refreshments, wines, hot beverages, milkshakes, smoothies, slush and ice cream scoops.
    
    Daniela Cruz
    
    Reservation agent

  ---

• What is the weather like in early April? What temperature is the pool?
  
  
  • Thursday, 16 January 2020
  • Good morning,
    
    Thank you for your kind interest in the Gran Meliá Palacio de Isora.
    
    In early april, the temperature in Alcala, the town where the hotel is located, is around 16 – 24ºC.
    
    All our swimming pools are heated (about 26 – 28ºC) except for the Infinity Pool which is sea water and it is the same temperature as the sea.
    
    Best regards,
    
    Daniela Cruz
    Agente de Reservas / Reservations Agent
    Hotel Palacio de Isora, a Gran Meliá hotel
    Red Level at Hotel Palacio de Isora, a Gran Meliá hotel
    

  ---

• Hi.Is parking available for payment?
  
  
  • Friday, 21 February 2020
  • We offer underground parking for our entire guest of the hotel with an extra cost of 12EUR per night.

  ---

• I need a price for the red area
  
  
  • Thursday, 13 February 2020
  • Good afternoon,
    
    You can find our rates in our web page of in booking com at Red Level at Gran Melia palacio de Isora.

  ---

• What is the best way to get to your hotel from TFN airport. How much should it roughly cost?
  
  
  • Friday, 28 February 2020
  • You have the option to get a regular taxi from about 130€ from/to Tenerife North Airport or, if you prefer, we can arrange a private transfer from 160,50€ (1-4 people) from/to Tenerife North Airport .

  ---

• Hi Please confirm if I can book a red level room with my 13 year old son or is it adults only?
  
  
  • Wednesday, 2 August 2023
  • The Red Level access is for only adults - 16 years and older only.

  ---

• how easy is it to go to day tours without car or taxi and do you organize any ?
  
  
  • Thursday, 24 November 2022
  • Thank for contanting Gran Meliá Palacio de Isora.
    There are different options and tours. Our Guest experience department will be able to offer you different companies and activities.
    

  ---

• Hi do you do all inclusive
  
  
  • Saturday, 7 October 2023
  • The All Inclusive pension is available with a minimun of stay.
    Depending on requested period.

  ---

• Hi, do you offer a cot for the room if requested? We have a 1 year old and not having to bring our travel cot saves a lot of hassle! Thank you
  
  
  • Saturday, 2 September 2023
  • We would like to inform you that we provide a cot for the room.

  ---

• Do you have 100% private pool ?
  
  
  • Thursday, 13 February 2020
  • Good afternoon,
    
    We have Villas available with their own pool.

  ---

• Hello, are kids of 2y allowed in the indoor pool?
  
  
  • Saturday, 5 November 2022
  • From 5 years old
    Admission to the spa is for children during family hours from
    10:00 to 10:50.
    11:00 a 11:50
    *Admission with extra charge

  ---

• What restaurants are included in the half board rate and is there a restricted menu?
  
  
  • Tuesday, 11 February 2025
  • - Food Market Pangea (Buffet)
    
    - Oasis - Mediterranean cuisine restaurant,
    
    
    - L'Olio - Italian restaurant
    
    - Nami - Asian restaurant

  ---

• What are priorities for families with kids on the Red level?
  
  
  • Sunday, 9 February 2025
  • We inform you about the Red Level for Families benefits.
    • Superior room in Red Level for Families area.
    • Red Level for Families concierge service at your entire disposal.
    • Access to Red Level Family exclusive lounge from 11: 00 to 19:00
    ...

  ---

• Hi, I would like to ask is double room with sofa can accommodate 2 adults and 2 kids(3 and 6 years old)? Thank u
  
  
  • Wednesday, 2 August 2023
  • Thank you for your enquiry.
    We would like to inform you that the permitted occupancy is two adults and two children.
    A sofa bed and a extra bed will be provided.

  ---

• Do you do twin beds?. We are friends and do not want to share. Preference would be 2 double beds
  
  
  • Monday, 16 October 2023
  • The type of bed will be noted as a request. We have the option of King or Twin beds. Subject to availability and cannot be fully guaranteed prior to arrival.

  ---

• Hi, how much to charge for a small dog. Thanks
  
  
  • Monday, 18 November 2024
  • Dear,
    
    Thank you for contacting Gran Melia Palacio de Isora.
    
    The rate will be 80€/day. We can send you the pet information if you provide us a contact.
    
    At your disposal.
    
    Best regards,

  ---

• Hallo Can we Book the red Level suit with n 1 year old Child? And have you for the Suite an extra bed for Babys ?
  
  
  • Tuesday, 7 January 2025
  • Dear,
    
    Yes, you can book the Red Level Suite Ocean or Resort View with one baby and it will be a cot in the room, sure.
    
    Thank you.
    
    Best regards,

  ---

• Are all the restaurants included in the all inclusive rate ?
  
  
  • Monday, 18 November 2024
  • Dear,
    
    Could you, please, send us a contact to send you the brochure with the AI?.
    
    At your disposal.
    
    Best regards,

  ---

• Hi. There are two outdoor pools. Can kids swim in both?
  
  
  • Monday, 3 February 2025
  • Dear,
    
    Thank you for contacting Gran Melia Palacio de Isora.
    
    Kids can go to the pool but not to the Only Adults one.
    
    Thank you.
    
    Best regards,

  ---

• Hi, if i choose a stay for 4 nights all inclusive, do i get to use the spa(sauna steam room indoor pool) free of charge or is it extra?
  
  
  • Tuesday, 14 January 2025
  • Dear,
    
    This offer applies per person & per stay. Valid for bookings made on Melia , our APP or our Contact Center. Minimum length of stay of 5 nights applies. Applicable Only for All inclusive bookings. Access only for 16 years old.
    
    Thank you.

  ---

• Hi, Is your kids club included? My twins will be 3 years old and 5 months. Can they go?
  
  
  • Wednesday, 15 January 2025
  • Dear,
    
    There is baby club and kids club. Baby club is from 8 months till 4 years old and it has an extra cost.
    
    Thank you.
    
    Best regards,

  ---

• Hello ..please advise if your swimming pools are heated ..we have booked for January
  
  
  • Monday, 16 December 2024
  • Dear,
    
    Thank you for contacting Gran Melia Palacio de Isora.
    
    The pools are heated during the whole year between 25-27 degrees. The main infinity pool (biggest in Europe) is not heated and it is salt water.
    
    Thank you.
    
    Best regards,
    
    

  ---

• Hi, do you provide a baby cot if requested? We have a 1 year old and not bringing the cot with us would reduce a lot if hussle. Thank you
  
  
  • Monday, 6 January 2025
  • Dear,
    
    Thank you for contacting Gran Melia Palacio de Isora.
    
    Yes, we can put a cot in the room. We need your reference booking number,
    
    Thank you.
    
    Best regards,

  ---

• Ok, thank you for your answer! And wen we Book the red Level suit can we use every Restaurant an the red Level Lounge with the 1 year old Child ?
  
  
  • Thursday, 9 January 2025
  • Dear,
    
    Depends on the board you book, you have access to all Restaurants or not. Half Board or All Inclusive. There are 2 Restaurants (Bistro and Le Terrace) which are Only Adults.
    
    Thank you.
    
    Best regards,
    

  ---

• How is the kids club? For what age ? What activities?
  
  
  • Thursday, 6 February 2025
  • Dear,
    
    From 5-11 y/o. Depends on the week, the Animation Department has different schedules every week.
    
    Thank you.
    
    Best regards,

  ---

• Do you have interconnecting rooms for families?
  
  
  • Tuesday, 18 February 2025
  • Dear,
    
    We do not have interconnecting rooms in the Hotel just 2 Bedroom rooms.
    
    Thank you.
    
    Best regards,

  ---

• Is the spa open and free for guests to use? I will be there 22-24 November. Do you have a treatment menu?
  
  
  • Monday, 11 November 2024
  • Dear guest,
    Thank you for contacting with Gran Melia Palacio de Isora.
    In this case the Spa has an extra cost. Please, contact directly with the hotel.
    Thank you

  ---

• Hi, I am looking at booking half board. do you offer halal food?
  
  
  • Thursday, 5 December 2024
  • Dear. You have to request in advance and get in touch with our Guest Experience colleagues to manage it, please.
    
    Best regards,

  ---

• Hi, we are 3 adults and 2 kids, 4 and 5 years old. Are your deluxe rooms interconnecting rooms that would accommodate us? If so how can I book?
  
  
  • Monday, 30 September 2024
  • Dear,
    
    There is no interconnecting rooms. You must book a 2 bedrooms room to be all in the same room.
    
    We are at your disposal.
    
    Best regards,

  ---

• Do you have pur?ed foods and bottle sterilizers for babies?
  
  
  • Wednesday, 8 January 2025
  • Dear,
    
    Thank you for contacting Gran Melia Palacio de Isora.
    
    Please, contact Reception directly for further assistance.
    
    Best regards,

  ---

• Hi do you provide a crib?
  
  
  • Monday, 16 December 2024
  • Dear,
    
    Thank you for contacting Gran Melia Palacio de Isora.
    
    We provide cots for babies, sure.
    
    Thank you.
    
    Best regards,

  ---

• Is there a beach access? Is the beach sandy or rocky?
  
  
  • Saturday, 30 November 2024
  • Dear,
    
    There is a few little beaches close to the Hotel and are black sandy, yes.
    
    Thank you.
    
    Best regards,

  ---

• Can children aged 8 visit the spa centre?
  
  
  • Tuesday, 19 November 2024
  • Dear,
    
    Thank you for contacting Gran Melia Palacio de Isora.
    
    Children from 5 y/o can entry to the SPA.
    
    Thank you.
    
    Best regards,

  ---

• Good evening, I hope you are well! Is your WIfi secured? What I mean, is it password protected? Thank you! As it is required for my work
  
  
  • Monday, 23 December 2024
  • Dear,
    
    Thank you for contacting Gran Melia Palacio de Isora.
    
    We are quite sure that yes but check directly with Reception at the arrival, please.
    
    Thank you.
    
    Best regards,

  ---

• Hi, we are looking to book a stay here, do you offer a cot for our 8 month old baby? If yes, is that in any room? Also, will restaurants have high chairs? Thank you
  
  
  • Monday, 17 February 2025
  • Dear.
    
    We offer free cots under availability for sure in all the rooms.
    
    We guess that yes for the restaurants also but, please, share with us in reception to tell you 100% sure.
    
    Thank you.
    
    Best regards,

  ---

• Hello there, May I ask how I book for the Spa? What are the packages and rates please? Thank you!
  
  
  • Thursday, 6 February 2025
  • Dear,
    
    There many services in the SPA. We can send you if you want.
    
    Thank you.
    
    Best regards,

  ---

• Are all pools and restaurants open in February? Thanks
  
  
  • Monday, 9 December 2024
  • Dear,
    
    Thank you for contacting Gran Melia Palacio.
    
    The Hotel´s services are running during the whole year so it is fine, sure.
    
    Thank you.
    
    Best regards,

  ---

• All-inclusive
  
  
  • Monday, 14 October 2024
  • Dear,
    
    How may we assist you, please?.
    
    At your disposal.
    
    Best regards,

  ---

• What is the Minimum age for the gym?
  
  
  • Saturday, 15 February 2025
  • Dear,
    
    The minimum age for the gym is 16 y/o.
    
    Thank you.
    
    Best regards,

  ---

• Hi how far from airport are you
  
  
  • Monday, 13 January 2025
  • Dear,
    
    Thank you for contacting Gran Melia Palacio de Isora.
    
    Regarding your request, we want to inform you that we are 25-30 minutes from South Airport and around 60 minutes from North Airport.
    
    Thank you.
    
    Best regards,

  ---

• which restaurants, bars and facilities are included in your all inclusive offer? is the entire menu free in those restaurants and bars?
  
  
  • Monday, 16 December 2024
  • Dear,
    
    Regarding the Al plan, includes breakfast, lunch, dinner, morning and afternoon snacks, and house drinks. The restaurants include in the AI are: Food Market Pangea (Buffet)- Oasis, Mediterranean - L’Olio, Italian - Nami, Asian - Agave, Mexican

  ---

• Can I book 1 room for red level accommodation for 3 adults and 1 x 14 year old? I see it has enough beds to accommodate but want to check first
  
  
  • Friday, 18 October 2024
  • Dear,
    
    It would be 4 adults and has to be a in Red Level for families because it is under 16 y/o and must be a 2 bedrooms room if there is availability.
    
    At your disposal.
    
    Best regards,

  ---

• Hi what does half board include v full board?
  
  
  • Thursday, 17 October 2024
  • Dear,
    
    Half Board includes Breakfast and Dinner, not drinks.
    
    All Inclusive includes Breakfast, Lunch and Dinner + Drinks and snacks
    
    At your disposal.
    
    Best regards,

  ---

• Hi are all room rates all inclusive? Thanks
  
  
  • Thursday, 30 April 2026
  • Good Afternoon
    
    We have Bed and Breakfast, Half Board and All Inclusive Basis based in the Gran Melia Palacio de Isora Site
    
    Thank you
    
    Best Regards
    
    Reservation Agent
    
    

  ---

• Hi there, Can I book the double deluxe bedroom with partial sea view and request a cot bed as well?
  
  
  • Thursday, 30 April 2026
  • Good Afternoon
    
    The capacity in the Deluxe Room is for 2 adults and 2 children ages 2-11 or 2 adults and 1 baby. Once you make the booking indciate you require a cot
    
    Thank you
    
    Best Regards
    
    Maria Reservation Agent

  ---