Overall, a disappointing experience with this hotel, which I partly blame Hotels.com for the marketing of their, so called, VIP Gold Service. We chose this property on the basis that we should get a free upgrade and late checkout, albeit, subject to availability. I understand that busy hotels cannot always offer this, however, you would expect a commensurate alternative incentive to be offered in the event that the hotel was full e.g. a complimentary meal in their 'a la carte' restaurant instead of the cheap bottle of Rioja which was left in the room on arrival (with no corkscrew to open it!).
As for the hotel itself, I'm not sure how it can consider itself to be a 5 star property when there are a number of 4 star properties in the vicinity e.g. Lopesan Villa del Conde, which I would consider at least as good as this one.
Some examples of issues include:
Wifi - only available in your room once you have gone back to reception to ask for the code!
No Kettle in the room. Again, you have to go and ask for it.
Dining options are very limited. They only offered a buffet service on HB. Even upgrading to their Privilege service meant you only got 50% off in their A La Carte restaurant.
I checked some other 5 star properties in the resort and most offered multiple dining options e.g. Riu Meloneras Palace.
I would say, however, that the service staff were very friendly and helpful.
Would we go back to Meloneras? most definitely
Would we stay at this property? most definitely not