The Brand Promise of AFFILIATED by Meliá
AFFILIATED by Meliá is a curated portfolio of independent hotels. While each property reflects its own distinctive character, all are united by Melía’s brand leadership and values.
Discover AFFILIATED by Meliá in a range of inspiring destinations across Europe, from vibrant cultural capitals with a range of culinary offerings, to idyllic holiday destinations immersed in nature.
Our priority is to provide a warm, inviting, and welcoming atmosphere for our guests. More than just a hotel, AFFILIATED by Meliá is a home away from home. A sanctuary of tranquility and relaxation, where guests feel secure and pampered thanks to our signature commitment to exceptional service.
Elevated further by our insider knowledge of each locale, a dedication to sustainable practices and the environment, and meticulous attention to detail, we aim to create an experience that will bring our guests back again and again.
At Melía Hotels International, our guests are at the heart of everything we do. At AFFILIATED, this heart beats to a special rhythm: one that is sustainable, thoughtful, and welcoming.
A rhythm that allows our guests to feel calm, independent, connected to nature, pampered, cosmopolitan, and welcomed.
Our actions define this pulse.
These actions are an embodiment of our identity, allowing our guests to feel our essence and experience the fulfillment of our brand promise.
For each action is a pulse, a heartbeat, a forward momentum that sets the rhythm of AFFILIATED by Meliá.
Can you feel it?
Let's help our guests feel our heartbeat.
At the heart of the AFFILIATED by Meliá brand is the desire to create a home away from home for our guests, no matter how far they travel, through these key attributes:
SUSTAINABILITY
THOUGHTFULNESS
LOCAL CULTURE
PEACEFULNESS
Touch points
From arrival to departure, every interaction a guest has with our hotel contributes to their overall experience. It is therefore vital that each touch spoint reflects the essence of our brand. These points of contact, or touch points, are crucial opportunities for us to help shape our guests' experience and reinforce our brand identity.
I’ll recognize you as a regular guest or Rewards member and greet you accordingly, to show our appreciation.
During check-in, I’ll take the time to get to know you better by asking if you are familiar with our city, what your needs are, and what you plan to do during your stay, demonstrating our interest in understanding and meeting your expectations.
I’ll guide you to services that may be of interest to you based on the purpose of your visit, so that you feel supported.
I’ll personalize the check-in experience for your family by interacting with your children, making them feel recognized and welcome.
I’ll create a welcoming ambiance that engages your senses senses through the room's aesthetics, fragrance, and meticulous arrangement, allowing you to enjoy a truly immersive experience.
If you have any requests not previously included, please do not hesitate to contact us and we will be happy to provide you with the options available at the hotel; for example, arranging a bottle of cava to celebrate your anniversary.
I’ll encourage you to call the Guest Service Line if you have any questions during your stay. We are always here to assist you.
I’ll answer all of your questions about the hotel, such as restaurant hours and other amenities, to ensure you are well-informed.
I’ll notify you if your request is delayed so that you can adjust your plans accordingly.
I’ll be polite and cheerful when I call you in the morning to wake you up at your requested time.
I’ll collaborate with our chef to accommodate any special dietary requirements, ensuring your needs are met.
I’ll offer assistance with anything you may need during your breakfast, lunch, or dinner service, ensuring your comfort and satisfaction.
Before delivering your order, I’ll ensure that everything is perfect, from the temperature of the dishes to the placement of the cutlery.
Beverages such as milk and juice (for your children) are always available during the breakfast buffet service, making you feel at home during your stay.
I am knowledgeable about and offer dishes that represent our local culinary culture.
I’ll highlight healthy options, as the well-being of our guests is important to us.
I’ll greet you with a warm smile, direct eye contact, and use your family name to make you feel welcome.
I’ll inquire about how we could have further enhanced your dining experience. The service concludes when the guest returns to our restaurant.
In addition to the buffet restaurant, a snack menu is available available in some cases, allowing you to enjoy our dining services outside of buffet hours.
I’ll consider various dietary guidelines and requirements when preparing meals.
I’ll share my passion for wine with you. I’ll offer suggestions based on your tastes, highlighting appealing characteristics that align with your preferences. I’ll do this in an engaging and genuine manner. I’ll convey enthusiasm and passion in my recommendations.
I’ll thank you for dining with us and wish you a pleasant stay. We are delighted to have you as our guest.
If you have any specific culinary requests for an event, we are happy to discuss them with you and assist you with the arrangements.
I’ll offer you one of our best tables when I see that you are celebrating a special occasion.
I am knowledgeable about and offer a selection of quality wines that I believe will enhance your experience.
I’ll use my rapport with you to understand your preferences, providing personalized service.
I’ll present your drink in a visually appealing and enticing manner, creating a "wow" moment.
I can direct you to the nearest power outlet for your convenience.
I’ll anticipate your needs and offer a timely refill before your glass is empty, showing dedication to service.
I’ll inquire about your children's interests and suggest safe and fun activities for them, allowing you to relax.
I’ll assist you in creating a plan to achieve your leisure goals during your visit.
I’ll ensure that the sound quality of our event is pleasant for your comfort.
I’ll inform you about the facilities and services that can help you maintain your well-being.
I’ll offer to slide the invoice under your door for a quicker departure.
I’ll ensure that you have ample time to review the invoice at the desk and answer any questions you may have.
I’ll ask for your feedback on your stay to show that we value your opinion and will use it to improve the guest experience.
If you need to check out later than usual, I’ll try to accommodate your request so you can enjoy every moment of your stay.
I’ll assist my colleagues with the check-out process when there is a line to ensure a swift departure for you.
I’ll let you know if your feedback has been implemented, so you feel good about contributing to improving the experience at our hotel.
I’ll share my culinary knowledge and expertise with my colleagues. Knowledge is meant to be shared.
I’ll inform the Maître d' or the restaurant manager about any guest allergies or intolerances to ensure the kitchen team is aware.
I’ll apologize for any inconvenience you may have experienced, assuring you that we care about your experience.
I am considerate of your needs and ensure that my work does not disturb you.
I’ll anticipate your needs and proactively make repairs or improvements to ensure you have an exceptional experience at all times.
I’ll try to adapt to your schedule as much as possible to ensure your issue is resolved efficiently and effectively.
I’ll leave a note informing you of the repairs I have completed so you know your problems have been solved.
I’ll show concern for my colleagues when they seem tired or stressed, offering support.
I am friendly and build strong relationships with my colleagues, fostering a warm and welcoming work environment.
I’ll organize social events with my colleagues to strengthen our bonds and foster a sense of camaraderie, which translates into positive interactions with guests and among ourselves.
I am open to change and continuously seek ways to improve my work processes for greater efficiency and effectiveness.