The Melia Collection brand promise
The Meliá Collection is a selection of singular destinations that celebrate individuality and a true sense of place. Each hotel stands apart, providing an authentic experience shaped by its own story.
Every detail is carefully considered, with service that feels genuine and finely attuned to each guest. These extraordinary locations, chosen for their soul and character, span secluded settings, architectural icons, breathtaking natural surroundings, and places whose uniqueness gives them a reason to belong. Each stay offers a deep connection to the essence of the hotel, through local flavours, cultural tradition, and experiences that reflect its unique identity.
Hotels with a story, and a reason.
Our customers are at the heart of Meliá Hotels International, they are our raison d’être. A heart that at Meliá beats to a special rhythm: authentic, luxurious, exclusive.
A rhythm that makes our guests feel welcome cared for, comfortable, eager to enjoy, and delighted.
Our behaviour sets this pace.
Behaviours are the way in which we implement our identity, because through our actions our guests perceive our essence and see our brand promise become reality.
Because each of our behaviors is a “beat”, a heartbeat, an impulse making the rhythm of Meliá.
Do you feel it?
These enclaves embody the essence of the destination through:
Singular
experiences
Iconic
locations
Hotels as
Storytellers
Exclusive Service &
Homely Feeling
The Heartbeat of Meliá Ngorongoro Lodge
The first thing that makes the Ngorongoro Lodge a hotel like no other is its unique location, next to a 600-metre-deep crater, amid more than 8,000 square meters of nature and African wildlife. This setting is projected in every one of the parts of this unique accommodation, which MHI makes available to its guests in the heart of Tanzania.
With a policy of sustainability and cooperation with the environment, and the Masai culture that inhabits this nature reserve, the Ngorongoro Lodge has 56 rooms (including 24 suites and a private villa) available to an exclusive selection of travellers with a genuine interest in the environment.
This exceptional accommodation goes together with a gastronomic offer that revolves around the volcanic atmosphere that surrounds the hotel. This is the origin of the Crater bar and grill restaurant spaces. These unite interior design, based on influences from the environment, with menus that make the most of local ingredients and traditions. Not to mention its splendid exterior views.
If we combine all these facilities with the rest of the hotel's communal areas and services, such as the Spa, the paradisiacal communion between luxury and nature that we offer our guests comes into play. A stay that is completed by all the experiences we have on offer for enjoying Africa in all its authenticity.
Among them, the safaris through the crater of the volcano and through the rest of the natural settings that surround the hotel stand out. These can be done with vehicles, in a balloon, on foot, and with guides and members of the Masai tribe, who also show our guests their rites and customs, and show them their homes and villages.
These are just some of the activities that our visitors can enjoy and that, thanks to their originality and particularity, give the Ngorongoro Lodge a heartbeat that is unique in the entire world.
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Touch points
Throughout our guests' stay at the hotel there are several moments that are particularly relevant to transmit our brand essence. How we behave at these moments will make the difference between them feeling the heartbeat or not. Depending on our responsibilities, our contact with the customer will be more intense at one or other moments of their stay, but they are all equally important.
I receive you by asking about your trip and I am interested in the unique adventures that you want to experience during your stay with us.
I accompany you wherever you want to go, telling you about the history and character of the hotel.
I will tell you how to contact us for anything you need during your stay.
I make sure your family is comfortable and offer to provide anything that will help them feel cared for.
I adjust the temperature of the room to your requirements so that you feel comfortable.
I respect your rest and privacy and I only enter the room when you tell me that I can. I am quiet in the corridors so as not to disturb you.
I greet you by name when you call to place an order, so you feel acknowledged.
I make sure that the preparation and presentation are unique so that you feel catered to.
I note details about my guests in order to genuinely connect with their desires and needs.
I am agile when providing the service and I make sure that it is received in optimal conditions.
I proudly present the dishes to get you excited about the destination’s unique culinary experience.
I suggest quick snacks that you can take with you so that you do not need anything when you have your local experience.
I am always professional, but I adjust my service to be as formal, warm, and personal as you would like so that you feel at ease.
I know our hotel’s gastronomy in detail, as well as the best places in the area.
I am very knowledgeable about local culture, so we can have an interesting conversation, should you wish, to help you feel welcome.
I add a personalised decorative touch to your drink, to make you feel special.
I offer to refill your drink when it is empty, so you feel satisfied.
I ask you if would like to have the same drink as yesterday so that you feel remembered.
I offer you events and cultural experiences, so you can create your own personalised experience.
I am well connected with the city, and I offer you the best experiences from the destination, which you can only have here with us, so that you feel catered for.
I have prepared the best atmosphere for promoting your well-being and relaxation, respecting the unique environment the hotel is located in.
I ask you about your needs and preferences to recommend treatments that will delight you.
I keep a check on you during your spa treatment to be aware of when you want to talk and when you prefer quiet time, so you may feel at peace.
If there is something you do not feel comfortable with, I personally make sure it is addressed so you do not have to worry, even if it is not my department’s responsibility.
I share information on the hotel’s architecture and history so that you feel impressed by the design behind every detail.
I express my most sincere thanks for your visit and for having had the opportunity to get to know you.
I provide you with a farewell gift as a souvenir from our destination so that you will remember your unique experience with us when you see it.
I make sure that your return trip will be comfortable, offering you refreshments, snacks, and any assistance with the last details of your departure.
I note all your preferences so that you feel pampered.
I respect your privacy and personal space in everything I do, so you can feel calm and at ease.
I take care of my appearance and my tools to convey confidence, trust, and professionalism at all times.
I leave a message on the outside of the door when I am working in your room, so you know I am inside if you come back at any time.
I greet my colleagues by name, so they feel acknowledged.
I am positive and respectful with my colleagues so that they feel encouraged to give their best.
I talk to my colleagues about the guests I have met in order to share knowledge and be able to exceed their expectations.