Meliá Hotel International
Sol by Meliá. Hotels & Resorts

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Service Culture

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Sol by Meliá. Hotels & Resorts

La promesa de marca SOL by Meliá

SOL by Meliá is the pioneering brand in holiday tourism, blending heritage and innovation for an unforgettable vacation experience.

Designed to create the perfect all-inclusive experience, it ensures a safe and welcoming atmosphere tailored to all guests' needs.

SOL is the brand associated with the best summers of our lives, situated in prime beach destinations.

With excellent children's facilities, all-day dining, varied activities, and services focused on maximum comfort, SOL creates a family space of unlimited fun, where all tribes are welcome.

#EverythingUnderTheSol ALL TRIBES WELCOME

Feel the beat
Sol by Meliá
Feel the beat

At Meliá Hotels International, our guests are at the heart of everything we do. At SOL by Meliá, 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 SOL by Meliá.

Can you feel it?

Let's help our guests feel our heartbeat.

Feel the beat
Sol by Meliá

The essence of our brand is that our guests feel that at SOL by Meliá all Tribes are welcome, and when we say all, we mean ALL, and we do this through these attributes:

ALL TRIBES
PLAYGROUND

SMART SOL
HOLIDAYS

ALL DAY
FUN

SIPS
& BITES

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Sol by Meliá

Touch points

Our guests come to SOL by Meliá to enjoy themselves and embrace their true selves, free from constraints or inhibitions. Every moment they experience with us is significant, and this is what distinguishes us. These points of contact, or touch points, are crucial opportunities for us to help shape our guests' experience.

1

Arrival
1

Arrival
2

In-room
experience
2

In-room
experience
3

Guest Service
3

Guest Service
4

Room Service
4

Room Service
5

Culinary Experiences
5

Culinary Experiences
6

Our Bar
6

Our Bar
7

Entertainment
7

Entertainment
8

Fitness, Wellness, and Relaxation
8

Fitness, Wellness, and Relaxation
9

Check-out and Departure
9

Check-out and Departure
10

Behind the Scenes
  • Kitchen Staff
  • Maintenance and IT
10

Behind the Scenes
  • Kitchen Staff
  • Maintenance and IT
11

One Big
Family
11

One Big
Family
Want to go to a specific Touch Point? Click on it.
Feel the beat
Sol by Meliá
1

Touch Points

Arrival

I’ll welcome you, direct you to the self-check-in area, and offer assistance with any questions you may have during the process.

*Applies to hotels refurbished under the new brand vision

Upon arrival, guests should feel they've chosen the best place in the world for their holiday. Their experience begins here, and our goal is to make it a lifelong memory.

I’ll extend a warm and enthusiastic greeting to you and your tribe, welcoming you to the most memorable holiday experience of your lives.

I’ll enthusiastically provide information about the hotel's facilities and the activities we have planned for everyone.

I’ll invite the rest of your tribe to enjoy the lobby areas cuando nos encontramos en el pasillo para que os sintáis reconocidos.

I’ll welcome you, direct you to the self-check-in area, and offer assistance with any questions you may have during the process.


*Applies to hotels refurbished under the new brand vision

I’ll explain that the hotel offers spaces for all members of your tribe.

I’ll inform you of the options available at the hotel should your room not be ready.

*Applies to hotels refurbished under the new brand vision
2

Touch Points

In-room experience

I’ll greet you and your tribe pleasantly when we cross paths in the hallway, ensuring you feel acknowledged.

During your vacation, the room is a place for rest – a place to feel comfortable and relaxed. Our guests should feel that after a day of unique experiences they can return to a place where they feel at home.

I’ll offer to return later for cleaning, allowing you and your tribe to enjoy a relaxed morning in your room.

I’ll gather the children's toys in a designated area for easy access, ensuring your family feels cared for and ready for play.

I’ll notice how you arrange your belongings in the room, ensuring organization aligns with your preferences.

I’ll consider the ages of your tribe when preparing the room to ensure you feel at home from the moment you arrive.

I’ll note any safety concerns in your room based on your family's needs and address them immediately to ensure your safety.

3

Touch Points

Guest Service

I’ll suggest tours that all members of your tribe will enjoy, ensuring you feel revitalized with the fun that awaits.

If our guests have any questions or encounter any unforeseen circumstances, we are always available to assist them, providing information or making tailored recommendations.

I am pleased to see you back at our hotel, and I’ll take time to speak with you and manner.

I’ll treat you with familiarity an strive to provide the best solution within my capabilities. I am delighted to assist you.

I’ll understand the importance of your vacation and suggest options to enhance it, ensuring you feel excited about all the possibilities.

I’ll recommend unique experiences at our destination, ensuring you enjoy unforgettable moments.

I’ll make recommendations about the products available in the boutique, fostering a sense of connection and ensuring you find the best fit for your needs.


*Applies to hotels refurbished under the new brand vision

I’ll inform you of the options available at the hotel, allowing you to purchase everything you need during your vacation.


*Applies to hotels refurbished under the new brand vision

Upon entering the hotel boutique, I’ll extend an enthusiastic greeting and provide advice on any needs you may have, ensuring you feel my dedication to assisting you.


*Applies to hotels refurbished under the new brand vision

I’ll enthusiastically assist you in organizing any event that is important to you and your tribe.

4

Touch Points

Room Service

When you call, I’ll greet you warmly, introduce myself by name, and use a friendly tone to make you feel at home.

We offer an exquisite, diverse and personalized culinary selection, along with impeccable service, allowing our guests to enjoy a complete dining experience in the comfort of their room.

I’ll inquire about any food intolerances, allergies, or dietary requirements to ensure the well-being of you and your tribe.

I’ll suggest ways to customize your order to satisfy your needs and those of your tribe, ensuring you feel well-cared for.

I’ll bring everything necessary for you and your tribe to enjoy our in-room dining experience, including condiments and dressings as requested.

I’ll serve and decorate the children's drinks in an attractive manner to enhance their dining experience.

After serving you, I’ll offer to return at your convenience to collect your tray and ensure that everything was to your satisfaction.

5

Touch Points

Culinary Experiences

When choosing your table, I’ll consider everyone in your tribe – whether you're a family, a couple, or a group of friends – to make sure you have the perfect setting for your meal.

The dining experience is a highlight for our guests, and we want it to be truly special. We want our guests to feel pampered and know that we can cater to their every need.

I'll share some of my personal favorites and help you find what you're looking for.

I’ll welcome your entire tribe to the restaurant, making sure everyone feels comfortable and welcome.

I'll clear away any unnecessary place settings to give you more room at the table.

I’ll show you around the buffet, , especially when you've just arrived, so you know what to expect at your home away from home.

We have plenty of healthy options, so you can be sure to find something that fits your lifestyle.

6

Touch Points

Our Bar

I'll greet you with a smile when you come to the bar, and make sure you feel welcome. I'll use your name whenever I can.

Our bars are designed to relax and make memories. They are the perfect spot to spend time with friends, family, or even meet someone new. We want our guests to feel comfortable being themselves at our bar.

I’ll strive to create a genuine bond with you and your tribe, so you will feel at home here.

I can take a photo of your tribe if you'd like, so you can have a keepsake of your time here.

I'm happy to offer drink recommendations, and we have milkshakes and smoothies that the kids will love.

7

Touch Points

Entertainment

I'll let you know about all the fun activities happening throughout the day, so you can join in and have a great time.

We want our guests to have the most memorable summer ever, filled with unique experiences and lasting connections.

During the day's activities, I'll be right there with you, having fun and making sure everyone feels like they're part of the tribe.

Throughout the day, I'll check in with you and see how you're doing, and I'll also remind you about the fun activities we have planned for the evening.

I'll bring energy and excitement to get the kids engaged and having a blast during the activities.

8

Touch Points

Fitness, Wellness, and Relaxation

I'll tell you about all the wellness options we offer,so you can stay active and healthy during your vacation.

We make it easy for our guests to maintain their healthy habits, offering services that make it convenient to stick to your fitness routine.

I'll invite your whole tribe to our yoga class, so you can enjoy a healthy activity together.

I'll suggest a nice, easy walk that everyone in your tribe can enjoy, with beautiful views and fresh air.

I'll let you know about the wellness treatments we offer, so you can relax and rejuvenate.

I'll show you our gym, so you can keep up with your workouts while you're here.

I'll give you a map for a fun hike with amazing views – it's a great way to get some exercise and enjoy the scenery.

I'll encourage you to enjoy some water activities with your tribe – it's a fun way to get some exercise and spend time together.

9

Touch Points

Check-out and Departure

I'll thank you sincerely for choosing us for your vacation and say goodbye to everyone in your tribe, making sure you all feel valued.

We know it's hard to say goodbye to holiday time, so we want to make sure your departure is as smooth and enjoyable as possible. This is the final impression of your vacation, and we want it to be a lasting one.

I'll say goodbye and invite you to come back and see us again soon.

I'll ask about your stay, because we truly value your feedback.

I'll make sure you have a ride to the airport, and I can arrange a taxi for your whole tribe if you need it so you feel you are being taken care of.

I'll wish you a safe and pleasant journey home, hoping you feel refreshed and ready for whatever comes next.

10

Touch Points

Behind the Scenes. Kitchen Staff

I'll recommend dishes that highlight our local cuisine.

Even though guests may not see us directly, our work is crucial to ensuring they have a wonderful stay. Kitchen Staff: Our diverse and inclusive menu reflects our commitment to offering something for everyone. We offer healthy choices, local specialties, and a wide variety of options.

I'll make sure we have plenty of healthy options on the menu, so you can maintain a healthy lifestyle.

I'll keep in mind different dietary needs and preferences, so you have plenty of choices.

I'll get to know your tastes and preferences, whether it's because of your age, where you're from, or your usual habits. For example, I know that kids usually prefer their vegetables cooked until soft, not al dente.

I'll share my culinary knowledge and expertise with my colleagues to help everyone improve.

10

Touch Points

Behind the Scenes. Maintenance and IT

I'll prioritize any repairs that might affect your safety, so you can relax and feel secure.

Behind the Scenes. Maintenance and IT: Every role within the hotel is vital, and Maintenance and IT teams are essential to ensuring a seamless experience for our guests. These behind-the-scenes efforts are essential to a great guest experience.

I'll respond to your requests quickly, so you know you've been heard.

I'll introduce myself professionally and make sure you feel comfortable.

I'll keep your tribe’s schedule in mind when planning any maintenance in your room, so we don't disturb your relaxation.

I'll keep my tools and equipment organized and safely stored, so you don't have to worry about any hazards.

I'll work quickly to resolve any technical issues you might have, so you can stay connected.

11

Touch Points

One Big Family

I'll anticipate my colleagues' needs and try to meet them, so they always feel supported and motivated to do their best.

We believe in treating everyone with respect – not just our guests, but our colleagues as well. At SOL by MELIÁ, we are like one big family, united by our shared values.

I’ll always be supportive and understanding with my colleagues, so they feel happy and comfortable around me.

I'll always have a positive attitude and encourage my colleagues to do the same.

I'll always lend a helping hand to my colleagues, so they know they can count on me.

I'll make sure new colleagues feel included in activities and social events, so they quickly become part of the SOL family.

I'll always look out for my colleagues' well-being and safety, so they know they are cared for.

I'll surprise my colleagues with little treats to brighten their day.

Feel the beat