Sol Meliá has an integrated quality control programme which includes tools and specific actions which aim to ensure the satisfaction of both internal and external customers. They are implemented in every hotel area along with their measurement systems and incident management. Hotels also follow the regulations on the management of complaints and claims set by local authorities.
Our employees are trained in the quality control programme and customer service as well as in personalisation and the philosophy and values of their brand. Our aim is to exceed the expectations of our guests and make their experience in every one of our hotels truly unique and unforgettable.
Different quality control tools are used to ensure the standardisation of services and compliance with procedures. The tools change and adapt to new technologies and the new needs of our customers.
This is the latest online survey system to help us understand and measure customer satisfaction. The tool sends a satisfaction questionnaire adapted for each of our brands by e-mail after our guests’ stay. The main advantages of this new system is that we can see current, up to date opinions as well as the satisfaction levels of our competitors and both more focused and more extensive information about our guests.
| Gran Meliá | ME by Meliá | Meliá | Tryp | Paradisus | Sol | |
|---|---|---|---|---|---|---|
| CS Score |
82,4% | 87,5% | 80,0% | 78,2% | 86,6% | 80,1% |
Sol Meliá has signed an agreement with one of the top American companies specialised in brand assurance programmes. It is responsible for carrying out standards audits in all the company’s hotels. Specialist consultants in our brands visit each and every one of our hotels undercover, evaluating their services and facilities. After the visit a report is prepared to help us identify the strong and weak points of every hotel, as well as service and product standardisation levels. The results are extrapolated in an action plan which defines all of the improvements required.
With the help of an external company, Sol Meliá monitors and analyses all of the comments made about the different brands and hotels in various web 2.0 media (social networks, blogs, forums…). 75.9% of opinions on the internet about Sol Meliá are positive.
Whenever a guest wishes to make a positive or negative comment about their stay they may do so directly in the hotel or afterwards to the Quality Control Department at corporate headquarters. The department handles all of the comments and ensures a reply is sent out within 48 hours. Currently, 84.64% of replies to the 2,500 reported incidents are sent out within the time limit.
Sol Meliá Hotels & Resorts is the world's largest resort hotel company and the largest hotel chain in Spain in both resort and city hotels. Sol Meliá is third in the European ranking and the twelfth largest hotel chain in the world. As well as being the resort chain in the world it is also the largest hotel company in Iberoamerica and the Caribbean. The company currently operates more than 300 hotels in 30 countries on 4 continents. Sol Meliá includes Melia, Tryp Hotels, Sol Hotels, Gran Melia, Innside, Paradisus Resorts and Me by Melia.