Should it be necessary, the valet parking associate will provide a thorough vehicle wash as a complimentary service gesture.

The associate asks the customer if the airline identification tags can be removed upon delivery to the room.

In luggage services and buggy request, what is the standard delivery time?

Should the guest wish to store luggage for more than 7 days, an additional charge will apply.

The receptionist always greets the guest outside the desk

Front desk associates immediately greet and welcome the guest, making eye contact and standing up

The guest's email address or telephone are requested

The associate explains the hotel services and the Guest Service Line. The orientation includes at least ... of the main facilities in the hotel

Upon check-in,the name of the guest is used at least 3 tímes during the interaction.

A branded pen (with dark blue ink) is used at the Front Desk and meets Gran Meliá specifications.

The check-out process takes no longer than 5 minutes in urban hotels and 10 minutes in resorts

In VLC, check-in time will not last more than …?

In case the guest leaves their key card in the room, the associate helps to open their room right away to ensure time saving and seamless experience

The Front Office Department is responsible for the music in the lobby, outdoor areas, and lounge

Each day the General Manager and executive committee members reach out to one guest each to introduce themselves and inquire about the guest's stay and provide personal service and follow-up.

As per standard, all guests are escorted to the room upon check-in

On-going F&B promotion?

In our system, what is Pickup status for?