When we arrived at the hotel at 8pm with our one year old baby, after travelling for half a day, check in was taking a long time. We asked if there was a problem but they kept saying no. We had dinner at the restaurant, and only after that they told us our suite hadn't been sanitized, and FOR OUR PROTECTION we would be transferred to another hotel. Of course we refused and my husband called the travel agency. After a while they gave us an inferior room until the next day with the excuse that our wasn't ready (check in was at 3pm I think and we arrived at 8pm! ) and that everything was for our protection. Apparently some rooms are not very nice, missing half of a light switch as you can see in the photo, clothes racks, towel hangers and even that thing where you keep the soap. At the reception there was either the bartender, a waiter, or someone who didn't know what was going on, so nobody was taking responsibility, saying it was really not their job or that they were new. The next day we moved into our suite, having to pack and unpack again, which was inconvenient, but the new room was nice. The travel agent in Crete was also very supportive and did everything for us. She talked to the staff and then told us we would get a chance to talk to the manager and probably get some compensation for the trouble. Up to this point we didn't even get angry, as we were on a much desired holiday and looking to have a good time. But it was the arrogant attitude of the manager that made me both angry and dissapointed. While I was expecting some understanding and responsibility, he started off by inquiring what our problem was, though he claimed he knew everything, was offended by my dissatisfaction and even accused us of maybe having broken the light switch in the room, for all he knew (because this is why we spend the amount of money we paid! ). All in all he was only trying to argue with us, not hearing or accepting any of our complaints, making us feel like we had no right to say anything. Terrible attitude for a hotel manager (one who talks like that with his customers)! I don't think I have ever seen such behaviour before. The conversation with him was the worst part, nothing got solved, he told my husband they could talk more over a cup of coffee the next day but that didn't happen. The travel agency offered us a rented car for 2 days in order to compensate, and I understood the hotel paid for it in the end, and that's how it ended. We decided to let it go so that we could continue enjoying our holiday, but if I had known something like this could happen I would have definitely chosen another hotel!
The place is beautiful, the garden is splendid and well kept (although the surrounding area seems deserted in September and Amoudara beach is not the best we've seen). The staff are really friendly and warm. The music, the lights and the atmosphere next to the pool, where we had our meals was also very plesant.
At the reception there was either the bartender, a waiter, or someone who didn't know what was going on, so nobody was taking responsibility, saying it was really not their job or that they were new.
The next day we moved into our suite, having to pack and unpack again, which was inconvenient, but the new room was nice.
The travel agent in Crete was also very supportive and did everything for us. She talked to the staff and then told us we would get a chance to talk to the manager and probably get some compensation for the trouble.
Up to this point we didn't even get angry, as we were on a much desired holiday and looking to have a good time.
But it was the arrogant attitude of the manager that made me both angry and dissapointed. While I was expecting some understanding and responsibility, he started off by inquiring what our problem was, though he claimed he knew everything, was offended by my dissatisfaction and even accused us of maybe having broken the light switch in the room, for all he knew (because this is why we spend the amount of money we paid! ). All in all he was only trying to argue with us, not hearing or accepting any of our complaints, making us feel like we had no right to say anything. Terrible attitude for a hotel manager (one who talks like that with his customers)! I don't think I have ever seen such behaviour before. The conversation with him was the worst part, nothing got solved, he told my husband they could talk more over a cup of coffee the next day but that didn't happen.
The travel agency offered us a rented car for 2 days in order to compensate, and I understood the hotel paid for it in the end, and that's how it ended.
We decided to let it go so that we could continue enjoying our holiday, but if I had known something like this could happen I would have definitely chosen another hotel! The place is beautiful, the garden is splendid and well kept (although the surrounding area seems deserted in September and Amoudara beach is not the best we've seen).
The staff are really friendly and warm.
The music, the lights and the atmosphere next to the pool, where we had our meals was also very plesant.