We had booked for 2 weeks as a family of 7, in 3 rooms. It was advertised as 5 star and it was a birthday treat. We checked into the hotel and even before we arrived we were concerned about there being no response to emails. We had tried to request early check-in because we had two young children and we had a long journey. We booked via TUI and they also said they couldn’t get a response. Since this incident, the hotel has been removed from the TUI website. We also asked for a family room and a room with a bath, because of our baby. We had to wait 3 hours in the lobby for our room to be ready, they did not provide us with a family room. Nor a room with a bath, simply telling us they were fully booked.
They did not even offer us a glass of water while we were waiting. There were a lot of other guests complaining, which was not a good sign. One man was a cyclist and asked if there was anywhere to store his bicycle, I.e. the luggage room. They told him no, he would have to store it in his bedroom.
The service was terrible. There is no welcome when you walked in. There was no one to help with suitcases. There was no Porter. They said it was because it was low season, however, the hotel was full. So i don’t understand what they mean. There was no entertainment. One of the main reasons for booking this hotel was because they have a children’s play room. The children’s play room was closed for the weekend because apparently it does not open on weekends. Unhelpful. There was an itinerary of activities such a yoga etc and exercises, but the lady who does this said that because it had rained the night before she would not be doing it outside, and there was nowhere inside to do it. She therefore sat on her phone (see photo). This is ridiculous. The hotel has so much open space indoors. It may have been raining the night before, but it was bright blue sunshine the day after. People were in the pool and sunbathing. The food was terrible. I have attached photographs. This is in no way a 5 star hotel. The only place to eat is the noisy canteen. The ceiling is high, which means all the noise echoes and the clanking of plates etc. There were no quiet corners and it all felt very conical. One of us is disabled and struggles with a lot of noise due to hearing impairments. We were not allowed to take our food outside to sit anywhere quiet. You were forced to eat in the canteen. You could not even take a cup of coffee to sit outside. My baby was crying uncontrollably due to the levels of noise, and so I needed to take him out of the canteen, but I was not allowed to sit with him outside with food or with my drink.
The food selection is poor. You get drinks with breakfast but it is disgusting sugary fruit juice from the machines. Not fresh. Breakfast finishes at 10am and they won’t let you have anything more after the second.
There is no TUI rep at this hotel. We repeatedly tried to ring the TUI number and spoke to a lady called Alison and a lady called Abdelaziz Ashraf and they called us back and said that they were trying to get through to the hotel, but the hotel was not answering the phone, so they could not help.
After 24 hours, we decided to leave. All the other hotels in the area, were over £7,000. So we have had no other option, but to book into self catering accommodation. This was supposed to be the holiday of a lifetime.
The whole trip has been a disaster and my entire family are unhappy and facing a huge credit card bill at the end of next month.
I noticed that the hotel is no longer available on the TUI website, probably because theyve had a series of complaints.
When we checked-out early, we did so without fuss. The receptionist did not even ask why we were leaving. She didn’t apologise, she did not ask why were unhappy, all she did was shrug her shoulders. She then tried to tell our taxi driver not to collect us as we were “difficult”. Unluckily for her, my dad speaks Greek so he understood what she was trying to do.
We have had TUI holidays in the past and they have all been perfect. This is incomparable.
There are a lot of positive reviews on her but if you look carefully, they are not detailed and are presumably written by AI from fake accounts.