Finally arriving at 1030pm by hire car from the airport, it is not sign posted on the main highway, anywhere! We were greeted by a lovely lady on reception, who commented about us being late, not rudely, but concerned.
A kind chap escorted us to our room (which felt like we were going down to a basement) First impressions, we thought the room was fine, just wanted to get a light snack, there is no welcome pack, no menus, no maps of the place. Went back to reception asked what food was available, as were Half Board and prepared to pay what ever, for room service, just to get a little snack (sandwiches would have been fine) this was about 1145pm but couldn’t find a menu in the room, or any information. We were told could go on the ‘app’ for room service, as no menus, information or maps are provided in the rooms. Everything was on an app? Talk about distancing yourselves from your customer, was this the kind of personal touch a 5* we were expecting, for the rest of stay?
Room service closes at 10pm, along with all the restaurants and the shop (which I can appreciate) 5* with no room service?
With morning arriving time to check out the room,light in bathroom hanging out, plug in bath not secure and covered in black hair, sealant around toilet filthy, ventilation cowl required sealant around it, gouge marks on bedroom walls near headboard, bedside lights loose. Could do with chest of draws and or a dressing table in the bedroom, the area where tea and coffee making facilities and television were situated was hardly an area you could use as a dressing table, first thing a woman would require.
All the issues, of poor maintenance should have been picked up before the room was allocated to the customer, this is a 5 star establishment, according to TUI.
Outside seating area was over shadowed by a huge Palm Tree (Room 104) Rooms in main build area, blotted out by over use of trees, it’s as though they were an embarrassment and had to be covered up and not easily spotted from the pathway. We never saw the sun on our patio area, which would have been nice, either end of the day, but a quiet area to sit and unwind nevertheless.
The reception, bar and dinning area are beautifully designed and decorated, the grounds are well kept, however, all the seats in the outside bar area were facing the same way, towards nothing in particular except for the smoking area, it was like a scene from a sci-fi movie, people staring into oblivion, most odd.
The main swimming pool (this is the one they spectacularly use to advertise as the infinity pool) was ok, not heated and at busy times, could hardly accommodate many people, this was the biggest pool in the complex, disappointing.
The map on the app is useless, it’s just a picture with the identification of restaurants and bars, not inventive or really practical. As the ‘Village’ is on a hill, some of the smaller bars and restaurants are on different levels, beware, you cannot use these restaurants if you are Half Board, only AI, unless you pay. This is where the app fails, I’d like to know where the toilets are, maybe best way to get down to the so called beach, what level the bars are on etc.
The Village is on a hill, there are many steps and steep slopes, tackling these with high heels to get to the main bar, is going to be difficult and warm. Those with any difficulties walking or elderly, this is not the place for you, not even to get from the main building to the Infinity Pool. Beyond that next door is a not quite built hotel staring you in the face.
Half Board; you can eat in the main Restaurant in the main building or pay to use one of the other Restaurants (for AI customers only)
Half Board: if you request water to the table you pay for, as are the drinks, though you would expect that. The staff were lovely and attentive, though one of my gripes is, don’t take a plate away if the other person is still eating, I consider it rude, it’s not a fast food outlet, it’s a place to sit and enjoy your food and company.
There are signs on your table asking you not to load your plate and not waste food, more signs say how environmentally friendly they are and won awards, yet still supplied plastic bottles of water on the table and plastic straws.
Breakfast, has an array of cold meats, salads, breads, cereal, fruit, though not actual bananas, but sliced up in a bowl. The buffet type of hot food are: eggs, poached, fried, scrambled, boiled, bacon, small frankfurter sausages, beans etc. You could even order an omelette, made to your liking. Sounds ok, but there was something missing, the touch of authentic Greek cuisine, a cosiness, all a bit sterile.
The Evening Buffet; the salad bar is plentiful as is the desert bar all quite a show, with again, various breads. The food was uninspiring and warm at best, again it didn’t exude much of the Greek cuisine that we enjoy. The atmosphere was that of a shopping mall eatery, with suited people, sternly looking around, bit off putting when the staff were so nice.
Best bit was the Gourmet Evening, looked extravagant, with tables set out with different foods on them, but again, not inspiring and not very Greek, same with the buffet food. To cap it all, they had a 1980s chocolate fountain, with various things to dip into it, should have worn my flares and platforms.
We ditched breakfast after the third day, the last two evening, the buffet. Instead, in the morning, we drove (hired a car) set up on the real beach enjoyed Greek food from the bakery and coffee, watching the boats coming in and out, absolute bliss.
Evening time a cab into Elounda to experience the Greek hospitality and restaurants, this is what was so missing, an atmosphere.
The good Greek welcome, like we were long lost relatives, the home made food was spectacular, the atmosphere felt warm and sincere.
We had hired a car and drove down to the real Elounda every day to enjoy the beach, the market, getting lunch from various eating places, which never failed in service or good old fashioned Greek Cuisine and just watch the world unfold, relaxing in the warm sun and the charm of the harbour.
Our last day, I was clearly struggling with cases up the stairs, one of the staff members were showing people around, clearly ignored me rather than taking a few seconds to either help or get some assistance, never happened.
At reception, I took the room card back and announced we were now leaving, we didn’t even receive a “did you enjoy your stay”, or would like help with your cases to the car? totally blocked, how rude.
For 5 star, try the Ritz, The Langham, The Dorchester, maybe some lessons for your Hotel management wouldn’t go amiss.
If you are Half Board, you will be treated 2nd class, not by all staff, but you can notice the difference.
Did I complain? Not once, why? because it was pointless, this was sold on the premise that this was a 5* establishment and as far as the management were concerned that was what they thought. Amazed by the good reviews, really people?
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