Isla Brown Chania Resort, Curio Collection by Hilton

I was really looking forward to my stay at the Isla Chania Brown Hotel (supposedly part of the Hilton group) because, as a Hilton Gold member, I highly value the Hilton standards, but unfortunately, I was extremely disappointed. The service was the worst I've ever experienced in a hotel – or rather, service practically nonexistent here. We received an unfriendly welcome right from check-in. No greeting, no smile, no welcome drink – nothing. The supposed hotel manager, Julian, welcomed us and was unfortunately extremely rude and disinterested. I can't understand how someone like that could hold a management position in a "5-star hotel"... That's not a great way to start a vacation. For lunch, we had exactly the same meal for 7 days: a choice between a sandwich, bagel, or wrap – no variety, no selection, nothing that met a high standard. At breakfast, the tables were only cleared upon request, and even then the staff seemed completely listless. Even worse: You have to get everything yourself, including water, coffee, and cutlery. If you ask, they just rudely point in the direction. This, too, is completely out of character for a 5-star hotel—and certainly not what you can expect as a loyal Hilton guest. You only get one free 0.2-liter bottle of water per person per day in your room. If you want more, you have to pay... In a 5-star hotel that advertises itself as part of the Hilton group? Truly unacceptable. The only positive aspects were the beautiful grounds and the modernly designed room—but that alone isn't enough to overlook all the other points. Conclusion: The Isla Chania Brown Hotel is far from Hilton standards. For me, as a Gold Member, it was absolutely disappointing. This hotel is more reminiscent of a good 3-star hotel (although you get more service there), but definitely not an upscale resort. It should urgently be checked whether it truly belongs to this hotel group.