Guest User
March 11, 2024
The hotel and facilities were very good with lots of restaurants and nice public spaces. The resort is huge with 15 min walking times to the parking, and the beach depending where you are staying. The beach is ok - has a lot of waves and seaweed and not the best beach in Kos. The hotel's sheer size, makes it impossible for the stuff, particularly the reception staff to provide a personalised service so our experience was being largely anonymous in a large hotel which felt very commoditised (including 3.5 Euros for a bottle of water at the beach bar and extra charges to use the beach gazebos!). From a customer service point of view, we were personally very disappointed the hotel did not show a gesture of goodwill (although they were not legally/theoretically obliged to) to help us overcome our travel ordeal of a 27 (rather than 3.5) hour journey to get to KOS due to our flight being cancelled. Despite politely asking the hotel, for extending our stay for 1 night with a small/no charge, given we paid for the first night on a non-refundable price, which we lost due to our flight being cancelled, they did not oblige They also insisted and charged us 50 euro for a late check-out on the last day which was a fraction of what we paid overall and given the hotel's size, us checking out late made zero difference to them. I fully recognise the hotel was not obliged to do anything given the non-refundable fee we booked, but it is such gestures of goodwill that build up customer loyalty. Our late arrival was out of our control and we would not be compensated by our airline for the night we lost. The hotel staff not being understanding or accommodating made our ordeal worse. We therefore did not receive the outstanding customer service we received at other hotels or by the local KOS people. I would say the room was also a 4 star rather than a 5 star - no premium coffee machine, just an old kettle, and a leaking (despite very modern) wetroom which meant the bathroom/toilet area got messy each time we showered. We had to ask for a conditioner too, and the hotel was initially hesitant, which was surprising for a "5" star. The bed was extremely comfortable , the pillows were very good and the breakfast was very rich and diverse. We would have returned in future, had we received the better customer service, but its corporate faceless nature means we will unfortunately not be returning.