"⭐ 1/5 – A VERY DISAPPOINTING AND UNACCEPTABLE EXPERIENCE
I want to make it very clear that this review refers specifically to the older, unrenovated section of the property where we were accommodated. I cannot comment on the renovated apartments, which may be completely different.
In my opinion, the apartment we received in the older section should not be rented to guests in its current condition, especially not at a price comparable to the renovated accommodation. Most importantly, I do not believe the difference between the renovated and unrenovated accommodation was made sufficiently clear when booking through TUI. Had we understood the actual condition of the apartment we would receive, we would never have booked it.
The problems started immediately.
The electrical installation was extremely concerning. Bedside lamps had cables but nowhere practical to plug them in. One electrical socket was directly behind the bed, meaning we had to physically move the bed approximately 10 cm away from the wall just to plug in a phone charger.
There were also cables coming out of the floor in the living area and cables visible in the bathroom.
Most seriously, one of my children received an electric shock from a switch during our stay. We subsequently spent approximately FOUR HOURS without electricity and without air conditioning while waiting for the problem to be dealt with.
For a family travelling with children, I consider this completely unacceptable.
The bathroom was another major problem. It is unbelievably small, with a shower area approximately 50–60 cm wide. It is extremely difficult to shower properly without water going everywhere.
The drainage repeatedly backed up, leaving dirty shower water around our feet. We reported the problem, but nobody came promptly to resolve it.
There is virtually nowhere to put personal hygiene products. No proper bathroom cabinet, no useful shelving and no adequate storage. Toothbrushes, toothpaste and toiletries end up falling onto the floor – the same wet bathroom floor people are walking on.
The living room and kitchen area also have NO AIR CONDITIONING. Being on the first floor in the Cretan summer heat, these areas became extremely hot and uncomfortable. Only the bedrooms had air conditioning.
However, one of the most disappointing aspects of the entire experience was the way our concerns were handled.
When we approached reception and attempted to explain and physically show the problems we were experiencing, we felt completely dismissed. Instead of someone coming to inspect what we were reporting, we were told that the manager would be available the following day. We felt that nobody wanted to listen or even look at the problems.
When you are reporting electrical problems, drainage problems and an incident involving a child receiving an electric shock, being made to feel that nobody is interested is simply unacceptable.
We repeatedly asked for assistance and for an alternative room/apartment, particularly because we understood that renovated accommodation exists elsewhere within the property, but no satisfactory alternative was provided to us.
My biggest warning to anyone considering booking here is therefore this:
MAKE SURE YOU KNOW EXACTLY WHICH SECTION AND WHICH TYPE OF APARTMENT YOU ARE BOOKING.
Do not assume that all apartments correspond to the renovated photographs or are of the same standard. Ask specifically whether you are receiving a RENOVATED or UNRENOVATED apartment and request confirmation in writing before travelling.
Our experience in the older section was extremely disappointing and, in relation to the electrical issues, genuinely concerning.
I have photographs and videos documenting the condition of the apartment, the exposed/visible cables, bathroom problems and other issues described in this review.
Based solely on the apartment we were given and the way our complaints were handled, I cannot recommend this accommodation!
We repeatedly and insistently asked both the hotel and TUI to move us to another apartment because of these problems. Despite our repeated requests, nobody has provided us with a reasonable alternative.
We have also asked again and again for the existing problems to be fixed, but we feel that our complaints have simply been ignored. We were told that there were no alternatives available, despite seeing indications that other rooms/apartments appeared to be vacant.
What makes this particularly upsetting is the feeling that once you have paid for your holiday and arrived at the property, your concerns no longer matter. Instead of trying to find a solution, we have been left to deal with these conditions ourselves.
We contacted both reception and TUI repeatedly, asking for either a room change or for the serious problems to be properly resolved. Neither provided us with an acceptable solution.
After paying for a family holiday, being treated this way is extremely disappointing. We did not expect luxury — we simply expected safe, functional accommodation and for someone to take responsibility when serious problems were reported.
A very disappointing way to treat paying guests."
