Apollon Hotel

"Five weeks ago we stayed at a four-star hotel in Cyprus. That hotel met the high standard of friendly, customer-focused hotels in the region for a 4 star rating. We extensively travel staying at 4 or 5 star hotels across Europe and beyond. We booked the hotel and BA flights independently. We emailed Apollon to inquire about the AI package. Initially, all seemed satisfactory. However, Apollon is a four-star hotel that appears to be doing the minimum to maintain its rating. There are numerous rules and signs instructing guests on what they are not permitted to do. The manager does not acknowledge guests or even smile. One evening a cockerel was found wandering around the pool/veranda areas. The same Manager decided to catch it, he didn’t do well, it was then heard screaming. To our shock, the same manager was carrying it by its wings around the perimeter of the pool in full view of stunned guests. This behaviour was extremely cruel and unprofessional. He did not care who saw him or about the welfare of the cockerel. A member of staff in the restaurant, possibly another manager, exhibited very poor customer service and made a guest cry. Immediate training is required. Bar staff in the main area prefer to converse with each other rather than engage with guests. The service is subpar and the drinks are watered down. The AI package only includes pool towels and basic drinks, which are often served in paper cups that collapse before the drink is finished. The restaurant food was never hot, sometimes slightly warm or cold. There is no table service and the restaurant staff do not appear happy. Sunbeds lack cushions and are overcrowded, resulting in a lack of privacy. The pool is acceptable but cold. The lifeguard blows a 6pm whistle to signal the end of the pool’s operating hours, which is an unusual practice. We booked a veranda room that was clean and spacious. However, the sunbeds did not receive any sun. The low walls between the verandas further compromised privacy. The room attendants were pleasant and friendly, but the other staff members did not exhibit the same level of courtesy. We requested tissues for our room, but were told that they were not supplied. In the room, we were provided with a kettle, coffee and tea, but no milk. When we asked a receptionist for milk, we were informed that it was not supplied due to health and safety reasons. This was an unacceptable response. The hotel provided *no* evening entertainment. We instead walked to the beach where we enjoyed the coastal bars and the friendly staff. Polar opposite to the hotel’s staff. Our most enjoyable days were spent on the beach and exploring the town. Would we return? NO Would we recommend? NO"

"Our family stayed for a week in August. We had an amazing time. The staff are wonderful in all areas from reception, bar, restaurant. Hotel was very clean. Food was good with lots of choice. Hotel situated near beach, restaurants, bars and shops. We were sad to leave and would definitely return. Great memories Σας ευχαριστώ Doody family"

"While the facilities and the pool bar staff at Apollon Hotel were lovely, our milestone family holiday (celebrating two birthdays, including my 60th, and our wedding anniversary) was completely ruined during the final week by the management’s handling of a maintenance issue.We returned to Room 225 one afternoon to find a wardrobe mirror panel had spontaneously cracked. We reported it immediately. Instead of handling this professionally as standard property wear-and-tear, the hotel manager cornered us a few days later and aggressively demanded €60 for a replacement. He baselessly accused us of "falling into the door," simply because the maid denied breaking it.We stood our ground and refused to pay for damage we did not cause. Because the hotel did not have a credit card on file, the manager eventually backed down, and we checked out successfully with a zero balance. However, the anxiety, stress, and false accusations cast a massive shadow over what should have been a happy celebration. If you stay here, inspect your room thoroughly upon arrival and do not let management bully you into paying for structural room fatigue. THE HOTELS RESPONSE: Dear Mr. Plant, We would like to express our deep regret for the inconveniences you encountered. The only certain thing is that we had no intention of spoiling your vacation, or, of course, the special festive occasion of your birthday. Nevertheless, we are obliged—both for ethical and professional reasons—to present our own view on the matter. All hotel rooms are meticulously inspected on a daily basis by the head of the housekeeping department, both for any damage requiring repair and to verify thorough cleanliness. It is fortunate that you have provided in your previous review in Google, the photograph of the mirror; we regret to say, however, that the damage cannot be considered a standard property wear-and-tear!! The lady who services your room has been working for our Hotel for many years. She would have had no reason to deny having done it, had the damage been her fault. Accidents can happen to anyone. What is often difficult is taking responsibility for our actions, without this being perceived as a criticism directed at you personally. Even if we had one of your credit cards on file, our company would not make any charges whatsoever without the cardholder's consent. We have never done so, nor do we intend to ever engage in such arbitrary actions. At our hotel, we trust the integrity of our employees, but naturally, we also respect the views of our guests. No one wanted to terrify or bully you; If you considered the Hotel Manager's behavior inappropriate, we apologize; there was absolutely no such intention. We herewith wish to thank you for visiting Apollon Hotel, We really regret the inconvenience that occured With sincere regards for Apollon Group Hotels Guest Relations OUR FINAL RESPONSE: Your explanation relies entirely on assumptions rather than facts. You state that your staff would have 'no reason to deny' breaking the mirror, completely ignoring the obvious reality that any employee would fear the professional consequences of breaking hotel property.Your passive-aggressive comment regarding 'taking responsibility' is entirely inappropriate. We have taken full responsibility for our actions; we simply refuse to take financial responsibility for an incident we did not cause. A housekeeping department's daily inspection does not prevent structural glass fatigue or spontaneous thermal cracking, which is a well-documented phenomenon with large glass panels in air-conditioned environments. You admit that 'accidents can happen to anyone,' yet you automatically assume the accident was ours without a shred of evidence, a signed report, or an admission of guilt.Cornering guests on their 60th birthday to baselessly accuse them of 'falling into doors' is not respectful of your guests' views—it is a clear attempt to force payment. We checked out with a zero balance because you had no legal or factual basis to hold us liable. The matter, alongside your customer service handling, is now being formally investigated by TUI under UK Package Travel Regulations."