Booked a double room with sea view. I emailed a week before to emphasise a double room and also asked for a balcony to ensure a good sea view, and a shower as I have a slight mobility problem so getting in and out of a bath is a risk. We were allocated a twin-bedded room on the ground floor with a bath ! Went back to reception to ask for a room more in line with our request and were taken to a room with a double bed (tick) a balcony (tick) a partial sea view to the side of the balcony (half tick) and a main view over adjacent properties and a road leading to restaurants and bars (no ticks) and it had a bath (no tick). Not too happy but technically we had got most of what we asked for and we did not want to waste more time by protesting again. After two days Expedia sent us a request review the check-in procedure at the hotel so we provided a low score and explained why. The next day we were asked to go to reception where we were promised a new room in line with our requirements. However we were nearly half way through our holiday and did not want to have to pack and unpack yet again so we declined. No explanation for why our requirements were not met on the previous two occasions. Not very impressed. Although the room was non-smoking there was an ashtray on the balcony table.
The other “but” concerns the prevalence of smokers in the complex, especially in the covered terraces where the smoke could not easily escape. These areas should be made non-smoking as is the inside.
Comment from Hotel Management
17-May-2017 by Faye Papaioannou, Hotel Management
Thank you for your review regarding Creta Maris Beach Resort. We appreciate your feedback and comments, and promise to take them into consideration.
As regards the room, we would like to point out that the room type booked via Expedia is mentioned as “Deluxe Double or Twin Room”, which means that the guest may be offered either double or twin room. As we inform our guests, the preferences they state during the reservation process are noted and offered only upon the resort’s availability. Thus, the double room, the bath and the floor of the room can be offered only upon availability. However, in case of a mobility problem, we do our best in order to offer a room next to the main facilities and with corresponding room’s amenities. Unfortunately, in your case the mobility problem was not stated during the reservation process.
As you already mentioned, after you checked in and contacted us we did our best in order to offer you another room that would have met your expectations. However, after your allocation we received your negative feedback via Expedia regarding the second offered room, so we informed our Front Office Manager, who contacted you and offered additional accommodation choices, which you denied. Thus, we would like to clarify that we did our best to meet your expectations and we are sorry that eventually, did not succeeded it.
Furthermore, according to the Greek legislation and the smoking law, smoking is forbidden in closed public or private places. However, our guests may smoke in all open-air areas of our resort. This is the reason why in a non-smoking room an ashtray is available on the balcony table. However, we will take into consideration your feedback as we totally respect non-smokers.
We hope to have the chance to accommodate you again in the future!