The hotel was marketed as offering “ultimate luxury”, “5-star accommodation”, “exceptional facilities”, “breathtaking views” and the “luxury of privacy.” Unfortunately, our experience was the complete opposite. Upon arriving at approximately 3:00am after a long journey, we were allocated a room that offered absolutely no privacy. The balcony had no dividing wall on one side and directly faced the corridor, meaning anyone walking past could see straight into our room. This is entirely inconsistent with the “luxury of privacy” that was advertised. At that hour, instead of being able to settle in and rest, we had to return to reception to request a room change. Although we were eventually moved the following day at midday, this was highly inconvenient and meant we had to spend part of our first day packing, waiting and relocating rather than enjoying our holiday. Unfortunately, our second room presented another serious issue. We discovered a huge cockroach in the room late at night, which was extremely distressing and left me unable to sleep. We called reception, and a member of staff attended but told us he was unable to reach it. This was around midnight. The only solution offered was to move rooms again, something we were understandably reluctant to do after already having to change rooms once. We were then told housekeeping would carry out a “proper” clean the following day, which only raised concerns that the room had not been cleaned to an acceptable standard in the first place. The hotel’s facilities also failed to meet expectations. There were simply not enough sunbeds for the number of guests staying at the hotel. Guests were reserving beds before 7:00am each morning, and by 9:00am there were none available. This became a daily frustration and is not what I would expect from a hotel advertised as providing exceptional facilities. Finally, the breakfast was of an extremely poor standard and nowhere near what should be expected from a 5-star hotel. The sausages were consistently cold, the scrambled eggs appeared to be powdered rather than freshly prepared, and much of the food looked stale, as though it had been sitting out for far too long. Overall, the quality and presentation of the food were very disappointing. Taken together, these issues meant our holiday was far below the standard promised by TUI. We booked this hotel based on the descriptions and expectations set out in your marketing, but the reality was entirely different. We experienced a lack of privacy, concerns over cleanliness and hygiene, inadequate facilities, and poor-quality food. This was simply not the luxury 5-star holiday that was advertised. Given the significant discrepancies between the advertised standard and our actual experience, I would appreciate it if you could investigate this matter and advise what compensation you consider appropriate.

Staff were very friendly and accommodating. Our room was always kept clean and the cleaner was always so obliging. Sunbeds at the pool room were far too low and far too large for the space. Our room was a lovely area off reception on the pool level and really quiet - perfect. I would imagine that in high season though, the private pool would not be so private!! The whole hotel was very clean and tidy. Dining Staff were very attentive and really nice. Good selection of food however, not really 5 star worthy. Really strange how all pools - private and public - were only waistline high !! Very steep steps down to the pebbly beach. Rather isolated, so a taxi was required to Lindos and Pefkos each night.

The hotel was lovely, it needs some TLC. The staff are just lovely. The food breakfast or dinner is cold. The hotel is bit futher out than expected, so this was 30 Euros everytime you went into town.

Very friendly staff, housekeeping cleaned the room twice a day, water delivered for evening by housekeeping, very beautiful view, evening entertainment could’ve been better but still nice to listen to the live music.

Hotel: it was lovely but it is not a 5 star. Simple things like curtains hanging off the hooks in the rooms, our private pool having so much black/mould in the grout, breakfast buffet not being fresh with a lot being opened from plastic packets and being thrown onto the serving plates (pancakes for example when this is usually a fresh service). Room was nice but towels were regularly not collected or replaced. Gym was baron, it needs updated equipment! It was always packed so there is definitely a demand but the service here is ignored. Staff were great and overall the hotel was nice but it does need an upgrade.