Unfortunately, our experience at Mitsis Summer Palace was incredibly disappointing and nowhere near the 5-star standard we expected when booking through TUI. From the beginning, check-in felt extremely rushed. The information about the hotel was explained so quickly that we were left unsure about the facilities and how things worked. Our biggest concern was housekeeping and the privacy and security of our room. On one occasion, housekeeping left our room door completely open and unattended while our belongings were inside. On another occasion, cleaning staff entered the room while my partner was in the shower. After already having our room left open, this made us feel very uncomfortable about our privacy and security. Room service was also extremely poor. We waited around 90 minutes for our food and had to contact reception several times. Although the €10 service charge was eventually removed, when the food arrived the member of staff told us he was the only person working on service. When I attempted to deal with the bill, he pushed my hand away and told me, \"No, you're the girl, the man needs to pay.\" I found this inappropriate and uncomfortable. I also found a hair in my food in the main restaurant. What concerned me even more was the way the situation was handled, as staff appeared to attempt to give me the same meal back rather than simply replacing it with a fresh one. We then witnessed a similar situation involving another guest. Two separate members of staff also spoke to us about how exhausted they were from working 12-hour shifts. I genuinely felt sorry for the staff, as many seemed incredibly overworked and stretched. This felt like a staffing and management issue rather than a reflection of every individual employee, and there were staff members who were clearly trying their best. We raised our concerns with the Assistant Manager during the holiday because we wanted to give the hotel the opportunity to improve the situation while we were still there. Unfortunately, we didn't feel that anything meaningful was done to resolve our concerns. We completely understand that things can occasionally go wrong on holiday, and I wouldn't leave negative feedback because of one small issue. However, this was a repeated pattern throughout our stay involving room security, privacy, housekeeping, food, room service, staff conduct and management. We booked this holiday expecting the quality and service associated with a 5-star Mitsis resort, particularly when booking through TUI, and unfortunately that simply wasn't the experience we received. The resort itself has a lot of potential and we really wanted to love our stay, but the service and management seriously let it down. For the price and 5-star rating, we expected considerably better.

Our accommodation was lovely, however there were lots of steps in the resort which we were not aware of which would have been a consideration due to my knee and back

All explained in my first comment. Amazing

Unfortunately my holiday at the Mitsis summer palace left me and my family coming home feeling like we had not enjoyed our time fully as the hotel main bufffet Management had been an awful experience for several nights. Unfortunately I had. Member sof my family waiting several hours for food . The restaurant manger was rude and unprofessional and averse evenings we had to go out without drinks in the evening as they told us they were too busy .

This hotel is advertised as 5*. The new rooms are 5* but the reception and food standard is definitely not 5*. The children’s entertainment was to far away in a different hotel to even consider leaving my child there which then ment she was bored for a full week!