Nice hotel but definitely NOT 5 star

This hotel is definitely NOT a 5 star. And needs to up its game significantly to play in the big league. Much as the booking process went very smoothly; Andre was very helpful but as soon as we got there and had paid for 2 nights it became evident that we had booked ourselves into a VERY badly run and mismanaged mess.

For a 5 star hotel, there weren’t even welcome drinks on arrival. And it didn’t end there. We walked into a filthy room that had hair on the floors and panty liner strips on floors; FILTHY. And there were no slippers to make us comfortable in this dirty place with stone cold tiles. COVID was used as an excuse yet the spa provided slippers. We called reception and were told that someone would be sent to clean- no apology. The leaking showers and slippery floors are a safety hazard; my daughter and I both fell in the bathroom on our first night! Too tragic to be made up. Both bathrooms do not have towel rails or space to put cosmetic bags. The slippery floor perhaps? Andre the GM was very unperturbed when informed of the uncleanliness and our general disappointment. Instead he seemed surprised that we even raised any issues.

Dinner at Gorgios and breakfast were a saving grace in this mess of a place. After our first night and visit to the spa we found the rooms unmade at 1:30pm!!?! When I called reception, yet again the response was as though this is normal. The cleaning lady came and informed us that unless you call reception to request housekeeping your room remains uncleaned! I was gobsmacked! Unbelievable!!

Things just kept going downhill. When my baby girl misplaced a shoe and I had to look under the bed, it was disgustingly FILTHY! There was a dirty old sock and crunched papers under the bed, proving that cleaning is not a priority in this joint. When I reported this to Andre, YET AGAIN HE WAS UNBOTHERED and rendered no apology.

I DO NOT RECOMMEND this place and WILL NEVER return. There is ZERO management and no leadership. The hotel itself is quite nice but the service is beyond appalling. The place doesn’t quality to be a 5 star, only the less travelled will believe this lie. Andre and his staff are going to run this place to the ground. Perhaps a new broom will sweep clean - excuse the pun.