Hilton Chania Old Town Resort & Spa

"The hotel itself is beautiful as its only a few months old. Set about a 7 min walk from the harbour where there are literally dozens of restaurants. Our room was on the 5th floor with a partial sea view. There's quite a lot of construction going on so it wasn't the prettiest view but we were not too bothered as we didn't use the balcony for sunbathing. The 6th floor pool with sunbeds is very nice but very small. The cushions on the sunbeds are so thick and comfortable and the towels provided are nice and big. There are only 24 beds the pool and this time of the year only 12 are in the sun so very limited. There is a sign that says beds cannot be reserved and if left unattended for 15 mins or more management have the right to remove your towels and belongings, but this never happened. We only struggled to get a bed on our last day (we were there for a week) as we were up early so managed to get beds. On day 7 we went to level 7 where there are 8 beds on the roof level but there are no toilets and no bar service up there. If you order something from the bar on level 6 the staff will happily bring it up to you. Breakfast is a la carte and the choice is huge. It was lovely and we really enjoyed the quality and quantity but service can be hit and miss. One morning I had to ask 3 times for hot water for my tea. The staff are wonderful. Harris and Manolis in the breakfast room are very friendly. The women who work in the bar on level 6 are great. Our room and the hotel was spotless, the gym is good, nice and cool with plenty of weights etc. Despite the sunbed situation this hotel is fab and we loved our stay and the area."

"I booked the hotel months ago and have been following all the reviews on TripAdvisor and Google and was really looking forward to a 5 star experience all the other reviewers were having. We did not. It started great- 5 stars for the check-in crew, Athena & Sofia. Delicious welcome drinks and treats, and they were pretty fast. They left us a wonderful bottle of prosecco, fruit, and treats. Thanks so much! The room was lovely. Comfortable bed, and a nice layout with a separate toilet and shower/tub. Ample space for items, and the plunge pool on the deck was lovely. Water & soft drinks were included, which was nice. That's where it ended for us. Onto the issues: At check-in, they said they could make up the couch/bed for my 8-year-old. When we left the hotel to go to dinner in town around 6pm we asked the front desk if they could make up her bed and give us more ice so it was there on our return.  Around 8 pm, we got back, and there was nothing made up and no ice. We called the front desk and asked again. Room service brought the ice quickly, but we waited for housekeeping to come for 20 mins; no one came, and we called again. They apologized and said they would come soon. Another 20 minutes went by and nothing. After 3 calls and a very tired child, I went into the hall to see if someone was doing turndown, just to ask for sheets/blanket/pillow so I could do it myself. There was no one to be found, but the cart was sitting there, so I just took the items and made up her bed and turned on the do not disturb. At 9:30 (an hour 1/2 later), when my daughter had already fallen asleep, the maid started pounding on the door and woke her up. My husband told her off, and she left, and we called the front desk again to tell them - they said that this would be fixed the next day. Thankfully the next day they brought in a rollaway bed, which worked better for the next few days. Breakfast area was nice. It was an à la carte breakfast, but then they had carts of food there rolling around. In theory, this sounds good, but it was awkward if you wanted to try a few different things. My husband and I didn’t order but my daughter only ordered a tiny pancake, and it took about 30 minutes to arrive. We asked for the chocolate on the side- it was on top.  We tried the pool in the afternoon. It is such a small sitting area that it gets packed quickly. The pool is small but a good temperature. The bar at the pool only has 3 wines total on the menu, which was very limiting and not what I expected at a 5-star resort. To get service, we had to get a menu from the bar, then wave multiple times at the waitress to get her attention because she never came over. I went to the bar to get a drink and they told me to wave down the waitress. They changed shifts, and there were more people, but you still had to wave them down at any point to get something. The location is great for walking into the old city, but the surrounding area is pretty derelict. The tiny beach out front is full of trash. When you leave the hotel and walk out of the old city either way there are abandoned buildings in either direction. On the right walking toward the city, there is an dirty/abandoned building by the restaurant. The Hilton should invest money into making the view nicer. Maybe they could hire someone to pick up the trash on the beach and to feed the stray cats. It was nice sitting on the deck and looking straight ahead, but if you took photos left or right, you had these awful buildings in your view.  Lastly, I just saw today in another review there was an option to go to their beach club? This wasn’t mentioned or advertised to us at any point. We would have taken advantage of it."

"Mixed feelings, I would say that this is a fantastic hotel for a few days but not really “resort” hotel. Small pool under 4ft deep and very few sunbeds in the sun. We were there 11 nights and missed swimming daily, albeit there is an indoor pool in the spa, but we love sunbathing. The staff are all fantastic, cannot do enough and the rooms lovely, the housekeeping however is not good, glasses and spoons not replaced, not a great problem just washed them ourselves, but coming into an unfinished room and finishing putting pillows in pillowcases is really unacceptable for a 5 star hotel, also very dusty around skirtings and green patches in the pool. Breakfast is very good but service hit and miss, personally I would prefer buffet breads etc, slow service with the trolleys was sometimes frustrating. I hate to give negatives as it really is a fantastic place and the people wonderful. Go and you will love it. Little tip, get reception to book sunbeds at the beach at Salty Sin, it’s lovely. Also try the Sushi on the 6th floor it’s to die for."