The Island Hotel

"We have just returned (August 2026) from a week long holiday at The Island Hotel part of the TUI Platinum range 5* range of hotels. After reading many poor reviews of the hotel before travelling to the hotel we had already expressed our concerns regarding the food and staffing issues cited by many people who had visited the hotel over the last couple of months to a TUI customer services manager who eventually agreed to change our upgraded half board option to bed and breakfast only which I have to say was the best decision we made as the food was extremely poor. Breakfast at this hotel is ok if all you want are cold meats, cereals yogurt etc. if you are looking for hot options, then this could prove disappointing with food luke warm at best! I reverted to having Greek yoghurt for my stay. I occasionally had a fried egg on toast but had to ask the cook to make me a fresh egg as the ones standing didn’t look very nice at all as they had been standing for a while. Even the omelettes had been standing for ages. We spoke to a couple from Norway who had visited the hotel 10 times (said they were VIP guests and knew the hotel owner personally) who said that this year would be their last as the food was dreadful. The lady had complained about the cold food to the buffet restaurant manager who said that it wasn’t his responsibility to which she said she said well whose responsibility is it?? They said that the standards of service and food had been falling for a while. They cited staffing problems with only one of the original staff they knew remaining in the buffet restaurant. Staffing is clearly an issue at the hotel and the service therefore suffers a result of this. Upon arrival we were shown to our room 515 which was supposed to be sea view (paid for the upgraded room). We were very disappointed that this was barely a side view at best certainly not what TUI had described. It smelt musky also so I complained and whilst the hotel reception staff said they could not do anything I asked to see the reception manager the next day. The reception manager Olga (think I’ve probably spelt this incorrectly) was very understanding and very polite and helpful and said she would show us an alternative room which had just been vacated. This was in the main hotel building and was more like the upgraded sea view room TUI had sold us with a lovely direct sea view. She was extremely helpful and a real credit to the hotel! She appeared to be constantly changing rooms for guests including my sister, her husband and my niece. They were allocated a room in the same block as our original room albeit the floor below, again supposedly a sea view paid for upgraded room and there was a huge tree blocking any side sea view which made the room very dark and depressing, musky smelling and certainly not what you go on holiday for! With regards to the à la carte restaurants described by TUI. They are not open! Only the buffet restaurant and main pool bar/restaurant again very disappointing and one of the reasons we changed our upgraded booking from half board to bed and breakfast. This is a real shame as the hotel could be so much better but clearly a lack of reliable quality staff has resulted in this. The hotel grounds and pool areas are lovely however, I did not see the pools being cleaned and there was green staining covering the white cobbles around the infinity pool. In fact, one trip adviser review said that this has turned her white bikini green and it had to be thrown away! The relaxing pool was a lovely quiet area however again, the pool did not appear to have been cleaned and tiny white floaty bits could be seen around the pool edges /steps. Again, such a shame and very off putting. This hotel therefore is definitely not 5* and currently is probably a decent 3/4* at best. It has the potential to be a really lovely 5* hotel as I said, previously the setting and grounds are lovely, the hotel areas reception etc are nice and contemporary but staffing issues and quality of food, unavailable à la carte options really are letting it down. Would I return, No and could I honestly recommend it - unfortunately NO. Mandy M."

"We booked a week, based upon TUI advertising the hotel as a 5* platinum. Having stayed in many 5* resorts, this is by far the worst one sadly and a good 3, possibly 4* at best. Hotel grounds Beautiful grounds, stylish and chic decor and interior. Pool areas stylish, not seen any pool areas cleaned once during a week. Other areas around the hotel are mopped in the mornings. Beach is public beach, free sun beds for hotel guests. Not maintained at all by the hotel, sun beds old and uncomfortable and cigarette ends scattered. A dirty separate shower cubicle is available prior to departing, which was filthy you cannot use the spa - unheard of from any 4/5 star resorts I have been. Rooms We paid for a sea view, which was a side sea view if you stood and poked your head around the corner. Staff said barely any rooms are “sea view” so poor that TUI advertise and make you pay extra. We upgraded to a suite, worth the money and Olha was very helpful and sorted this out (reception managed, the most helpful member of staff here). Food We paid for half board, based on reviews changed with TUI who were reluctant to do so and said the reviews for food are good. Thankfully we had B&B, the “hot” breakfast food was barely lukewarm, one day the hot plates were off and the beans were cold and a guest spoke to the manager who said “what do you want me to do about it”. Restaurant staff aren’t friendly, as a family of 5 we were told every day to sit as two pairs and someone on their own. Yet a Greek family were allowed to join tables and sit as a 6. The breakfast is very poor, stick to cold options. Location far more picturesque parts of Crete and Greece. Gouves requires a lot of work, roads have sunken and not being fixed, a few shops and there was many tavernas to choose from. Go a little out for a short taxi fee to Basilico Nuevo Italian, The Island restaurant is the best local dinner option. Supermarket close by for snacks and waters. Taxi to Heraklion well worth it. Overall, the hotel has masses of potential due to its lovely grounds. However the general management (excluding Olha) are not interested in listening to guests and getting the most out of their hotel. Would not return and 7 days is long enough. Definitely not a platinum resort or 5 star hotel."

"The hotel entrance is modern and impressive. A massive thank you to Ohla - Reception Manager who helped us swap rooms from a dinghy 415 to 111. We paid extra to upgrade but so worth it! Grounds are lovely but very few staff around to maintain. Pools you have a choice but I didn’t see any of these cleaned during our week long stay. The beach is opposite the hotel but it isn’t sectioned off as private to the hotel and therefore not maintained. Sea was crystal clear. We originally booked half board but were able to change this to B&B just before commencement. We changed owing to the poor food reviews. Best decision we made but the breakfast was very poorly offered. Tepid bordering on cold “hot” food. I ate the pastries, cake and yoghurt. No fresh fruit available. Outside the hotel area is looking very much under invested and not pleasant to stroll. The Island Restaurant offered the best local food - not cheap. Heraklion was good for an evening out and change of scene €60 each way but worth the taxi cost. Definitely not a TUI Platinum but pushing a Bronze category for me. I wouldn’t return or recommend. Again special thanks to Ohla who was brilliant!"