"I was really excited to come to this hotel due to the perception, images and videos I saw online. I was even ready to book to come in October but as soon as I came I realised this wouldn’t be the case.
Pros:
- The hotel has one of the most beautiful spas I have seen in a hotel. It is airy, neutral and intimate. They have a sauna and hamman which you can use on pretty much a solo basis for 15€. This is great as I have been to other 5* hotels on the island and elsewhere which charge 70-90€ for use of their spa. The use of the facilities is free with a treatment. The relaxation area is gorgeous.
- The spa team were the friendliest. Kyriakos; the spa manager was always welcoming and helpful. Maria Maria Maria… what can I say. She is the best massage therapist I have come across over many years. She was attentive, detailed, precise and it’s as if she gave this ‘loving’ towards my body. The whole treatment was a beautiful ritual with scented oils, sprays and mindful elements. I wish I could take her home! I booked in for two 90 minute treatments with her.
Lastly, Ornela; the beautiful yoga teacher. I enjoyed two yoga classes with her on the rooftop. She is such a sweet, friendly and smiley lady and it was a pleasure to meet her. She has a really caring nature.
- The evening dinner team were friendly and helpful. Demetrios; the manager was friendly and helpful and there was a young boy in the evening restaurant who was always smiling and polite.
Cons:
- First and foremost is the inconsistency in customer service. I have visited many 5* hotels and Theros customer care is no where near 5*. When I arrived at 12pm midnight, the receptionist was rude and dismissive. Had no conversation with me, no welcome, no information of the hotel and its facilities and offerings. She took me to my room and didn’t even offer to help up the stairs with one of my bags.
I emailed the hotel earlier to request an iron and ironing board in my room which they said is possible and when I came to my room it wasn’t there. I called the reception lady and she didn’t apologise. I said can I have one in the morning early and again was dismissive saying “What time - 5am, 6am, 7am?” whilst laughing. I asked for 7am. She calls at 7am and says this is your wake up call. I said I didn’t request a wake up call, I wanted an ironing board. She called back saying they don’t have these in the hotel…
I asked this same lady later on in the morning to join yoga and she said she doesn’t know if it’s start at 10am or 9am. She said it’s at the spa. I said I don’t know where the spa is as she gave no info to me when checking in. I also caught her scrolling on her phone with her AirPods in as well as a few other colleagues on their phones.
- No filtered daily water in room. No mini bar. No herbal tea. No kettle. Espresso machine. Another guest said she stayed in two rooms and complained as both machines had a dirty ‘film’ where the water was held.
- The majority of the Breakfast team were slow, talking and didn’t look like they wanted to be there bar a few ladies making the coffee and a Thai looking woman who was always smiling. However, one morning I requested vegan avo on toast which was laughable (they use this fake avocado cream), and she brought me this with 2 eggs which she didn’t realise wasn’t vegan. On check in, you fill in a form asking dietary requirements - Does none of the food team check what you write on there?
Breakfast was poor with a lack of variety, taste and a lack of vegan options.
For dinner I requested a tomato sauce with pasta which I was charged 22€ for a salty dinner.
- No bar service at the swimming pool. Always have to get someone’s attention if someone is there or scan a QR code by your parasol. The QR code never worked for me. I’m at a 5* resort. Why is everything on a QR code? What if you don’t have a smartphone?
- The suites are nothing special. There is a hotel called Mosay a 2 minute walk away which looks exactly the same. The private suites with swimming pool are not private!
The shower is open air with no where to place your soap. If you like privacy, there is no door to the shower. The soap amenities were in used up plastic bottles which looked old.
The hotel is a nice design, but there are many hotels nicely designed on the island. If you want exceptional service, consider The Ritual, KOIA or Oku.
All of these differentiate themselves with exceptional customer service throughout, thoughtful written daily letters, takeaway gifts and a genuine ability and desire to help."
