Divani Palace Acropolis

"I strongly caution prospective guests to consider the level of customer service they can expect from Divani Palace Acropolis before making a reservation. I booked a stay for October 25–26, 2026, but an unexpected family medical situation involving my aunt prevented me from traveling. I contacted the hotel well in advance of my scheduled arrival, explained the circumstances, and requested either a cancellation or the opportunity to reschedule my stay. Rather than demonstrating any flexibility, the hotel refused to issue a refund, declined to provide a voucher, and offered no meaningful alternative. Its response simply reiterated the nonrefundable policy without addressing the circumstances or making any apparent effort to find a reasonable resolution. **To make matters worse, my reservation was subsequently canceled without my authorization or consent.** Not only was I denied a refund or reasonable accommodation, but the cancellation also prevented me from leaving a review through the original booking platform. I find it particularly concerning that a reservation could be canceled without my express permission, effectively eliminating my ability to share my experience through that platform. I fully understand that businesses establish cancellation policies. However, there is a difference between enforcing a policy and refusing to exercise any discretion when a customer experiences a genuine family hardship. I was not demanding special treatment. I was willing to reschedule, pay any reasonable rate difference, and preserve my business with the property. For a hotel presenting itself as an upscale hospitality establishment, I expected a significantly higher standard of customer care, professionalism, transparency, and consideration. What is most troubling is not simply the refusal to accommodate an unforeseen emergency, but the overall handling of the situation, including the cancellation of my reservation without my authorization and the resulting inability to leave feedback through the booking platform. This experience has left me with an extremely unfavorable impression of Divani Palace Acropolis before ever setting foot on the property. Hospitality should extend beyond collecting payment and rigidly enforcing reservation terms. **Prospective guests should be aware that, based on my experience, even a legitimate family medical hardship may not warrant flexibility, and a reservation may be canceled without the guest expressly requesting that action.** I cannot recommend this property based on its handling of my reservation, its unwillingness to consider reasonable alternatives, and its disappointing approach to customer service."

"Beautiful views, but deeply disappointing management and customer service This is a beautiful hotel in Athens with a wonderful view of the Acropolis, 2 nights in September 2026. Unfortunately, our experience was seriously let down by the way management handled a problem. We left two pairs of glasses in the panoramic restaurant, one of them Ray-Ban. They were never returned. We are certain we left them there, and their disappearance leads us to believe someone took them, although we cannot know who. After several exchanges with the hotel manager M.Grigoratos Gerasimos, we felt that our honesty was being questioned. He insisted that his employees were perfectly trained and that, had our glasses been left behind, they would have been returned. This response was dismissive and did nothing to address our concerns. Despite spending more than €1,000 between the two of us, we received no apology, compensation or goodwill gesture for 1 Ray Ban stolen and 1 simple one not branded. More than the monetary loss, it was the lack of empathy and consideration that we found unacceptable for a hotel of this standard. We regularly stay in luxury hotels, many even more impressive than this one, and would expect concerns like these to be handled with understanding and professionalism. Instead, we came away feeling that our account had simply been dismissed. A beautiful setting cannot make up for poor customer service. Based on how our complaint was handled, I would be reluctant to recommend this hotel. You may enjoy your stay—as long as nothing goes wrong."

"2 positive notes: the location because it is right in the center near the acropolis and then the rooftop restaurant with an impressive view These are the only 2 positive notes The room is very basic, bathrooms completely need to be redone; unfortunately, there was a hair under my pillow and this disturbed my sleep even though I obviously changed the pillow. Very cold and detached staff"