"We stayed at Mitsis Selection Blue Domes expecting a five-star all-inclusive holiday, and whilst the resort has some positive aspects, our overall experience was significantly let down by serious concerns about food, disappointing customer service and the way complaints were handled. Unfortunately, the problems we encountered left a lasting negative impression and have made me question whether the level of service genuinely reflects a five-star resort.
Suspected food poisoning and disappointing support
One of the most distressing parts of our holiday was becoming seriously unwell after eating lobster pasta at the Destination Greek à la carte restaurant. The lobster had an overpowering fishy smell, which should have raised concerns about its freshness. Following the meal, I experienced vomiting, diarrhoea and a fever, leaving me unable to leave my room and significantly affecting my holiday.
I sought medical attention and required treatment from the resort’s doctor. This was not simply a case of feeling a little under the weather; it was an extremely unpleasant experience that took away valuable time from a holiday we had paid a considerable amount of money to enjoy.
The following day, I was offered complimentary room service because I was too unwell to leave my room. However, when my girlfriend called to place an order, she was told that only my room-service trays were free and she would have to pay for her own.
I find this astonishingly poor customer care. My girlfriend was looking after me while I was ill, and the obvious alternative was for her to leave me alone and go to the restaurant to eat by herself. Despite the circumstances, there was no apparent flexibility or consideration for the person caring for an unwell guest. Offering complimentary room service in these circumstances, only to make the accompanying partner pay for her own tray, felt unnecessarily rigid and completely lacking in empathy.
Aegean Adventure excursion – inadequate information and a thoroughly disappointing experience
The excursion to Nisyros was another major disappointment. We paid €116 for two people through Mitsis’ own website/app, expecting a well-organised experience. Instead, we encountered a series of problems that could have been avoided, or at least better anticipated, had the concierge provided proper information when I specifically approached them before booking.
The collection was scheduled for 08:50, and the concierge instructed us to be ready at 08:40. We were ready on time, yet the driver did not arrive until approximately 09:23. The transfer then involved unnecessary driving between nearby hotels, the driver appearing to argue on the phone, and driving that I found concerning, including excessive speed, overtaking and sudden braking. At the subsequent transfer point, we were left waiting again while the driver appeared to be arguing on the phone.
The boat itself was nothing like the experience we had anticipated. It was a large pirate-themed vessel carrying approximately 70 passengers, with extremely limited seating. There were no available seats on the upper deck for the journey to the first beach stop, meaning we had to sit downstairs and missed information being provided by the guide above. We had paid for an excursion, yet could not properly access the information that was part of the experience.
The most frustrating issue, however, was the cash-only arrangement for drinks, which we had not been told about before booking. We only had Apple Pay with us, so we could not purchase drinks during the first part of the trip. We were sitting in the hot sun, and my girlfriend became dehydrated and developed a headache. She could not even buy a bottle of water on board because we had no cash.
This was entirely avoidable had someone simply explained the payment arrangements beforehand. It is difficult to understand why such a basic and important practical detail was not communicated to us when I had specifically visited the concierge to ask questions before committing to the excursion.
The first beach stop was equally disappointing. We had not been told to bring our own towels, and no towels were provided. As a result, we could not swim because we had no way to dry ourselves afterwards. This was another basic requirement that should have been clearly explained before we paid.
The food advertised as a BBQ was also extremely poor: one overcooked pork skewer, chopped cabbage and a slice of baguette. The pork was so overcooked that it was difficult to chew.
I want to be clear that my frustration is not simply that the excursion failed to meet my personal preferences. It is that I specifically approached the Mitsis concierge before booking to obtain useful information, yet received virtually none. The interaction felt rushed, with greater emphasis on taking payment than on explaining the practical arrangements or helping us understand what we were purchasing.
Had we been told about the cash-only drinks, the need to bring towels, the nature and capacity of the boat and the limited seating, we could have made an informed decision about whether the excursion was right for us.
A positive mention
One member of staff who deserves special recognition is the gentleman who comes around offering drinks to guests by their private pools. He was an absolute star ⭐️. He was friendly, attentive and consistently provided excellent service. His positive attitude and helpfulness stood out and were genuinely appreciated.
The complaint handling made matters worse
Following the excursion, I submitted a formal complaint requesting a refund. My original email was not acknowledged, forcing me to visit Guest Relations in person to enquire about it. I was then promised a response by a specific date, which was missed, and I had to continue chasing the matter.
Mitsis eventually acknowledged that the information and guidance provided before booking had not met the standard I reasonably expected. They confirmed that the concierge team had been reminded of the importance of providing better information and that excursion descriptions would be reviewed.
Despite acknowledging these shortcomings, Mitsis refused to offer any financial compensation.
I appreciate that the excursion was operated by a third party. However, it was promoted and booked through Mitsis’ own official platform, and I had sought information directly from the hotel’s concierge. My complaint was specifically about Mitsis’ own role in providing that information, not simply a demand for the excursion operator to accept responsibility.
An apology and promises to improve things for future guests do not undo the experience suffered by the guests who encountered the problem in the first place. I gave Mitsis repeated opportunities to resolve the matter privately and reasonably, but ultimately felt that the priority was to close the complaint rather than offer a fair resolution.
Overall verdict
A five-star resort should offer more than attractive grounds, pools and facilities. Guests should be able to expect appropriate food standards, compassion when they become unwell, useful and accurate information before purchasing additional experiences, and a fair response when things go wrong.
Our holiday was affected by a serious episode of illness, a poorly communicated and disappointing excursion, and a complaint process that required far too much chasing for very little resolution.
I am giving Mitsis Selection Blue Domes three stars because there were positive aspects to the resort, including the excellent service from the gentleman who offered drinks by the private pools, but these experiences significantly undermined our stay.
Would I return? NO. I expected a five-star experience and a five-star standard of customer care when problems arose. Unfortunately, the way these issues were handled has left me deeply disappointed and reluctant to recommend the resort without reservations."
