Guest User
September 27, 2023
The service does match the stay. We were super excited for this stay, as the room was so nice, however, a damper was put on the stay because of the total disregard of care for customers (and a stray hair in the Jacuzzi). The smoke detector startled me awake at midnight and continued to loudly beep every 30 secs for the rest of the night. My boyfriend emailed the contact at that time to inform them, as there's no reception available in the evening. The beeping kept me awake all night, however, this isn't an issue according to the hotel managers (there's a woman, man and a younger guy who worked there). The woman laughed it off - saying "everything happens at night, not during the day" and asked why we didn't have earplugs. She allowed us to store our luggage in the reception area after we checked out, and just asked that we pick it up by 5pm. My boyfriend asked for compensation for the inconvenience for the lack of an entire night's sleep, and she hesitantly said she'd have to ask. We returned at 4pm to pick up our luggage and it was the younger guy working (Nick Jr perhaps?). We asked about the compensation (which he told us he didn't know about, so he called someone). After getting off the phone he told us they charge for storing the luggage after check out (the lady didn't tell us that at all, so I call B.S), so that's our compensation (worth 15 euros) for a 200 euro+ room. He also said what happened wasn't considered a problem, because it wasn't a physical problem with the room. Apparently they don't think going a night without sleeping is an issue. I told the guy nobody had even taken the time to reply to my boyfriend's email notifying them of the issue (by this time, at 4pm, they should've responded with some type of customer service, stating they apologize for the inconvenience, at the very least!), and his retort was that nobody is up at that time (wait...we WERE! Because of their alarm, which we couldn't access in our 2 storey room). Still- someone should've replied when they checked the email. He then took the business card on the desk and told us we should've called the emergency number. I didn't even know there was an emergency number! I told him nobody informed us there was an emergency number or what to do in the event we needed to contact reception when they had left for the night. Was I supposed to stumble down the steep, dark steps at night to search the main desk for a business card? Huge lack on their part, but this young guy was on a mission to be "right" or win... his immaturity and arrogance shone through. There was absolutely no desire for him to show any care, customer service, or apologize for our major disruption, and frankly, I would've preferred to stay at our previous accommodation (Hotel Attiki) where the customer service was EXCEPTIONAL!