After an international flight, a hot trip from Athens airport & locating the hotel, we were 'greeted' by a surly receptionist.
We had booked two rooms for three nights 10 - 13 Aug. We made the booking through an online agency. The booking was confirmed by email, we printed the voucher. The voucher states 'under no circumstances must you charge the guests for the services listed on this voucher. Only additional hotel services are to be billed directly by the hotel to the guest'.
We presented our voucher to the receptionist. He checked our booking, and after 5 minutes he told us the booking had been cancelled in July. He couldn't explain WHY it had been cancelled and that we should "contact the online agency ourselves".
He rudely said "its not my problem, you have to sort it out yourselves". "Its probably a problem with your credit card"! He then said "I have 2 rooms available but you will have to pay for them,". We should "be quick because the hotel is fully booked".
We attempted to contact the online agency on the house phone. The number we had seemed to be engaged to us. Unfamiliar with Greece's phone tones, we asked the receptionist if he could possibly call for us. After numerous requests, he begrudgingly made a phone call in Greek. He didn't bother to explain the conversation to us. He told us to sit down and wait for a return call from the agency. We sat for 30 minutes, whilst waiting a senior staff member arrived at reception. He searched the database and found the booking.
Another conversation in Greek to the agency and we were allowed to book in.
At no time did they apologise or give an explanation for their mistake.
We were impressed with the rooms.
Breakfast wasdissapointing, in a badly designed dinning room. The food was basic, and the coffee bad.
The hotel is in a good location, unfortunately the customer service was apalling if not dodgy.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC