We had a rather positive first impression on arrival with champagne and a relatively warm welcome from reception and got told we had been given a free upgrade as they had double booked up all the rooms we had originally selected. When I got told this from the images I had seen online of a deluxe sea view room I had high hopes for what was waiting for us. Tea and coffee making facilities were the extra sense of luxury, for what was meant to be the peak of its class (5*) the room was very average, clean with a nice view but not wow. The Elite floor which we had been upgraded to had a lounge which I assumed as I not been told other wise I could go into and there were refreshments in there. On first entering this lounge the women at the desk was very quick to ask if we had been given an upgrade which we confirmed only to then be told that this perk of the package would not be something on offer to us, somewhat baffled I walked out embarrassed. Two days into the holiday we found our tour operator info file in the guest info room and it had written free use of Gym and one use of sauna per stay. I asked at reception if we would have to book it but then was told actually we cant use it as we didn't have that specified on our booking and to use ANY of the spa/sauna would cost a jaw dropping 20 Euros each! referred back to the document but as this was an error on our tour operators part they disregarded this being an issue and did not apologise or compromise, it seriously was laughable to think this was 5* service. He even had the cheek to say you have already been given a room upgrade but your still not happy, very cheeky.
When I took this up with the guest relation staff Michael, he was smug and defensive repeating what the guy on reception had said its not our fault and once again showed no sign of a goodwill offer. In the end I had to push for an answer of what they could do for us but he didn't want to give me one then and didn't get back to me the following day either I had to chase him down! to be told we could have a "heat experience voucher" which basically meant use of the sauna ect oh for 2 hours.......They really were stingy and still cant believe you had to pay for water at dinner yet they have it included at breakfast and champagne! inconsistent and frustrating.
I could not fault the waiters/cooks they were extremely friendly and the food overall was very very good, this place no doubt is impressive but need to learn some serious lessons in customer service.
- Official Description (provided by the hotel):
- Located right on the beach in a blue-flag awarded area next to the famous monument of Kalithea Springs and just 8 km away from Rhodes town, the newly built 5 star Elysium Resort and Spa stands in a class entirely on its own. Impeccable style and attention to detail is complemented by a blend of contemporary luxury, sophisticated services and culinary splendour. World class SPA with ESPA branded products & posh executive floors available. ... more less
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- Also Known As:
- Elysium Resort And Spa
- Elysium Hotel Kalithea
- Elysium Resort & Spa Rhodes, Greece