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“Beautiful caldera view, but not worth the money”

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Mystique Luxury Collection Hotel
Ranked #16 of 56 Hotels in Oia
Certificate of Excellence
New York City, New York
Level 5 Contributor
61 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 179 helpful votes
“Beautiful caldera view, but not worth the money”
Reviewed 22 November 2011

Gorgeous setting, friendly staff, comfortable rooms, great food, but unfortunately we can't say it was worth the money. It was the smaller things that added up, such as torn towels, broken shutters on our window, some issues with transportation and other various service related issues. The staff really do make an effort, but on a five-star standard, they miss the mark. That is probably the most important thing to note: this is a nice hotel with nice people, but they are charging way too much for the level of service and amenities they provide. Part of the issue was the national strikes that paralyzed the country for the duration of the Summer and Fall. We were originally scheduled to visit Santorini in early July, but due to several issues, to include strikes which halted all rail, airplane, ferry, and almost all other modes of transportation, we had to postpone our reservation. Mystique was kind enough to allow us to keep the credit we already paid for until the end of the 2011 season, and when we emailed to inquire about making the trip in mid-October, Antonia gave us an exceptional discount and upgraded our room. We were really looking forward to our trip, as Santorini is always touted as one of the top romantic destinations in the world and Mystique is known for being the best on the island.
The positives: When we arrived by ferry from Crete the first morning, we had our own private driver from the hotel waiting for us with cool water and an air conditioned vehicle to whisk us away to the resort. The views along the way were stunning, and when we made it to Mystique, the views only got better. It was amazing to watch the staff who carry the luggage/laundry/groceries for the restaurant/trash up and down the stairs. They definitely have their work cut out for them, and they smile and greet you even if they have three suitcases in hand! At the front desk, we were promptly shown to our Spiritual Suite which was on the far corner of the resort. The room was simple and minimal but well done and clean with plenty of space. The exercise equipment is off in a side room, so you barely notice it if you are not inclined to use it during your stay. The mini bar was well stocked, and complimentary water was resupplied daily, along with fresh fruit. The stereo system took a bit to figure out, but it worked great once we got it working and were able to listen to music in any room of the suite. The bedroom is very spacious with an extremely comfortable bed. The bathroom was nice as well, with plenty of toiletries, to include sunscreen, which was great. The rain shower was the perfect start or end to a day, and as stated in previous reviews, there is a giant spa tub in the bathroom as well which gives off a lot of humidity. It helps to keep the door shut, but the humidifier wasn't working very well regardless of the setting. The deck outside our front door had another large spa tub which was always just the right temperature.
Every morning, the staff would bring by coffee and cookies with plenty of refills while we sat on our sun deck. We enjoyed a huge breakfast each morning at the restaurant, which has a beautiful view of the caldera and the nearby islands. The restaurant staff had a good sense of humor and excellent English skills. We had dinner at the restaurant our last evening, and the staff were always courteous, helpful with any food or wine recommendations, polite, and attentive. The two bartenders were awesome and were very amiable and always served expertly mixed drinks.
Areas that need improvement: The main aspect that downgraded our opinion of Mystique's service was the housekeeping. We were not sure if it had to do with the fact our visit was so late in the season (the hotel was scheduled to close for the year a few weeks after our stay), but, in general, both the daily housekeeping and the turndown service were lackluster and rather haphazard. Although water and fruit were replaced daily, we only received the larger, plush bath towels on the final day of our visit. The other towels in our room had holes the size of my fist or tears and were not replaced in a tidy manner. Instead, the towels were folded or rolled in different directions and placed randomly on the shelves. The toiletries were filled/replaced most days, but not all.
On one of the afternoons, the power went out across the resort. We were receiving massages at the time, and soon the power came back on, but when we returned to our room later that evening, we discovered that none of the items in our bathroom that require electricity were working (hot water, both the indoor and outdoor hot tub, the steam shower, outlets, etc). We called the front desk, but were informed that an electrician wouldn’t be able to arrive for several hours to fix the issue. We decided to wait until the next morning instead of having the electrician come in during the middle of the night. They did eventually fix the issue, but we were without electricity in our bathroom when we left for sightseeing the next day.
The concierge staff wasn't as knowledgeable as we expected from this caliber of a hotel. As always, they were very polite and kind, but when we asked for assistance in finding a scuba dive operator that was still working this late in the season we were given two shops. One of the shops was boarded up when we went into town to speak with them, but the other was open, although for limited hours due to the weather and the lower end of season demand. When we spoke with the concierge about mopeds, they told us it wouldn't be a problem, but when it came time to make the reservation we were told it wasn't possible due to the fact neither of us had our international driver's licenses (IDL) with us. This should have been addressed when we first requested, but regardless, the moped dealer informed us that we could rent ATVs without an IDL. We chose to get an ATV through Mystique's recommended shop, and after doing the required paperwork the company showed us how to operate the vehicle. The company's representative told us that we would need to get gas soon because there was less than a quarter of a tank, but we would only be expected to return it at the same fuel level. We didn't use the ATV that night, but waited until the next morning when we were going to head to the beaches across the island. We didn’t get a mile away from the hotel before the ATV sputtered and stalled because it ran out of gas. We were outside of town, but thankfully we had our cell phone with us (and also we had luckily purchased a Greek SIM card the day before) or one of us would have had to walk back into town. There's no gas station in Oia and you have to drive to Fira in order to buy fuel, which made us rather perturbed that the vehicle company knowingly gave us that little fuel. We called back to Mystique, who promptly called the company and called us back to let us know their representative would meet us very soon. The rep came in about 10-15 minutes and gave us more gas and told us someone "must have stolen the gas because that is a common problem". If it is such a problem, then they should install locking gas caps so their customers aren't stranded on the side of a road with 5 km to the nearest gas station! After we returned, the concierge apologized for the inconvenience. In the morning, the day of our departure, we were informed by the hotel staff that there would be a ferry strike. One of us was leaving by plane through Athens, and the other by ferry through Crete. We were told that in previous strikes that only the boats departing from Piraeus port in Athens were affected and that the inter-island ferries would still run. I don't know if the staff called the ferry companies to confirm, but they didn't seem concerned with the upcoming strike. Unfortunately, they should have been because we found out shortly after that no ferries were running and the flights to the main land booked up within an hour. The staff did work with travel agents, but we didn't feel that they were prepared or acted as efficiently as they should have been. We ended up “camping out” in the airport to try to fly stand-by and had to spend another 600 dollars on a completely new flight and I had to spend an extra night in London for yet another 200 dollars because of their lack of planning. We later found out that the ferry strike had been planned for several weeks, making us further question the reliability or knowledge of the staff.
Another smaller issue was the location. Mystique is about a 5 minute walk to the pedestrian walk of Oia where all the other restaurants and shops are. This area probably allows them more peace and quiet in the high season, but we felt as if we were out beyond the fringes. Due to their inner setting on the caldera, Mystique also doesn't have a view of the ever-popular "Santorini Sunset". You can watch the beautiful sky shift colors over the neighboring islands, but you won't be able to watch the sun dip into the ocean every evening from the privacy of your suite like some other resorts offer.
After analyzing the overall performance of this staff and hotel in general, unfortunately it confirms our recent trend of disappointing large-chain, luxury-brand properties. We thought that the service was parallel to that of a 4 star property all in all, but with the poor housekeeping and exorbitant prices, we decided that we could only give our experience a 3 of 5. Most of the staff we spoke to had only worked at Mystique for one other season, if that. There were a few members who had been on the property for several years, but they were few and far between, and the lack of experience shows. Although Mystique enjoys a beautiful vantage point and congenial staff, it doesn't warrant anywhere close to the price it charges. We can't recommend this hotel and would not return.

  • Stayed October 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
6 Thank Steph_Richardson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MysOia, General Manager at Mystique Luxury Collection Hotel, responded to this review, 30 November 2011
Dear Guest,

Thank you very much for your review on Trip Advisor.

We truly appreciate your wonderful comments. This is our greatest reward for all our efforts to offer excellent product and service.

Please let us make some notes on your concerns:

Your room was part of the new extension of the hotel. The construction was completed in April 2011, therefore we are very surprised to hear about broken shutters. Even on the inspection process during the closing of the hotel we did not note such a fault. We will be very happy to hear from you more in detail on this matter, if you would like to send me personally an e-mail.

So far, we have received great feedback on the housekeeping service. Especially during the low season, since vacancies allow, we tent to store and withdraw the worn linen and leave in use only the best ones. Therefore, we are very sorry and surprised to hear about worn towels, since a large part of our linen was already packed for storage.

Power cuts do happen sometimes on the island, not very often thankfully, but it can affect electricity switches in the hotel. If the issue can not be resolved by our Night Manager, then a member of the Maintenance Department can be at the hotel in approximately 40 minutes, unless our guests decide they would not like to be disturbed during that time.

On the island of Santorini, there are only two diving centers. It is not because of the low season. In general there are only two diving centers available and the Concierge directed you to both of them. Concerning the moped, indeed the law requires an international driving license, while for quads (4 wheelers) any nationality driving license is sufficient. Regarding the fuel, this was an unfortunate incident that does not happen often, but definitely it is discussed with our associates in order for them to find a solution so it does not occur in the future.

We do understand that the strike condition this year has created inconveniences for all visitors in Greece. The fact is that there was always a way to travel. When the air traffic controllers were on strike, then the ferries were running. When the ports were on strike, then the flights were operating. Our Concierge consists of people that have been working for many years in the hotel industry and have faced similar issues many times in the past. Not even one time any of our guests was left behind unable to travel. We always found a solution for our guests to leave Santorini and travel to their destination and we even assist guests that stay in other islands and other 5 star properties to travel and arrive to Santorini on the scheduled date. Of course we always have to wait for the official announcement. We can not change the travel plans of our guests if there is not an official announcement by each authority. Our guests would not like that either. In addition, once the official announcement is made, we action very fast, because there are different alternatives and we always try to book the best possible option, time and cost wise. If the guests take time to think about it and then decide, of course the available seats are booked and we need to reach to the next alternative. All this procedure is being followed by our Concierge and not only one, but three people that are in constant communication with airport, airlines and ferry agencies.

Regarding the famous Oia sunset, with the sun diving into the sea, the only area from where it can be seen is at the end of the village, which is the end of the island and it offers unobstructed view. At any other place where the luxury hotels are located, the ground forms curves, therefore the rocks on the west side prevent the direct view.

We would like to thank you one more time for your valuable feedback and we truly hope we will have the opportunity to welcome you back in the future and offer you a memorable holiday.

Kindest Regards,

Antonia Veskou
Hotel Manager
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London
Level 2 Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 7 November 2011

My husband and I stayed at Mystique in May 2011 for 3 nights and had the most fabulous time.
We were met from the airport and driven to the hotel in Oia where the first thing which hits you is the most fabulous view of the volcano! This never gets old however much you look at it.
The staff were lovely and welcoming, they gave great advice about places to eat and things to do. They booked our restaurants and our cruise for us which is a great thing to do whilst there.
We had a lovely room which was built in to the rock, we had a bedroom, a sitting room, a beautiful bathroom with the permanent bath and quite a private terrace, I noticed that a lot of the other rooms didn't have such a private space but this is purely because of the nature of having a hotel on the side of a cliff!
We ate in the restaurant in the hotel on the first night and although the oven was broken so we couldn't have certain things and the bill was eye watering we had a delicious meal again with views which were completely unbeatable.
We loved our trip and the hotel, we would go back in a heartbeat.

Room Tip: Ask for one with a slightly more private terrace.
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  • Stayed May 2011, travelled as a couple
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Helpful?
Thank chubbs1London
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
United Kingdom
Level 2 Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 31 October 2011

My husband and I got married at Mystique in September last year and I can only apologise for it taking me this long to actually write a review so here it is:

Mystique itself and all the staff here are, without question, outstanding. Nothing is too much trouble for them to organise. All the staff go out of their way to make your holiday relaxing and memorable.

We got married on the 27th September 2010 and it was too beautiful for words. Everything was organised to perfection. This included the photographer, the hairdresser and make-up, the videographer, flowers and the cake. If you look on the hotel's website you will see a few pictures of our wedding.

We returned to the magical island of Oia again and stayed at Mystique as we celebrated our first wedding anniversary. Antonia, the general manager automatically upgraded us to one of the Villa's which was magnificent as it was totally secluded and private, just what we needed.

Oia is one of the most beautiful places I have ever visited. My husband and I have been here 3 times now so it must be something special! The restaurants are truely amazing here; Ambrosia being one of the finest and one of the most romantic to Roka that does the most amazing traditional greek dishes in a more traditional atmosphere.

I just want to say (once again) Thank you Antonia, Eirini and all of the staff here for making our wedding and our first wedding anniversary something very very special. This place is heaven on earth!

  • Stayed September 2011, travelled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
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Helpful?
1 Thank lorien39
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
San Francisco, California
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 20 October 2011

There are some amazing places in Oia, and Mystique is one of them. But what truly sets them apart from the rest is the staff. Antonia, Maria, Irina, Katarina, and all the rest were absolutely the best we have ever stayed with. They helped us constantly, whether it was with genuine local restaurant recommendations (Roca!!!) or with unexpected ferry strikes. By the time we left, we wished the ferry strike actually happened so we could have stayed with them longer! We will absolutely go back. What an incredible place. The view is obviously unbeatable, but the people there make it a truly one-of-a-kind place.

  • Stayed October 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank dleberman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rio de Janeiro
Level 6 Contributor
115 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 82 helpful votes
Reviewed 19 October 2011

The Mystique, located within walking distance of the quaint tourist town of Oia, has wonderful views onto the volcanic crater that makes the sunsets on Santorini so famous. The staff are wonderfully friendly, courteous, and helpful. The restaurant, although fantastically expensive, offers outstanding international continental cuisine and spectacular views. A modest dinner here, with local wine, will come to about EUR 100 per person; at the Greek home-style Anemomilos restaurant across the road from the hotel dinner with local table wine is about EUR 15 per person. Both are excellent and worthwhile, within their respective genres. Unfortunately, the hotel’s location on the wall of the volcano limits its accessibility very severely, making it the equilivent of a five-story walk-up with no elevator. Unless you are able to happily climb up and down the numerous steep stone and concrete stairs it would be best to find accommodation elsewhere. The hotel is very difficult to find as it has no signage on the main road and is located slightly off it. There no parking area and no staff posted outside to welcome guests and handle baggage. All of the rooms are officially classified as luxury suites but most are really at best junior suites consisting of one large room with a space divider. The floors are concrete and the seating area is also made of concrete attached to the walls. Although cushions are provided the sofa is very awkward and uncomfortable. The whole set up is more along minimalist lines than really luxurious. A traveler who comes to the Mystique expecting luxury will be severely disappointed. Bathroom amenities are limited to soap and shampoo with no conditioner or lotion supplied; the little extras (such as mouth wash or tooth brushes) normally associated with luxury hotels are missing. Senior travelers or others who have difficulty bending down will find it impossible to reach many items in the room, such as the towels in the bathroom, the items in the fridge, the glasses, etc, as all of these are located nearly on the level of the floor. In short, little thought has been given to the guests’ convenience and comfort. Aside from the views and the wonderful staff, there is no justification for the very high prices at the Mystique.

  • Stayed October 2011, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank ajnaro
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MysOia, General Manager at Mystique Luxury Collection Hotel, responded to this review, 24 October 2011
Dear Guest,

Thank you so much for your review on Trip Advisor and for your wonderful comments for our employees and location.

Please allow us to make some comments on your concerns.

At the village of Oia there are numerous traditional tavernas and gourmet restaurants. The Charisma Restaurant at Mystique is not more expensive than the other fine dining restaurants in Oia and it is not really fair to compare it with a completely different concept of dining. In addition, the price is always relevant to the level of service, the quality of product, the actual establishment, the quality of equipment, and the location as well.

The steps is a characteristic of the whole island. Being a volcanic creation, there is no other way to have access to any hotel or private house.

Oia has been announced and protected by the Greek State as a traditional settlement. Therefore, one of the numerous laws does not allow signage on the main roads, but only off the main roads. In addition, Mystique is one of the few hotels on the island that offers complimentary transfers to all the guests of the hotel on arrival and departure. This is mentioned both on the reservation and on the letter we sent to our guests prior to arrival to give information and ask for arrival details. Of course if we never receive a reply, it is not possible to know how each guest arrives. It does happen some times that our guests rent cars and they drive them selves to the hotel. In that case, it is logical when our guests call us to advise that they arrive in few minutes, so we have a bell boy waiting for them on the main road. Our bell boys are constantly busy during the day, going up and down the steps for different tasks, therefore they are not permanently based on the main road. Of course once you arrived, you were met by our Night Auditor on the main road and our bell boy came immediately to carry the baggage and also an extra member of the Front Desk assisted with your descent down the steps to the hotel.

Regarding the parking, there are two options, one with charge and one free of charge, both based walking distance from the hotel. If asked, our employees can provide this information.

The material from which the rooms are made is called “patito”. It is not pure concrete. Mystique was build with respect to the traditional architecture and design of the island and the materials used are the traditional materials they have been using in Santorini for many years to built. We need to respect also that everything is built on the hand. Machineries can not be brought on the cliff site. Hundreds of people are working to create this magnificent architectural construction, each room one by one, with their bare hands. Please allow us to note that luxury is not defined by classic luxury only, with heavy furnishing, thick carpets and chandeliers. There is the bare foot luxury as well, with unique, high end, minimal design that matches the natural surroundings.

As you mention, being a luxury hotel, Mystique could not miss any of the amenities you mention. At the bathroom specifically we do offer shampoo with conditioner two in one, shower gel, body lotion, soap, in the drawers of the bathrooms there are dental set, shaving set, bath salts, de-make up pads, ear pads, sun lotion, sewing kit, shower cup, nail file and in addition we offer shoe mitt, shoe horn and clothes brush. After that, if there is still something our guests require, we offer it upon request. Perhaps you might have missed seeing the amenities in the drawer of the bathroom furniture.

Indeed the towels are placed on the furniture under the sink, and the mini bar items are in the cupboard under the TV, which is very usual. Of course if requested, we can rearrange everything to the convenience of our guest. We can understand of course that having moving difficulties can create an inconvenience, therefore we would like to thank you for bringing this matter to our attention and giving us recommendations to improve.

We would like to thank you again for your comments and we look forward to your next visit, so we can offer you a comfortable stay.

Kindest Regards
Antonia Veskou
Hotel Manager
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Alberta,Canada
Level 6 Contributor
104 reviews
64 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
Reviewed 19 October 2011

From the moment we arrived at the hotel the staff were absolutely amazing! They treated you as if you were the only guest at the hotel and were genuinely interested in how you were doing. The rooms were always spotless and the views amazing. The onsite restaurant has very good food but the menu isn't very large so traveling into Oia to the some off the excellent restaurants there is a must. If you have mobility issues the many stairs might be an issue. Thanks again to the staff for making the first part of our honeymoon so memorable.

  • Stayed October 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Mitmel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boynton Beach, FL
Level 3 Contributor
13 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 13 October 2011

This side of the island of Santorini is on the cliff. The hotel is a small boutique hotel 5 star amazing from the service, views and food! We stayed in a suite room12 I believe & I didnt ever want to leave. The decor in the room is cavelike in structure with a large comfortable bed, modern decor and a hot jacuzzi tub! Outside the room is a private area so you can lounge at look out over the views, which are by far the most breathtaking I have ever seen! This particular room's outside area is pretty private, and away from the steps that ppl walk by...there are steps everywhere bc the hotels/cave homes are built into the sides of the cliffs. I think the hotel is no children under14, but so perfect for our trip for our anniversary! We had a private wine tasting & dinner in the hotel's cellar, which was extremely romantic by candelight! The staff here did everything and anything to make our stay so special...Our trip was back in August & I want to plan to go back already!

Room Tip: I believe we had room12 which was a small suite w/ jacuzzi-private, great views
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  • Stayed August 2011, travelled as a couple
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    • Cleanliness
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Helpful?
Thank tarak1m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Mystique Luxury Collection Hotel

Property: Mystique Luxury Collection Hotel
Address: Thiras - Ias, Oia 847 02, Greece
Region: Greece > South Aegean > Cyclades > Santorini > Oia
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#10 Spa Hotel in Oia
#13 Luxury Hotel in Oia
#17 Romantic Hotel in Oia
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Mystique Luxury Collection Hotel 5*
Number of rooms: 39
Official Description (provided by the hotel):
Mystique is a stylish property consisting of 39 suites and villas built exactly on Oia's most famous cliffs with dazzling views of clear blue crystalline waters towards the Volcano and the Aegean Caldera. 18 Km from Santorini Airport and 20 km from Athinios Port.All accommodations are a wondrous exploration of driftwood, a free spirited, untamed material that harness the elegance of simplicity. Enticing patterns carved into the walls. All suites open onto sea-facing terraces with relaxing daybeds. Cobblestone pathways lead to the plunge pool surrounded by sun beds for the utmost relaxation.Guests may experience an outdoor infinity-edge pool, the "Aura" Bar, the "Charisma" Gourmet Restaurant, "ASEA" the new artisan Japanese restaurant and the "Secret" Wine Cave. ... more   less 
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Also Known As:
Mystique Hotel Oia
Mystique Oia
Mystique Luxury Collection Hotel Santorini/Oia

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