When we arrived at Blue Island Hotel, 17.00 the 4th of September, we were told our room is "just around the corner". The receptionist walked us to our so called room which looked nothing like shown on the pictures. He said this is a part of Blue Island Hotel. After some research, we found out that this was in fact a lie and the "hotel" he put us in is FLORAL HOTEL, officially rated as a none or one star hotel (comparing to Blue Island Hotel which is rated a three/four star hotel).
We returned to the receptionist and said he must have made a mistake, because we booked Blue Island Hotel, and not Floral. He said he will call the manager, who was currently asleep. After over one hour, the manager arrived and told us that the hotel is fully booked and we have no other option than to stay in Floral. We complained (obviously because this was not what we paid for) and eventually he agreed on letting us stay at the correct hotel the 5th of September and onward.
We, however, have experience working with a travel agency and know that when such a mistake is made (over booking), the client should be compensated with something of equal standard, or better, and not be downgraded without any compensation.
The manager refused to help us, so we first contacted Alstor (your agent in Crete) and asked for guidance. They said there is nothing they can do, because the island has no other hotels available, and she hung up the phone. We searched the internet and found many free rooms in different three star hotels, and when we redialed to Alstor, the woman was screaming to us that we are going to stay in Floral.
Continually, we contacted (at high expenses), LMX-touristik and asked for help. You advised us to contact Alstor, and when we explained the situation you said there is nothing to be done. We asked you to cancel the booking and we wanted to change hotel completely, but you said the money would not be returned (or if, then after several days/weeks).
Now the time was about 22.00 and we had lost one half day of our vacation, struggling to get a decent place to stay at. The manager said that we either settle for Floral, or he will throw us out from the hotel and we will sleep on the street. Tired as we were, we went to sleep in the sunken hotel.
When we returned the next day to Blue Island, the manager had a paper waiting for us to sign. The short text said following: I am upgraded from a standard room to a superior room at Blue Island Hotel, as a composition for a night in Floral Hotel. I am fully satisfied for this compensation.
We asked the manager if we could compare this room to a standard, and he responded by tearing the agreement and our voucher in pieces and to get out from his hotel. Then he shouted a stream of various insults and threats, such as:
- We have only come to his hotel to make problems
- He has passports and our home address and we will have serious legal consequences
- Our booking is illegal (he referred to your company and said you illegally have his hotel as an offer instead of the original price, and this is nothing he ever agreed with)
- He will not allow us even a standard room and we will not get any refund
- If we explain what happened to anyone on the island (or that Floral is in fact not a part of Blue Island Hotel) he will involve the police and we will be send of the island, and get legal problems
We found no way of communicating in a peaceful way with the manager, so we said we just want our room and the discussion with him will be over, and we will contact you after the trip. He gave us a room which did not meet many of the promised criteria when booking. We had no TV, no internet, no hairdryer and the room just in front of the main street which was noisy 24/7 (we had room 108). Further more, the cleaning staff walked in without knocking, even when the "Do not disturb"-sign was on. Having credit cards, money, laptops, mobile phones etc. in the room, we had the "Do not disturb" sign only during breakfast (30 minutes) before we cleaned locked them in the safe. Luckily, nothing got stolen, but our credit card information could easily have been copied, and we worry every day that our bank accounts will be emptied.
Another remark on the hotel is the lack of something to drink to the dinner (not even water was served).
During the rest of our hotel stay we were constantly hiding from the manager, and felt very uncomfortable and afraid to stay in his hotel. He kept giving us very hostile looks and we did not stay in the hotel more than 6 hours every 24 hours.
On our last night, the manager suddenly said we "look very sexy" and "he can not understand how he could have a conflict with such attractive girls". Also, the receptionist (at another point) said one of us "looks very hot" and placed his hand on her waist, and also stroked her cheek. This made us very uncomfortable and we knew they had the key to our room so we did not sleep the whole night. this is our experience at this hotel and
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- Also Known As:
- Blue Island Hotel Crete, Greece