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“Nice view, but a disaster in services and room quality”

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Rocabella Santorini Hotel & Spa
Ranked #17 of 51 Hotels in Imerovigli
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed 24 August 2011

The hotel has a magnificent view and watching the sunset was the only thing you can actually enjoy in that hotel. They keep calling it a resort for reasons we never understood. It's certainly not a resort or they don't know what a resort is. The rooms need a major redecoration and there was no wardrobe for our clothes. The walls had cracks and the toilet needs to be painted. Breakfast was very poor and even though you are informed that it is served until 11:00, you'll end up starving if you go after 9:30. They don't really renew anything that is empty. Also nobody's ever there to ask for anything that's missing... coincidence? All tables were full of empty plates from people that finished their breakfast. Nobody was there to clean them so most of the times there was no table available. The restaurant (if it can be called a restaurant) had no kitchen at all and you were wandering where the food comes from... It was horrible due to the unstable quality of food also. After ordering the same main course twice we saw that the amount of our meal was reduced to a ridiculous level keeping the price exactly the same.

Room Tip: There are rooms that do not have a great view and these are the bottom floor ones
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  • Stayed: August 2011, travelled as a couple
    • Value
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1  Thank George T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ROCASS, Manager at Rocabella Santorini Hotel & Spa, responded to this reviewResponded 15 September 2011

Dear guest,
First of all thank you for taking the time to write this review, but please allow me to express my aspect regarding this review that is not very rewarding towards our hotel and its services and is away from what we truly offer to our guests.
You decided to write this review while you were staying with us. Your reservation concerned 8 nights of accommodation in Rocabella. On the second day of your stay we saw all those bad comments on trip advisor without having any notice or any kind of complain from you. Since Rocabella is taking under big consideration all comments and reviews we immediately try to investigate if the guest that wrote this bad review was still with us…and this was a fact. You were still staying with us and we got informed that you had all those issues through trip advisor and not direct from you since you had 6 more nights to spend here. Allow me at this point to say that even if all those things were true you never gave us the opportunity to be informed for your problems and in parallel you never gave us the chance to help you.
Therefore we approached you kindly in order to be sure that this review was written by you and you confirmed this fact. Immediately we tried to understand your aspect and we were willing to solve your problems first of all regarding your room by changing it but you didn’t accept our help and preferred to stay in the room that we gave you from the beginning. The room above is characterized from you as poor regarding wardrobes but this is a part of our minimalistic decoration and is something that is also clear on our website’s photos. The bathroom that you mention that needs to be painted, allow me to say that all our bathrooms were renovated in 2010 and follow a special Cycladic style that does not allow us to intervene with paint. If this style is unfamiliar to you and in to your eyes looked that the bathroom had to be painted, then I apologize.
I respect your comment regarding breakfast services, even though what you describe above is something that is far away from reality. The breakfast buffet is available from 8:00 until 11:00 and if something finishes it takes us 3-4 minutes to refill it. Therefore when we were discussing your issues in person here, and in our concern to make you feel more convenient we offered you the free breakfast room service which is available for every guest according to their preferences regarding food selection and time of delivery and again you refused to receive it.
All our efforts in order to resolve your problems and make your stay here pleasant , were denied from you I still have the same question in my mind…: Why did you still preferred to stay in a room that was good and have breakfast in an area that was not worth it for the 6 following days? This is a question that I have expressed it to you in person when we had our conversation here, and even then the answer from your side was not clear…
As for the food services we took your comments under big consideration and we have improved our quality and portions. This is a true fact and we thank you for this useful feedback.
Rocabella gives a close attention to all guests that choose to spend their holidays with us and respects all comments and all reviews… Bad or good ones.
In your case though even if some of the things that you describe were true you never gave us the chance to help you and hear your problems since you were still here! Please allow me to characterize some of the things described above as exaggerated and far from the truth and the services that what we offer to our customers.
Please give us the chance to experience the real Rocabella services since I am sure that during your stay all the above described is a part of a misunderstanding. Allow me to offer you a 3 days complimentary stay in our hotel whenever you wish to have it.
I still remain at your disposal for any further discussion,
Thank you again for staying with us and hoping to see you again in our premises.
Regards,
Vasiliadis Savas

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583 - 589 of 929 reviews

Reviewed 24 August 2011

This hotel was an amazing experience. The food in the restaurant is just delicious, see the sunset and have diner in the hotel. The service was great as well, just don't take the rooms near the road, as it gets too noisy, but we requested to change room and got an amazing sea view. We spent only 2 days here, but loved it!

  • Stayed: August 2011
    • Value
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Thank Sofiux
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ROCASS, Manager at Rocabella Santorini Hotel & Spa, responded to this reviewResponded 25 August 2011

Dear guests,

First of all I would like to thank you for your kind comments regarding the dishes of our restaurant and the service quality. Our goal is to provide the best possible service.
We look forward to welcome you again since you spent only two days in Rocabella premises.

Best Regards
Savas

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Reviewed 24 August 2011

Best vacation I have ever experienced in my life ! beautiful , quite setting & landscape , breathless view . Friendly & gentle staff .

  • Stayed: August 2011, travelled as a couple
    • Value
    • Sleep Quality
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Thank Olga K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ROCASS, Manager at Rocabella Santorini Hotel & Spa, responded to this reviewResponded 15 September 2011

Dear Friends,

Thank you very much for spending some time to write this amazing review.

The Rocabella team is really happy that managed to make your stay unforgettable!

We are great full that you will recommend our hotel to other travelers.

Best Regards,
Savas

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Reviewed 21 August 2011

If you are going to stay on the beautiful island of Santorini you MUST!! I repeat you must stay at the Rocabella Suites. The website pictures do not do it justice. I plan on sending them some pictures we took while at the resort.
I have included some pictures that still do not do the views justice.
Plan to spend 3 complete days on Santorini - more than that and you will run out of stuff to do. The breakfast was aweome - a little bit of American and european.
The staff was Amazing - they will accomidate any need and are very friendly.
The hotel is on a cliff that overlooks the ocean.
Make sure you get up early enough to see the sunrise as well at the hotel.
I cant say enough about how great a time we had and it was well worth the price of staying at this hotel.
THINGS TO DO ON SANTORINI
Make sure you take the donkey ride from the port of Fira up to the city
Make sure to visit the black beach
If you visit the Red beach be prepared to walk thru rock and hills to get to the beach - there are no restrooms - so change into your suit before you go.
Make sure to rent a car and vist the island
Make sure to spend a day in Oia - and have dinner at sunset in one of the many roof top restaurants in Oia. Santorini is the only place where you will see the blue dome churches.
Hundreds of retail shops in Fira

  • Stayed: May 2011, travelled as a couple
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1  Thank David A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ROCASS, Manager at Rocabella Santorini Hotel & Spa, responded to this reviewResponded 15 September 2011

Dear Friends, I am really glad you had a safe return to London. Thank you very much for your review! Our mission is to make all of our guests have a wonderful time each time they visit Rocabella! The Rocabella team and me personally will be looking forward to welcome once more next summer! Best Regards, Savas

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Reviewed 19 August 2011

The great views, the three pools overlooking the bay in an amazing scenery is the biggest highlight of the hotel. The service is quite friendly.
However, you should not be fooled: he rooms are quite average and the restaurant is pretty bad, the breakfast was always the same.

  • Stayed: August 2011
    • Value
    • Location
    • Rooms
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1  Thank zknowyou
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 August 2011

I just want say thank you so much for what was unquestionably one of the best holidays i've had in a very long time.

The hotel is beautiful, the location is stunning, the rooms are perfect, but most of all is Roccabella's staff, I commend you. From the minute you arrive to the minute you leave you are treated extremely well and unlike most hotels, the staff make your stay just perfect and will go that extra mile to help you.

What was even more special was my partner and I got got engaged and the staff were genuinely thrilled and just couldn't do enough for us.

Roccabella, we will UNQUESTIONABLY be coming back for our honeymoon next year. Room 8 please in August.

I would recommend this hotel to everybody, it's a must.

Special thanks to Daniel, Eddie and the bar team who were brilliant and the guys on reception who helped sort everything out.

See you next year guys.

Joe & Clare xx

  • Stayed: August 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank Joe T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ROCASS, Manager at Rocabella Santorini Hotel & Spa, responded to this reviewResponded 15 September 2011

Dear Friends,
Thank you very much for your review!
Our mission is to make all of our guests have a wonderful time each time they visit Rocabella! The Rocabella team and me personally will be looking forward to welcome once more next summer!
Best Regards,
Savas

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 August 2011

We stayed in the hotel after doing a research on the internet. It was exactly what we wanted. A place to relax with no children running around and a great main pool just at the edge of the mountain where you can watch all the deep blue sea while drinking your cocktails on the large sunbeds. The room was small but the bathroom was larger than the room. We had breakfast every morning at our balcony as we did not like going to the breakfast area. Breakfast was average but we did not care about that much as we do not eat much at breakfast time. Tried one night the a la carte restaurant and we like it.

  • Stayed: July 2011, travelled as a couple
    • Value
    • Sleep Quality
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2  Thank Yiannis K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ROCASS, Manager at Rocabella Santorini Hotel & Spa, responded to this reviewResponded 25 August 2011

Dear guests,

Thank you for your kind comments. Rocabella is designed for relaxation and every detail has as purpose the relaxation of its guests. Rocabella is located in Imerovigli village which is the highest part of the caldera so the views from the infinitive pools are amazing.
We are glad that you experienced a relaxing and nice stay and we expect to see you again in Rocabella premises.

Best
Savas

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Rocabella Santorini Hotel & Spa

Address: Eparchiaki Odos Firon - Oias, Imerovigli 847 00, Greece (Formerly Rocabella Santorini Hotel)
Phone Number:
Region: Greece > South Aegean > Cyclades > Santorini > Imerovigli
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Green Hotel in Imerovigli
#5 Spa Hotel in Imerovigli
#12 Luxury Hotel in Imerovigli
#15 Romantic Hotel in Imerovigli
Price Range: £101 - £413 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Rocabella Santorini Hotel & Spa 4*
Number of rooms: 43
Official Description (provided by the hotel):
Rocabella Santorini was born out of Santorini’s whitest whites and bluest blues, a peaceful retreat for travelers who seek a once-in-a-lifetime experience. Literally meaning ‘beautiful rock’, our resort is located in the picturesque village of Imerovigli, a slice of heaven where you can enjoy the best sizzling sunset story of your life. The privileged location of the hotel, just far enough away from the bustle of the city, yet strategically positioned within easy reach of the capital, Fira and the dreamlike village of Oia, makes it ideal for every type of traveler. Our 42 rooms and suites have been carefully designed with minimal decor, simple lines, and ethereal charm to accentuate the Cycladic culture and authentic island life. They beckon you to a storybook world of sea, romance and dreams. ... more   less 
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Also Known As:
Rocabella Deluxe Suites & Spa Santorini Hotel Imerovigli
Rocabella Deluxe Suites And Spa Santorini
Rocabella Hotel Santorini
Rocabella Santorini Hotel & Spa Imerovigli

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