Giannoulis - Santa Marina Plaza (Adults Only)

Guests who stayed here loved

“I had one of the worst hotel experiences ever, mainly due to the unprofessional and dishonest behavior of the reception staff. Upon arrival, the receptionist asked us to sign the check-in papers for two rooms. We clearly informed him that the second guest had not arrived yet, but he seemed nervous and said he wanted to explain everything at once after we completed check-in. Only after we signed did he tell us there was a “problem” — the air conditioning in one of the rooms was broken. Instead of the sea-front room we booked, he tried to downgrade us to a pool-view room, which is the lowest category in the hotel. For context, the sea-front rooms are higher category than sea view then partial sea-view, and both are significantly better than pool-view. His “solution” was to offer a free massage and a meal, which was completely unacceptable compared to the downgrade. We refused and requested cancellation, but he refused to refund us. When the second guest arrived, she even offered to take the room without air conditioning, but he refused to show it to her. First, he claimed there was maintenance, then changed his story and said there was a mix-up and that our rooms had already been given to other guests. This is completely unacceptable — he made a mistake, gave our rooms away, and still refused to refund us. We decided to leave immediately and contacted Booking.com to report the issue. Unfortunately, the hotel still refused to refund us. We lost an entire day of our trip because of this situation. To make matters worse, the receptionist threatened to call the police if we didn’t stay quiet, and told us to sleep on the lobby couches. This is beyond unprofessional — it is disrespectful and unacceptable. Because of this experience, I now regret visiting Crete and would never return because of this hotel. Even Booking.com was not helpful in resolving the issue or understanding that the hotel gave our rooms to other guests.”

Nahalah · Jul 12, 2026