Our recent experience at the upscale resort fell short of our expectations. Our stay encountered challenges right from the start as we were unable to secure the room we had requested months in advance, despite our willingness to pay extra for it. Management had told us that it’s based on availability, which is understandable, but no effort was made to accommodate our request and the email responses were simply basic and ignorant. When we arrived, the room we were given was lackluster, underwhelming, and didn’t have the views we hoped for given our request and the reason we visited this establishment – we couldn’t see the sunrise or sunset at all due to an obstructed view. We were told the room had a sunset view after our tour, which it did NOT. Despite being assured of privacy, our disappointment grew when we realized that guests in the room next to ours could easily look into our private space from their second-floor vantage point. It felt as though we were allocated the "whatever" room, with a minuscule glimpse of the ocean. The presence of a rusty showerhead and a broken iron further highlighted the mismatch between the resort's reputation and the actual experience we encountered. Adding to our frustration, we were billed for an item we didn't even use from the minibar on the second day. While the error was eventually rectified, it remained an inconvenience. Reaching an almost comical level of disbelief, the restaurant manager's response left us astounded. As we prepared to leave, requesting a take-out cup for our coffee, we were met with an explanation about environmental concerns. This puzzling situation highlighted a surprising lapse in a so-called "high-end" establishment's ability to address a straightforward customer need. Rather than offering a practical solution, it appeared that they hadn't even explored the available options, which once more showcased the lack of customer service. The resort's touted excellence was unfortunately eclipsed by a sequence of errors, an inadequately suited room, and peculiar service, all of which collectively underscored its failure to live up to its self-proclaimed reputation. Additionally, the quality of the breakfast food ranged from mediocre to passable at best. Despite the array of challenges we encountered, it's important to acknowledge the resort's picturesque surroundings and the dedication of its hardworking staff. The gym, while limited, offers ample space and is functional, and the spa service exceeded expectations. However, these positive aspects are marred by a lack of effective management. Despite its evident potential for greatness, the current state of affairs highlights the necessity for improved management practices. We share our feedback in the optimistic belief that the resort can evolve to achieve the excellence it's capable of. While we remain uncertain about a return visit, Crete offers a wealth of high-end alternatives with exceptional service to consider while visiting.
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