Carpe Diem Santorini

Poor service. Terrible booking experience

We booked a 4 night break away for our 10 year anniversary to Santorini Greece after picking that as our ideal destination to celebrate such a special occasion. We booked with ******* a packaged holiday at Carpe Diem Santorini and did extensive research in to all their suits and identified a particular suite we wanted and even altered our dates of travel to select this specific suite. We landed at 9pm and got to the hotel about 10pm where we were kindly welcomed with drinks and someone to show us to our room. As we were walking to the room we noticed this was not the suite we booked and asked the staff member what has happened with our original booked room. He said he had no idea and would find out for us but unfortunately the hotel was fully booked and no rooms weee available. The reason we booked the Astra suite was because of the privacy, we knew it was not the best and most expensive suite in the hotel but the one we selected was perfect for us and our wants. We were then told that we had been upgraded to another suite which in the hotels opinion was the best but in our opinion it was not private has it had a walkway right outside so anyone who walked past could see in. This is why we selected the less expensive and more private suite right at the end of the hotel. We kindly said we had not been notified of the upgrade at any point before and if this was expaokend we would have kindly declined and stuck with our original booking. To not offer an alternative suite and give our original one to someone else was a big disappointment. There was nothing we could do and we stayed in the suite they provided for the night with the hope of sorting and resolving this the following day as it was very late and there was no manager at the hotel to speak with directly. The following day we went to see the assistant manager and explained our disappointment and request the original suite we booked. What they class as an upgrade might not be the same for everyone and privacy was the upmost importance to us and the suite they offered was not. We were met with the response there is no manager to talk to and they do not know when they will be in the hotel. There was no manager present at the hotel during our 4 night stay even though we requested this multiple times. We were frustrated as anyone could imagine and did make our frustration known. Later that day the assistant manager approached us and said there is another suite available upstairs similar to our original one we booked so we decided to take it even though it was a downgrade from our original booking but had the privacy we required and booked the holiday for. We considered this to be satisfactory and to try and enjoy our time here and accept the room. We moved our stuff and manages to settle in the room by unpacking our suitcase. Later that day we received an email from the reservations team who accused us of creating a commotion by threatening there staff and guests (we had no interaction wit

Terrible experience with booking team who do not work on site. Staff at hotel very nice and no fault on them this was the worst holiday we have ever had. Heated pool not working so could not use all holiday. Got refunded part money back from *******.