Castelloboutique Arvostelua 5

Nous avons réservé en juin une semaine au castello boutique Resort & SPA, une chambre avec jacuzzi.
Une chambre à la hauteur de nos attentes, un jacuzzi dont nous avons profité.
Une propreté, et un standing en adéquation avec les étoiles de cet hôtel.
Petit déjeuner très riche, du salé et du sucré. Il y en a pour tous les goûts, et le repas du soir est également garnit, cela change chaque jour, ce qui est agréable. (N’hésitez pas à demander au jeune homme derrière la plancha qui vous cuira sur l’instant viande ou poisson)
La piscine peu paraître petite mais nous étions au maximum 4 clients en même temps à nager.

Un très gros coup de cœur pour le personnel de l’hôtel !
Notamment Maria et Spila qui travaillent au quotidien avec une réelle envie de satisfaire le client, le sourire, leur courtoisie, leurs échanges avec nous. L’un des barman également avec qui nous avons bien échangé, ainsi que le manager qui est à l’écoute des clients et de leurs besoins.
Mais toute l’équipe est formidable.
On s’y est senti au centre de leurs attentions durant tout le séjour.

Les animaux, vous aurez le plaisir d’avoir de petits chats adorables au moment du repas, ils ne font qu’attendre, avec leur regard tout doux. Nous étions beaucoup de clients à craquer pour ces petits chats de la rue.

Pour terminer l’hôtel est idéalement situé, le manque de la vue sur la mer ne nous a pas manqué, cela nous permettait de sortir de l’hôtel le soir, de faire quelques pas et de découvrir les bars face a la mer.

Si nous avions un petit point, car cela n’est jamais parfait, ce serait la salle de sport qui est petite et manque de matériel par rapport au standing de l’hôtel mais il y a le mérite d’en avoir une.

Just had the most amazing week here. Gorgeous suite with private pool. The restaurant and spa are first class and the staff do everything to make you feel relaxed and welcome. Nothing was too much trouble. The pool and gardens are beautifully maintained - great for enjoying a pre-dinner cocktail. The ideal break after 2 years of COVID. Cannot recommend highly
enough. Will definitely be back.

We are outraged by this hotel! We had booked 4 nights at the Castello Boutique Resort and Spa in Crete via the Booking platform on the occasion of my wife's birthday for a room with Jacuzzi.

I had sent a message to the hotel the day before so that he could be informed of the circumstances of the reservation and that everything was in order.

At the time of our arrival, the Jacuzzi was not working (it did not rise in temperature and remained constantly on 30°C).
The next morning and after 15 hours, the Jacuzzi had increased only 1 degree Celsius...

Faced with this disappointment, we decided to cancel the remaining nights in this hotel and asked Booking for a cancellation without fees given the malfunction and therefore the non-conformity of the room with the requested service.

This request for cancellation without charge was refused by the hotel, who claimed that we had taken out a contract without the possibility of cancellation without charges.

However, we pointed out that the contract stipulated the provision of a room with a Jacuzzi, but as the Jacuzzi was not working properly, the service was not in conformity.

The hotel didn't want to know anything, the operation manager even threatening me to call the police, that we had to leave the hotel because we had cancelled our reservation and that we had nothing to do in the hotel.

We request a refund of the unused nights for no-conformity of the contract of sale : the services we purchased were not delivered by the seller.

We are outraged by this hotel! We had booked 4 nights at the Castello Boutique Resort and Spa in Crete via the Booking platform on the occasion of my birthday for a room with Jacuzzi.

My husband had sent a message to the hotel the day before so that he could be informed of the circumstances of the reservation and that everything was in order.

At the time of our arrival, the Jacuzzi was not working (it did not rise in temperature and remained constantly on 30°C).
The next morning and after 15 hours, the Jacuzzi had increased only 1 degree Celsius...

Faced with this disappointment, we decided to cancel the remaining nights in this hotel and asked Booking for a cancellation without fees given the malfunction and therefore the non-conformity of the room with the requested service.

This request for cancellation without charge was refused by the hotel, who claimed that we had taken out a contract without the possibility of cancellation without charges.

However, we pointed out that the contract stipulated the provision of a room with a Jacuzzi, but as the Jacuzzi was not working properly, the service was not in conformity.

The hotel didn't want to know anything, even threatening to call the police, that we had to leave the hotel because we had cancelled our reservation and that we had nothing to do in the hotel.

We would like to obtain a refund of the unused nights for no-conformity of the contract of sale : the services we paid for were not delivered by the seller!