ENORME SANTANNA BEACH HOTEL, CRETE - INCOMPETENT
The Hotel (in Ierapetra, Crete, Greece) is lovely but the reception staff are totally incompetent. After having paid 3,145 Euros (accommodation costs in full) back in September 2024, the reception staff billed my credit card again for the full amount upon check-in on 10th July 2025 (but did not tell me about this until I saw the debit on my credit card the next morning). When I queried why, with reception, they agreed I had paid up in full and apologised saying they will refund the same amount back into my credit card within the next 24 hours. They did that, but with the debiting and crediting over 48 hours to my VISA card and with exchange rate fluctuations with the Australian Dollar, I have lost 140.51 Euros ($251.64 AUD) ! I have written to the ENORME HOTEL management about this and provided bank statements to them and all they could offer me was a voucher to the same value to be used in their Hotels at any time in the future. Well, as I live in Australia, I've indicated that this offer is useless to me as I don't plan to return to Crete/Greece for a few years - if ever. I haven't heard a peep from them yet.
Again, I stress the Hotel was lovely but this double-billing and refunding which has left me carrying an additional cost through no fault of my own has left a very sour taste in my mouth with the incompetence of the reception staff firstly and with the management's handling of the mistake their incompetence created.