Guest User
January 12, 2024
I booked the Elena Village for a number of reasons. Based upon previous reviews and the hotel's information, I believed it would be perfect to spend our 30th wedding anniversary, it appeared ideal for a disabled person, and as my wife has Coeliac disease it guaranteed Gluten free food. We booked a Superior suite with modern facilities and emailed the hotel well in advance to make them fully aware of the problems my wife had. They confirmed receiving our email. We arrived at 2.30am and were met by the night porter, who took us to the funicular lift and told us the room was on the 5th floor, leaving me to manage two suitcases and two items of hand luggage on my own, as my wife has mobility issues. The room was quite a distance from the lift, involving long corridors and 3 separate flights of stairs. We were allocated a suite with a private pool, which was not the superior suite we had booked. We were to learn later that the only reason we were allocated the room with a pool was because the hotel had double booked our superior suite. We decided to have a meal at the hotel on the first night, and ordered stifado. It was the only night we ate there. It was dreadful. We spoke to other guests who’d had the same experience and wouldn’t eat there again. Two days later we were told that we would have to move rooms on the 11th Sept. We were shocked. Reception said that the Night Porter should have told us. I told them that if we had known this, we would have refused the room. This was the actual date of our Anniversary and I told them this would spoil our special day. I asked them if we could move immediately or the day before our Anniversary. They initially agreed, but later put a note under our door to state that it was not possible. That was when we realised they had double booked. Later they said we could remain in the room until the day AFTER our Anniversary (superior suite still not ready). I told them we had booked a tour with the rep on that day. They said they would move our belongings for us, as we had to be out of the room. So we had to pack our clothes, fridge items, dry foods, Medication, etc on our Anniversary day. We both felt so let down. Returning from our day trip we asked reception if we’d been moved? She pointed to two cases and asked if they were ours? We said no. She said in that case, we had been moved. We had to unpack everything in our new room, which was over a shop on the main road. Road noise at night was awful. In my humble opinion, this was not a superior suite. The bathroom hand basin was OUTSIDE the bathroom, overlooking the kitchen. Not ideal planning. The coffee percolator hadn’t been cleaned for weeks and was full of mould. We brought this to the attention of the manager and the following day the cleaning staff approached us, telling us that management had phoned her at home and ripped into them. We then had to complain about the two ring hotplate, as the cable had been burnt through exposing the wires. The cleaner changed