Dear John,
Thank you for choosing our hotel for your recent holidays and taking time to write a review here on TripAdvisor.
Firstly, we are glad to hear that you were satisfied with the hotel’s beach. Our Beach Resort is located next to a beautiful, sandy beach with our private sunbeds for our guests.
We are sorry that you experienced the long queue at check in negative. We would like to inform you that some times of the day there might be many arrivals as every hotel do, and that can create a queue. Unfortunately, that is not up to us and our reception staff is professional and they do check in everyone of our arrivals as quick and well as they can. Especially with these difficult times with covid-19, the staff gives everyone extra information about our safety politics. We do that for our guests’ health and safety, and each of us and the guests must have some patience.
Our Beach Resort is a big building with more than 300 rooms, so unfortunately not every room can be faced directly towards the sea. You had reserved a studio with sea view, and we gave you the exact type of room you had booked. There is a sea view from the room you stayed in, we are very sorry to hear that It was not what you expected.
When it comes to the cleaning service, the hotel staff informs every guest upon arrival of the protocol we must follow. According to the COVID-19 protocol, the cleaning service must not be done every day but every two days, and the bed linen and the towels are changed every four days. We do give our guests even an option to choose not to have cleaning service, since we respect the factor that due to the covid, some guests do not want somebody to enter their room. On justified request, we do clean and change the linen or towels even more often.
According to our Buffet, due to the Covid protocol, the quests are not allowed to serve themselves, but our staff does the serving for you. That is for the health and hygiene reasons and this politic exists in every hotel in Greece, not just here in Porto Platanias. We are dissappointed to read that you did not experience our food as delicious. Our Chef and his team does his best to serve our guests delicious and good quality food, and we want to apologize if you did not feel it was like that. We will pass the message to our team in order to make improvement.
About your wi-fi connection and TV, we hope you had informed us about it during your stay so we could have fixed it immediately. We do have a professional technisian available here in our hotel and these problems are solved in a moment if the guests inform us about it. We are sorry to read also about the problem with your door and the lack of amenities. We wish you had let us know about these problems, since we could have sent a maintainace to fix the door and housekeeping to send you some amenities. Our reception operates 24/7 and we do have amenities here also in case somebody wants to pick something the time housekeeping is not working.
We are very sorry to read that your experience in our Beach Resort was not enjoyable, we still hope to welcome you again in our hotel some day to prove that we are a well deserved 5 stars hotel!
Best regards,
Anne, Guest Relations Department
