Filoxenia

have waited to write this review because I wanted to see how the hotel and Jet 2 holidays responded to the complaint that I wrote to them about this hotel. My son and I went there in July /August for 10 days. I had never booked with Jet2 before, having always gone with the more established Thomas Cook and suchlike so I didn't know the standard of the hotels used. Lesson learned., However my son and I were travelling alone and I liked the back up of the 24 hour help line. This was the first holiday that my son and I had been able to have for 6 years. I had saved for this holiday for two years. I spent most of the holiday in tears. I am going to give you an honest and balanced account of our holiday at this hotel. The holiday booking and flight were easy and trouble free. However when we arrived at our hotel at 10pm Greek time things started to go very wrong. I had chosen this particular holiday based on the website description “ a peaceful location” . My son and I wanted to do things during the day but we wanted relaxing evenings at the hotel. I had also chosen the hotel on the basis that it said it had a lift. My son is only 15 and I am quite small so I didn’t want to be lugging heavy cases around. When we arrived late in the evening we were greeted nicely by the receptionist. She showed us to our room. Our room was not in the main block it was in the other hotel block across the road. There was no lift that served our room.. This meant us dragging heavy cases after a tiring day down steps across the first hotel building courtyard, across the road, across the second accommodation courtyard and up two flights of steps. Ok I thought it doesn't matter we are in our room now. We were very grateful to be in our room we were tired and hot until we heard the music. The floor was reverberating , we were close to the evening entertainment area and it was incredibly loud. I tried to ring reception but the phone didn’t work. We walked back down the two flights of steps, across the courtyard across the road up the other steps to reception to ask if we could change rooms. The receptionist (who was very nice) looked puzzled. I told her that the music was making the floor shake and it was too loud for us. I knew that the music was scheduled for every night. She told me that the music would not be on all night…I asked what time it went off an she said quarter to twelve.We asked to change rooms but she said that it would not be possible. We returned to the room and attempted (having paid for it) to get the air conditioning to work. We tried everything we could think of but couldn’t get it to work. Back we went to reception. We were asked to try it again. We returned to the room, still couldn’t get it to work and were forced to return to reception again. It was very very hot. We were told that the manager would visit us to look at the air conditioning. While we were waiting we noticed that the door to bathroom had no lock and the handle was falling off. This probably wouldn’t have been a problem had we have been a couple but a mother and a teenage son needed to have a bathroom door that would stay closed. When the manager arrived he tried the air conditioning. Initially he surmised that we had done something to the balcony doors (we hadn’t even opened them at this point) as the air conditioning didn’t work if the doors were open. Once he satisfied himself that we hadn’t done anything to the doors he tried various things and eventually put new batteries in the remote. This worked however the air conditioning remained an issue throughout the stay (more of this later). While the manager was there I reported to him that the phone didn’t work. The manager said that he would put it “in the book” . Ten days later the phone still didn’t work . (more of this also later). I also asked about the key to the bathroom door despite the fact the handle fitting was falling off, but was told he didn’t know about that. ? Once the manager had left we opened the doors to the balcony. We were appalled by the noise coming from the road that ran right underneath the balcony. Even though it was very late by then, the traffic noise was excessive to the point that we could not hear each other talk on the balcony and we certainly could not sit out and relax on it for any of the time that we were there. It was particularly bad early in the morning and late at night when we wanted to rest but was bad all through the day . I took a recording of the noise. Sitting on that balcony was like sitting on a deckchair next to the A1. This was not the advertised “peaceful location”. I’d had enough and did not want to stay at the hotel. I rang the 24/7 Jet2 customer helpline . I was reassured that I had this and was optimistic that Jet2 would help. After ringing the 24/7 helpline for 25 minutes from my mobile and the phone not being answered I was forced to put the phone down. I rang back and chose a different option and again sat waiting for the phone to be answered for another 20 minutes. When this remained unanswered I rang back and chose the “medical emergency option”. After 15 minutes the phone was answered by a very pleasant lady and I explained that I did not believe that the hotel met the description that we had purchased and because of the noise in particular I wanted to know if we could move. She told me that they would try and move us but it turned out they weren't able to and we remained at the hotel for 10 days. When we had breakfast on the first morning my heart sank even more. We had booked all inclusive . However the food was extremely limited. We are vegetarians and I had checked that the hotel offered vegetarian options. There tended to be one vegetarian option and rice . Some of the food offered signs in green that said “Happy Veggie” and we took that (not unreasonably I think) to mean that it was vegetarian . It didn’t mean that (ok should have checked ) as I often found meat in this kind of dish such as ham in the spinach pie. The food on offer was basic to say the least. The self service drinks were like the cheapest form of cola etc that you could find. There was no butter only margarine the desserts had simulated not real cream the whole feeling of the place was cheap. However the dining environment was worse than the food. Like most holiday makers , we were looking forward to a nice evening meal at the end of the day in a pleasant and relaxing environment. The dining area in this hotel can only be described as a works canteen. Plastic tables, plastic chairs , no tablecloths , tables pushed very closely together. You could not wear nice evening clothes in that place it would have looked ridiculous. Waiters took your plate as fast as it landed on the table and whilst it can be argued that this was efficient, you were never in any doubt that you were being hurried on. On one occasion my son sat down with an empty plate . I asked him where his food was and he said that there was nothing that he could eat. We had already complained to the rep that the food wasn’t good and he had suggested that we asked the chef to cook something else for us like an omelette. He said that the chef was very good and didn’t mind going off menu. So when my son felt that there was nothing to eat I asked the head waiter if he would ask the chef if he would kindly make my son an omelette. When he returned he advised us that the chef said no because he had made omelettes lunch time. (we had eaten out lunchtime as we couldn’t stand the food.) The head waiter did ask my son if he would eat pasta and came back with a plate of pasta and tomato sauce which we were grateful for. This was the worst all inclusive I have ever been to. Maybe if you are comparing it to self catering it would be ok but if you have been all inclusive before beware! On Wednesday we had a power cut for 7 hours. No electricity and no water. We could not flush the toilet or wash our hands. The hotel had known the day before that there was going to be a power cut but hadn’t seen fit to inform the guests. The reception staff said that the electricity company had said that they were only going to cut off the electricity for an hour and a half. They did not understand why guests were very angry. The manager was not on site. They closed the dining area and expected guests to just go off and make their own arrangements (bear in mind that this was all inclusive). My son and I sat in reception while an angry mob of guests many with children demanded answers from the reception staff. They wanted to know (as did we) why there was no back up generator, why the hotel had not even tried to bring sandwiches in, why there had been no communication when guests could have at least worked around the initial hour and a half, and why the hotel staff were eating their lunch in the dining area when paying guests could not. Mothers said that they would not move until their children got lunch. My son stepped in at one point because he felt sorry for the receptionists .Eventually the hotel staff conceded and opened the dining area where hot food suddenly appeared after all. Meanwhile the air conditioning kept going off and it became clear that the hotel was switching it off before the paid for 24 hours were up. We kept a tally and there was only one day when we got the full 24 hours. We complained. On the Thursday morning my son became unwell having difficulty breathing. I could not use the phone to call help from reception and was faced with having to leave him alone and go to reception to get medical help.. As it was my son improved but it really brought it home to me the importance of having the phone fixed given how far we were from reception. In the meantime the evening noise and balcony noise was terrible. We tried to watch a film on our computer but could not hear it. On Thursday we had a large number of ants in our bathroom. We reported it to reception and later this was dealt with by the hotel staff. On Friday we paid to go on a boat trip with Jet2 . I am not being over dramatic when I say that we were doing anything to stay away from the hotel. We asked for a packed lunch as we had paid for all inclusive . After two hours of being on a boat we arrived at the beach and we eagerly opened our packed lunch. In each bag there was a small bottle of water an apple and two slices of dry bread with nothing but lettuce tomato and cucumber on it. We threw it away as did the couple next to us. The description for the hotel said that there was free wifi throughout the hotel. We had asked for the ID and the password so we knew that we were logging in correctly. NOWHERE in the hotel or in the grounds could we ever get not even once wifi. This meant that I had to pay for additional data in order to use our phones. But this is what has upset me most. When we returned I told Jet 2 everything. I sent them a recording of the noise on the balcony. They then spoke to the manager at the hotel who denied everything and indirectly said I was lying about it all and Jet 2 just accepted that. I am now pursuing this matter through ABTA. I can only speak from my own experience and as always with reviews you will get good and bad, but there were too many things wrong at this hotel to put it down to just one bad experience. I would never stay in this hotel again it was not worth even half of the money , it is not worthy of the 3 plus star rating, it isn't as described but most worryingly when things go wrong the management don't want to know. My advice is that if you are thinking of booking this hotel..............don't.!

Enjoyed our stay here. Nice hotel, friendly staff, good facilities. Eith a few tweaks this could be an even better hotel! ROOMS We stayed in a first floor room by the second pool (not the main hotel area where the restaurant/reception/pool and baby pool is). We had a first floor room. It was a decent size; 2 Queen size beds, a travel cot, 2 chairs, space for our toddler's pushchair and 2 suitcases, and still space to walk around. There is a little kitchen area with a sink (some utensils/crockery/cookwear provided), a TV, mirrors and the usual fridge/freezer wardrobe and safe (payable at reception). We had a balcony that was a good enough size too (2 chairs & a table and space for our toddler's inflatable boat!) And overlooked the pool. It could be a bit noisy at night from the nearby Animation Bar, but nothing that was unbearable (having a toddler in bed meant we could sit on the balcony and still hear the entertainment!). The bathroom needs updating a bit. The shower leaked every time we used it. No matter what we did and how we put the shower curtain we always ended up with a lake on the floor! Towels can be changed daily or not, depending on your choice (towels in the tub = fresh ones!). We had room 216 and had the water lillies as a background/feature wall. Different rooms have different ones. FOOD We went All Inclusive (not sure if there is any other option as everyone had the same wristbands as us!). The meals are all buffets, with quite a good choice of foods. There are clearly marked vegetarian options, traditional meals/dishes and also food for kids (that the adults enjoyed too!). There is coffee, tea, wine, beer and soft drinks available in the restaurant, all of which are self serve. Our toddler has an allergy, so I had contacted the hotel before we went to ask if this was going to be an issue. We were told it wouldn't be. When we arrived the receptionist said she could get the chef to meet with me and go through the food, but I didn't want to bother him right then. At tea time the chef noticed me looking at all of the info cards by the food and offered to help me. He was able to tell me what had dairy in and had also made potatoes without butter because we were arriving that day. He offered to make us something else if there was nothing for us to eat, but we managed. Anything we weren't sure of we just asked staff. There was also a snack bar. There are 2 bars (1 by each pool area) that serve until 11pm for All Inclusive. I think after that you'd have to pay. You also have to pay for certain drinks and cocktails. STAFF Almost all of the staff were very friendly and helpful (only 1 person was a bit abrupt, but i think that was just how they were). The maids were always very friendly and did a great job. The waiter/waitress team were great; especially Anna, who always made a special effort with our little boy. The driver of the shuttle bus was helpful and always waved/beeped to us if he saw us walking along the road to Tsilivi Centre. The waiters also waved to us from their bikes - little things, but appreciated the effort! POOLS/RECREATION/ENTERTAINMENT We only used the pool in the 2nd block area. This was near an astro-terf football pitch and children's play area. It was a decent size, warm enough and easily accessible. It had a bar nearby, toilets and the children's play area. There were also 3 seating areas. The children's play area was a bit basic and dated. There are 3 swings (2 for older children and 1 with a baby seat), a small roundabout, a sandpit and a seesaw which isnt actually secured to the ground (so i wouldn't be letting my son on it!). The area is brightly painted which is nice, but I think it could do with updating slightly; maybe a small slide/plastic climbing frame? And maybe a gate on the entrance too. You also need to be mindful that there are stray cats about (signs up in the hotel, all very friendly that we saw) and they may have pooed there; our son stepped in some before my partner had even seen it, nevermind had time to stop him! There is a pool table, table football table and air hockey table inside by the main bar, and a table tennis table and dartboard by the second pool. The Animation Team were friendly and not pushy; they'd invite you to join activities but if you declined, they wouldn't pester you (as we'd experienced elsewhere). Their day off was a Wednesday. This was Greek Night, and we could see and hear the dancing across in the main bar from our balcony. There is a mini disco at 2115 and evening entertainment at 2130. Unfortunately it was a bit late for our toddler so we missed all of the evening entertainment. What we heard sounded good though. HOTEL AREA The footpath outside the hotel comes to an abrupt stop in line with the hotel. There is no path the same side as the hotel. Not a huge issue in day light, but it is a bit scary at night when there is no path and about a foot drop into an olive grove on one side, especially with a pushchair! To get to Tsilivi Centre you turn left out of the hotel and just follow the road round to be on the main strip. The beach is down a side street by Popeyes. The hotel do a courtesy shuttle bus several times a day (ask for times at reception, but they were 10am, 1pm, 2pm and 6.15pm). Its about a 15-20minute walk to the centre/beach. You'll pass shops, bars, cafes and restaurants. The nearest supermarket is about 600m from the hotel (we were told that distance; didnt measure it myself!) And opposite a bus stop that takes you to Zakynthos. There is a bus stop outside the hotel that takes you to Zakynthos too for €1.80 per person (babies are free, not sure if older children are free) and that's one way. The timetable is on the bus stop. It goes through Tsilivi then back to the bus stop by the supermarket and left there. We were glad we got on outside the hotel as the bus got busy, and we got to see a bit more of Tsilivi. On the whole I would return to this hotel. Whilst the location wasnt great for us this time (with a toddler) it meant we were in a quieter area and weren't disturbed bt noisy bars. If we had been here as a couple without our young son then I would have probably wanted to be nearer the centre, even though the walking wouldnt have been as much of a task for just 2 of us!

So good we're going back with my parents this May. Nice walks to nearby restaraunts and bars. Very friendly staff in the hotel and bars. All inclusive food was what we expected. Not always all to my taste but there was always enough choice that we found something to eat. Room was lovely, seemed newly decorated. Clean and bright. Had an issue with the balcony door lock one evening and the hotel handy man/janitor was up within 10mins. of us reporting it and had it fixed in no time. Can't recommend this place highly enough. Can't wait to go back. Countdown is well and truly on!