酒店环境和视野也都特别好 - 圣托里尼秘密套房及水疗酒店

Dear pevayrac,

Thank you for your review and for choosing Santorini Secret Suites & Spa on your recent stay in Oia.

We are glad to read that you had an incredible experience and you enjoyed the location, the beautiful view, the room as well as our Team's efforts to make your stay memorable.

Kindly note that we will share your lovely words with the entire Secret Team and especially with Fotis.

Hope to have the pleasure of seeing you again in the near future.

Warm regards,

Santorini Secret Suites & Spa

Dear Mr. Hacohen,

Thank you for taking the time to share your review regarding your experience at Santorini Secret Suites & Spa.

We are surprised by your comments and your dissatisfaction about our services and the hotel’s facilities, since the moment you addressed your complaint to the Reception Staff, they did their best to accommodate your request.

Please allow me to highlight all the points in your review.

To begin with the shower, kindly note that our suites feature either glass cabin Shower -Jet or Bathtub, this is clearly stated in all websites. Nevertheless, you could mention your preference in advance during the reservation process since you had a particular preference regarding the bathroom.

Although it was very difficult, our Team did its best to assist you and recommend an alternative suite with shower without extra charge, but you rejected it. Thereinafter you asked to take your shower at the spa premises. Although the spa was closed, we accepted your request, but you never used it, nor did you inform that you did not want to use it.

Regarding your comment about the extra charge, kindly note that this charge had nothing to do with the shower. As you were very well informed, we were fully booked and since you did not like the first solution we offered you, the only alternative we had was a Grand Suite, with an outdoor swimming pool, an upgraded, higher category room compared to the Absolute Suite you had booked. The extra charge of 200 € was already discounted and then, the amount was again decreased to 150 €. You refused again.

We would love you to point us out where exactly you found dirt in our Hotel and where exactly our stairs are not well maintained. Most probably you are confusing us with another property, otherwise you would have noticed that our cleanliness ratings are of the highest in Santorini.

You thanked us for our efforts and decided after hours of consultations to stay in your initial room. We do not see how the staff was “awkward, unhelpful and rude” after bending over backwards to keep you happy. We also do not see which SHOWER does not drain, since your room had a bathtub and not a shower. After all this IS the subject of your review isn’t it?
As for your comment to “avoid the Restaurant”, we won’t take it under consideration, as you did not experience it at all.

In addition, it goes without saying that we always give a tour to our guests in order for them to know that we do have a Spa, a Bar and a Restaurant. We never force anyone to book any of our facilities, but you will be amazed how many people want to and do!

Last but not least, when you asked for a late check-out, our Team was more than happy to offer it to you until 14:30 free of charge as we had this possibility because of the late check in of the next guest. You decided to leave the property without any notice and without paying any of the extras and the tax obligations, by claiming that “you were going to see something in your car”.


Regards,

Olga Fritzala
Assistant Manager Secret Hotels

Dear Tim S,

Thank you for your review and for taking the time to share it with the TripAdvisor Community.

We are excited to read that you had a pleasant experience and you enjoyed the incredible Caldera's Views, our delicious breakfast as well as our Team's efforts to make your stay memorable.

Regarding your comment about the privacy, kindly note that total privacy is very hard to be achieved in Santorini, due to the particular structure of the cliffside hotels.

Hope to have the pleasure of welcoming you again in the future.

Warm regards,

Santorini Secret Suites & Spa