Jade Hurst
Beautiful hotel, clean and well equipped. Fantastic water park on site which was very good. Buffet restaurant was ok standard holiday buffet as you would expect, the other restaurants on site were incredible, every meal was amazing! Check in is complicated and slow which was a bit frustrating. Check out was fine. Pools are quite cold this time of the year but kids didn't care! No where to grab snack foods during the day which was a bit frustrating, you have to buy stuff from the shop. There's a restaurant in the water park that does things like burgers and chips which was useful. No pool drinks service, but lots of bars. Staff friendly as is everyone in Crete, beautiful place to visit would definitely recommend. I've a 7 and 3 year old and they loved it, night time shows were fab especially the acrobat show and circus.
Drew M
Starting with the constructive bits.
My family have dietary needs (2 vegetarians, 1 vegan and 1 dairy allergy). The food is labeled but often it's confusing labeling foods as vegan but containing dairy or eggs.
We asked a few of the staff though they were busy and often didn't know what was vegan. The staff were often too busy to help though they were good when we spoke to them.
However some of the senior staff had good knowledge and stopped what they were doing to help us and show us round. This was great, though the nature of the buffet is that the food is different each day so we needed to find out every visit.
On to the positives:
Food was spectacular, lots of options, good quality and lots of places to go and different cuisines to try.
The pools were great, sun beds were plentiful and you can find them at any time of day at any of the pools.
The water park is very fun, with lots of different types of slides for all ages and thrill levels. Even after a full week, we were still not bored of the slides.
The entertainment was great. A good variety of things from fire shows to magicians. Again fun for the family though make sure you get there early to get a seat.
We had a family room with a shared pool, this is a great room that allows for the kids to be in with the door closed whilst we chat or play games in the other or even in the patio area. There was also a bar within 30s walk making it accessible all the time.
We went in April so I unsure how busy it is in peak season but it did seem quite full yet never felt crowded.
Mary Boulton
Have only been here since Saturday and the customer service from reception and the “operations manager” is horrendous.
Let me explain why - I went to get in the shower last night and as I pushed the glass door to open it the whole thing shattered ! Glass everywhere I could not move! My has and got a fright not knowing what the noise was I was bleeding from cuts in my feet and arms. After tending to me he went to reception to get help, they took the room number down wrong ! Took over half an hour to come to the room. I was asked if I wanted to see a doctor which I did do. (She was lovely). After “discussions” with my husband they moved us for 1 night only! They said the hotel was full and I needed to go back to my original room! (It’s not full) I have no shower door now! And then the manager says I will need to pay for it!!! Absolutely no customer service skills at all! I have since phoned my travel agent who has been amazing and contacted the hotel and the tour operators on my behalf. They have told the hotel I am not paying for the door and have sorted things with the tour operators. The management have been useless and don’t care! I would avoid at all costs! And definitely not a 5 star hotel more like a 2 star! Drinks are rubbish food is acceptable at most!
Andrew Sperling
We went on a 6 night stay at this hotel in early April and overall it was a good experience. The water park is really good and keeps the kids entertained for hours. There are also multiple other things to do such as mini golf, evening entertainment, kids football etc.
The food was decent but not quite 5 star quality in my opinion. Most days in the Poseidon restaurant the food on offer was quite similar albeit generally it was nice food. I really enjoyed the snack bar near the water park which had some excellent burgers and Greek chicken wraps. The variation of drinks on offer I thought were good as a non alcohol drinker. And the kids had plenty of variation to choose from with nice mocktails and fruit juices.
The service was generally good where staff were friendly. There was one disappointment and that was although we were staying for 6 nights (7 days) we were told we could only get 1 free a la carte restaurant meal each. Over 7 nights is 3 free meals. We asked if we could possibly have 1 more but were declined this which was a shame.
The room was nice but it didn't really fit our needs as all the beds were in the same room for 3 people. It was well kept though and shower was good quality.
Overall we enjoyed our stay and had a good holiday but some aspects are 5 star and some others possibly not. It also seemed to get a lot busier as the week went on where queues became a lot larger which was disappointing as the first few days there were not any queues but that's perhaps due to it just opening for the season.
Adam Watling
Just got back from a great stay at Stella Palace only down side was it was only for 1 week. Food is good quality and well prepared and presented. if your staying for over a week I highly recommend booking the a la carte restaurants as soon as you arrive as these book out quickly we managed to get 4 reservations. We stayed in the 900's behind the water park it's a great area, bit more calm than the water park plus it has its own bar. I believe the room types in this area also allow you to have breakfast in the veranda restaurant we only did this once it's open later for breakfast (Elias is also open later), so that's handy if you have had a lay in.
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