Mitsis Laguna Resort & Spa

So the context, and our expectations, from their website "Laguna Resort & Spa is the richest ultra-all-inclusive 24h 5* beach resort in Crete". We have previously holidayed at IKOS and so we were expecting much of the same here. Unfortunately it didn't deliver. The hotel was very clean, staff were functional, a few very friendly and personal, food in the buffet was nice, and my wife who is gluten free was personally managed by one of the chefs, so very good service. There were however just too many points of friction to label this a ultra-all inclusive. -There were two bars upstairs, night bar and the champagne and sushi bar, with tables allocated to each, the staff from each bar wouldn't serve each others tables. So you couldn't have a glass of champagne and G&T at the same table -you couldn't get a bar drink at the restaurants, I did walk to the pool bar and get one, but really shouldn't have to -there were three separate health conferences and one tourism conference while we stayed there, so fairly constant pumping music for fitness classes and queues for toilets. -We stayed in a family room, the kids room consisted of a sofa, literally a sofa, with bed clothes on, that was it, no pictures or other furniture -the pool beds were stacked so tightly you couldn't walk between them to get to the pool To many points of friction to live up to their claim However, the 1 star, we had an incident where my 12 year daughter came to us quite concerned that a life guard had asked to take a photo of her and her 11 year old friend on the lifeguards personal phone. She had refused and told us. I confronted the lifeguard and said no photos of children. My wife raised this with the hotel management who said there should be no phones on staff. They did a drive by in a golf buggy, while the lifeguard was on a call! I then spoke with the general manager, who explained the lifeguard had been with them for a lot of years, sure it was all fine therefore, and that they needed the phone in case of a incident. He said they would move he lifeguard. They did to another pool, also with children. There is no good reason for the lifeguard to take pictures of young children on their phone. I have tried to get hold of the wider Mitsis team via the website customer support and also via other social media sites, but no response. I appreciate these things happen, but they need to be dealt with properly. In the UK this would be unacceptable, bearing in mind the number of British tourists at the hotel this should have been managed better.

Fabulous hotel. The staff are the stars of the show. Got transferred to the rimela on our last day. On reflection I would not do this again. It was more to suit staff as it was their last day. Unfortunately it was not in the same class. Staff were not as good. The female worker in the crepery was rude and most unpleasant. Such a shame after our experience at the laguna. Loved the laguna but most definitely would not go to the rimera. Thank you once again to Olga, Sotirus, Pedro's, and Sofia

Not a good start, the taxi arranged via the Hotel didn't show up. On arrival there were several guests checking in who all were offered a glass of fizz expect us. Things got better afterwards though, the room was nice, comfy bed, bath as well as shower and nice toiletries. Mini bar with red, white and Rosie wine, two beers and soft drinks replenished daily. The Hotel in general is very nice and has a luxury feel to most areas. Some areas are poorly maintained in my opinion which lets the overall experience down. Al a Carte booking is essential as i found the main food hall to be poor, I am not easily pleased with food though. The pools are big and lots of beds available (End Oct/ Start Nov) i didn't like the fact that all parasols were fixed though so if you like to be in the sun its not ideal at all. Lots of bars scattered around so your never far if you want a drink or snack. Big let down was that we were quoted 50 Euros each to stay in the Hotel for an additional 6 hours on our last day but the next day we were asked to visit guest relations to be told we had to move to another Hotel for those 6 hours as it was end of season and they were closing everything down (just strange that they were asking for 100 Euros 12 hours prior) We opted to move to the sister Hotel Mitsis Renela - Glad we did, if we return it will be to the Renela without question. Everyone is entitled to their opinion but if this is the best hotel you have been to, you need to keep trying others.