Santa Marina Mykonos

As 3 friends who travel together, we always stay at 5 star hotels, we have had over 40 trips together. We have always been very happy with the hotels, and have never given a bad review. The hotel itself is nice, but the customer service is deplorable. We had requested a suite, but were given a small room. When we requested a change, they said that I had to go online. Our nr 3 arrived the following day, and we had informed the staff of this several times, but they would not check her in, the manager needed to come and fix this. Every request we had seemed to be a huge effort for them, even the simplest things. The checkout was not pleasant. They had overcharged us 1800€, and said they could not refund the credit card charge, They said the manager needed to approve this. They claimed we had stayed 3 nights instead of 2- which was bizzare. After 2 nights we were fortunatly able to move to the Bill and Coo, which was like heaven.

My partner and I wanted a nice getaway. I booked a three night stay - which was extremely pricy. While Mykonos is known as the 'party' island, I did research and this hotel is about 25 mins from town - it's not in a location near parties, it's billed as a 'getaway resort.' However, on a Sunday night, with the hope to recover from jet-lag we went to bed only to be woken at 10pm to the sound of fireworks, from there is was BLASTING music through midnight. A wedding reception was taking place at the open air hotel restaurant situated below all the guest rooms. We called the front desk asking to turn down the music - we were rudely told that in Greece it's legal to play music till midnight. The next day, we found many guests who were very upset. The front desk said they received many complaints - yet no apology was ever provided. I'm a Lifetime Titanium Bonvoy member and I've never had an experience like this at a 'high end' hotel. The hotel could have had the wedding party buy out the property or the music could have been at a level that was more respectful to other guests. It's one thing to have a bad experience, but it's so much worse when the hotel doesn't even care. Oh, I also recorded a video from my hotel room, so the hotel cannot refute this post. It speaks volumes!

I always stay at 5 star hotels when I travel, and have never had a bad experience. The customer service at this hotel was just awful. Me and my two friends booked a suite but were given a small room. We asked for an other room (and paying the difference). They told us we had to book this online- unbelievable. They were unable to change the room. Number 3 in our group arrived the following day, and although we had provided them with her name, they refused to check her in, and she had to talk to the manager before being able to check in. Everything was an effort for the hotel- we eventually stopped asking for anything- even ice to the room- as everything was a problem. At check out, they overcharged, stating we had stayed 3 nights instead of two, and charging for a room that had been prepaid- a total of 1800 euro. They said they were unable to reverse the overvharge without talking to the manager. After 2 nights we were thankfully able to move to Bill and Coo, which is totally amazing.