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“Worst Hotel ever” 1 of 5 stars
Review of Minos Imperial Luxury Beach Resort & Spa

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Minos Imperial Luxury Beach Resort & Spa
5.0 of 5 Resort   |   Milatos, Crete 72400, Greece   |  
Hotel amenities
Ranked #2 of 2 Hotels in Milatos
plymouth
1 review
9 helpful votes 9 helpful votes
“Worst Hotel ever”
1 of 5 stars Reviewed November 1, 2012

We have just returned from the Minos Imperial 6/10/12 - 20/10/12. This the worst holiday we have ever experienced. We went to celebrate our 30th wedding anniversary. This hotel is not fit for purpose, in other words it does not provide or offer the dining options or bars it says on their web site.
"Huge selection of dining options/ guests are offered a wealth of dining options & social bars".
This is absolutely untrue we could only eat in the Grand Blue buffet restaurant and once during are stay we could eat lunch in the Mediterranean Restaurant but most of the food was at an extra cost. In fact the champagne, Lobster Dinners etc are all at extra costs even if you are a diamond customer.
On arrival (which was a very unfriendly experience) we were given an itinerary of the bars and restaurants which clearly states the dates they will close, several actually closed on the 15/9/12 this was before we even booked our holiday and the rest closed except Grand Blue on 30/09/12 as we didn’t arrive until 6/10/12 are choice was certainly limited.
The last 2 days of our holiday even the Grand Blue closed we were moved to a side room and the food was served from serving dishes or un chilled un covered plates it hit an “all time low”
The food was poor quality inferior reformed meat /cheap cuts of meat always casseroled, not once did we have a roast joint of beef/pork or a chicken carved in front of us as show cooking suggests (we have had this in 3 & 4 star hotels) show cooking consisted of a guy cooking potato fritters and another frying burgers fatty chops and even fattier kebabs. The chicken they offered the cook told me was rabbit. The Asian restaurant, a small corner of the restaurant was were the same Chinese food was cooked every night. The food was always cold. The budget for the food is not being spent on quality food.
We complained to the restaurant manager Christosi Politis in total 4 times, he told us that nobody else had complained...
This was a huge lie as I have a list of people who complained some were moved to other hotels but when we complained at reception they said that we would have to complain to our Rep. as we did not have a Rep. in our hotel we had to wait until we returned to England.
The only bar available to us was the seaside bar as the tropical bar closed on 8/10/12 .once we were able to get served, as only one person was serving, the drinks were of the poorest quality, I drank only water and my husband would drink only the beer. The local brands tasted like flavoured sugar water.
The diamond quests had their own bar and we could drink in their but it cost 8 euros for whisky, brandy etc. this bar was always empty.
We have serious issues as to where the drink and food budget was being spent.
There were a few exceptions but a majority of the staff were extremely rude and ignorant. We were told by the bar/accommodation manager also called Christos (who we also complained to) that this was a translation issue!!!!!
As we went for our 30th wedding anniversary we thought we would at least be offered a complimentary drink but sadly we were let down as with most things at this hotel.
On our last day their they started to empty the swimming pools even though some guests still had a few days left of their holiday.
I have read the replies from the manager to justify the poor quality etc. Firstly we did not pay a reduced rate and feel very insulted at the implication we infact paid over £600 more than some of the other guests secondly we have stayed in other 5 /4star hotels so we know how to compare like for like. Other dining options like diamond class were offered the same terrible food as we were so why would you pay extra for it , the manager told us we were paying for the surroundings surely all 5 star hotels have lovely grounds but they have lovely food ,drinks and polite staff to go with it. Whether they were closing for the winter or not we should have been treated like the paying guests we were, and not an inconvenience as they made us feel. While their Economic climate is having such a bad time may I suggest they look after their biggest industry (tourist) not alienate them.
I have also read that the Hotel had a private beach!!!. Yet when we raised the state of the beach i.e. the rubbish on it (cigarette ends empty bottles broken sunbeds etc. we were clearly told it was not a private beach and anybody could use it that is why the hotel did not clean it.
In conclusion this hotel is not fit for purpose ( it doesn’t do what it says on their website) this is clearly not the holiday we thought we booked it was an inferior 2 star hotel definitely not 5 star. The food the drinks and the staff were a huge disappointment. A TOTAL WASTE OF MONEY.
I would never recommend this hotel it was terrible.

  • Stayed October 2012, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Minos_Imperial_gr, Manager at Minos Imperial Luxury Beach Resort & Spa, responded to this review, November 7, 2012
We would like to thank you for your kind words regarding our hotel. However, please allow us to say that some clients cannot tell the difference between 5* city hotels and 5* resorts and this is why some people get frustrated sometimes.

Furthermore, due the recession prevailing in Europe, we try to adopt competitive prices by providing less facilities at times but still, when speaking of a 5* hotel, this certainly refers also to the setting, the gardens, the environment, the cleaning service, the private beach, the rooms’ and bathrooms’ size, the spa facilities and so many other things. These are the things a 5* hotel consists of. But among 5* hotels, there are various food & beverage package options like 5* all inclusive hotels – where we belong - , half-board hotels or bed and breakfast hotels and prices, of course, vary respectively from 150 euros to 10.000 per night and the guest is free to choose whatever he wishes and have relevant expectations over this choice.

For our very last week of operation, at the end of October, we offered extremely special rates, having already informed the tour operators, the travel agencies and our website with regards to which facilities would be open and which closed. Guests choosing to visit us in that period should have been aware of the fact that these beneficial prices are offered on the grounds that not all departments would have been available.

Our vast variety of food & show-cooking in our main restaurant was also cut in half during the above mentioned period; we are proud to feature some of the best buffet standards in Crete and we are heating the food in such a temperature to satisfy the 97% of our guests. Those guests wishing their food to be hotter, are offered with the possibility to ask for their food to be re-heated or to re-heat it by themselves in a microwave oven.

Please accept our advice and make sure that you know what will be offered to you by the hotel you will book for your next vacation; for instance, as far as Minos Imperial is concerned, you should have known that we do offer mattress and pillow service so you could have explained to us what kind of mattress or pillow you needed and we would have changed them for you.

You give us the impression that you are not aware of the new concept of 5* hotels and maybe it was the first time travelling in one of those because you should have known that in 5* hotels there are guests paying from 100 euros to 5000 euros in the same hotel at the same period of time. There are guests that do not find it necessary to have a luxury all-inclusive program and they are fully satisfied with a very simple and limited package and there are other guests that wish to have luxury items in their program like champagne, lobster, fresh fish etc. So nowadays almost all 5* hotels offer executive floors, bars and restaurants just like in the airline industry. In an airplane there are first class, business class and economy class seats; one may not expect to have the comfort and services of first class in economy class.

In Minos Imperial, we do offer a highly luxurious all-inclusive program called diamond class; separate bars and separate restaurants are offered to this guest category; of course, the other guests that have the more low-cost all-inclusive program are also welcome at an additional charge. Should you visit Crete in the future –maybe in another Resort – we would be more than happy to have you here and discuss with you the differences that exist in hotels over a glass of champagne.

Our experience has shown us that a traveler experienced in 5* hotel does not stay in a place that does not suit his needs; he takes his suitcases and goes to another hotel. The other type of traveler, the one who complains after his visit to a certain hotel, has very high expectations while not having paid for services that reach these excessive expectations and this is how an expectations’ gap is created and hence the guest stays dissatisfied.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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English first
London, United Kingdom
1 review
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed October 30, 2012

Hi,
Just returned from a holiday in Kreta at this hotel last week in october for two weeks,we had read some review, so we had an open mind , we arrived late at nite and was greeted by the night receptionst and he was very friendly and helpful, he showed us to our apartment, so this was a good start ,his name was Kostas,and he remained helpfull and friendly until we left the hotel, the standarts in the hotel were very high , clean and friendly staff, great dinning experiance, plenty to do,and clean toilets, the pools and areas were spotless, 10 out of 10 for all that.
We were all inclusive, out of the 14 days there was only one night that i wasnt to keen on the food , however, that was more to do with choice, that standards, the waiter service was exellent ,young girls , very friendly and helpful. All contributed to a great two weeks,we spent a lot of time on the beach which was great for swimming etc, it was very hot,for the two weeks only to come back to the constant rain of London, so great hotel , which is 5 star.

  • Stayed October 2012, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Flagstaff, Arizona
1 review
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed October 30, 2012

Stay at Minos Imperial Hotel for 2 Weeks from September 26th 2012. We upgraded to Suite well worth the extra cost, they are up a bit of a hill which some may find a bit steep. The themed restaurant's are very good and a nice.
If you fancy a meal out in Milatos we had an excellent evening at The NoName Tavern, which is a 15 minutes walk from the hotel. Bar staff at night seem to be under pressure at night but did the best they could. Olga at the pool bar was always plesant at worked hard.
We recommend to anyone wants a relaxing holiday child free.

  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roughton, United Kingdom
1 review
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed October 30, 2012

We're a 25-something married couple and the thought of a week away under the Grecian sun in a child free zone sound too good to be missed.
We didn't overly prepare for this trip as it was just a week away to the sun - but it actually turned out to be a lot more.
Our stay was between 16-23rd September 2012.
Arrival :
was in the evening. Landed 8:45pm and it was 29 degree Celsius!!!
40 mins after landing in Kreta we were already in the Restaurant having dinner. The Receptionist said it was closing so we could eat - and then take our bags to our room
Check in & Room :
We were taken to our room by car - and it was the furthest corner from reception but the walk would keep us healthy afterall we're eating all-inclusive and the room was just like the brochure pics. Clean, modern and fresh. We loved the bathroom and the glass wall
Cleaned daily, beds made and fresh towels daily too. The cleaning staff were great too. We came back early one day and they were still in there - so we just sat outside while they got on with it. Took a while - so we know they do a thorough job.
Food & Drink
How can people complain when there is so much variety
Breakfast was always fun. The yogurts, fruit and cereal for the more healthy
Lunch - salads, meats, pastas, rice, veg, fish. All sorts and the make your own soup was good fun too.
Dinners
Again all good and so much to choose from.
Al La Carte - maybe others stayed when it was busy - but we had no problems at all booking into the Italian and the Chinese Restaurants. We actually preferred the Italian out of the two.
Main Restaurant Manager was always smiling and welcoming and the waiting staff were friendly and very efficient too.
Evenings - we spent every one in the main bar area -on the terrace. Good music, a mixed clientele, and one evening they had a live trio that played romantic standards and hits. TV was on for those wanting to watch the football. It was all very relaxed.
We would rate it a 4.5 star (5 if the bar was free after 11pm) - and everything was clean and well kept.
We would go back to the hotel and reccommend it to anyone looking for a relaxing kiddie free escape - less than 40 mins from the airport.

  • Stayed September 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
tyne and wear
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
15 helpful votes 15 helpful votes
1 of 5 stars Reviewed October 27, 2012

My wife and I have retired this year and I reached a special birthday so we booked a two week holiday at this hotel.
So we decided that we would have a dream holiday. From the moment we arrived it was clear to me it was more likely to be a nightmare. We arrived at the hotel on the 9 October, asked if we could book an a la carte restaurant for the following evening but were told it was closed and the only main buffet restaurant was available in evenings. I was not pleased as we had booked an all inclusive Diamond Package. I pointed this out to the reception staff who just gave me a blank look and no explanation.
We went to our Suite which to say the least was dark and gloomy due to the very poor lighting. By this stage we were full of foreboding. This was made worse by the fact that there were areas in the resort that were not even lit. It had been raining when we arrived and I nearly landed on my back walking on areas of marble which were wet as I couldn’t see in the dark
We found the restaurant; I was shocked to see that none of the chiller cabinets or the hot plates were working so all of the hot food was cold and inedible. The salads and cold food were warm and I was horrified to see how much wildlife there was on the salads! Yoghourts and desserts were also covered with flies. We ordered white wine which was warm and the smell reminded me of mentholated spirits it was obviously the cheapest they could get and the water was brought to the table in jugs so I could not confirm if it was tap water or bottled? We eventually managed to eat something that looked ok and went to bed hoping that all would look better in the daylight
When we got back to our room I switched an old TV (I have thrown better out) which was supposed to have all the main international channels. The only English speaking channel was Al Jezeera. Where was the BBC, Sky and CNN?
I am sorry to say that things did not look any better the next day or any other day for that matter. I think a so called 5 Star hotel should be able to provide boiling water for teas and coffee and fried eggs should be hot and not cold. Milk was warm for the cereals in the morning. Chips were also stone cold It was obvious that a good percentage of the food put out in the morning was from the night before.
When I checked the breakfast cups I found that they were chipped or cracked. I had to search to find two decent cups which I did every morning after this. Some plates were also dirty.
The tablecloths were grubby and we were supplied with paper napkins both at breakfast and dinner not what I would expect from any 5 star hotel.
The restaurant staff always appeared morose and unhappy with one or two exceptions. We went down early for breakfast at about 8 am one morning. The staff were still setting the tables etc bearing in mind that the restaurant was supposed to be open at 7.30 am. We asked a member of staff if he could get us some orange juice. We are still waiting for it. Disgruntled staff are in my opinion are as a result of poor management.
The standard of the food got steadily worse to such an extent we could not eat the breakfasts and resorted to having toast in the morning until the toaster broke down. After that it was bread and butter. The total lack of food hygiene was in our opinion alarming. We had no idea what some of the meat dishes were but they were very unappetising to the eye.
In the evening, there was an Asian section where we used to wait till the chef had cooked the food fresh in a wok as we assumed as it was cooked at high temperatures it would be safe to eat. But you can only eat so many Chinese stir fry’s. Even though we were careful about what we ate we both had upset stomachs and we spoke to many other people at the hotel who had been ill. There was supposed to be an entertainment programme but we did not see any?
The one outstanding area in the whole resort was the Verandah Bar. Barman Costas kept the bar area spotlessly clean spotless and was very professional and always greeted us with a smile. Thanks to him and the other guests the evenings were enjoyable. I know Costas would be a valuable asset to any organisation and wish him success in the future. There was a singer in the Verandah Bar who was there several nights a week. We must say Georgio had a good voice and was a really nice person.
On the evening of the 16 October all the British Guests were invited for drinks and nibbles with Christos the manager. When we arrived he was being assailed by numerous guests with various complaints. The worst one being that the two external lifts from the main reception/room area down to the lower pools had ceased working on the day we arrived. As a result a young mother who had asthma had to push her child’s buggy up and down the steep bank four times a day. They still were not working when we left!
We eventually got to speak to Christos (Manager). When we asked him why facilities were not open and why this information was not on their website, his response was “I emailed all your agents “and was not prepared to discuss this matter any further. It was obvious that his attitude was “I am right and everyone else was wrong!”
We spoke to several of the locals in the area and we were told that there had been several managers in the Minos in the past two years, which makes me wonder if there are underlying problems. I also wonder if the problems are financial in view of the fact that all facilities were being shut down whilst guests were still arriving, the food was substandard and a lot of the lights had been switched off In the resort.
This hotel may have been worthy of 5 stars in the past as the pool areas are quite nice but this is most certainly not a Greek 5 star establishment.
My wife and I decided it was now time to contact the Travel Agent and lucky for us we were moved to a truly 5 Star Hotel for the second week of our stay which was fantastic.

Room Tip: Go to another hotel.
See more room tips
  • Stayed October 2012, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Minos_Imperial_gr, Manager at Minos Imperial Luxury Beach Resort & Spa, responded to this review, October 30, 2012
We would like to thank you for your kind words regarding our hotel. However, please allow us to say that some clients cannot tell the difference between 5* city hotels and 5* resorts and this is why some people get frustrated sometimes.

Furthermore, due the recession prevailing in Europe, we try to adopt competitive prices by providing less facilities at times but still, when speaking of a 5* hotel, this certainly refers also to the setting, the gardens, the environment, the cleaning service, the private beach, the rooms’ and bathrooms’ size, the spa facilities and so many other things. These are the things a 5* hotel consists of. But among 5* hotels, there are various food & beverage package options like 5* all inclusive hotels – where we belong - , half-board hotels or bed and breakfast hotels and prices, of course, vary respectively from 150 euros to 10.000 per night and the guest is free to choose whatever he wishes and have relevant expectations over this choice.

For our very last week of operation, at the end of October, we offered extremely special rates, having already informed the tour operators, the travel agencies and our website with regards to which facilities would be open and which closed. Guests choosing to visit us in that period should have been aware of the fact that these beneficial prices are offered on the grounds that not all departments would have been available.

Our vast variety of food & show-cooking in our main restaurant was also cut in half during the above mentioned period; we are proud to feature some of the best buffet standards in Crete and we are heating the food in such a temperature to satisfy the 97% of our guests. Those guests wishing their food to be hotter, are offered with the possibility to ask for their food to be re-heated or to re-heat it by themselves in a microwave oven.

Please accept our advice and make sure that you know what will be offered to you by the hotel you will book for your next vacation; for instance, as far as Minos Imperial is concerned, you should have known that we do offer mattress and pillow service so you could have explained to us what kind of mattress or pillow you needed and we would have changed them for you.

You give us the impression that you are not aware of the new concept of 5* hotels and maybe it was the first time travelling in one of those because you should have known that in 5* hotels there are guests paying from 100 euros to 5000 euros in the same hotel at the same period of time. There are guests that do not find it necessary to have a luxury all-inclusive program and they are fully satisfied with a very simple and limited package and there are other guests that wish to have luxury items in their program like champagne, lobster, fresh fish etc. So nowadays almost all 5* hotels offer executive floors, bars and restaurants just like in the airline industry. In an airplane there are first class, business class and economy class seats; one may not expect to have the comfort and services of first class in economy class.

In Minos Imperial, we do offer a highly luxurious all-inclusive program called diamond class; separate bars and separate restaurants are offered to this guest category; of course, the other guests that have the more low-cost all-inclusive program are also welcome at an additional charge. Should you visit Crete in the future –maybe in another Resort – we would be more than happy to have you here and discuss with you the differences that exist in hotels over a glass of champagne.

Our experience has shown us that a traveler experienced in 5* hotel does not stay in a place that does not suit his needs; he takes his suitcases and goes to another hotel. The other type of traveler, the one who complains after his visit to a certain hotel, has very high expectations while not having paid for services that reach these excessive expectations and this is how an expectations’ gap is created and hence the guest stays dissatisfied.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
East Dunbartonshire
Contributor
14 reviews 14 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
26 helpful votes 26 helpful votes
2 of 5 stars Reviewed October 26, 2012

This is advertised as a 5 star resort but it was more like 3 star. Although it charges 5 star prices. Clientelle mainly Eastern European
Issue with the room was the bedding was not clean and had to be changed. The buffet restaurant should have a health warning as not only is the food cold but the meat is uncooked and the chicken is especially dangerous. Even the breakfast eggs are cold. It can take ages to get a drink served at the table and a refill of wine was almost impossible without physically stopping a waiter. The snack bar is small and only was open for 2 days of our stay and was passable. The only a la carte available was Italian for lunch. This was extremely poor and the odd job man in a baseball cap was one of the waiters. Only one bar was open and it had only one barperson. Choice of drinks poor and the measures of drinks are meagre in the extreme. Long queues formed at times and they often ran out of softy drinks. As the week went on more and more services were withdrawn and we never knew where we could eat as they withdrew sections of the buffet.. This seemed to be not just closing down to me but a hotel perhaps in financial trouble as they switched of lights and services to save money. People were still arriving as we thankfully left
I often holiday at this time and this was the worst hotel I have stayed in. My best advice is if you have booked this go vegetarian.

Room Tip: Some sea view rooms are nice but extra
See more room tips
  • Stayed October 2012, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Minos_Imperial_gr, Manager at Minos Imperial Luxury Beach Resort & Spa, responded to this review, October 27, 2012
We would like to thank you for your kind words regarding our hotel. However, please allow us to say that some clients cannot tell the difference between 5* city hotels and 5* resorts and this is why some people get frustrated sometimes.

Furthermore, due the recession prevailing in Europe, we try to adopt competitive prices by providing less facilities at times but still, when speaking of a 5* hotel, this certainly refers also to the setting, the gardens, the environment, the cleaning service, the private beach, the rooms’ and bathrooms’ size, the spa facilities and so many other things. These are the things a 5* hotel consists of. But among 5* hotels, there are various food & beverage package options like 5* all inclusive hotels – where we belong - , half-board hotels or bed and breakfast hotels and prices, of course, vary respectively from 150 euros to 10.000 per night and the guest is free to choose whatever he wishes and have relevant expectations over this choice.

For our very last week of operation, at the end of October, we offered extremely special rates, having already informed the tour operators, the travel agencies and our website with regards to which facilities would be open and which closed. Guests choosing to visit us in that period should have been aware of the fact that these beneficial prices are offered on the grounds that not all departments would have been available.

Our vast variety of food & show-cooking in our main restaurant was also cut in half during the above mentioned period; we are proud to feature some of the best buffet standards in Crete and we are heating the food in such a temperature to satisfy the 97% of our guests. Those guests wishing their food to be hotter, are offered with the possibility to ask for their food to be re-heated or to re-heat it by themselves in a microwave oven.

Please accept our advice and make sure that you know what will be offered to you by the hotel you will book for your next vacation; for instance, as far as Minos Imperial is concerned, you should have known that we do offer mattress and pillow service so you could have explained to us what kind of mattress or pillow you needed and we would have changed them for you.

You give us the impression that you are not aware of the new concept of 5* hotels and maybe it was the first time travelling in one of those because you should have known that in 5* hotels there are guests paying from 100 euros to 5000 euros in the same hotel at the same period of time. There are guests that do not find it necessary to have a luxury all-inclusive program and they are fully satisfied with a very simple and limited package and there are other guests that wish to have luxury items in their program like champagne, lobster, fresh fish etc. So nowadays almost all 5* hotels offer executive floors, bars and restaurants just like in the airline industry. In an airplane there are first class, business class and economy class seats; one may not expect to have the comfort and services of first class in economy class.

In Minos Imperial, we do offer a highly luxurious all-inclusive program called diamond class; separate bars and separate restaurants are offered to this guest category; of course, the other guests that have the more low-cost all-inclusive program are also welcome at an additional charge. Should you visit Crete in the future –maybe in another Resort – we would be more than happy to have you here and discuss with you the differences that exist in hotels over a glass of champagne.

Our experience has shown us that a traveler experienced in 5* hotel does not stay in a place that does not suit his needs; he takes his suitcases and goes to another hotel. The other type of traveler, the one who complains after his visit to a certain hotel, has very high expectations while not having paid for services that reach these excessive expectations and this is how an expectations’ gap is created and hence the guest stays dissatisfied.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Scotland
Contributor
20 reviews 20 reviews
8 hotel reviews
Reviews in 12 cities Reviews in 12 cities
14 helpful votes 14 helpful votes
2 of 5 stars Reviewed October 26, 2012

As a frequent traveller of three holidays per year, I am used to hotels setting up for the summer season, during their peak times and running down if they close down for the winter. I was to say the least surprised that this alleged 5 Star facility almost closed down completely from 30 September whilst still accepting guests up to the 25 October. Unfortuneately, myself and my wife were two of them and had to suffer chipped crockery and glasses, poor food generally out of tins or packets and a reception manager who excused the cold food on offer in a patronising and unhelpful manner by telling us that he hoped to put a sile back on our faces which he did not. The rooms had soiled stained bedlinen which we had to demand to be changed, walki8ng about the resort where all the lights including at the pool were off even though we had to walk in this area to access the only all-inclusive bar offering service. There was no tonic for gin and on one evening no coke for any drinks. Leaving the resort is problrmatic as Milatos the nearest town is 28 minutes away to the nearest taverna along an unmade road with poor lighting. I will not be back no matter what time of the season to this bleak house.

Room Tip: The only way to get a good room is to pay for theit diamond class package but beware this could lead...
See more room tips
  • Stayed October 2012, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Minos_Imperial_gr, Manager at Minos Imperial Luxury Beach Resort & Spa, responded to this review, October 27, 2012
We would like to thank you for your kind words regarding our hotel. However, please allow us to say that some clients cannot tell the difference between 5* city hotels and 5* resorts and this is why some people get frustrated sometimes.

Furthermore, due the recession prevailing in Europe, we try to adopt competitive prices by providing less facilities at times but still, when speaking of a 5* hotel, this certainly refers also to the setting, the gardens, the environment, the cleaning service, the private beach, the rooms’ and bathrooms’ size, the spa facilities and so many other things. These are the things a 5* hotel consists of. But among 5* hotels, there are various food & beverage package options like 5* all inclusive hotels – where we belong - , half-board hotels or bed and breakfast hotels and prices, of course, vary respectively from 150 euros to 10.000 per night and the guest is free to choose whatever he wishes and have relevant expectations over this choice.

For our very last week of operation, at the end of October, we offered extremely special rates, having already informed the tour operators, the travel agencies and our website with regards to which facilities would be open and which closed. Guests choosing to visit us in that period should have been aware of the fact that these beneficial prices are offered on the grounds that not all departments would have been available.

Our vast variety of food & show-cooking in our main restaurant was also cut in half during the above mentioned period; we are proud to feature some of the best buffet standards in Crete and we are heating the food in such a temperature to satisfy the 97% of our guests. Those guests wishing their food to be hotter, are offered with the possibility to ask for their food to be re-heated or to re-heat it by themselves in a microwave oven.

Please accept our advice and make sure that you know what will be offered to you by the hotel you will book for your next vacation; for instance, as far as Minos Imperial is concerned, you should have known that we do offer mattress and pillow service so you could have explained to us what kind of mattress or pillow you needed and we would have changed them for you.

You give us the impression that you are not aware of the new concept of 5* hotels and maybe it was the first time travelling in one of those because you should have known that in 5* hotels there are guests paying from 100 euros to 5000 euros in the same hotel at the same period of time. There are guests that do not find it necessary to have a luxury all-inclusive program and they are fully satisfied with a very simple and limited package and there are other guests that wish to have luxury items in their program like champagne, lobster, fresh fish etc. So nowadays almost all 5* hotels offer executive floors, bars and restaurants just like in the airline industry. In an airplane there are first class, business class and economy class seats; one may not expect to have the comfort and services of first class in economy class.

In Minos Imperial, we do offer a highly luxurious all-inclusive program called diamond class; separate bars and separate restaurants are offered to this guest category; of course, the other guests that have the more low-cost all-inclusive program are also welcome at an additional charge. Should you visit Crete in the future –maybe in another Resort – we would be more than happy to have you here and discuss with you the differences that exist in hotels over a glass of champagne.

Our experience has shown us that a traveler experienced in 5* hotel does not stay in a place that does not suit his needs; he takes his suitcases and goes to another hotel. The other type of traveler, the one who complains after his visit to a certain hotel, has very high expectations while not having paid for services that reach these excessive expectations and this is how an expectations’ gap is created and hence the guest stays dissatisfied.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Minos Imperial Luxury Beach Resort & Spa

Address: Milatos, Crete 72400, Greece
Location: Greece > Crete > Lassithi Prefecture > Milatos
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Suites Swimming Pool
Hotel Style:
Ranked #2 of 2 Hotels in Milatos
Price Range (Based on Average Rates): $
Hotel Class:5 star — Minos Imperial Luxury Beach Resort & Spa 5*
Number of rooms: 338
Official Description (provided by the hotel):
Minos Imperial is set in the Emerald Bay of the traditional fishing village of Milatos which is 45 km from Heraklion Airport. Minos Imperial is the perfect choice for a memorable luxury hotel experience offering genuine hospitality and a truly unforgettable service. ... more   less 
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Also Known As:
Minos Imperial Luxury Beach Resort And Spa
Minos Imperial Luxury Beach Hotel Milatos
Minos Imperial Crete
Minos Imperial Luxury Beach Resort & Spa Milatos, Crete

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