We stayed at the hotel for 2 weeks in August and had a positive impression when we arrived as we were given a room upgrade and we had two spacious rooms with a great sea view. Unfortunately, the positive impression did not last the course of the holiday. The hotel is built into the hills and there are stairs everywhere you go so if you have mobility issues this hotel isn't for you.
The hotel obviously was a 5 star hotel once but it is not now and we would not stay here again for the following reasons:
- the air conditioning in the rooms didn't always work and it seemed to be constantly broken in the restaurant which made it uncomfortable to eat.
- if you book on the 'premium' all inclusive you only have one choice of restaurant (with the exception of one lunch and dinner during your stay when you can eat at the Laguna restaurant). If you have children you need to get to the restaurant as early as possible when it opens for dinner at 6.30 to be able to get a table large enough for you
- there are not enough staff in the restaurants, so you have to wait for the table to be cleared and finding clean cups and glasses can be a challenge. The few waiters there work very hard and are friendly and helpful, which is a credit to them given their workload, the heat they have to work in and the rudeness they have to put up with from the Russian 'guests'. Sokol was the best waiter there.
- All Inclusive apparently does not include water and it took two conversations with the front of house manager to get a bottle of water in our room each day. This is not a cheap holiday and I was astounded when the manager told us that they try to give Europeans a good deal and we should go to the shop to buy water and not expect it as part of AI
- as with the restaurant, there are not enough bar staff. Whilst I understand the need to have plastic glasses during the day whilst around the pool, I expect to be able to have glass glasses in the evening without asking for them. Not that they always had them available even when we did ask for them. It also depended on what mood the bar staff were in, on whether they were pleasant whilst serving you. We were even refused drinks one night as the staff said we would be taking the drinks back to our rooms. As we have young children we did want to be able to sit on the balcony and have a drink - any '5' star hotel would want to cater for customer needs, not saving as much money as possible
- there is a two tier AI system - Premium and Diamond. We were told when booking that the only difference was that Diamond had private pools with a jacuzzi and access to more restaurants. This is not the case, as the drinks for premium customers were a limited choice. If you wanted to use the bar by reception, then premium customers had to pay more. Fresh orange juice in the morning in the restaurant was an additional 3 euros per person.
- wifi isn't included for premium customers. The hotel advertises that you can buy an hours wifi for 3 euros, but when you try to buy it you are told that one hour has a bad connection and you have to buy two hours at a minimum for 5 euros
- as our rooms were upgraded, we had safes that worked in our rooms with clear instructions on how to use them. Mine stopped working after a couple of days and the hotel refused to fix it as I hadn't paid for it. This is bad customer service - they would have to fix it for the next guests and they chose to put us in the room.
- the pool areas are clean and spacious and we always managed to find sun beds. However one of the main pools was closed for 6 days during our stay for cleaning with no notice to customers of timescales and I was given the wrong information when I asked the manager when it would be back in use. Another pool was closed for the last couple of days for our holiday and they were even jet washing the pool whilst guests were sitting around the pool.
We did have a great holiday as a holiday is what you make it and the surroundings are beautiful. However, we will not be staying here again as we will look for a hotel which really cares about its customers.
- 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