This hotel has so much potential and it was very close to delivering on all levels, but they definitely let us down by some really silly but IMO major things which is why it gets 3 and not 4 stars.
So to get to the point, the hotel sells itself as having a buffet restaurant, it says it on the website, in all of the marketing literature and all around the hotel, including every lift. However, while we were there which was peak summer holiday season they decided to not have the restaurant open??!!
What this means in reality, is that every person in a truly massive resort are all trying to get tables in one of their 4 restaurants between 7-9pm. It didn't matter if you called up first thing, we weren't getting any table earlier than 9.15, which with 2 young children wasn't doable. Therefore 4 times in our 6 night stay, we had to get a taxi and eat out in Elounda. When we asked the hotel about this, they said the reason it was closed was that they didn't have enough people on half board who would guarantee that it would be worth opening. So for these people they gave them vouchers to eat in the restaurants.
The way I look at this, is that for the sake of the minority on half board, they have pretty much aggravated all of the rest of the people in the hotel, half boarders included in this, as they wouldn't have gotten a table either.
This is totally unacceptable as they are selling the hotel on this. The Asian restaurant was horrendous, everything tasted of bland gravy, we tried the Chinese, Thai and Japanese and they clearly couldn't cook Asian food at this restaurant. We sent our food back twice which we wouldn't typically do, but it really was very very bad.
The best place to eat was no surprise the Greek, Blue Door restaurant. Not only was it absolutely stunning in how rustic it was, the food was fabulous. We only went there for lunch a couple of times, because surprise surprise we could never get a table at night.
Second complaint was the wifi, wow this is truly awful. We were apparently in the best room in the hotel and they still couldn't accommodate us, even after finally on day 4 they set us up on our own private network, did we get some access. We had to login on 5 devices well over 20 times plus a day, as every time you went to connect it forgot you and you had to go through the rigmarole of connecting again by typing in your details. Most of the time the signal was shockingly bad, it was so-so by the pool, but in our room we didn't stand a chance, on our balcony, yes sometimes. When it came to pay, because wifi was included in our room price, we made them remove 50 euros per day that we would have been charged, because we refused to pay for something that caused us so much aggravation. This is where again a superior hotel should have said yes absolutely and we apologise etc. However, they didn't, they argued and said that they would have to escalate it. Given what we had paid, this should have been a no brainer. My husband couldn't be bothered with them, given that we were checking out that day and we told them to forget it.
I think because this hotel is so grand it just about gets away with leaving you to get on with it, but in my opinion that isn't 5 stars. The staff were very unhelpful, and were none existent by the pools. So if you needed anything, or wanted a drink, you had to go to the café which given the size of the pool area is a very long walk. In 7 days, one person asked me if I wanted a drink by the pool. There was just not enough staff around the hotel in general.
I wouldn't go back to the Blue Palace, but I would go back to Crete and probably Elounda. I thought it was absolutely beautiful, but no, the Blue Palace needs to improve its service and stop trying to cut corners, because they will lose customers.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your comments regarding your recent stay at our hotel.
Please accept my sincerest apologies for the service failures you encountered during your stay with us. As you can see from previous reviews, our service is typically where we shine. On behalf of my team and I, we are deeply sorry that this was not your experience and I sincerely apologize for this.
I was terribly disappointed to read that we failed satisfy your expectations in terms of food. However, I am glad that enjoyed your dining experience at the Blue Door tavern as well as its beautiful location. I have received your comments under strong consideration to make sure we get improved in the future.
Once again, kindly accept my sincere apologies for the areas where we have fallen short of your expectations and I do hope that you will give us another opportunity to prove to you the standards of service our guests have come to expect from us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.