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“not what was expected” 2 of 5 stars
Review of Smartline Neptuno Beach

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Smartline Neptuno Beach
3.5 of 5 Resort (All-Inclusive)   |   Vagias 3st, Heraklion, Crete 71414, Greece   |  
Hotel amenities
Ranked #15 of 61 hotels in Heraklion
Manchester, United Kingdom
Contributor
13 reviews 13 reviews
12 hotel reviews
Reviews in 11 cities Reviews in 11 cities
12 helpful votes 12 helpful votes
“not what was expected”
2 of 5 stars Reviewed September 30, 2013

When we arrived were told the hotel is full ,why take our booking?,they took us across the road to their [annex] but it was another hotel, the room was a shoebox, we had 40 kg of luggage living on the bed with us., anyway next day we dug our heels in and insisted they find us a room which they did after 2 nights, 2 days of constant asking , not what i want on holiday.bear in mind in this other hotel [annex] its not all inclusive so trailing backwards and forewards. now we are in the hotel and we always thought we were easily pleased, the rooms are horrible , well ours was, shower a trickle, tiles on floor throughout chipped and cracked mouldy old shower curtain , horrible balcony , you wouldent want to sit out, welcome meeting the rep was so rude, we all thought so , not just us, now on the up side food was nice staff was nice and we visited our friends room which was also nice, what a difference to ours now outside yes on the beach nice , but you had to check the chairs out befpre you sat down as half of them was broken , same for the sun beds, my view is not good enough, if you have already booked this hotel you will make the most of it as we did i hope you only booked a week though, ifyou havent booked yet dont do it ,we wouldent go again

  • Stayed September 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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86 people have reviewed this hotel

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (22)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Polish first
  • Russian first
  • Swedish first
  • Any
English first
Glasgow, United Kingdom
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
39 helpful votes 39 helpful votes
5 of 5 stars Reviewed September 28, 2013

I don't say this lightly but our stay with the Neptuno Beach Hotel was 'First Class' from start to finish. The food is excellent and the staff (from the senior management to the cleaners) were absolutely brilliant - there was nothing too much for them and always with a cheery smile, no matter which language you spoke....don't know how they do it!
The location is fantastic, rolling from the main dining hall through the patio eating area, past the pool and sweeping down to a lovely sandy beach. Entertainment staff were heroic in their efforts to encourage guests to 'join in' the games that included water aerobics with an interesting Indian dancing in the water.
If I was going to be picky, I have to say that the tea was not good (perhaps the water is not to boiling point?) however, the coffee is fantastic and the cocktails, wines (red & white) and beer were also spot on.
We were located in the Annex (actually the Georgie Hotel (part of the group and across the road) and found this, a small cosy, friendly venue that added to our overall experience. All of the Georgie Hotel staff could not do enough to make our stay a lovely experience - special thank you to Stella who managed the pool bar in the evening, providing good music but most of all encouraging everyone to join in :-) Our thanks to everyone at the Neptuno and Georgi Hotels for giving us many fond memories we will remember for a long time!
In short, a great holiday that I will easily book again!
PS: Knossos is defo worth a visit!

  • Stayed September 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 35
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
1 review
33 helpful votes 33 helpful votes
5 of 5 stars Reviewed September 22, 2013

The hotel is right on a lovely beach so great location and the pool is really nice. The all-inclusive food is great! Lots of fresh salads, fresh bread and cooked food, great choice of breakfast, you could eat something different every day for a month. All day tea and coffee, ice cream and bar snacks and soft drinks by the pool. The staff are really friendly. We loved doing aqua-aerobics in the pool in the morning - there is entertainment but it's not intrusive if you don't want to get involved. The rooms were spotless, we got a big bath as well as a separate shower and plenty of space in the living room area. Really could not fault this hotel and would definitely come back. The only slight drawback is that there is not much around in the local area, so it's a bit of a walk if you want to go out for dinner etc, but if you just want to relax around the pool and beach its perfect. Also great for kids as there is a safe baby pool. Very friendly atmosphere in the hotel as well. Free air conditioning in the rooms and tea making facilities (though take your own teabags if you are as tea-obsessed as us as the tea is a bit weak). Great choice for families and couples.

  • Stayed September 2013, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 33
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dorset. UK
2 reviews
Reviews in 2 cities Reviews in 2 cities
40 helpful votes 40 helpful votes
4 of 5 stars Reviewed September 21, 2013

Returned early hours of yesterday morning following a 2 week stay. Very friendly and helpful staff. Food lovely with loads of choice to cater for all with excellent restaurant service. (Cant understand the comments about the food in other reviews, as it was possible to have something different to eat every day if you wanted to. Also couldnt understand why people felt the need to pile their plates and then not eat it). Restaurant staff worked tirelessly and always friendly and helpful.

Sandra and her team are extremely hard working and kept the rooms very clean with regular changing of sheets. Beach towels can also be changed regularly with a returnable deposit. Sandra always stopped to ask if everything was OK (she spoke exceptionally good English, although Dutch) and nothing was too much trouble.

Outside areas kept clean eg- pool, bar and eating areas, wastes bins, toilets. There was room for improvement with regards to the odd maintenance jobs though.

Animation team was Ok for Aqua Gym, darts and bingo (If you like that sort of thing) and I believe young children were entertained but apart from a short cooking demonstration one afternoon and Greek dancing one evening, there was nothing else to do. (Only very young children staying due to the tiime we went, so not sure what older children would have done in the evenings). Would have been nice to have other entertainment after evening meal. Having said that we went for a quiet,relaxing holiday which we did have, so can't really complain too much about lack of 'other things' as it was enjoyable to have the opportunity to sit and chat with friends over a few drinks. Did go out for an evening meal at Uncle George's twice which is well worth a visit.

Beds very comfortable and room and bathroom good size.

Pool good and beach so close so had the best of both.

Although thoroughly enjoyed our stay we were disappointed that we had to have temporary room on arrival and having arrived hot, tired and hungry we were informed that we had better not unpack until room available next day (easier said than done when the things you need are spread across two ). My husband and I and our friends both had to change rooms in the morning. We also spoke with several other couples that had the same experience. These were all English couples,so,not sure if other nationalities experienced the same.We were informed that it was usual for hotels to do this but we have never experienced this and it did not start the holiday off well.

All in all had a lovely holiday with no other real complaints apart from the above mentioned. A nice gesture would have been to compensate with reduced safety deposit cost or similar as it really did have an impact on my overall review. The only other comments which I would see as ways of improving the service would be to have coffee machine away from the queue at the bar and a water dispenser which you could help yourself to instead of having to queue for this. My husband would also have liked a toaster in the restaurant!

I would recommend so do not be put off with my comments above as we have returned feeling as if we have had a really good holiday.

Room Tip: On second floor in main part of hotel (room 316) which was quiet. Sunny in mornings and suited us...
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  • Stayed September 2013, traveled with friends
    • 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
    • 4 of 5 stars Service
Was this review helpful? Yes 39
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
UK
Contributor
19 reviews 19 reviews
9 hotel reviews
Reviews in 11 cities Reviews in 11 cities
156 helpful votes 156 helpful votes
3 of 5 stars Reviewed September 17, 2013

The Neptuno has some real positives that can make it a good place to stay.
Excellent value AI package, good food, pleasant pool and bar area, on the beach location with umbrellas and beds included and friendly hardworking staff.
The rooms may be small but I can only comment on our standard room – though that still included a TV, fridge, tea\coffee making facilities, air-conditioning and hair drier. Safety deposit box was a chargeable extra. My only gripe was that the shower flooded the small bathroom floor making it wet and slippery only partially stemmed with a makeshift towel flood barrier! Room was serviced each day and towels changed regularly. Additional Beach towels were available for a deposit from the hotel if required and these could be changed for fresh towels at the pool bar.
The extensive breakfast, lunch and dinner buffets were supplemented by snacks and ice creams available throughout the day as well as drinks from the pool bar. The glasses of beer were a bit on the small side but on AI that hardly matters.
The entertainment staff were friendly and worked hard without being too pushy when drumming up custom. Bar staff, waiting staff and cleaners were all efficient and friendly too.
There was a wide range of nationalities including Scandinavian, German, Russian, British and French in about that order but that seemed to be true across the resorts we visited in Crete.
Being able to stroll out onto the nice sandy beach is a real plus for the hotel in a resort that doesn’t have much in the way of alternative attractions or “nightlife”. It’s not a bustling resort but does have several large and popular hotels in beachside locations. That said, there are still shops, hire companies, excursions agents and a few tavernas and restaurants in the area. As part of a two centre trip to Crete we were more than happy with the location as base for getting about, the hotel , food and facilities. The hotel is a reasonable choice on that basis or perhaps for an easy going week on the beach with everything on tap. Not the ideal resort for a family fortnight to be honest.
Amoudara, though, is only a short bus ride from Heraklion (1.50e on the number 6 bus from the airport and or the number 1 bus from Heraklion to Amoudara). That makes it a good base for visiting attractions in or around Heraklion, like the Venetian fort, the archaeological museum, Knossos or the port from which boats sail daily for Santorini whilst still enjoying a beach holiday. If you were looking to visit Chania or Samaria Gorge you might want to consider staying further east e.g. Rethmynon or beyond as they are quite some distance away from this part of Crete. If you want a lively night scene, dozens of restaurants , bars and promenading then again this probably isn’t the area to stay in. But for a good value AI beach holiday or base within easy reach of Heraklion this place works.

Room Tip: Look for an upgrade to larger room with better bathroom and balcomy or patio than standard rooms if...
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  • Stayed September 2013, traveled as a couple
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 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.
2 reviews
Reviews in 2 cities Reviews in 2 cities
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed September 14, 2013 via mobile

Nice clean hotel, friendly staff, room not well placed as one of our party had an ankle injury and room was on second floor with no lift. When we mentioned this to the staff, they immediately found us another room, also on the second floor but with lift access this time. Well kept, breakfast lovely and lunch good, but hardly any variety for dinner. Would imagine this hotel to be very different in the height of the season as there were hardly any sunbeds and the pool area is quite small but quite sufficient for October.

Stayed October 2012, traveled with friends
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Canterbury, United Kingdom
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
17 helpful votes 17 helpful votes
3 of 5 stars Reviewed September 11, 2013

Read the reviews as I always do, the hotel was exactly as most people had said. Our check in was quick and pleasant and we were taken to our room. Our room was the last block away from the hotel and up Two flights of stairs, still optimistic we entered the room to be very disappointed. I know your not in your room much, but it was dinghy and small, I went to reception and they were most helpful and they gave us a new room, which was much better. We got settled and went to the pool area again I was a bit disappointed as the sun beds are not around the pool, they are on a grass area opposite the bar. There are plenty of beds and loads on the beach as well, don't go in the sea without shoes on, sea urchins, ouch...Food at this hotel is good, plenty of choice, you certainly wont go hungry. Staff are excellent, quick to clear your empty plates, fill your glass and all with a smile. The animation team are good, but not to pushy we all enjoyed the music quiz, its different and funny? My only downside was the area, shops around a 20 minute walk and not a great deal there. Take the Funny train either the Two hour trip or the hour one, it takes you to the old part and a small harbour its fun. There is a mixture of nationalities at this hotel and we met some lovely people, overall we had a very pleasant stay here.

Room Tip: Rooms on ground level are better.
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  • Stayed August 2013, traveled as a couple
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 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.

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Additional Information about Smartline Neptuno Beach

Address: Vagias 3st, Heraklion, Crete 71414, Greece
Location: Greece > Crete > Heraklion Prefecture > Heraklion
Amenities:
Bar / Lounge Beach Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Suites Swimming Pool
Hotel Style:
#4 On the Beach Hotel in Heraklion
#13 Family Hotel in Heraklion
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Smartline Neptuno Beach 3.5*
Official Description (provided by the hotel):
Beach Resort . Suitable for Couples and Families ... more   less 
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Also Known As:
Mareblue Neptuno Beach Hotel Amoudara
Neptuno Mareblue Hotel
Neptuno Mareblue Resort All Inclusive
Smartline Neptuno Beach Crete/Heraklion

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