We had high expectations of this place given the 5 star (on trip advisor) rating, and the reviews from others.
Here is a summary of what was good and not so good during our 5 night stay.
The service from the majority of staff was impeccable, always prompt and with a smile. Nothing felt too much trouble.
The hotel room was very nice, bright and clean and with a very comfortable bed.
The advise we got on places to visit from Tina was great , she sent us to the perfect places based on our requirements.
The not so good
The place is run by brothers. One of which is totally customer service orientated, the other needs to go do something else, or leave it to others as it always felt like there was an undercurrent of anger/frustration with him.
The breakfast and lunch we had were not what we'd expect, nothing was kept cold and there wasnt much variety at breakfast each day. Again service was excellent but the food standard should be improved. We ate out every night.
The location has a stunning view over the sea, and it's quiet - which for us was good. But for anyone not aware, you have to take transport realistically if you want to visit either nearby main town, firm or oia.
lastly, and most importantly, on settling the bill, we had to ask to see an itemised bill. Then we were presented with the individual bills for the things we'd had instead - all in Greek. I can honestly say I've never been to an expensive hotel and never received an itemised bill. At the end of the day I'm sure they were honest people, but my expectation is that I get to know what they've charged me for.
Overall, the service matched and sometimes exceeded expectations, but for the price they need to improve on one to two things to earn the highest rating.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
We acknowledge receipt of your review. Despite of the unfair, personal comments against my brother and / or me, in respect to our years' proven business experience, proper professionalism and customer orientation should note the following:
Your comments regarding hotel's services will be taken under consideration, though they significantly differ from those of the majority of other clients.
As for your billing and invoicing comments, these are completely denied and characterized as unfair and non true, under the real and legal meaning of the terms. Our hotel fully complies with the local fiscal and touristic laws and regulations. Each invoice is issued according to such laws. Same happened with your itemized invoice, where were described the services provided during your stay e.g. room, food & beverage, transportation, spa etc. Furthermore, as per the local fiscal regulations, separate receipts were given to you, stating each particular item / service per time.
During your check out all such documents were provided with you and you could have asked for any clarifications. Instead, you accepted all charges, paid with your credit card (by using your personal pin) and received the relevant invoice and other receipts.
Not able to understand your later insulting comments and implications for cheating (!) and without prejudice to all of our legal rights, please accept our discomfort and frustration, due to this unfair treatment and non true allegations.
For Santorini Princess
Managing Director / Co - owner
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.