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“Not the 5* we expected”

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SENTIDO Aegean Pearl
Ranked #10 of 175 Hotels in Rethymnon
Certificate of Excellence
Reviewed July 25, 2013 via mobile

We arrived here very late one night in early July for our last relaxing holiday before our baby arrives in November. We wanted a 5* that was clean, safe and relaxing- whether that was staying around the pool or relaxing on the beach.

We arrived at the hotel at 1:00am
To be greeted with a cold towel and juice- nice touch. My island went to check us in to be told the hotel had overbooked us and we would be staying in the sister hotel next door- 3* for 3 nights and then we could move into the Pearl in 3 days.
No apology and the receptionist told us like we would just accept this. To be fair my husband was really annoyed given I am pregnant and we didn't have a room at the hotel we booked after paying over £1300 for a week here!! After 2 hours of arguing we eventually were told we could have a room at the hotel we booked and we were taken to our room! No apology or complimentary offering, nothing.

Room was lovely just like the picture except our bath was cracked and water leaked all over. Too tired to complain!

Main pool is ridiculous- people putting towels out at 7am meant you have to be up early to have a chance of getting a subbed-
Not what I want or need! Our only choice was to head down to the beach- not ideal when your 5 months pregnant and need the toilet every 5 minutes! We ended up getting into the sun bed wars and were putting towels down early to ensure I had a bed! People left towels on sun beds all day and never turned up- hotel were not bothered.

To top this disappointing week on the last day I had some orange juice from the freshly squeezed machine and found 5 maggots in there. My husband found the same- nice touch that you can get fresh orange juice but not a nice touch that we had been drinking maggots all week! Husband went straight to reception and they said it was fine, natural infact!!!!! I instantly wanted to throw up and spent the morning googling maggots and pregnant women! We weren't going to complain about this holiday to the rep but after the maggot situation we certainly did!

The rep was so helpful and was pretty disgusted herself. We refused compensation from Thomas Cook in resort and I have now received compensation from this holiday.

Really disappointed in this hotel as we expected so much more for the money we spent!!!

Stay away from the orange juice!!!


  • Stayed: July 2013
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9  Thank AmyLawn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IANNIS K, Manager at SENTIDO Aegean Pearl, responded to this reviewResponded July 29, 2013

Thank you very much for your comment.

We deeply regret to hear that your stay in our Sentido Aegean Pearl hotel did not meet your expectation. It is in our company’s philosophy to accept criticism from our esteemed clients since it helps us to improve our services and standards.

We took all your comments very seriously and they will help us to improve our services.

We just would like to point out that since 2010 the Sentido Pearl Hotels received the HCCP Certification and that the products of the merchants here from Rethymnon, who have been carefully selected by us, are organic.

With kind regards,

The Hotel Management

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360 - 366 of 699 reviews

Reviewed July 25, 2013

This hotel offers everything needed for a great holidays, 3 swimming pools, great beach just in front of hotel, excellent breakfast and really comfortable room The service is excellent, we have been having some major problems with wireless internet connection but they gave us the cable to connect our computer directly in our room. They organized very early (4.50 am) breakfast for us, and there were many other similar small details that really make a difference. Very relaxing and nice. You can walk to a town, it is a bit distant but great way to loose some weight during your holidays. All together highly recommended

  • Stayed: July 2013, traveled as a couple
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1  Thank Helena_Maputo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 20, 2013

I visited this hotel at date 4 - 12.7 2013. I have been there in this super fine hotel many times earlier. The hotel is located in the end of the nice Beach Road in Rethymno. This is a 5 star hotel with very good service. The general manager of the hotel Yiannis Katsoulis and his friendly staff are taken care of the visitors in a very nice way. The standard of the food in the restaurants is on a high level. The hotel is very new and modern. The design of the hotel buildings is splendid. The athmosfere in the hotel is good. The hotel area is clean and there is a fine garden with many flowers and trees. Mainly every evening there are fine music and dancing programs. The distance to the own hotel beach is only 50 metres. On the beach is working a friendly Beach Boy who are looking after you. He brings coffe and drinks if you want. Go to this fine hotel I am sure that you will like it.

Room Tip: Order a room with sea view.
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  • Stayed: July 2013, traveled solo
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Thank FINLANDAKIS
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IANNIS K, Manager at SENTIDO Aegean Pearl, responded to this reviewResponded July 22, 2013

Thank you very much for your kind review and your loyalty towards our hotel. Herewith we want to express our gratitude to you and honor the special friendship, which developed in all these years! Eυχαριστώ πολύ!

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Reviewed July 12, 2013

What a great holiday,the hotel was excellent the staff were very nice and always helpful.The pool area`s were very very clean,the food was very nice with a good choice for everyone.In the evenings there was always entertainment that you could watch or even participate.The room we had was spacious with a nice area for the sun-beds outside the patio doors.Prices for drinks at the bar were about the same as you would pay in the hotels in the UK.We would have no hesitation in booking again with the Sentido holiday chain of hotels.The one down side to the hotel I would have to say is common with all holiday hotels -sun-beds near the pool.If you got to the pool after 9am there were no beds available.All would have towels on but no one on them!!!!.We sat one afternoon having a beer near the pool the beds were all taken with towels or people on them after about an hour 5 people came back from the beach and took thier towels off the beds and left the pool area----we could not believe it!!

Room Tip: room 19 has a choice of 2 pools on the ground floor and very quiet
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  • Stayed: June 2013, traveled as a couple
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Thank arnold c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 10, 2013

My boyfriend and I arrived at the hotel at around midnight after a very long day of travelling and we were greeted with cool flannels for our faces and a refreshing drink which was a nice touch from the hotel staff.

There was a bit of confusion with the rooms, with the hotel staff telling us they had overbooked the hotel(despite us booking this holiday in November 2012!) We were told we would have to stay in their 3* sister hotel Pearl Beach for 2 nights. I was so unimpressed, but after my boyfriend pushing them for about 20 minutes, it turned out they did have a room for us in the 5* we booked to stay in all along-phew!

The room was lovely, really modern and super clean. Powerful aircon, a balcony overlooking the sea, a mini fridge, comfy beds and a good quality shower-lovely! They're not overly spacious, but spacious enough for two people. The bathroom is open plan with the bedroom, so don't book to go with someone you're not 100% comfortable infront of!

The only disappointing thing about this hotel was the beach, it was so overcrowded(which is nobodys fault ofcourse, just not mine and my boyfriends idea of relaxation.) The beach itself was clean and enjoyable however, but its covered in pebbles so make sure you pack some flip flops or beach shoes! On the beach was a water sports center where you could book jet skiing, parasailing and other water activities. We hired jet skis which were 40 euro for 15 minutes and it was such good fun. The sea gets really choppy on the beach so be careful, the waves knocked me down a tleast ten times a day! Despite the beach being busy, there were 3 pools within the hotel which were relaxing and quiet, so we preferred to laze about there as opposed to the beach.

We ate lunch at the hotel most days which was really yummy. Simple pool snacky meals like toasted sandwiches, salads, burgers and pizzas etc. all reasonably priced. The staff at lunch were really attentive and we never waited too long to be asked if we needed anymore drinks.

Whoever said the walk into the harbour/old town was 30 minutes must walk incredibly quickly! It was taking us 10 minutes in a cab each night to reach the old town(only costing 5 euro) so how people were walking it in half an hour is beyond me! I'm sure if you were visiting the hotel at a cooler time of the year, the walk would be enjoyable, but in the middle of July it was simply too hot to walk-especially when a cab is so accessible and well priced.

Despite the mix up at the beginning of the holiday, we had a lovely stay here. Good location, friendly staff and lovely rooms. Would defiantly recommend, just at a more quiet time of the holiday season- not in July.

Room Tip: We had room 822 and was told we had the best room in the hotel! 2 balconies and a sea view.
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  • Stayed: July 2013, traveled as a couple
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3  Thank Rosieautumn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 5, 2013

the hotel is a new build to a very high standard. its at the end of the beach road and forms the corner. there are two buildings, the pearl and agean pearl and they form an open ended courtyard facing the beach. The Agean is the newer and thats the one you want.
we arrived late and were sat down given a drink and cool towels while we signed in and then they opened the resturant to give us prepared meals.
the rooms are very good and the staff are all very helpfull and cannot do enough for you.
The food is excellent and enough chioce for everynight.
Never had a problem getting a table or service and no queing for food.
The staff are attentive without being pushy and the restaurant manager greets you as he passes round and one of the senior managers on duty usually passes through and wished you a good evening.
The hotel has its own beach area with sunbeds etc and a very helpfull member of staff who you can order food and drink from.
The beach is good but the wind can pick up and create waves and undertow so watch the flags.
The walk along the prom to the edge of town is 30 mins plus another 10 if you go onto the old harbour or as long as you want wandereing round the old town. Or a taxi is 5 euros from a rank about 100 yards from hotel.

The hotel provides good low key night entertainment and also free guided walks around town.

If we were returning to crete we would stay here again.

If this is the standard we will look for other sentendo hotels.

An excellent hotel, with modern rooms,well trained and friendly staff and we enjoyed our stay

Room Tip: we asked for a quite room and got one at the back. there are few sea view rooms anyway and the fron...
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  • Stayed: June 2013, traveled as a couple
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2  Thank rolandKent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 27, 2013

Ok.... where do we start.....? we spent a week here at this hotel and to be perfectly honest, the reviews and description on the internet of this hotel are extremley misleading. EVERYTHING is at a huge cost, beware of those hidden extras... which are NOT cheap. (i.e. Bottled water is even at a huge cost - go down to the supermarket next door and you can buy 6 x bottles of water for €2 instead of the costly €3 per bottle!!!) Massage parlour is run independantly and nothing to do with hotel (we were not aware of this) and they only accept cash, please be aware of this.

You would totally assume that everything would be automatically charged to your credit card (which you provide, when you book the hotel) apparently this is not the case and we were chased down to another lovely hotel as they incorrectly assumed that we had left without paying, which both my friend and myself found totally insulting and a humiliating process nonetheless.

The place is run, like Butlins, (albeit Butlins have red coats, this place has blue coats). You are constantly told off for either a) helping yourself to a tiny jug of freshly squeezed orange juice (apparently your allocation is a tiny, weeny glass), b) forgetting to sign your bill. You feel like you are constantly being told off like a "naughty child".

Upon arrival, they offer you a tiny, weeny glass of orange cordial and a wet cold flannel. Whilst the flannel is nice, the orange cordial was pathetic, considering it is supposed to be a 5 star hotel.

Food is okay, but not great - VERY repetitive.

Annoying loud Mr Motivator type man, trying to get you do Acqua Aerobics at the gym.

Rude Russians (a plenty!!!)

The staff were totally unhelpful and whilst we were looking for extra accommodation to extend our stay, they refused to help us.

Poor location.... only a beach opposite and a right old trek into the old town (where the real Crete is!!)

If you want to go to a friendly, personable, welcoming hotel - this is definately not for you.

However, the positive sides are:-

Andrea (our Olympic Rep) - very, very helpful.
Doctors - were called by the hotel and were very attentative (I was ill)
The room/bathroom - very nice
Bathrobes and slippers provided
Balcony - good views
Bed linen - very nice and good quality

Above all, we would never stay here again, due to the rudeness, attitude of the staff and too many rude Russians around the pool area and the dining room.

This hotel definately caters for the Russians rather than British people.

Room Tip: If you do decide to use this hotel, please ask for Room 822 (I think this is probably one of the bes...
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  • Stayed: June 2013, traveled with friends
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4  Thank claire_daniels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IANNIS K, Manager at SENTIDO Aegean Pearl, responded to this reviewResponded July 1, 2013

Thank you for having chosen our hotel as your holiday resort and taking your time to write this review in order to share your opinion with us.
However, we would like to point out the following:

1. The Wellness Center is part of our hotel. The use of the indoor pool, Jacuzzi and gym is free of charge. Sauna and Haman cost 5 E per day and the massages and beauty treatments need to be paid for, like in every hotel, cash or with credit card.
Our reception staff gives to all our arriving clients a Spa brochure with price list and general information during the check in.

2. Our hotel has a high score in all social medias like Tripadvisor (Nr. 15 of 142 hotels and 90 % of recommendation), certificate of excellence for 2011, 2012 and 2012, and as well in Holiday Check (service 5.5 of 6 points) for customers’ friendliness and professionalism of our staff.

3. We have a very good mix balance of nationalities. During your stay the percentage of west European people was 90 % and East Europeans 10 %.

4. It is an international process that customers who check out come to the reception and pay their bills by signing the relevant credit card documents.
This is also mentioned in our Service Hotel Directory, which you find in all the rooms.
If a client leaves the hotel without going through the reception to settle the balance of his account, then there is a natural process, which we have to activate. Otherwise the receptionist on duty is responsible and the unpaid balance will be charged to this employee.

5. Our hotel is a city/beach hotel and Rethymnon is in walking distance 2.2 km to the old town, a beautiful promenade along the beach front.

Best regards

.

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Additional Information about SENTIDO Aegean Pearl

Address: Afstralon Polemiston Str 28 | End of Beach Road, Rethymnon, Crete 74100, Greece (Formerly Aegean Pearl)
Phone Number:
Location: Greece > Crete > Rethymnon Prefecture > Rethymnon
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#3 On the Beach Hotel in Rethymnon
#7 Luxury Hotel in Rethymnon
#12 Family Hotel in Rethymnon
#14 Romantic Hotel in Rethymnon
Price Range: $104 - $239 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — SENTIDO Aegean Pearl 5*
Number of rooms: 112
Official Description (provided by the hotel):
The SENTIDO Aegean Pearl is located on the Greek island Crete and is ideal for beach lovers who want to relax at the beach. The hotel is in the city Tethymnon on the island Crete. Next to the hotel there are many different shops, bars, restaurants and cafes. The beach promenade directly by the hotel, and is ideal for walks. You have got the possibility to take your breakfast at the main restaurant of the SENTIDO Aegean Pearl where a buffet is prepared to each meal. Moreover, you can enjoy your lunch at the snack bar which is directly next to the pool. In the evening you have got the possibility to choose between the buffet or the A la Carte-Restaurant. At the bar you can enjoy the sunset with a tasty drink. Many different watersport activities were offered next to the beach. The SENTIDO Aegean Pearl is in cooperation with the diving school where you can schedule diving lessons. Furthremore, in the evening the hotel offers entertainment shows. The SENTIDO Aegean Pearl offers 4 different types of rooms: Comfort double rooms; Double rooms with private pool; Family suites; Suites with sea view ... more   less 
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Also Known As:
Sentido Aegean Pearl Hotel Rethymnon
SENTIDO Aegean Pearl Rethymnon, Crete

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