I am writing to formally express my deep dissatisfaction with the service experience during our recent stay at Phaos Santorini Suites from July 17 to 20. While the property’s location and view are undeniably stunning, the overall service and hospitality fell far below acceptable standards — especially for an establishment that claims to be a 5-star hotel.
From the very beginning, we faced issues that were both disappointing and unacceptable:
1. Incomplete Amenities: Basic amenities were missing upon check-in, setting a negative tone from day one.
2. Overpriced and Poor Breakfast: The breakfast charged at €40 per person was unjustifiable. It consisted of just two eggs, butter, coffee, and a Greek salad. When we requested two individual omelets, they served a single omelet with four eggs on one plate, instructing us to share the dish and silverware — completely inappropriate and unprofessional.
3. Housekeeping Unavailable: When we requested room cleaning, we were informed by reception that no housekeeping staff was available and we should wait until the next day. This is simply unacceptable by any hospitality standard.
4. Lack of Night Support: At around 9 PM, we tried multiple times to contact reception for bottled water. No one answered. The next morning, we were informed that reception had been closed for the night. How can a hotel that advertises itself as 5-star operate with no night support?
5. Disrespectful Restaurant Service: We were refused a shaded table despite the r