Poor Customer experience
pirms 4 mēnešiOur stay ended in the worst possible way. While we were away from the hotel, someone entered our room, forced open our locked suitcase, went through all of our belongings, and stole all the money from our wallet. This was not a misplaced item or a simple theft of an unattended bag—it was a deliberate break-in inside our hotel room. What disappointed us even more than the theft itself was the hotel's complete lack of empathy, professionalism, and responsibility. When I reported the incident at reception, my first reaction was met with disbelief. Instead of showing concern or offering immediate assistance, I was made to feel as if I needed to prove that the incident had actually happened. While speaking to the manager on the phone, the receptionist was laughing, which was deeply upsetting considering the situation I was in. Only after I insisted did the manager come to our room. By then I was extremely distressed, shaken, and trying to understand how someone had entered our room and forced open our luggage. Despite this, there was no apology, no reassurance, no attempt to make us feel safe, no offer of practical help, and no indication that guest safety was being treated as a priority. The only solution offered was to call the police. When the police arrived, the officer informed us that this was not the first hotel theft reported that day in Rethymno. Knowing this made the hotel's initial reaction even harder to understand. What was equally disappointing was our check-out. After everything that had happened, not a single member of the hotel staff said, "We're sorry this happened to you." No one asked how we were, whether we needed any assistance, or followed up in any way. It was as if nothing had happened. I understand that hotels cannot always prevent crime. However, they are fully responsible for how they respond when one of their guests becomes the victim of one. In our case, we experienced no empathy, no sense of responsibility, no support, and no real concern for our safety or well-being. After this experience, we no longer felt safe in the hotel. A place where guests should feel protected instead became a place where we felt vulnerable and completely unsupported. I sincerely hope management reviews not only its security procedures but, more importantly, the attitude and training of its staff. A hotel is not judged only by its rooms or location, but by how it treats its guests when something goes wrong. Unfortunately, this hotel failed us completely at the moment we needed them most.
