RoccaMare Heraklion - Handwritten Collection 5 stars

Dear Hassan, Thank you very much for your kind review. We are delighted to know that you enjoyed a comfortable stay and experienced the hospitality of our team. Your recognition of our team’s professionalism, helpfulness, and friendliness is truly appreciated. Knowing that RoccaMare is a hotel of choice for you is a wonderful compliment for all of us. We look forward to welcoming you back again soon. Warm regards, Dimitris Lampakis General Manager RoccaMare Heraklion – Handwritten Collection

Dear Janna, Thank you very much for your kind feedback. We are truly delighted to know that you felt well taken care of during your stay. Creating a warm, attentive, and caring experience for our guests is exactly what we strive for every day. Your recognition of our team means a great deal to us. We hope to have the pleasure of welcoming you back again soon. Warm regards, Dimitris Lampakis General Manager RoccaMare Heraklion – Handwritten Collection

Dear Marta D., Thank you so much for your wonderful review and for sharing such kind words about your experience with us. We are truly delighted to know that our team, communication, responsiveness, and attention to detail contributed to making your stay in Crete such a memorable vacation. Reading comments like “what more can you ask for a vacation?” is incredibly rewarding for all of us. It is also a great pleasure to know that you enjoyed your Sea View Suite, our breakfast offering, and the comfort of our hotel. A very special thank you for recognizing Konstantina. She will be absolutely delighted to know that her assistance, knowledge, and hospitality made such a positive impact on your stay. It was a true pleasure having you with us, and we sincerely hope to welcome you back to RoccaMare Heraklion for another perfect vacation in the future. Warm regards, Dimitris Lampakis General Manager RoccaMare Heraklion – Handwritten Collection

Dear Lindsay, Thank you for taking the time to share your feedback. We are genuinely sorry to learn that your stay did not reflect the experience you were hoping for, particularly as comfort, privacy, and personalized hospitality are values we take very seriously. Regarding the housekeeping matter, we would once again like to express our sincere apologies for the misunderstanding that caused you discomfort. You personally brought your laundry items directly to Reception and requested that an additional laundry bag be delivered to your room due to your Do Not Disturb preference. During this process, an unfortunate miscommunication occurred, and the housekeeping team member understood that she was expected to retrieve the laundry form from the room. In doing so, she looked among papers left on the desk area. However, at no point was any backpack, personal bag, or private belonging opened or searched. As soon as the matter was brought to our attention, our Reception team apologized immediately and an internal investigation was initiated the very same day. We remained attentive throughout your stay and continued checking whether everything was satisfactory and if there was anything further we could assist you with. Regarding your first evening room service order, we would respectfully like to clarify the sequence of events. Your order was delivered normally to your room. The only omission was that the still water ordered was unintentionally forgotten by our Maître. He immediately acknowledged this, informed you that he would return within a couple of minutes with the water, and simply mentioned that, should you prefer not to wait, bottled water was already available in your minibar at the same price. You preferred to wait, which of course was perfectly fine, and the ordered water was delivered shortly afterwards. Similarly, regarding the restaurant interaction, our Maître’s question concerning your unfinished meal was intended solely as a gesture of genuine care and professional attentiveness , simply to understand whether there was anything not to your liking or anything we could have improved. Bringing you into an uncomfortable position was certainly never the intention. Regarding your laundry service, we would also like to note that your garments were processed promptly and returned the following day and, despite the expedited handling, no express laundry charge was applied. Finally, regarding noise levels, as a seafront city hotel, external activity and city life may occasionally be noticeable depending on room location and surrounding conditions. While we are naturally disappointed that your overall impression differs significantly from the experience we strive to provide, we nevertheless thank you for your feedback, as it gives us the opportunity to review, reflect, and continuously improve. Kind regards, Dimitris Lampakis General Manager RoccaMare Heraklion – Handwritten Collection

Dear Nick, Thank you very much for your kind feedback. We are delighted to know that, even during your short stay with us before your early flight, you enjoyed our modern facilities, well-appointed rooms, comfortable beds, and the attentive service of our team. Your kind words are greatly appreciated, and we hope that your onward journey went smoothly. We would be very pleased to welcome you back to RoccaMare Heraklion for a longer stay in the future. Warm regards, Dimitris Lampakis General Manager RoccaMare Heraklion – Handwritten Collection