RoccaMare Heraklion - Handwritten Collection 5 estrelas

Dear Helena, Thank you for taking the time to share your feedback. We are truly sorry that the noise from the nearby venue affected your stay. We fully understand how important a good night sleep is, and we sincerely regret that this external factor impacted your experience. As soon as you informed us of your concerns, our team did everything possible to assist you. Despite the hotel operating at full occupancy, we offered you the only available room in a higher category available at that moment. We completely respected your decision to remain in your original room. Regarding the air conditioning, the issue was reported at approximately 10:45 p.m. Our reception colleague immediately came to your room to investigate. As part of the standard troubleshooting procedure, he also checked that the balcony door was properly closed in order to rule out every possible cause. The following morning, as soon as our maintenance technician arrived, he identified that the air-conditioning settings had most likely been changed unintentionally via the remote control. After restoring the correct settings and carrying out the necessary maintenance, the unit operated normally. Throughout your stay, and again during check-out, our team regularly asked whether everything was to your satisfaction. Based on the feedback you gave us at the time, apart from the noise from the nearby venue, you confirmed that you were satisfied with both our staff and the hotel facilities. For this reason, we were particularly surprised by the ratings given for our staff and cleanliness, as these are consistently among the highest-rated aspects of our hotel. While we fully respect every guest opinion, we feel it is unfortunate that the overall score reflects primarily an external factor for which the hotel bears no responsibility, especially considering that our team did everything possible to assist you and ensure you had the best possible stay under the circumstances. Warm regards, Dimitris Lampakis General Manager RoccaMare Heraklion – Handwritten Collection

Dear K, Thank you sincerely for taking the time to share your experience with us. I’m very pleased to know that you enjoyed our cleanliness, breakfast selection, pool, and the kindness of our team. That said, I’m truly sorry to hear about the oversight regarding your companion’s birthday. We always aim to celebrate such special occasions with warmth and attention, and I regret that we missed this opportunity to make your stay even more memorable. I’ve personally shared your comment with our team to ensure it doesn’t happen again. I truly hope we’ll have the chance to welcome you back and offer you the thoughtful experience you rightfully expected from us. Warm regards, Dimitris Lampakis General Manager Rocca a Mare Heraklion Handwritten Collection