The two of you were a delight, I am glad you had the chance to stay with us, albeit two nights. All of the staff thank you for the great review above and we can only hope on your next visit to Santorini, you stay with us, hopefully for more than two days... Honeymoon perhaps?
All the best,
Dear Mr 784mohammedi,
Firstly please allow to thank you for taking your time to provide feedback following your stay at Art Maisons Oia Castle Suites in Oia, Santorini.
You have booked a stunning cave pool suite with indoor pool and outdoor cave jacuzzi overlooking the sea, caldera and direct sunset view.
The Oia Castle Luxury Suites were fully renovated in 2019 and was fully operational for the summer to ensure our guests will enjoy their suites with modern furnishing and facilities and large balconies with unbeatable views.
We are a dedicated team and we are striving to achieve the impossible, which is to make all our guests happy and enjoying their stay at Art Maisons Group: either at Aspaki or at Oia Castle.
Naturally, Technical problems are bound to happen, but they can always be fixed if they are notified and with a drop of understanding from our guests, we can fix it all and make it up to our lovely guests.
At Oia Castle Suites all guests are informed at check in time that concierge desk is available until a specific hour in the night and from that point on there is 24 h assistance in case of any technical assistance or emergency.
It is nerve wrecking for small inconveniences to appear when you are on holiday or honeymoon, we understand, but the issues you encountered could have been easily fixed if night service staff was informed at that time it happened. However after verifying the facts , we noted that reception was notified only at check out which is too late for us to fix anything.
We strongly suggest to all guests to inform us of any inconvenience during their stay so we can assist them accordingly. When you notified us of the dust and bugs in the pool due to the wind gusts, our maintenance came to clean it once again even after 10 PM, regardless we clean all outdoor areas 2 to 3 times per day.
However when it is windy and our futile efforts pay no results, beyond the 3 times service, we can clean again only upon your request, for fear of inconveniencing you on your private balcony.
We respect your feedback and we are thankful for it, the only exception is the choice of wording for our staff.
They are hardworking, honest and happy to help our guests experience not only our hotel, but the island at its best, hence it was painful to read such a sad comment regarding the staff.
When notified of your complaints at check out, i have personally called you while you were staying at another hotel in Santorini and you were kind to talk to me to help me understand of what went wrong.
And it seems that what turned into an annoying experience with the staff was a misunderstanding from both parts. At your check out time, 1 h prior your check out time my colleague called you to reconfirm your transfer to the airport and you informed him at that time that you were extending your stay in Santorini and did not need the transfer arranged for you at which my colleague informed you of the check out time at 11:00 and granted a later check out at your request.
However as the time for later check out passed and the room needed to be cleaned Reception kept calling your suite several times, with no answer and at that point, the Front Office manager came to your suite in person to explain to you that it was impossible to extend the late check out given the room needed to be ready for the next guests.
When we have late arrivals we always grant late check outs at no extra charge because we honestly care that our guests experience an amazing time and create fantastic memories during their stay in Santorini.
But we do owe you our sincere apologies for it altered your experience with us and for that we are at fault. Please give us the chance to revert the unpleasant feeling you left with the next time when returning to Santorini!