Rodos Princess Beach Hotel

It was an amazing massage, very relaxing. The masseuse, Gianessa, always asked how I was feeling and wether the pressure was allright.

We returned from our holiday 7 weeks ago, and it was the worst holiday experience we've ever had. We had issues with room bookings, staff, and risk hazards. The hotel can only be described as average in terms of food, cleanliness and entertainment. We travelled as a family of 5, including three children, including a 2-year-old and a 4-year-old for 10 nights.

Details of the issues are as follows:

1. We booked two sea view rooms for a family of 5, including three children. On arrival at the hotel at 3am (due to late flights and transfers), we were greeted by a young gentleman at reception who offered us three bottles of warm water (due to the fridge not being restocked, he told us). Because it was late, we were keen to get the children to bed, so we weren't worried about the water. The hotel then told us that only one room for four guests had been booked. I showed them our paperwork, clearly showing booking references for two separate rooms. The attitude of the receptionist was very unhelpful and dismissive. I asked to speak to a manager, and I was told no, as she was at home in bed. We were told the five of us would have to sleep in a room for four, and they would bring a pop-up bed if we needed it. By 3.30am, our children were very upset, so we said, "No, let's just get to the room." I was advised to return to reception at 9am to speak to a manager. Our first night wasn't as booked: we didn't have our second room, and there weren't enough beds for us all.
2. On heading to reception at 9am that morning, the manager first of all said we'd cancelled our second room (which we hadn't). They then said they could do anything as it was Jet2's mistake. I insisted it was their mistake, sharing all our paperwork, and they advised me to return at 11am after they'd looked into it.
3. I returned to reception at 11am and spoke with the manager again. Someone from Jet2 had contacted her, and she seemed unhappy that I'd contacted them. She confirmed the hotel had made a booking error, and they were working to find another room. She asked me to return at 5pm with our suitcase, when they would have a room ready. She then gave me a voucher for a barbecue at the beach as an apology, advising that it would allow us free access but not include drinks (even though we were all-inclusive). At this point, a barbecue was the last thing on my mind, and I didn't even know when, where, or what it was.
4. I returned to reception at 5pm. The manager wasn't there, as she had left for the day. No one at reception knew anything about the issue or room and asked me to come back in another hour. At this point, I refused and insisted they phone the manager. 20 minutes later, they found the details, gave me a key, and pointed me to the room, a 10-minute walk away, with my case in the heat.
5. Our first day of the holiday had been ruined with uncertainty about the room, beds, lack of sleep and numerous visits to reception.
6. On arrival to our 'second' room, it became obvious it was a compromise, as there was no sea view due to the position of the balcony at the end of the complex, with four or five palm trees directly in front of the balcony. It was only a partial sea view. The minibar was empty, and the room was at the end of the complex, right beside the lifts, stairs, air-conditioning units, and maintenance rooms. I rang reception to report the minibar was empty, and they sent someone about half an hour later, but they only half-filled it. The room was also a distance from our second family room, which I assumed the hotel booking team would normally have tried to avoid.
7. The next evening, on returning to our family room after dinner and watching the entertainment with our young children (aged 2 and 4), we returned in darkness and, on entering the room, our children ran in as we switched the lights on. Unknown to us, someone had been in the room and left some fruit, a bottle of fizzy wine and two towels. It had been left on the edge of the table, and our children didn't know it, so they knocked the table as they ran in, causing the bottle to fall, explode with glass and fizzy wine, covering the room, including the floor and beds. The children thankfully weren't injured, but extremely frightened, as were we. We immediately rang reception, asked for help cleaning up, and explained what had happened. A maid came quickly, along with another member of the reception team, carrying a replacement bottle of wine we didn't want. We asked why someone would come into our room where young children were, leave a glass bottle of fizzy wine clearly on the edge of a table, and create such a hazard.

Our holiday started off badly. At times, the staff were dismissive and unhelpful. For the remaining 8 days, we tried not to let our experience be negatively affected, but we found everything about the hotel below our expectations and not as advertised. We definitely will never return.

Cretan massage from Ahmed was absolutely unbeatable. Very professional and technique was excellent. Full credit to him as it was the best massage I ever had. Highly recommend the full spa staff too. Their care and attention to detail is fantastic. Feels relaxed and like a real treat