We originally booked with TUI but after the holiday was called off due to the UK Government overseas holiday restrictions we decided to book direct with the hotel.
It was our 55th Wedding Anniversary so we booked an Executive sea view room, with balcony which was an extra cost. However, on arrival to the hotel we got shown down to our room by the pool on the ground floor with terrace doors straight outside. Not a lot of natural light in the room zero privacy on the terrace.
And so we phoned back to reception and eventually got shown to another room. It was a suite with a side sea view, again not what we had booked, it looked straight into another building. Again we complained but was told that the room we had booked was not available for 3 days so we had to stay put. Eventually we got the room that we had booked even though the hotel was half full.
We cannot fault the staff on reception and in the restaurant, Sevi and Ervis in particular. The other restaurant staff tried their best but it was obvious that they were still being trained. The food was very disappointing, unadventurous and repetitive.
Entertainment? Well there is none, apart from a 1 hour Caribbean Show on a Monday night.
Other nights there is only disco music in the pool bar which made our room shake until midnight each day.
No complaints about the room that we booked except the bed is slightly more comfortable than the floor. The maid cleans the rooms daily, sheets and towels changed every 3 days.
For the last week the staff was reduced and the restaurant went downhill, Sevi and Ervis were let go and it was left to the untrained waiters to cope. On top of this there were about a dozen French residents who thought no better than to stand behind your seats with food and try to talk across you, in a very loud manner, as you tried to eat.
Well we have been all over the world during our 55 years of marriage, in three to five star hotels, but the Castello Village Resort is not one that we would come back to. Very disappointing indeed, certainly NOT 4 STAR.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Response from Nikos Liapakis, Γενικός Διευθυντής at Castello Village Resort
Responded 3 weeks ago
Dear LesandLyn21 Thank you for your review regarding your recent stay at the Castello Village Resort! Your booking was for an Executive Room Sea View. You had requested a room with a balcony which we informed you – via email – that we would do our best to accommodate you as per your wish. These rooms have either a balcony or a terrace and neither of these extensions are extra charged. We gave you the room you had initially booked. Nonetheless, after you expressed your dissatisfaction with the room given, we upgraded you to a One Bedroom Suite Sea View with balcony until the room of your preference became available. Regarding the Food and Beverage comment, even though some members of the staff were not anymore part of the team, the quality of service did not change. We are sorry that our buffet food did not meet your expectations. We offer daily entertainment program, and the evening entertainment is comprised of two weekly shows plus dancing lessons from our dancing teacher. We thank you for choosing to spend your 55th wedding anniversary with us and hope to be able to welcome you once more in our hotel. Kind regards, The Management Team.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.