Hera Hotel Athens — Hotel in Athens

AVOID AT ALL COST. STAFF THEFT.

Absolutely disgusted and bitterly dissapointed. Had our charger stolen by housekeeping.

Came home after long day out to find my charger had been swapped to a lower grade plug without USB slots. The charge plug we had had an additional 2 USB ports beneath the socket which we bought specifically for our needs.

The thing that shocked me the most was that the charger was INSIDE my bag left on the table. This tells me that not only are the staff dishonest enough to steal but that they had the audacity to be rummaging through bags.

Shaking with disbelief and mild shock, we went to speak to reception. The man behind the counter, Dimitris Halatsis, listened to our complaint but was instantly rude and dismissive about the allegation. All he had to had to say on the matter repeatedly was "it cannot be true". We asked then for a reasonable explanation since no one else went in or out of the room all day and again, his only response was "I cannot explain". We asked how it can be that you leave with a particular charger in your room and come back to a different one. Again- can't explain won't explain attitude.

Realising it was futile, I asked to speak to someone who could explain only to be informed that he, Dimitris, was the manager. As a manager, he was very abrupt, unhelpful and impolite. No explanation, no apology, no offer of anything to rectify the situation nor provide any compensation. Not what you expect from the manager of a 4 star hotel. When asked what he will do about it, he simply replied there's nothing he can do nor will do.

I explained to the manager as calmly and rationally as possible that there is simply no other logical deduction as to what happened. We weren't there to start any argument but to simply have an apology, a remedy to the situation and an explanation as to why such a thing was allowed to happen. Alsas, Dimitris was not prepared to act in any way managerial.

I know it's just a charger but it is the principle of the matter. To have ones privacy invaded in such a manner is disgraceful especially in a hotel establishment where you confidently put your trust into the company to provide you with safe lodgings and a pleasant experience. If today our bag was rummaged through, how many other people have had their items taken or meddled with. Taking the charger is one thing, but swapping it for another shows cunning calculated behaviour. The housekeeper obviously didn't think twice to swap it for her own. It beggars disbelief that she didn't think we'd notice. I would expect staff of higher moral calibre to be employed and a better standard of customer service and care.

So so dissapointed and disgusted with this experience. The rest of the holiday was ruined for us and put a damper on our mood every time we had to leave the hotel, walk past the reception desk and see the managers defiant gaze and look of triumph. No doubt he thought we would grow tired and just drop it. And perhaps he's right. There may by nothing else we can do but to inform any one else wishing to stay here to be very vigilant. I'd stay elsewhere to start with. AVOID this hotel. And if you really must stay here, watch your items carefully. Lock things in the safe. You may get lucky and be staying when that particular dishonest staff member is not working and hope that it isn't a habit of all housekeepers. And, sadly, don't expect the manager to deal with any complaint or issue. Dimitris was clearly not trained in hotel management or how to handle a complaint and deal swiftly, fairly and justly with an obvious misdemeanor on his staffs part. Did not want to be held accountable at all.

All I can hope is that afterwards, he had a word with the staff member concerned.

I will not be staying here again. I will not be recommending this place to anyone. We stayed here following some good reviews from a friend who always stays in Athens and from...

Positive Aspects1. Location: The hotel's standout feature is its excellent location for touring Athens. It's ideally situated, providing easy access to major attractions.2. Breakfast: The quality of the breakfast was good and enjoyable, adding a positive note to the stay.## Room Condition and Check-in ExperienceUpon late-night arrival, I was disappointed to find only two rooms available. The assigned room had significant issues:- A strong, unpleasant odor permeated the space.- The air conditioning fan produced excessive noise, making it nearly impossible to sleep.I raised these concerns with the staff, but their response was less than satisfactory:- Initially, they only promised to check the next day.- After a second complaint due to inability to sleep, they offered to change the room the following day if one became available.This lack of immediate action or alternative solutions was frustrating, especially given the severity of the issues affecting basic comfort and rest.## Laundry Service - A Major LetdownThe hotel's laundry service was particularly problematic and a source of significant frustration:1. Unclear Pricing Policy: - Prices for some items (e.g., shirts at 5 euros, pants at 7 euros) were listed in the room. - Crucially, there were no listed prices for underwear or socks.2. Lack of Communication: - Despite submitting a large quantity of laundry (over 9 pairs of socks and 10 pieces of underwear), the staff did not inquire about pricing or inform me of potential costs. - This oversight led to an unexpectedly high laundry bill and a very unpleasant surprise.3. Arbitrary Pricing: - Without prior consultation, the hotel charged 3 euros each for underwear and socks. - This pricing seemed arbitrary and excessive, especially given the quantity.4. Poor Customer Service: - The staff should have confirmed prices for unlisted items before processing, especially given the large quantity. - This lack of proactive communication significantly marred the service experience.## Areas for Improvement1. Room Maintenance: Ensure all rooms are in good condition, particularly regarding odors and noisy equipment.2. Staff Responsiveness: Implement a more proactive and solution-oriented approach to addressing guest complaints.3. Laundry Service: - Clearly list prices for ALL items to avoid confusion. - Train staff to confirm prices for unlisted items before processing. - Implement a more reasonable pricing structure for small items like socks and underwear.4. Communication: Improve overall communication with guests about all services and policies.## Personal ReflectionWhile I acknowledge I could have been more diligent in checking the laundry pricing, the hotel's handling of unlisted items was unprofessional and customer-unfriendly. The combination of room issues and the laundry service problem significantly impacted the overall stay experience.## Overall ImpressionThe Hera Hotel presents a mixed bag. Its prime location for Athens sightseeing and quality breakfast are definite pluses. However, issues with room condition, staff responsiveness, and unclear service pricing (especially regarding the laundry service) significantly impacted the overall experience. With improvements in these areas, particularly in customer service and communication, this hotel could offer a much better stay, capitalizing on its...

Many good hotels strive to top level customer service, great facilities, beautiful rooms and grounds and otherwise create a memorable customer experience but struggle when things go wrong.

The Hera hotel is a beautifully decorated hotel near the Acropolis and museums with modern rooms with balcony and great views. They have a wonderful rooftop patio and restaurant overlooking the Parthenon with a great food and wine selection. My wife and I spent her 40th birthday here. We were greeted in our room by a complimentary bottle of wine to help celebrate (nice touch!) and had dinner in their rooftop restaurant overlooking the night lit Acropolis. Unfortunately we were greeted back in our room that night by a constant drip from our roof caused by leak in the room air conditioning unit. We informed the night manager who did everything in his power to help us (the hotel was sold out so could not move us to another room). He even tried to move us to another hotel but was unable as it was 2:00am. We didn’t sleep much that night and unfortunately missed some sightseeing opportunities in the morning. On check out the hotel staff were very apologetic. On my next my Visa bill I noticed the Hera Hotel completely refunded my stay!

The difference between a good hotel and a world class GREAT hotel is how they handle the unexpected. The hotel management chose my customer satisfaction over monetary compensation. They are a great hotel and would highly recommend them to anyone...