Elia Portou Rooms — Hotel in Municipality of Chania

If I could leave 0 stars for this hotel's service; I would. I booked this hotel in advance of flying out to Crete, fully paid for 2 nights. I was previously staying at a beautiful area in the mountains near Heraklion, where there was unfortunately poor internet service and inclement weather issues that we encountered unexpectedly. The commute between that location and hotel Elia Portou Due was over 2 hours by car. Due to the dangers of driving in those conditions, I was unable to reach the hotel exactly during check in time. The following morning, when safer to drive, I called the hotel while en route to Chania, to notify them that I will be there shortly, as the night before I was unable to contact them or check in due to inclement conditions in the mountains where I was staying near Heraklion with no internet service in the area for communication. The commute between the two locations is over 2 hours by car. However, the front desk staff with whom I spoke at the hotel, stated that “this is not our problem,” and they had already canceled my entire reservation for the stay without notifying me via email or attempting to contact me by phone. Additionally, they refused to refund the full amount; and stated that the room has been booked by another guest for those 2 days. Understandably, I was upset as I not only did not receive the goods and services paid for, but that my fully paid amount was confiscated while they doubled up their profits by charging an additional full payment to another guest for those 2 days. This was highly unprofessional and showed unethical business practices by double booking an already fully paid-for room in advance by me. ||||Customers, please beware that this hotel company, albeit having enticing hotel style and beautiful rooms in a tourist location, has the potential to scam you out of your money and cancel at their will with no notification or communication whatsoever to cover their dirty tracks - so that you can't even dispute the transaction with your card company! As an honest customer who pays in advance, I do not appreciate being robbed by a fraudulent hotel company. I have traveled to many places and stayed in hotels with amazing service; but will never book from this hotel company again, and have notified my friends and loved ones to also stay away. What an embarrassment to the hospitality sector....

We stayed at the Elia Portou Due for a little over a week. The rooms are beautifully decorated, and the beds are comfortable. The location is walking distance to all the shops and a beach. ||However, the modern rooms do not make up for the appalling service. ||Before we came to crete we called ahead and were instructed to go to another Elia hotel reception, which we did, but only to be told that we needed to go to yet another Elia hotel location. We pulled our suitcases over the cobble stone paths to three locations!||There was no hot water for the first five days of our stay. It would have been nice to shower in the morning and in the evening as the weather is so hot. ||You can hear everything on the street, in the rooms above and every room on your floor. We could hear whole conversations from people in adjoining rooms, people walking up and down the stairs and the floor boards creaking as the ceiling is exposed.||The rooms aren’t cleaned properly by house keeping, toiletries and toilet paper aren’t replenished, towels are taken and not replaced and beds aren’t made. The house keepers practically yell at each others and loudly walk around so you can hear them the entire time the clean every room. One house keeper even asked us for a biscuit and got annoyed when we didn’t have any for her! ||We asked to use an iron and the reception provided us with one, only to have it taken away by house keeping. ||There is no reception in the building, but there is also no phone to call the shared reception at the other hotel, so when we had issues we had to walk down to the other hotel. ||This hotel isn’t worth the high price tag seeing as so many hotel basics...

So this is a mixed bag. The room itself is lovely. The bed was comfortable, & the bathroom had toiletries for us. BUT the noise of people sneezing outside the room in the walkway below can get heard like they are in your room. Dogs, cars, casual conversations. It's all there for you. Bells seemed to start at 7 am. Bless you if you can sleep through them entirely. The reason the service gets a 1, is not the office manager who was helpful, but who is not at the place that the online guide sent me. He didn't seem to understand I cant read Greek or have any clue where he was so I could get the key. After losing my luggage and my wallet in the same hour, spending 30 minutes trying to figure out how to get into the room I rented was a serious set back to me. The fact I wasn't contacted beforehand to explain the key must be obtained from down the road and around the corner was bad business practice. If you get in early and have time kill maybe it won't be that bad to spend the extra time finding the office. I...