Sun Ray Luxury Apartments — Hotel in Municipality of Chania

Please read. It was our twin daughters' 11th birthday. Crete and this hotel seemed a nice idea. After all, the jacuzzi was tempting. But as tempting as the story with the snake in the Bible. As we make several trips per year (5-6 at least), we got used to Booking.com and traveling with the kids (twins and a bigger boy) I select 4 adults in the search selection, just to be quicker and to have two separate bedrooms(some hotels give you a room with a double bed and a sofa, selecting kids instead of adults). Now comes the real story that you will not believe: we arrived at night around 9PM. The 2 girls at the reception said “You cannot accommodate because you have a reservation for 4 persons and you are 5”. “Of course, I will pay the difference even if I do not need an extra bed”, the maximum capacity of the room being 5. They spoke to each other for 1 minute and replied: “You still cannot accommodate as your children are less than 12 years old and it is in our policy”. “It has to be a way, the boy is bigger and the twins have their anniversary tomorrow and we are in the middle of the night, where should we go?” They said, “No! please leave!” and returned to playing on their phones despite our begging and explaining the anniversary of the twins. Their answer was “it is written in hotel policy and also in the confirmation we sent you”. Yes, if I were a lawyer they were right, they did all that, but having a lot of reservations throughout the year I really do not read all the “property information page” as they all have general things like “no parting, check-in, check out hours ..etc”, and the confirmation email that is sent has the same general stuff. Also, all hotels on Booking.com that want only adults have a logo on the front picture “Adults only”, but this one did not. So, my mistake was that I'm not a lawyer and I did not read all “terms and conditions” in small letters, because important information is normally well shown on the front page.||After we were left in the street at night with the kids, one day before the twins' birthday, I asked for my money back as I already played and they said, “Sure… you do press Cancel and Booking.com will give you the money back”. After we left and found a new place to stay (difficult stuff in the middle of the season and night) I requested a free cancelation. I received “Refused”. They kept “All our money, All the reservation, not just the first night”. I called Booking.com and spoke to 5-6 operators and all of them said they cannot do anything I quote “The hotel can do whatever they want, they are not obliged to give the money back even if the below “12 years” issue was with small letters in property policy and it was not signaled on the front page like all other Adults Only hotels from their website”. I think I made at least 100 reservations on Booking.com in the past 10 years. I wonder how often they write on their corporate powerpoints “customer loyalty” or “customer comes first” slogans, but in reality, they throw you away. If you come this far reading the cherry on the cake comes now: we went to speak with one of the 2 owner ladies. I told her that it was inhumane and without empathy that they kicked us out in the middle of the night for just the fact that the twins were 11 and not 12. Also, I asked for the money back as they did not provide any service. She said that she “does not to give my money back because it’s my fault I did not read the property info”. When she asked where I am from and I said Romania, she sniffed with superiority and rolled her eyes over her head. Maybe we Romanians are only good at building their hotels and teaching their doctors in our schools. So, my “superior” brothers from America, France, Germany, UK (alphabetical order), and other counties, it you feel my shoes and imagine my kids' disappointment with this grotesque experience on their birthday, please avoid this hotel and these people as they send a message of absolute power and so inhuman, in this word already full of...

We had an ok stay at Sun Ray Hotel. The positives: not far from Chania, easy to get to, plenty of restaurants and supermarkets all around,and the apartment itself is of top quality. Everything was new, the bathroom with very good showers, washing machine ( very handy ) , and the cleaning was good. However, I had emailed the hotel before, asking if it was possible to have a quiet room, as I am an insomniac. The person who answered said that all the rooms were soundproof and and that I wouldn't have any problems. Then, when we get there we find out that the apartment was on the ground floor, opening to the reception, where everyone comes and goes , late at night , talking and laughing. Of course! Very natural, but not good for me. And if we are on the ground floor and guests arrive at 1am with suitcases and start moving chairs and tables around, you hear everything. Also, our bedroom window looked directly onto the pool area, with a speaker just next to it!! The lady agreed to switch it off at 11pm, but told us that the guests had the right to stay at the pool and make noise until 12pm. The next day, a group of young guys who had a late night plane to catch were allowed to stay in the pool area while waiting for their plane. But instead of having the low profile attitude, they were there the whole day, taking the whole pool area for themselves ( it's a very small pool area ) , and leaving their suitcases and shoes, and stuff in front of our door, at the reception. Staff did nothing and said nothing. We did not complain, but I guess when you have paying guests who cannot access the pool because of guest who were supposed to be gone, this is not really nice. There are plenty of other places around Chania and next time we'll look...

Just back from a weeks stay at Sun Ray Apartments and my only disappointment was that I didn't book for two weeks.|This place is wonderful, I don't think I've found a cleaner holiday accommodation from our room, to the pool area and the communal reception etc|We stayed in a two bedroom apartment which had one king sized bed and two twin beds in the other bedroom, both beds were incredibly comfortable and each bedroom had patio doors to a wrap around balcony which had a sea view and sunshine most of the day.|Great bathroom, kitchen and lounge completed the apartment.||situated about 5 min walk from the beach where you can hang out all day on free sunbeds, all they ask is you buy a drink or lunch. The food there was great anyone so that wasn't a problem.||Sun Ray is located on a fairly busy road but we couldn't hear traffic noise and it was convenient for two supermarkets and multiple great places to eat. (head to beach side restaurants for wonderful views on the sunset each night). The bus stop to Chania is also a short distance away||Communication from Sun Ray throughout the booking process and our arrival was faultless, they even put us in touch with airport transfer company which was also seamless.||Sun Ray is run by a wonderful family who couldn't do enough for us. I would hesitate to recommend and also visit...