Aelius Hotel & Spa By Lavris Group — Hotel in Municipality of Chersonissos

Chose this hotel because it had almost five stars when booking with TUI . The hotel is very nice , very well presented in all aspects . The room we had was big enough , three of us had to share which was not ideal at all . I had requested a lower room as I am disabled but did not get one . When I asked if I could be moved I was told why would you want to be , you’re in a premium room… It turns out after making friends with severe people that we all in fact had the same room . It also turns out that around the back of the hotel there was a private pool that you only had access to if your room number began with a 5 , a sheer fluke for one couple who had not booked the luxury part of the hotel with private pool , swim up pools (I booked for one of these and didn’t even see one) and jacuzzis . This part of the hotel is well hidden and we never saw it . The rooms have a very oddly placed marble sink right in the centre of the room next to the beds which we all felt was poorly placed should you want to have a wash all over . The shower was always clean and quite decent , separate toilet which was good having to share one room . There was however a terrible sewage smell perpetuating from the toilet across the room at all times which was very unpleasant and has been mentioned in other reviews . The main pool is not big nor deep at any area and the pool bar cannot be classed as a pool bar if you are shouted to GET OUT if you are wet . It defeats the whole object of it being a ‘pool’ bar . Having to return to your bed to get dried (not drips allowed) became tedious as the week went on . The pool snack bar was poor to say the least . The lady that worked on that section was amazing and she started to cook me falafel as I was so hungry as a vegan there was nothing for me to eat at this hotel . The pool bar snacks everyday were , pizza , hot dogs , sandwiches, cheese pie , fried cheese . Having had the most insane pool bar where I was last year this was absolutely low standards in comparison . The bar staff and pool bar food staff were exceptional, polite and friendly . The restaurant, oh my days . I don’t know what to say . As I vegan I was HUNGRY ! all the time I was hungry , I lost the will to live with that restaurant. I was told on arrival to tell someone I was vegan and I’d be catered for , I don’t think they know what vegan is ! Even the rice had cheese mixed into it ! I know you might think oh she’s just an always vegan but we spoke to a lot of people there on all inclusive and half board . The half boarders had had enough , they were so unhappy with the food and weren’t even allowed soda with their food . They went out every night to eat just to get some decent food . Other people on all inclusive were also leaving the hotel in the evening to find restaurants as they were also very unhappy with the food . My two daughters who eat meat had just had enough half way through the week because the food was so poor . The entertainment was standard Greek , but they were squeezed into a small corner near the pool so no one could see them as anything that happened happened behind the sun loungers never to the restaurant doors , so people were waking past fire acts trying to go for their food . The sun lounger marathon each morning is tedious ! People were getting up as early as 6am to secure them . There are not enough for the amount of people at the hotel . The sun loungers on the very small beach ranges from 8-15 euro EACH and there are no drinks or food available unless you leave the beach , cross the road and go to a restaurant. People were travelling out of the area to different beaches. The lights in all female toilets in this hotel did not work but the men’s did . This is a major concern, be wary .* edit * as you can see from the owner response this hotel is also ableist . ‘You’re not disabled , you just use a crutch’ like a crutch is a fashion accessory and not a walking aid I’ve used for many years for my chronic illness since my mid 20’s . I don’t need to respond to anything else ....

Overall a fantastic hotel that is in a great location and well priced.

Location: The hotel is a short walk away from the beach, with several gift shops, restaurants/tavernas, mini-markets and excursion/vehicle hire companies in the area. The hotel is conveniently close to Heraklion airport, being the first stop dropping off and the last stop for pickup on our transfer. Gouves as a whole is quite well located for day-trips, with many points of interest 1-2 hours away by car. The hotel is also equidistant from both large waterparks - about a 15 minute drive to both Aqcua Plus and Watercity.

The beach: The hotel provides free shuttles to and from the beach at periods throughout the day, though it's only a 5 minute walk away. Sunbeds are available at the beach at €6 for a set, with many available. The beach is beautiful, with clear waters, soft sand and stunning views. The main strip along the beach has plenty of restaurants and shops, with everything feeling well priced and not extortionate.

The hotel layout: The hotel is very clean and modern, with an easy to navigate layout. The food hall, restaurant, bar and main pool are all located close to each other, with a second pool off to one side of the hotel. After a day, you become very familiar with the layout, and shouldn't struggle with navigation.

The rooms: We happened to stay in two rooms, one with a small private pool, and another with a balcony. The rooms are ample sizes, with simple decor and good facilities. There are wardrobes and drawers, a keyed safe, a small fridge, dresser/vanity and outdoor furniture. The electronics are fairly standard for a hotel, with a low powered hairdryer, TV and air-con. The TV unfortunately lacked much English speaking programming, and we were unable to use any apps. I'd recommend taking some form of bedtime entertainment if you were planning on relying on the TV, though it's fine if you're a German speaker. The rooms were cleaned daily, with fresh towels provided on request (leaving them on the floor), and new sheets every 3 days. Rooms are accessed via keycard, with electricity only active when the card is inserted on the wall.

The pools: Overall the pools are clean and clear, though sunbeds go quickly. There are signs explaining that you cannot reserve sunbeds with towels, though these are largely ignored. Would love to see the staff actively removing towels, though I understand why they don't. Generally, the pools themselves were quite quiet, so if you're not looking for a sunbed, you're in luck.

The food hall: The food served at the main dining hall is buffet style. They have a breakfast, lunch and dinner spread, with some themed dinner nights throughout the week. The food is very similar day-to-day, though overall the quality is good. I'd recommend experiencing some of the local tavernas throughout your stay, so that the food doesn't become repetitive. Absolutely adequate for setting you up for the day, or for refuelling after a day in the sun.

The restaurant: The seperate restaurant, which is reservation only, is fantastic. Make sure you book in when you arrive, as you don't want to miss it! That's all I can say - excellent.

The bar: No complaints at all for all-inclusive at the bar. The list of included drinks is varied, including (off brand but still fair quality) spirits and cocktails, appertifs, soft drinks and coffee. Measures are generous and you can drink from 10am-11pm. Snacks are also available throughout the day at the bar if you get peckish. You can also order premium drinks at a cost, should you wish for something off the menu.

The staff: The staff are friendly, welcoming and helpful. Many staff members spoke several languages, and communication in English was a breeze. Special thanks to Ellena who gave us some recommendations of sights and attractions in the area. We booked a car via the hotel's own car rental, which was quick and easy.

Overall, some improvements could be made, but a...

Not all that glitters is gold.

While the hotel is aesthetically pleasing in places, nearly everything else was subpar and disappointing

Customer Service My experience was very mixed. The bar, restaurant, and porter staff were impeccable—nothing was too much, and their service was excellent. However, things went downhill at the front desk, with hotel management, and with one spa staff member, Lana.

After arriving at my room at 1 am, I discovered it was dirty. I was desperate for a shower after a long day of travel, and there was a large brown mark on the shower floor (it looked like a blood clot). It was clear the room hadn’t been properly cleaned. Although the beds were made, everything else was quite dirty. Exhausted, I decided to wait until morning to raise the issue. In the morning after closer inspection I saw hairs under the thin mattress cover and marks on the sheet. The room had not been cleaned properly

When I reported the issue to the receptionist the next day, she dismissed it, claiming it was part of the tile design. I had to insist on a deep clean. When the cleaner arrived, she even rubbed her foot on the “tile design,” smearing the stain—disgusting. She promised to return in ten minutes but never came. Two hours later, I requested a manager. Instead of addressing the concern, she explained how upset her staff was and insisted she always did a good job. Well she didnt do a good job on this occassion, I was disgusted that this was my first impression at 1 am, and I had to wait hours on my first day to fix it. A common theme of the customer service staff at this hotel is to dismissive.

Because of the cleanliness issues, I was offered a free massage which led to my next disappointment.

Spa Experience I had planned to have a massage during the holiday (hence choosing a hotel with a spa). As part of the comdensation, i was supposed to receive a free 45‑minute massage (15 minutes given to everyone plus 30 minutes as compensation). I wanted to add an extra 30 minutes plus a scrub, both to extend the experience and compensate the staff. When I arrived at the spa, I spoke to Lana. She insinuated I was lying about the massage compensation and interrupted me repeatedly before I could explain or discuss the extra services. She insisted I could only have a 30‑minute massage, ignoring the manager’s prior confirmation of 45 minutes. She was shouting and cut me off. Only when I reminded her I was a customer did she change tone and become polite—but it was too late for me

Food and Drinks If you're gluten‑intolerant better not stay here as not may gf options. The only substitute I was given was bread which was hard and mouldy, and staff told me the mold was “normal” and part of the dough—utterly revolting. Generally the food was bland, basic, and cold with repetitive meals. The salad appeared reused, with wilted lettuce and yellowing cucumber, as if cut days earlier.

Cocktails weren’t made with fresh juices, but cheap syrup-based mixers—not acceptable for a hotel charging over £1,000 per person. Stick to rum & coke or gin & tonic—the only decent drinks. Not all drinks were included in the “all‑inclusive” package; you had to pay extra for some. They should rename the package because it’s misleading—not everything is included.

Facilities The hotel is very modern and looks even better than in pictures in the room I was staying in. It’s in a quiet location, with the strip not too far away. However, the building seems cheaply made: walls are thin, so you can hear neighbours, doors closing, and the frequent overhead planes—there’s a flight path above. Expect interrupted sleep.

Overall Not a great experience, and I will not be returning. The facilities look great, but in my view, true all‑inclusive value and genuine customer service matter more—and on both counts, this hotel is below par.

Would...