Metropole Urban Hotel — Hotel in Municipality of Heraklion

Subject: Concern Regarding My Reservation and Lack of Support

Dear Metropolitan Urban Hotel Team,

I am writing to express my disappointment regarding an issue I experienced with a reservation I made at your hotel in Heraklion.

Unfortunately, while booking, I mistakenly selected the date one day later than I had originally intended. As soon as I realized the mistake, I immediately called your hotel to explain the situation and asked whether it would be possible to change the reservation to one day earlier, which was my intended check-in date.

During the call, I was informed that there was no availability on the day I actually wanted. I then asked if it would be possible to cancel the reservation and receive a refund, but your staff advised me to contact Booking.com directly, which I assume was based on your policy or agreement with them.

Following your advice, I contacted Booking.com and asked them to reach out to your hotel on my behalf. I later saw that the hotel responded negatively to their request and declined any changes or refund.

I understand that policies exist, but considering this was an honest mistake that I attempted to rectify immediately, I was hoping for a more understanding and flexible approach. Unfortunately, I did not receive any helpful solution from your side, which was disappointing.

I kindly ask you once again to reconsider either changing the reservation date or processing a refund, as the booking was not used and I acted in good faith to resolve the issue...

The hotel is definitely a 3 star, not a 4 star rating. The cleanliness of the bathrooms was very poor. There is only instant coffee sachets provided in rooms which are usually offered in 2 or 3 star establishments. The breakfast can only be described as very poor quality. Coffee was never available when breakfast commenced. Cafe staff were very unfriendly, unwelcoming and disinterested. A bowl of rotten fruit, stale bread and undercooked eggs made breakfast an unpleasant experience. There have been many reviews stating the very poor quality of the breakfast which only confirms management have no interest in improving the standards. Rooms are a good size and location is also good however low standards of hygiene and a dismal breakfast do not make for a pleasant stay. The highlight of my one week at this hotel was checking out, knowing I would not be returning to this sad excuse for a 4 star hotel. There are many better options in Heraklion. Please do not respond with a disingenuous generic reply, which is your standard response. As you have chosen to reply with a generic letter, I have now made a change from a 2 star to a one star. You don't take anything " on board". That's...

After staying in a number of hotels in Heraklion over the years, I think Metropole has become my favourite.

The location is good, with easy walking around the centre. Service was fantastic with all the staff very nice and accommodating. Rooms are spacious and fairly new with a little wear and tear in places but nothing that would be an issue.

The views over Agios Minas are fantastic and despite the close proximity the church bells are not heard indoors too much.

Parking around Heraklion can be a bit of a challenge, which means if you arrive by car you may need to walk a little from wherever you can find a parking spot or choose paid parking lots, as the hotel (like most Heraklion hotels) does not have private parking.

Breakfast service from the downstairs cafe was very slow, but quality of food was decent. Might have been a one off bad day for them.

All in all I was very happy with my short stay and will hopefully stay...