Nalu Resort & Spa — Hotel in Municipality of Rethymnon

My First Ever Negative Review – Sadly, a Disappointing Stay at a Supposed 5-Star Hotel

This is the first time I have ever written a negative review, but I feel it is important to share our experience in the hope that the hotel will improve its services. Unfortunately, overall, our stay was an unpleasant experience from start to finish.

Arrival & Check-In We arrived late in the evening, having booked a Private Pool Room several months in advance. Instead, we were given a Shared Pool Room located right next to the hotel terrace. We immediately informed the staff about the mistake, but in the absence of the manager, we were told to stay in that room until the next day. We had no choice but to comply. First Night Discomforts The given room had a completely blocked shower drain, making it impossible to take a proper shower. In addition, the refrigerator made extremely loud noises all night, making sleep impossible. Management Response The following day, our request to speak to the manager was repeatedly postponed, one or two hours at a time. Eventually, we were told there had been an overbooking and our original room was no longer available. As “alternatives,” we were offered: • A room with a jacuzzi — impractical for someone six months pregnant. • Keeping the current room, with a price adjustment. We eventually received a different room, but only so we could get a decent night’s sleep. Dining Experience Dinner at the restaurant was another disappointment: • Too few tables for the number of guests, resulting in long queues. • Before sunset, dining was nearly impossible due to direct sunlight and extreme heat. • Although the buffet offered variety, very little was actually tasty — surprisingly, considering how delicious Greek cuisine usually is.
The only enjoyable meal we had was at the terrace restaurant (with additional charges). Beach & Noise Issues On the first day, the beach was reasonably clean. However, the following day, large-scale planting work began right next to the sunbeds — with heavy machinery, tractors, and a lot of dust. We were never informed about these works, nor did anyone apologize. We returned to our room covered in dust each time. Additional Inconveniences On the last nights, the air conditioning switched on automatically during the night, even after we had manually turned it off, which continued the sleepless nights. On our departure day, we received a bill containing errors. Final Impression We left with the strong feeling that we had been misled, poorly treated, and given less consideration than certain other guests — particularly influencers, who were clearly more welcome. This hotel does not meet the standards of a true 5-star property, nor does it match the image it promotes online. Sadly, it was a deeply...

This is the first time I have ever written a negative review, but I feel it is important to share our experience in the hope that the hotel will improve its services. Unfortunately, overall, our stay was an unpleasant experience from start to finish.|1. Arrival & Check-In|We arrived late in the evening, having booked a Private Pool Room several months in advance. Instead, we were given a Shared Pool Room located right next to the hotel terrace. We immediately informed the staff about the mistake, but in the absence of the manager, we were told to stay in that room until the next day. We had no choice but to comply.|2. First Night Discomforts|The given room had a completely blocked shower drain, making it impossible to take a proper shower. In addition, the refrigerator made extremely loud noises all night, making sleep impossible.|3. Management Response|The following day, our request to speak to the manager was repeatedly postponed, one or two hours at a time. Eventually, we were told there had been an overbooking and our original room was no longer available. As “alternatives,” we were offered:| • A room with a jacuzzi — impractical for someone six months pregnant.| • Keeping the current room, with a price adjustment.|We eventually received a different room, but only so we could get a decent night’s sleep.|4. Dining Experience|Dinner at the restaurant was another disappointment:| • Too few tables for the number of guests, resulting in long queues.| • Before sunset, dining was nearly impossible due to direct sunlight and extreme heat.| • Although the buffet offered variety, very little was actually tasty — surprisingly, considering how delicious Greek cuisine usually is.
The only enjoyable meal we had was at the terrace restaurant (with additional charges).|5. Beach & Noise Issues|On the first day, the beach was reasonably clean. However, the following day, large-scale planting work began right next to the sunbeds — with heavy machinery, tractors, and a lot of dust. We were never informed about these works, nor did anyone apologize. We returned to our room covered in dust each time.|6. Additional Inconveniences|On the last nights, the air conditioning switched on automatically during the night, even after we had manually turned it off, which continued the sleepless nights. On our departure day, we received a bill containing errors.|7. Final Impression|We left with the strong feeling that we had been misled, poorly treated, and given less consideration than certain other guests — particularly influencers, who were clearly more welcome.|This hotel does not meet the standards of a true 5-star property, nor does it match the image it promotes online. Sadly, it was a deeply...

We had an absolutely fantastic time at Nalu Resort in Crete and can’t wait to return next season! From start to finish, the experience was memorable and filled with genuine hospitality.||There was a small hiccup at check-in, we were initially given the wrong room type, but as soon as we mentioned it, the team resolved it immediately and with a smile. Mistakes happen, but it’s how they’re handled that truly shows a hotel’s character, and Nalu exceeded expectations.||We stayed in one of the swim-up rooms, which felt incredibly luxurious. The room was beautiful, clean, and thoughtfully designed. Just a note for anyone visiting in October, the pool isn’t heated, so the water can be quite refreshing (or a little chilly!), but it’s still a lovely touch.||Around the main pool area, there are beautiful cabana-style beds, which in most resorts would come at an extra cost, but here, they’re a standard feature. It’s such a wonderful touch that makes relaxing by the pool feel even more indulgent and special.||The staff at Nalu truly make the experience exceptional. Giorgos and Gilda were wonderful, attentive, kind, and genuinely personable. They made us feel so well cared for throughout our stay. Ioili, the Guest Relations Manager, deserves a special mention; her grace, warmth, and professionalism are unmatched. She ensured every one of our needs was met and went above and beyond to make us feel at home. We also had the pleasure of meeting Chris, who was equally friendly and professional.||Breakfast was excellent, everything was fresh and beautifully laid out, with plenty of options. And don’t miss the iced latte, it’s a must-try and became part of our daily ritual!||On our last night, we dined at the à la carte restaurant, and it was truly spectacular. The menu is small, but in the best way possible, a carefully curated selection of dishes that focus on quality over quantity. Every plate was delicious and beautifully presented. The service team that evening did a fantastic job and should be very proud of themselves.||We did have a small issue with a lifeguard’s attitude one afternoon, but once we mentioned it, management handled it swiftly and professionally.||All in all, Nalu Resort strikes the perfect balance between modern luxury and warm, genuine hospitality. Thank you to the entire team for making our stay so special, we’re already looking forward to coming back...