Esperos Village Blue & Spa - Adults Only — Hotel in Municipality of Rhodes

Overall, we had a lovely 10 night stay at the hotel, the main building is well done, the pool & bar area are really nice, the food was good, the rooms were clean & spacious & we had nice views from the top of the resort. (There are no rooms at the main building & they are all over the hill top so you have a steep walk up & down to the rooms. They do have a shuttle bus that drives up & down every 20 minutes but this is not enough and you often have longer waits. It gets old very quickly.) However, we are very well travelled and we have high expectations & the manner in which the hotel is run is with a very cheap mindset. The attention to detail is missing which for us does not make this a 5* hotel. You receive water in your room upon arrival but this is not restocked everyday. Bathroom toiletries will not be restocked. They will not give you ice for the room, only if you pay €5 & wait for room service to bring it to you even if you are standing in the bar. If you wish to use the pool table you have to pay. The beach resort which they make out to be part of the hotel you will have to pay €8 per sunbed & €2 for a towel which they do not tell you about upon arrival. They will charge you anywhere up to €160 for a late check out which is really a lot of money! These are small things, but they matter. In addition, we celebrated our wedding anniversary whilst there & told several staff members about this in conversation. They couldn't care less. No congratulations, no gesture of a gift to the room or something in the restaurant. In the end, my husband paid €25 for them to decorate our room with rose petals. Bless him, but I mean....really? The final straw was an incident over restaurant vouchers, which still I have to incredulously laugh about if it wasn't so rude & ridiculous. During your stay you will be offered €15 per person discount voucher for the Mediterranean restaurant to be used for either lunch or dinner. 2 days before we were leaving we wanted to book it & seeing as you do not get to eat dinner at the resort on the last day, we thought we would have a late lunch in the Mediterranean restaurant. The lady at reception arranged this for us & gave us the vouchers, knowing it was our last day. The night before we were due to leave, my father received a call to his room and he informed us that we had been asked to return the vouchers. I thought he was joking. Unfortunately, he was not. We went to reception & they indeed said that we were not entitled to the vouchers as it was our last day. Another piece of information that was not communicated to us at any time & clearly not common knowledge with the staff as we had already been given the vouchers. What ensued was some of the worst customer service I've experienced. After trying to reason with the receptionist for 10 minutes or so that it was the hotel's mistake and it would be nice if they honoured it, seeing as they were informing us too late to make use of the vouchers any other time (they had had 2 days to tell us), she stared at us blankly and said no. We then spoke to Elsa the reception 'manager' who continued to argue with us for another 25 mins! She would not listen & constantly interrupted. The fact that a hotel of this size and standing, so called 5*, would not own a mistake & then argue so steadfast with a customer over a total cost of €45, which effectively has zero impact on the hotel given we could have used it at any other moment, is so petty minded we were just flabbergasted. The audacity to call us & ask to give the vouchers back. Who does that!? Let me be clear, we don't give a ** about the €45. Our total bill for drinks over the 10 days came to nearly €900. It's not about the money. It's the principle & the manner in which were treated. The hotel should be ashamed of themselves. It's cheap. Ultimately, this is a personal story & we were unfortunate. No doubt if you go, you will have a great time. Other staff were extremely friendly and helpful & it is a lovely place. Just...in the end disappointing for us. You can get better...

We arrived at the Espeross Village Hotel at July 4th until July 8th. This holiday was very significant for us, our Honeymoon vacation and it was very important for us to spend our money on a five stars hotel and upgrade the room to a room with a private pool and sea view. It is important to note that the reservation was already paid. we received a response from the hotel's representative Mariettis Sarantos by email to receive their  honeymoon package free of charge. We arrived at the hotel at 12 p.m to do a check-in and asked to present the credit card we paid with. We forgot the card at home and did not think that not displaying the card would be a problem because all the charges had already been made. (And what would happen if someone forgot / dropped / robbed) We encountered blank, low-understanding receptionists even though we showed a photocopy of the credit card and photocopy of the charge in our bank account to prove that we had actually made the order. The receptionist named Joan said she was checking with the manager and that we would wait a few minutes. After half an hour with nothing progressing, we took the initiative and contacted a booking company in front of a representative named Brian and said there was nothing to worry about and within a few minutes he would contact the hotel and we will get the room. Of course that did not happen either. After another hour of waiting (when the clerk mentioned only a few minutes) we demanded to speak to the manager ourselves - this too is very annoying and belittling our time while we want to start the vacation, when we arrived he explained that he must see physically the credit card so that he can receive the payment through the credit company. We explained to him that we had no other options of payment and asked for a deposit for the total period we stayed at the hotel for about 1000 Euros. Of course it was not possible and we agreed on a deposit of one night only, which made us count every euro we spend on a trip. We agreed with the manager that my brother will arrive in Rhodes on Sunday July 7th to bring the credit card and that we would be able to arrange a payment and that we would receive our deposit money back. We waited at the lobby for more than two hours to get the room we paid for. When we entered the room, we expected to see the honeymoon package that was promised to us, and of course it did not happen either. Only when we went down to reception and showed the e-mail from Mariettis they bothered to send to the room champagne and unsliced fruits and even one fruit that was rotten. At Sunday, July 7th we arrived at the reception  with the card in order to pass the magnetic strip as the manager asked for in order to receive our money back, the clerk just glanced at the card and did not do anything with it. Everything we went through to get the card and in the end he just looked at it and returned the deposit. At July 8th, we went down to breakfast at 8:30 and dropped our suitcase, even though we informed the receptionist that we were not making a check-out yet and we wanted to take a shower before we leave to the airport- the check-out hour is 12 pm. Guess what, we arrived at 9:10 to our room and the roomkeepers were there, cleaning the room for  the next guests. They never entered to clean the room at this time before. They made us feel uncomfortable and unwanted, it is important to note that we did not returned our room cards, the room cards were still with us. Of course, there were again many excuses, there is lack of communication and coordination between the hotel staff, the receptionist and the manager. They noted that it had happened by accident and regretted it. How is it possible that in four nights they would make so many mistakes??? Please note that during the stay there were also friendly and courteous staff, the hotel is beautiful and well maintained and in a good location but I will definitely not recommend it and will not go back...

In Greece this hotel has 5 stars and in Aurinkomatkat they say it is 4 stars hotel. It has all of the ameneties and services of 4 stars hotel e.g., room service, spa, pools, cocktail bar. But not all of the 5 star services e.g. no turn down service.

I give it 3 stars because of the service level, this hotel has great potential but it is the little things that make you feel special and give you that luxury feeling.

Location: Hotel is located in steep hill and has great views. There is a shuttle bus service inside the area and to the beach, and bus number 40 to Rhodes town and Faliraki goes just outside the hotel.

Bus to Faliraki 1.5 euro, bus to Rhodes 2.5 euro.

It is not a location for people with limited mobility. So not a good option for people in wheel chairs or elderly.

It is quiet location and you can see plenty of birds.

Taxi to Rhodes town was 20 euro and taxi was easy to use. Taxi to Kallithea Springs was 12.5 euro.

Room & cleaniless: Room was what I expected. Partial view of sea, private pool, bathroom and double bed. The furniture did not match promotional images and the terrace was in dire need of oiling.

Sometimes cleaning service did not remember to bring everything e.g., water bottles or new towels. Also mini frigde was empty, but there is a small shop from where you can buy all kinds of snacks, souveniers, drinks including alcohol, medicine etc. With affordable price.

Close to the main road are also some shops for drinks and food.

Food and restaurants: There are 5 restaurants plus 2 pool bars. We only found out where the other 3 restaurants were after couple of days, since the map they gave us was very poorly done and there were no tour of the facilities.

We had half board and ate in two of the buffet places every day. There were lot of options and sometimes it felt like too many options. At the downstairs restaurant they have every evening different theme, at Panorama it is only Greek food.

One BIG minus is no clear description of the dishes, allergy information, if its vegan. Especially with desserts, no clue what they were. In the breakfast they had at least glutenfree options, not sure about the dinner.

Everything was more or less tasty. But unfortunatelly both of us got a food poisoning from the food. Which gave us literally sour taste in the mouth.

Another BIG minus was the policy with drinks! No drinks, not even water, was included in the dinner. And most nights you had to wait for a very long time to get even a water from the waiter. One morning I waited for 20 min for coffee. One evening I saw one couple eating their dinner and no one asked them if they wanted to drink anything!

How should they fix this? When people are taken into tables: bring straight away water jug and/or coffee jug for them. The person guiding guests could do this easily. Then guests can wait for waiter to ask for wines, specialty coffee, soda etc. Now there were no communication between host and waiter. And guests did not know what to do.

Sometimes we just went to the pool bar to order food and drinks since the table service was not working in the pool area either.

I think this level of service was the biggest let down and forced me to give this place 3 stars. If they fix this issue, it is easily 4 star resort.

Edit:

After the reply from hotel. We did inform the travel agency plus the hotel of the food poisoning, but have not heard back...