La Perla Villas and Suites — Hotel in Municipality of Thira

I am writing to formally document my extremely disappointing experience with your hotel and to leave a review regarding my hotel booking

On August10, I made a reservation to stay at your property. Unfortunately, a significant and unforeseen emergency arose that made it impossible for me to travel.

Immediately upon realizing I could not travel, I contacted your staff o to explain the situation and request a full refund. My travel agent, also reached out on my behalf to advocate for my case and provided details of the extenuating circumstances.

Despite these efforts, my request for a refund was flatly denied without any consideration or empathy. We even proposed a compromise, suggesting that you keep a reasonable penalty fee as per your policy and refund the remaining balance. This good-faith compromise was also refused.

I believe this policy, as applied to genuine emergencies, is exceptionally rigid and demonstrates a profound lack of customer care. The complete unwillingness to offer any solution or show flexibility has turned a simple booking into a deeply frustrating experience. It feels less like a cancellation policy and more like a refusal to honor exceptional circumstances.

Due to this poor handling of my situation, I have been forced to escalate this matter by filing a complaint with the Better Business Bureau (BBB). I am also leaving this review on all relevant platforms to ensure future guests are aware of the risks involved in booking with a company that shows zero flexibility or compassion for its customers.

I hope you will reconsider...

I am writing to formally document my extremely disappointing experience with your hotel and to leave a review regarding my hotel booking|On August10, I made a reservation to stay at your property. Unfortunately, a significant and unforeseen emergency arose that made it impossible for me to travel.|Immediately upon realizing I could not travel, I contacted your staff o to explain the situation and request a full refund. My travel agent, also reached out on my behalf to advocate for my case and provided details of the extenuating circumstances.|Despite these efforts, my request for a refund was flatly denied without any consideration or empathy. We even proposed a compromise, suggesting that you keep a reasonable penalty fee as per your policy and refund the remaining balance. This good-faith compromise was also refused.|I believe this policy, as applied to genuine emergencies, is exceptionally rigid and demonstrates a profound lack of customer care. The complete unwillingness to offer any solution or show flexibility has turned a simple booking into a deeply frustrating experience. It feels less like a cancellation policy and more like a refusal to honor exceptional circumstances.|Due to this poor handling of my situation, I have been forced to escalate this matter by filing a complaint with the Better Business Bureau (BBB). I am also leaving this review on all relevant platforms to ensure future guests are aware of the risks involved in booking with a company that shows zero flexibility or compassion for its customers.|I hope you will reconsider...

My wife and I stayed at La Perla for the first few nights of our honeymoon.

At first, we were very disappointed with the room. We had booked a honeymoon suite via a travel agent, so we thought there must have been a mistake. There wasn't.

The hotel had plenty of capacity, and we were offered an upgrade at €150 per night, which is a reasonable position for the management to take, but one that is profit over customer focused. This is something I seem to be reading a lot of in the customer reviews (along with very confrontational responses from the hotel management themselves, pretty crazy for a 5* hotel in my opinion!).

Ultimately it's a business not a charity. But they should have just upgraded us. The pictures on booking.com for the honeymoon suite were not an accurate representation of the room, despite management's assertion that they were. If they had of done the obvious thing in the first place I'd be writing a positive review and would definitely be a return customer.

We had a chat with the travel agent who obviously had more clout than us, and after the first night we were upgraded for free. The new room was very good and was more what we would expect from something with honeymoon and suite in the name.

All in all the on site staff were amazing and friendly. Views are fantastic and if you don't have a car with you the location is great, just a shame about the issue with the room and the position taken...