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Created 3 months ago
Updated 3 months ago
This hotel failed on the basics. We arrived to a filthy room floor littered with strangers' hair and dirty, smeared coffee cups. The shower was a genuine hazard, slippery and with wildly fluctuating temperatures that made it dangerous to use.
The most frustrating service failure was with a pre-ordered wheelchair. The hotel failed to notify us of its delivery, so we lost a full day's use and were offered no refund. Combined with a complete lack of assistance on arrival at LBA, the customer service was profoundly disappointing.
While the bed was comfortable, the food choice was good, and the pool was clean, these positives cannot compensate for fundamental issues of cleanliness, safety, and poor service. We cannot recommend it in its current state.
Our seven-night stay at the Ostria Resort Spa was largely enjoyable. While we had an initial problem with our room, it was resolved quickly and efficiently thanks to Jet2's excellent support.
The resort itself is fantastic; the food was excellent, the pools were lovely, and the on-site Jet2 reps were brilliant. However, there are a few important details that prospective guests should be aware of.
Firstly, the resort is quite remote. This remoteness meant that Jet2 was unable to offer us the excursion we wanted due to the travel distance involved. Secondly, the resort has a strong French affiliation through a partnership with a French tour operator. While this wasn't a major issue for us, it's worth noting that the majority of guests are French. We imagine this could present a challenge for children wanting to join the kids' club, where French is the primary language.
Our main point of feedback for Jet2 concerns Heraklion Airport. The baggage reclaim was chaotic, resulting in a wait of nearly two hours with no Jet2 staff visible to provide information or assistance. Their service was much more helpful once we finally reached the transfer desk.
Overall, we had a good holiday, but due to the remote location, we are unlikely to return to this particular resort.