Festa Via Pontica

I am currently staying at this hotel and it is by far the worst holiday experience I have ever experienced. I have a severe peanut allergy that is not easily treated by an epi pen. A few nights in to our holiday we had dinner at the buffet restaurant and my partner had consumed chicken kebab meat with peanuts, however on the allergens the only one stated was gluten not nuts! My partner then realised it had peanuts in and therefore had to be separated from me until he was no longer contaminated. We expressed the concerns of this situation to management and they followed up with a free massage treatment in the spa and reassurance that my meals would be cooked and catered to me and my needs each evening. We however was unable to make arrangements for dinner one night so tried to eat the normal buffet like a normal person would in the hope our concerns had made changes. However unfortunately the hotel and management had once again failed us and I ended up nearly consuming Risotto with peanuts! Again this was not stated in allergens even after multiple complaints from myself and other guests. This is a very disappointing and distressing experience for me and my partner and would not recommend at all to people with severe allergy requirements as these are not taken in to account or considered in any way. I would never ever recommend anyone to stay at this hotel or the chain of hotels, the hotel chain is quite frankly vile and they really have no care of the people who are staying here and as everyone would say customers are always right, they have said my bad for the peanuts but have not fixed the issue due to “renovations” NEXT YEAR, this is not today tomorrow or next week or month but next year they’re frankly unorganised and a horrible establishment

This hotel should be avoided at all costs. It has the most useless, ignorant reception staff, which refuses to address basically any issue reported by guests. We stayed in a hot, humid room for 4 days out of our 6 days stay due to air conditioning failure that nobody wished to address. We kept reporting the issue to the reception, but received no help whatsoever. All we heard was “sorry”/ “wait for the manager who will come tomorrow”/ “the technician is coming tomorrow”. No action taken, no technician came, no solution was offered to us, nobody even came back to us to demonstrate that they were at least trying to tackle the problem or remembered about it at all.

Not only had we stayed in a hot, humid room for 4 days straight, but there was also internet failure on the last day, which lasted until our check out - no fix again. On the first day after our arrival, the check in of 4 families lasted 50 minutes as the receptionist wasn’t able to utter a word in English, which today is a universal platform for international communication.

We feel deeply disappointed and feel cheated, as we paid for something which we didn’t receive for the majority of our stay. It is really disturbing that the reception is unable to solve or address literally any issue. “Sorry” won’t help. The reception is a frontline in contact with guests and should respond to basic issues reported by them. Putting people off, ignoring their problems is outrageous and unacceptable in any decent hotel. Avoid at all costs!