Mystique, a Luxury Collection Hotel, Santorini

How unprofessional can one be? Let me tell you. They call us telling us we have to go to the front desk and pay cash for our room. We are on vacation and already stressed in the few days we had in santorini. Cash rate for our room was 2k $. We did cash+points but apparently our account was compromised and marriott thought it was fraudulent.

So we go to the front to try to resolve the matter as they forced us to, which ended in them calling marriott to resolve it. BINGO. That's what you do from the start, call marriott, not the guests and try to force them to pay cash for the room otherwise kick them out?

Anyways, turned out it was entirely a mistake on marriott/the hotels part and they eventually resolved it. Not to mention the suite we stayed in looked nothing like the suite in the picture, it actually looked exactly like the cheaper suite which is 1-tier lower and significantly cheaper. although I will say our room was slightly bigger than that one. However the suite we booked in the picture had a jacuzzi in a cave in the room, it was the "wet allure suite", we didnt have the in-cave jacuzzi or even dining table. This is completely false advertisement and I would not have paid the whopping additional 700$ on top of 125k points for the room knowingly getting a room that was just a slightly bigger "allure suite".

We stayed at this hotel with a large company. Perhaps this is one of the best hotels in Santorini, but the hotel definitely does not have 5 stars and the luxury prefix does not belong to it. The rooms are poorly cleaned, the towels are dirty gray, very washed. The minibar is not replenished, as well as clean glasses and cups are not brought. The breakfasts are disgusting. I do not recommend ordering gravlax salmon, it can be dangerous for your health. No matter how much you ask them to cook something for you, they will still do it their own way, even if you warned in advance what you are allergic to, you can still easily add it to the dish. A story that was repeated every day. When the hotel is fully occupied, there are not enough sun loungers around the pool for everyone. Also one of the inconveniences is the lack of an elevator. Be prepared to walk up and down steep stairs. One of the advantages is the good location and the work of the concierge. Everything I asked him to book for me was done.

This hotel offers one of the best views in Santorini and free breakfast. I’m an Ambassador and have stayed at many hundreds of Marriott hotels, so I do have a clue.

The reason I am giving it a 1-star review is because:

•This is more like a 3-star hotel with a view. The rooms are very expensive but this is not a 5-star experience.

•The hotel staff made us feel uncomfortable during our stay multiple times, the overall vibe was more rude than inviting, although there were exceptions.

•The food at the Lure was extremely overpriced and the quality of all the dining options was not worth the price.

•After reading other reviews here about the staff stealing belongings, we were anxious about anyone entering our room during our stay.

•We were happy to depart this hotel after a beautiful, but uncomfortable experience.