Kiotari Beach Mitsis Rodos Maris Resort Spa

**Title: A deeply upsetting experience that was handled appallingly** We paid around £8,000 for a 10-night stay at Mitsis Rodos Maris, having previously had excellent holidays at Mitsis Rinela and Mitsis Summer Palace. Unfortunately, this stay was a complete disaster and fell far below the standard we expected from a five-star resort. Our arrival set the tone. We reached the hotel at midnight after travelling for eight hours, with our child asleep, and then waited around an hour to be checked in. There was only one person on reception, who was slow and rude, while the area was full of loud, intoxicated men. It was an unpleasant and intimidating welcome. The most serious issue was an experience I had during a massage on my second day. The treatment was carried out by a male therapist. During the massage, he pulled my underwear completely down, leaving me exposed and extremely uncomfortable. When I was asked to turn onto my back, I noticed a mirror positioned at the height of the massage bed and saw him looking at my exposed body through it. He then dropped the towel that was supposed to cover me, leaving me exposed again. I was frightened throughout the massage and genuinely feared that something worse might happen. I left the spa in tears. Once I found the courage to report what had happened, the situation was handled appallingly. My husband and mother initially spoke to reception, and the spa receptionist later phoned me and asked me to return to speak directly to the masseuse. After such a distressing experience, I found this request completely inappropriate. I was also told, “I know this guy, he would not do that.” Instead of listening to me and treating my report seriously, the staff immediately defended the therapist. I was made to feel like a liar, and my experience was completely invalidated. The spa receptionist repeatedly said, “I just want to be happy,” (about herself, which felt strange considering I had just been left feeling violated), and offered me a manicure as compensation. Offering a manicure after an experience in which I felt exposed, frightened and violated demonstrated a shocking lack of understanding of the seriousness of the situation. I was also still charged for the massage. In hindsight, I wish I had escalated the matter to the police at the time. Beyond this incident, reception staff were consistently rude and dismissive. In the restaurants, we were regularly made to feel like a nuisance for asking for basic items such as cutlery, milk or a hot cup of tea. The food was well below the standard expected from a five-star hotel. Several staff members also spoke openly about their low wages and how overworked they were, which suggested serious management and staffing problems. There were three waiting staff members who were enthusiastic and helpful, and they deserve recognition. The villa itself was beautiful, and the first few days were enjoyable. However, it soon became clear that basic cleanliness and maintenance were not being carried out. Our sheets were not changed, clean towels were not provided unless we asked, and we repeatedly had to request fresh pool towels. Used glasses were left around the pool area, and bird mess had to be cleaned from the loungers after we asked staff to do it. Our private pool did not appear to be cleaned or monitored at any point during the 10 days we were there. The water became visibly dirty. I developed a severe urinary infection during the holiday, requiring a doctor’s visit and antibiotics at a cost of approximately €200. I then spent three days in bed and missed a significant part of the holiday. I cannot medically prove what caused the infection, but the condition of the pool water was extremely concerning. The communal pools were also dirty, including the steps leading up to the slide. I have now submitted a formal complaint to Mitsis. A week has passed, and I have received neither a response nor even an acknowledgement. This was not remotely the experience expected from an £8,000 holiday. The lack of cleanliness, poor service and dismissive handling of an extremely serious spa complaint ruined the trip. Having previously loved other Mitsis hotels, I am devastated that this experience has changed the way I view the brand. I strongly advise anyone using the spa to be extremely cautious, and I hope Mitsis investigates both the therapist’s conduct and the hotel’s unacceptable response.

The staff were exceptional particulally Angela fr customer services and vangelise who dtove is around excellent service from both of these members of staff XXmrs honora regan 15th june

There is no point writing a long story about our stay here.What a beautiful place to stay the reception was warm and welcoming, housekeeping crew where fantastic and always kept our room clean and comfortable every day,even the man who came every morning to top up our mini fridge with water was so friendly.As for the restaurant staff and I mean everyone there was amazing friendly and so hard working and organised it was unreal.Entertainment crew where brilliant especially the fire show that is a must see! The food could get a bit repetitive but it was good always find something to eat. I really would go back and stay here one . every thing and literally everyone was brilliant.1000% recommend for everyone.Thank you for a fantastic experience 🙏🏻