From a very disappointing start to an exceptional stay My husband booked San Antonio Corfu Resort back in February, choosing a Grand Terrace Lavish Suite. We had already spent a couple of lovely days in Corfu Town before travelling to Kalami, and our transfer to the hotel was excellent — smooth, easy and a very good start. When we arrived, we were welcomed with a drink and checked in. Our room wasn’t quite ready, but the team arranged somewhere for us to change, suggested we use the facilities in the meantime and even reserved sunbeds for us by the pool. Unfortunately, just as we were about to settle by the pool, we were told there was a problem with the air conditioning in our room and that we would not be able to stay at the hotel that night. This was particularly disappointing because we had already checked in, paid the relevant taxes and changed ready to start enjoying the hotel. We were then transferred, with all our luggage, to another hotel in Kassiopi. Kassiopi itself is lovely and somewhere we had intended to visit anyway, but unfortunately the alternative hotel was significantly below the standard of accommodation we had booked at San Antonio. The room was extremely basic by comparison, and it inevitably took the shine off the first day of our stay. There was also the uncertainty of wondering whether everything would be resolved the following morning and whether we would actually be collected and returned to San Antonio as promised. We had a dinner reservation that evening at The White House in Kalami and initially considered cancelling it because we were now staying some distance away. To the hotel’s credit, they arranged complimentary transfers so that we could keep our reservation, and we were very glad we did. The following morning, we returned to San Antonio early for breakfast and this is where our experience began to change completely. The hotel initially offered us €150 credit to spend in one of their restaurants, including Kalau Beach Bar, complimentary transfers, and what was described as an upgrade to a more expensive room. However, the proposed room did not really feel like an upgrade for us. We had specifically chosen the Grand Terrace Lavish Suite because of its large outdoor terrace and sun loungers. The alternative room had additional indoor space and a chaise longue that could accommodate a third person, but as a couple this wasn’t something we particularly valued. After discussing this with the team, and explaining that we would rather have accommodation that reflected what we had originally chosen and paid for, Vasiliki became involved. She was exceptional. It was very clear that she and the team were genuinely upset that our stay had started this way, and Vasiliki worked extremely hard to put things right. Rather than simply offering us the difference in room price, she arranged for us to move into the Wow Suite. From that point onwards, the recovery was outstanding. The Wow Suite was fantastic, we were treated extremely well, and the rest of our stay was everything we had hoped it would be. We also thoroughly enjoyed using our €150 credit at Kalau Beach Bar — including the enormous jumbo prawns, which really were spectacular — and the hotel honoured the complimentary transfer they had promised us. Hotels cannot always prevent things from going wrong. Air conditioning can fail and unexpected problems happen. What distinguishes an excellent hotel is how it responds when they do. Our experience could very easily have resulted in a one-star review after that first day. Instead, because of the way Vasiliki and the wider team listened to us, took responsibility and genuinely worked to put things right, the remainder of our stay became a five-star experience. That is why we are giving San Antonio Corfu Resort four stars overall. The beginning was genuinely disappointing and shouldn’t be overlooked, but I also don’t think the hotel could have handled the recovery much better than they did. Perhaps the strongest recommendation we can give is that we enjoyed the rest of our stay so much that we have already decided to return next year — and this time we are booking the Wow Suite from the outset. Thank you particularly to Vasiliki for turning around what could have been a very disappointing holiday. We are very much looking forward to coming back.