Souda Bay

Stayed as a family of 4 for 9 days in mid August 2025, 2 adults and 2 children. Positives: Remote hill top location in Old Town Malia (10/10). Villas with private 10m to 15m length pools (10/10). Overall the teams were very helpful and did their best to support. Amazing views of Malia from your balcony from the hill top location (10/10). Notable mentions; Alexia at the front desk, New lady in the restaurant from Romania, Male supervisor / manager who helped us after we got locked out of the villa with 2 keys at night. Private pool chemical level being checked. Met the new owner at dinner whilst the teams were stressfully trying to work out our bill for a new menu and he said he his aware of what they need to improve on and service is not were he wants it to be. Negatives: Attention to detail I.e. 1 bed was missing its top cover for the first 3 nights. Very easy to lock yourself out of the villa because of the safety feature on the doors. Service in the restaurant needs to be improved / missed opportunity from the hotel due to isolated location. Catering options are very limited / Menu cards are confusing / Not clear what you have ordered and what you are paying for. Nightly disturbances from staffing quarters into the early morning (stayed in villa 407). No locks on the bathroom or toilet doors. Hot water in the tap & shower is extremely boiling hot. Toilet / Shower room on the lower floor in the 2 bedroom villas should have a solid divider as water gets everywhere.

The hotel staff was very friendly and helpful. The rooms were extremely clean and well equipped. Additionally the hotel is in a great location close to the shops and restaurants. Thanks for the great stay

Ignored and Disappointed: Poor Communication by Hotel Management When we extended our stay, the hotel staff failed to inform us about a special 50% May discount. Although the manager later compensated us nicely, our experience with the hotel’s loyalty program has been extremely disappointing. Since our stay, we've made multiple attempts to register for the hotel’s loyalty membership. Despite discussing this directly with reception upon checkout (we were promised a follow-up that never came) and sending three subsequent emails, we've received no response whatsoever. It feels as though the hotel is deliberately avoiding our registration to prevent us from receiving the 10% discount on our next visit, especially concerning given their initial oversight regarding the 50% discount. We remain puzzled by this complete lack of communication from hotel management.