Domes Zeen Chania, a Luxury Collection Resort, Crete

The facility, staff and food where excellent

Bathroom in the beach house was dirty

Large area and also helpful caddy carts that you can be driven around in bt the helpful staff. So it is very easy to navigate. Great facilities, swimming pool and beach area and aesthetics of the room were lovely.

Would be nice to have two proper double beds in family rooms or an adjoining space as standard for children.

Delicious breakfast (yoghurt, honey and walnuts, the best on Earth) in an ideally location. The food in general is outstanding.

Bedside lamps: impossible to read in bed.

The kids’ club team was the highlight of our stay: warm, dedicated and professional, with a wonderful approach to the children. Other staff members were also pleasant and willing to help. צוות הקידס קלאב היה נקודת האור של השהות: חם, מסור ומקצועי, עם יחס נהדר לילדים. גם אנשי צוות אחרים היו נעימים והביעו רצון לעזור.

There was a significant gap between the price and the hotel’s positioning as a five-star family resort and the service, maintenance and family facilities we experienced. The kids’ club was closed on Sunday, with no access to the space and no suitable alternative for a rainy day. Afternoon activities carried an additional charge, and the policy preventing parents from staying made the club impractical for our three-year-old daughter. Breakfast was disappointing. There was no option to order an omelette to our preference, and even the eggs were served from a warming cabinet. The salad selection was limited, vegetables looked dry, and freshly cut vegetables could not be provided on request. Food was positioned far back on the buffet, and plastic serving utensils made it difficult to serve ourselves. At peak times, families waited outside in the cold and wind, with only one sofa indoors, while staff held lengthy conversations at the entrance rather than prioritising seating. The room had worn bathrobes, deteriorating taps and walls, a toilet door that did not close fully, and bathroom amenities that were not replenished. Weak Wi-Fi made remote work difficult. Three telephone requests for an additional key were only resolved when we visited reception ourselves. We saw dead insects in the shared pools and our private pool, with no net available for guests to clean the water, and cat faeces in the outdoor children’s play area. After a long drive on a rainy day, arrival involved a lengthy wait for the buggy and being dropped off before a large puddle, with no welcome drink. At the pool, we were asked to remove a soft drink purchased elsewhere. Beer from the pool bar cost €7, and we found the spa prices very high. Despite repeated questions about how our experience could be improved, we did not feel that adequate solutions or a meaningful gesture of goodwill followed.