Matkat – Grevena

Very disappointing stay and poor handling of the complaint. I booked an XL Loft Room based on the photos, layout and listed amenities, especially because the loft/bunk bed setup was the main reason for choosing this room for my children. The room we received did not have that layout at all and did not match what was presented when booking. Several listed amenities were missing, including a private balcony, sitting area, full-length mirror, iron/ironing board and, most importantly, soundproof windows. The outside noise during the night was extremely loud, cars, music and street noise could be heard as if we were sleeping outside. There was also disturbing light entering the room, making it even harder to sleep. The hotel later claimed we should have reported the issue earlier. However, we arrived close to normal check-in time, left shortly after for our only day in Thessaloniki, and returned after midnight. The main problems became clear only when we tried to sleep. Reporting it at around 1 AM was still during our stay, but it was not reasonable to move rooms or argue at that hour with two tired children. The hotel refused any refund and kept focusing on the timing instead of the misleading room presentation and missing amenities. I would not have booked this room if it had been shown accurately. Unfortunately, this was one of the most uncomfortable hotel nights we have had.

Hotel was clean, stuff professional and helpful. Air-conditioning made room too cold and wasn't easy to use, pillows and blankets were not good unfortunately. Breakfast was very nice!