Lovely small hotel, great friendly staff, great food and drinks

Accommodation was decent, definitely not a 4 star as advertised, more like a glorified 3 star, drinks all watered and the cheapest you can get, the staff though really helpful and friendly

The room was not in great condition from a maintenance point of view. Lots of fixtures and fittings in poor condition. Bathroom never drained so whenever using the toilet the floor was wet. Only dried after the cleaner had visited. Next shower it was flooded. Poor painting on woodwork, patched up walls, chrome fittings very aged, lukewarm warm water at best for showering and hand washing. Hand basin outside of the toilet and shower room. Open plan rickety wardrobe with a hanging rail but no hangers ( reception gave us 5 hangers after we asked) TV hanging by a thread and no English channels at all and all in Greek!! We contacted reception on days 1,2&3 in an attempt to move rooms but hotel was full so we had to accept it. Worst room we have had after 3 really good TUI trips.

Nothing

TUI Customer Complaint Passenger: Mr Richard Bingham Booking reference: 3383 5000 Departure from: Manchester Date: 6 October 2026 Flight number: TOM2268 Departure from: Zakynthos Date: 16 October 2026 Flight number: TOM2505 Accommodation at destination: Klelia Beach Hotel, Kalamaki, Zakynthos Room: 607 On arrival, we were made to stand in the sun because the coach was late. We were then seated on the bus for approximately one hour while it waited for passengers from other flights to arrive and fill it. This was despite the hotel being only 10–15 minutes from the airport. On entering the hotel, we were greeted by a lady with the biggest crocodile smile I have ever seen—false and unpleasant. I was then asked to pay €100 in tourist tax, which differed from the amount you had informed me I would have to pay on arrival at this hotel. Your price breakdown stated the following amount payable at the destination: Tourist tax (exchange rate: £0.875 = €1.00): €50 Total: £43.78 This left me £43.78 out of pocket, based on the same exchange rate, and was an expense I had not budgeted for. This also differs from what other travellers who booked this hotel through TUI were charged. Room booking reference: MTS95036944 Room type: Double/Twin Superior Room Board basis: All Inclusive Official rating: 3 stars (although the hotel staff said it was rated 4 stars) After entering the room, I was ready to come home. The additional charges included €25 for the safe. I am unsure of the cost of the towels, but they were worn and had holes in them. The bathroom towels came back with yellow stains on them; I am not sure what they were. I returned to reception and asked whether I had been given the correct room. I was told, “Yes, this is our Superior Room.” The receptionist then explained that the first floor was a basement level, half underground, and that my room was a Superior Room because it was above those rooms. I was speechless at her reasoning. She said she would give me a different room the next day, but nothing came of it. The bathroom smelled of sewage, apparently coming from a drain under and to the left of the sink. The plug did not work. A maintenance man came and confirmed that I was right and that it needed replacing, but I never saw him again. The furnishings in the room were very tired, and the wardrobe was made from boxed sections of rusty steel. The room was cleaned daily. The restaurant staff and food were good, although the staff did not seem happy with their working conditions. The hotel was said to be family-owned and run, but neither the owners nor the management were seen during our ten-day stay. The management did not even smile or say “Good day.” But the icing on the cake was the building site next to the hotel. Work had been going on for months, so TUI should have known about it before my booking was made. I should have had the opportunity to look for alternative accommodation. Needless to say, words cannot express my disappointment with this holiday. This was definitely my worst experience with TUI, apart from the flight, and with Thomson before that. Yours in anticipation, Richard Bingham I have written mor prior to this part of you process