酒店回复: Dear Mr. Martin, Thank you for sharing your feedback regarding your recent stay in our Hermes Suite. We appreciate your taking the time to express your concerns, as guest satisfaction is of utmost importance to us. We regret to learn that your experience did not meet your expectations. However, we would like to address a few points raised in your review to ensure a clear understanding of the situation. Firstly, we want to clarify that at no point did we promise or guarantee an upgrade to your room. In fact, we only had one suite available for an upgrade, and we offered it to your friends since they were on their 25th year anniversary. This is the suite with the beautiful terrace you are referring to in your review. Our records indicate that you booked the Hermes Suite, and the description provided on our website accurately represents the features and amenities of this particular room category. We take great care to ensure transparency and accuracy in our descriptions, and we do not claim that the Hermes Suite includes a jacuzzi and a view, like you claimed upon check in. Moreover, we do not advertise the suite as having a terrace either, just a small patio. Which is exactly what the suite offers. It is my understanding that you accidentally booked the wrong suite, and this has led you to a vengeful behavior. This was also apparent by your behavior towards our hard working staff; the constant ironic comments. Regarding the condition of the room, we apologize for any inconvenience caused. We appreciate you bringing the issues to the attention of our staff, and we assure you that we take such matters seriously. We strive to maintain high standards of cleanliness and maintenance throughout our property, and any shortcomings in this regard are not reflective of our usual practices. I must point out that you requested our staff not to enter your suite for housekeeping, most of the days of your stay. Furthermore, we have noted you posted a photograph showing a rotten fruit. For our future guests, we would like to clarify that the fruit basket we offered was fresh and in good condition at the time of your arrival. However, we understand that you took the photograph after keeping it in the room for an entire week. We would like to emphasize that this is not representative of the overall guest experience or the quality of our offerings. We would like to reiterate our commitment to providing exceptional service to all our guests, and we apologize if we did not meet your specific requirements on this occasion. We value your feedback and will use it constructively to improve our services and communication with guests. Sincerely, Kastro Mansion team
2.0分
其他
展开
The only positive aspect of this property is its location in the heart of Pyrgos village, which is beautiful and convenient. The room itself matched the description on the website, so in terms of accommodation, it was as expected. Unfortunately, the service and hospitality left much to be desired. We had booked an airport transfer in advance, but nobody came to pick us up upon arrival. After calling the host, we eventually found her waiting in Pyrgos village instead, which was frustrating after a long journey. At check-in, we were not informed that the door locks automatically when closed. As a result, we locked ourselves out while using the jacuzzi and had to wait over an hour in the hot weather until the host arrived. During this time, I began to feel unwell from the heat, yet there was no apology for the lack of information that caused the situation. Basic amenities were also neglected: we had to ask twice for the soap dispenser to be refilled and for the daily water bottle to be provided, which should have been done without reminders. Additionally, a complimentary bottle of wine was advertised as part of the booking, but despite mentioning it, we never received it. Overall, while the property is marketed as a hotel, the service is not even on par with a basic Airbnb. The lack of attentiveness and hospitality made the stay disappointing, and for this reason, I cannot give more than two stars.
5.0分
家庭亲子
展开
My stay at Kastro Mansion in Pyrgos was truly unforgettable. From the moment we arrived, the hospitality was exceptional. Our host was incredibly welcoming and went above and beyond to ensure our comfort. They were especially helpful in arranging taxis for us and providing great suggestions for car rentals, making our travel around the island seamless.
Tony, the bellboy, was friendly and attentive, while Irene gave us a wonderful tour of the mansion. Her recommendations for local attractions and dining were spot on and really enhanced our experience on the island.
The mansion itself is beautifully designed, blending traditional architecture with modern comforts. Our room was spacious, immaculate, and offered breathtaking views of the caldera. The location in Pyrgos is ideal, allowing easy access to Oia and other parts of Santorini while providing a peaceful retreat away from the hustle and bustle.
I highly recommend Kastro Mansion to anyone visiting Santorini. It’s the perfect combination of comfort, beauty, and exceptional hospitality. Thank you for an amazing experience!
5.0分
其他
Nice views and spacious
Lovely hotel with beautiful views. The room was very spacious. Vivian and Tony were very helpful. Will recommend.
5.0分
其他
展开
We stayed in the calypso suite for 5 nights and the accommodation was perfect! So many lovely restaurants in the village and breakfast included at Penelope’s was really good! Thank you very much to Irene, Vivian and Tony - thank you for being such great hosts! We really enjoyed our stay and will definitely be returning one day as we are already missing the amazing sunsets!
5.0分
家庭亲子
展开
Stayed 3 nights in the deluxe 2 bedroom suite and felt like we were on top of the world! This piece of paradise has spectacular views and incredible hospitality. It was spacious, extremely quiet, comfortable and clean with great air conditioning. The private hot tub was fantastic! And breakfast at Penelope’s such a special treat.
Vivian took excellent care of us and was very attentive from start to finish for everything we could ask. We experienced the best of Santorini at Kastro Mansion.
5.0分
情侣出游
展开
There cannot be a better place to stay in Santorini! The views are stunning and the space is amazing. Irene is so very welcoming and helpful in making sure we had a memorable trip to Santorini. Pyrgos is serene and the Kastro Mansion is almost at the top, giving you an expansive view of the island. The windows open to classic church views of blue and white but have blackout shutters that enable you to forget what time it is. Having a kitchenette, along with other creature comforts like a robe and slippers, helped us feel right at home.
舒适的别墅，早餐也很棒。Vivian人很好，乐于助人。
这是我住过的最好的酒店房间。首先，我们的酒店导游Vivian太棒了。她很快就把我们需要的一切安排妥当。此外，我们的洞穴房配备了空调，保持了房间凉爽舒适，空间也非常宽敞，从宽敞的卧室到厨房、客厅、浴室和梳妆台，应有尽有。对于那些想在费拉和伊亚以外寻找更安静奢华住所的人来说，我强烈推荐这家酒店。
热情周到的接待，非常干净的公寓，以及热情周到、反应迅速的工作人员！典型的传统民居。无论何时何地，他们都会在第一时间回复。地理位置优越，位于市中心。皮尔戈斯小镇非常宜人。我们非常享受按摩浴缸。早餐在合作餐厅供应，种类极其丰富，分量十足——足以饱餐一顿。强烈推荐！感谢Irene和Thanos。
在艾琳的热烈欢迎后，我们发现了我们的“高级套房”房间（爱马仕）。我们知道这是一间穴居人的房间，但他们向我们承诺了一个美丽的露台，当我们到达时，真是令人失望……露台仅限于一个非常小的内部庭院，没有阳光，在那里我们遇到了清洁女工，她们有 2 名清洁女工。储藏室！！！进入房间后，我们发现 2 个除湿机全速运行，两台空调和 3 个 WMC 也发出地狱般的噪音。艾琳告诉我们，我们可以在晚上关闭所有设备以减少噪音。在房间里呆了几分钟后，我们把艾琳带回来，向她展示了一些不适合我们的东西。 （地板和厨房家具发霉，无法通风...）唯一的采光口是门上的窗户（打不开）。为了呼吸室外空气，艾琳建议我们把门开着！艾琳承诺根据空房情况为我们更换房间。两天后没有看到任何进展，我们通知了我们的旅行社（Very Chic），他们跟进了。尽管承诺要换房间，我们还是在“湿洞”里呆了 7 个晚上。幸运的是，朋友的房间有一个漂亮的露台和漂亮的对外开放，这意味着我们只使用我们的“高级套房”睡觉（在全天打开所有“烘干机”之后）。床和浴室外面的清洁是不存在的（看看烘干机后面的灰尘滴）考虑到回收的水量，我们不得不自己清空水箱，因为没有人来照顾过滤器。这个房间（爱马仕高级套房）绝对不容错过。我们正在与我们的旅行社讨论如何避免让其他旅客感到失望以及我们可以获得什么补偿。
The only positive aspect of this property is its location in the heart of Pyrgos village, which is beautiful and convenient. The room itself matched the description on the website, so in terms of accommodation, it was as expected. Unfortunately, the service and hospitality left much to be desired. We had booked an airport transfer in advance, but nobody came to pick us up upon arrival. After calling the host, we eventually found her waiting in Pyrgos village instead, which was frustrating after a long journey. At check-in, we were not informed that the door locks automatically when closed. As a result, we locked ourselves out while using the jacuzzi and had to wait over an hour in the hot weather until the host arrived. During this time, I began to feel unwell from the heat, yet there was no apology for the lack of information that caused the situation. Basic amenities were also neglected: we had to ask twice for the soap dispenser to be refilled and for the daily water bottle to be provided, which should have been done without reminders. Additionally, a complimentary bottle of wine was advertised as part of the booking, but despite mentioning it, we never received it. Overall, while the property is marketed as a hotel, the service is not even on par with a basic Airbnb. The lack of attentiveness and hospitality made the stay disappointing, and for this reason, I cannot give more than two stars.
My stay at Kastro Mansion in Pyrgos was truly unforgettable. From the moment we arrived, the hospitality was exceptional. Our host was incredibly welcoming and went above and beyond to ensure our comfort. They were especially helpful in arranging taxis for us and providing great suggestions for car rentals, making our travel around the island seamless.
Tony, the bellboy, was friendly and attentive, while Irene gave us a wonderful tour of the mansion. Her recommendations for local attractions and dining were spot on and really enhanced our experience on the island.
The mansion itself is beautifully designed, blending traditional architecture with modern comforts. Our room was spacious, immaculate, and offered breathtaking views of the caldera. The location in Pyrgos is ideal, allowing easy access to Oia and other parts of Santorini while providing a peaceful retreat away from the hustle and bustle.
I highly recommend Kastro Mansion to anyone visiting Santorini. It’s the perfect combination of comfort, beauty, and exceptional hospitality. Thank you for an amazing experience!
Nice views and spacious
Lovely hotel with beautiful views. The room was very spacious. Vivian and Tony were very helpful. Will recommend.
We stayed in the calypso suite for 5 nights and the accommodation was perfect! So many lovely restaurants in the village and breakfast included at Penelope’s was really good! Thank you very much to Irene, Vivian and Tony - thank you for being such great hosts! We really enjoyed our stay and will definitely be returning one day as we are already missing the amazing sunsets!
Stayed 3 nights in the deluxe 2 bedroom suite and felt like we were on top of the world! This piece of paradise has spectacular views and incredible hospitality. It was spacious, extremely quiet, comfortable and clean with great air conditioning. The private hot tub was fantastic! And breakfast at Penelope’s such a special treat.
Vivian took excellent care of us and was very attentive from start to finish for everything we could ask. We experienced the best of Santorini at Kastro Mansion.
There cannot be a better place to stay in Santorini! The views are stunning and the space is amazing. Irene is so very welcoming and helpful in making sure we had a memorable trip to Santorini. Pyrgos is serene and the Kastro Mansion is almost at the top, giving you an expansive view of the island. The windows open to classic church views of blue and white but have blackout shutters that enable you to forget what time it is. Having a kitchenette, along with other creature comforts like a robe and slippers, helped us feel right at home.