Terrible staff attitude, unreasonable management

When you google this place it says “ luxury hotel” but in fact it is a family run homestay with only 2 staff ( cleaning and carriage man) and 1 manager who is also owner. If you want to follow many many rules in a family run airbnb and pay the price as much as luxury suites right next to this one, this is the place for you. I only chose this place because it had family room with kitchen. If you are family of bigger than 4, you must rent another room with them otherwise your family member won’t even be allowed to go in and hang out together. They would call the police. Here to use the grey hot tub which only allow 2 people at a time, you have to put down the heavy cover by yourself and close it again each time you use. Also you need to wash yourself clean and tidy your hair up. So many effort to use 10 minutes of jacuzzi while in the suites next to this hotel, the pool is big enough to comfortably swim and they clean it every morning. The bathroom is very humid and wet all the time because there is no shower curtain and there is no slippers given so it would be extremely hard to walk out of shower without tripping all over the soapy slippery floor. Also, the owner here pay attention to every little detail, she will count how many towels are left when they do daily cleaning, and if you bring it with you on cruise tour when you swim, they will call and chase you up with a warning of charge for replacement, even though I didn’t even use because the sea was quite cold in May. The owner here really like to threaten customer with “ calling the police”. I have read about this before but it is truly shocking when you experience it yourself. I was on my way to sunset tour with family, excited and all, until she calls and chase us up with the missing towels and the mark on sofa. Didn’t let me speak at all although I did not know anything about the matter, and say instantly “ if you do not pay I will immediately call the police”. I just politely say, calm down let’s discuss this after I get back from tour, but she keeps mentioning the police like I committed a crime. I keep repeating to her if we really did it we would pay don’t worry, but she keeps harrassing me during my cruise tour. I have a family of 2 children, 2 older parents came here all the way from Asia, after almost 24 hours on the plane and 2 airport transit to get here. She does not care at all about people experience, if you upset her and do not follow many rules, she will upset you 10 times back with her aggressive attitude and does not let customer speak. I could not enjoy even 1 minute of my cruise tour even though it was spectacular because I was afraid they would do something with our luggages back at the hotel. I was curious how can the sofa be pierced to the bottom because my father only smoke in the balcony, and the mark was at a very inconvenient space which my father did not even sit there. However he did not want any trouble or upset his children so he just silently pay the price of €200 for a scrappy single size mattress ( not even a proper sofa), also she said the mattress cover was €150 more when it was literally just a white piece of old fabric. And €50 more for her “ service for the trouble”. In total we paid €400 for a single tiny hole on a mattress which none of us even notice. The money is not a really big deal but it is her attitude and aggressiveness that ruined my family experience on the cruise ship, and all of our moments after that in Santorini. After we have given €400 in cash, she did not have anything left to say and did not answer my text about broken light in bedroom and brought breakfast 20 minutes late next morning knowing that we have a flight after that. To sum up, this manager does not want to do anything with customer after she has received her money. I am sure that if she reply to this review, it will not begin with “ we apologise for your unmatched experience” , but it will be “ we would inform you that etc” like you committed a serious crime that brought what you deserve. And the manager would never apologise to customer or acknowledge many many comments and review about her hotel in order to better the service and quality. She would also mention the minimum things she did for us such as hailing taxi, bringing breakfast etc which every hotel reception must do. Having read many previous reviews that mentioned this lady attitude, I took initiative when I first came and tried to be very nice and friendly to her. I even complimented the breakfast even though it was minimal and didn’t even have fruits, because it was her own mother who was cooking for all guests and it touched my heart. But obviously she ignored all the friendly gesture and just a single thing out of the way, you will be treated like criminal.

3 nights - Honeymoon Suite with sea view and private outdoor hot tub- 477€

The service for this Angel Cave House is EXTREMELY TERRIBLE. When you read the comment regarding this place, the negative feedback are all regards to a lady that EVERYONE is talking about. Yup, she is the one why I decided to check out after staying only 1 night ( originally booked 3 nights) even without any refund! This lady is terrible and horrible, when reading the comment, you will see the reply from her that fights against each point that me or other guests talked about. Well, I can see now that this lady loves to fight with customers!

When I arrived at somewhere near the house, my driver called this lady but there is no one greet or meet for you. My driver was the one who described the direction for me not anyone worked in the House. This place is EXTREMELY difficult to find because there is no signage direct you to the place. When I arrived to the property, there is NOBODY! I have to call the number given by my driver and the lady then came out to meet me. So make sure your phone is available to call!

Me and my mom came with big luggages, we didn’t know that in order to arrive at the property, you will need to go down for lots of steep stairs made with stones. Families with kids or customers with some luggages, PLEASE ALERT! When I checked in, I asked the lady for assistance to bring the luggage, she helped me one luggage. However, when I checked out, I asked for the assistance again, the lady rejected and said, “I have no right to help you with that.” Wow! What a “service” is it and mentioned again, we checked out early without getting any refund!

When we arrived at the room, the room has strong smell mixed some detergent and paint. But as we just arrived quite late, me and my mom just want to go out for dinner first. The lady then told us that our private outdoor hot tub is under fixing and it will be workable the next day and the best time to use the hot tub is at evening time. I was thinking if the hot tub is not workable when I arrived, why I still paying that much of money for this room? She should refund the money to me, isn’t it?!

A while after we back from dinner, we started to feel uncomfortable with the mixed smell of the paint and detergent, my mom also start scratching and told me she may get allergic to the paint. I told the lady to change the room for us if possible. She came to our room, claimed that she didn’t smell anything, argue with me why we didn’t tell her when we just arrived at the room. (Well, because we are polite customer and won’t do such rude thing right away. ) And asked us if we need doctor but we will need to pay for ourselves. I then told her that I don’t want to argue with her but instead, I will request the full refund of the two unused night. She rejected OF COURSE! The lady just wanted to take the money and the rest, you better expect to deal by yourself.

This place is not even worth for 3-star, there is only shower gel, shampoo and one roll of tissue paper, hairdryer, some kitchen equipment in the room. For those I didn’t mention which means don’t even expect those items to be shown in the room.

I contacted the my travel agents regarding my booking and complained about the terrible service as well as the hot tub is not workable. After my complaint, the lady then knocked at my door at 10:53pm and showed me that the hot tub is actually workable and I can use it right away. WHAT?! So she lied to us the whole time when we first arrived regarding this hot tub! EVERYONE ALERT! This lady just don’t want the customer to use the hot tub at all.

I decided that during my birthday stay in Santorini, I do not want to stay at Angel Cave House anymore, this lady just giving me a hard from the first day when arrived. What I can say is that, if you don’t want to pay for a nightmare, just don’t book this place! Saved to other hotels!