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Reviews (1 265)
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All reviewsfree chairs and umbrellaskids poolthomas cookvery nice hotelthe ground floorbottle of waterbar staffevening entertainmentsoft drinkssnack barmain poolacross the roadair conpizzajetbungalowbath
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Reviewed 3 weeks ago via mobile

Very nice hotel after renovation. Food was tasty but more than less the same every day. Cheap local soft drinks availible all day And very strong alcoholic coctails. Very friendly room service. Not so nice waitress at the main snack bar. Sandy Beach was close to hotel but only one beach shower.

Stayed: June 2018
Thank Tomáš V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
front office M, Υπεύθυνος Δημοσίων Σχέσεων at SunConnect Marina Beach, responded to this reviewResponded 2 weeks ago

Dear Guests,
Thank you for posting this great feedback!
We are happy to read you have enjoyed your stay with us!
We have noticed your comments and will take them into consideration for the future,

Thank you again for choosing our hotel for your holidays,

Kind regards,
Sunconnect Marina Beach Team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

Hello. for the third time in Greece the second time on Crete. Yesterday we arrived from Sunnconect Marine Beach, family with two children.
THE ROOM - I had the ground floor room, very good location, the room is just like a GARAGE( where you park the car) the ceiling very low, and dark, the floor is very cold and with water next to the climate machine.
- in the minibar you have a bottle of water just that ( SUPER ALL INCLUSIV )
- I did not stay too long in the room
kids pool OK (
- people smoke at the kids pool !!!!!
- in the children's pool also enter adults and take a bath
- big pool i don t know I did not try it

Kids Club one for FRENCH people and oane for the rest :)) this is true

RESTAURANT
- very noisy
- no employee smiles in the restaurant
- no one says hello, nobody say goodbye
- you do not have priority if you meet an employee he will not give you room to pass you will let him pass ( even the manager)
- very chaos
- food ok
- you have to stand in line at the meat section most of the time
- you have to stand in line at the dor if is too crowded BUT the JET TEAM EAT and you stay at the dor, all over the world stuff eat after customers here NO
- there is no food for children under 2 years of age
- pizza is from the freezer

JET team -

- they do not need them at the hotel, they are not PRO at all
- are not punctual
- microphones do not work
- they use vlc player on projector you can see mouse screen , they do not know how to use multiple screens
- they have a DJ is a joke all of them are dj, CHAOS on disco at bar
- very amators
- old people like them
- for kids 30 minutes maxim
- more time takes on their presentation
- HOTEL don t need them ( they need a man at the OUTSIDE BAR because to crowded in the middle of the day and only one make drinks / coffe
- Greek dancers OK
- live music from wednesday very good
- beach very good ( clean, not to crowded , perfect for children )
- There are free chairs and umbrellas
- nice sand
- nice water
- NICE SUNSET
- I chose this hotel for its beach NICE SUNSET

- in this hotel speaks more French even the stuff,
- the hotel has no Greek atmosphere at ALL
- this year or next one we will go to CRETE again but here no way

  • Stayed: June 2018, travelled with family
    • Location
    • Sleep Quality
    • Service
3  Thank Pop D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
front office M, Υπεύθυνος Δημοσίων Σχέσεων at SunConnect Marina Beach, responded to this reviewResponded 3 weeks ago

Dear Guests,

Thank you for posting your feedback on Tripadvisor.
All comments are welcome as this helps us to continuously improve our services in the future.
We are sorry to read that our hotel and facilities did not meet fully your expectations on some grounds.
Regarding your issue with your room, if we would have known about the problem, we would have resolved it straight away! Our staff is 24/24 h at the disposal of the guests to solve any problem our guests may encounter during their stay.
Super all inclusive: Kindly note that we do not sell our hotel as ‘ultra all inclusive’ so there must have been some miscommunication as mini bar in the room is not included in our package as in most of 4* all inclusive hotels.
Meals for babies, please note that our chef is very flexible and we accept requests for baby food many times.
The guests express their wish to the maitre and chef and it is our pleasure to prepare the baby food.
It is not on the buffet because we do not have so many children for the moment and the meals for children need to be fresh at all times.
Regarding our animation, kindly note that your opinion about the team is not in accordance with the majority of most of our guests.
We have high ratings regarding the animation team and we do not have the demand that the animators have a perfect knowledge about computers to be able to work as entertainer.
We have noticed all further comments and will take them into consideration in the future for our operations,

Inspite of some problems you might have encountered we do hope you have a nice memory of your holidays,

Thank you again for choosing our hotel for your holidays,

Kind regards,

Sunconnect Marina Beach Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 June 2018

Lovely hotel, staff are friendly and helpful, there was a problem with our electric, told reception and straight away there was a electrician there. Food was fantastic they also cook it infront of you, loads of variety and different themed evenings, there is a great pool bar where they have music playing and seats in the water, its a great atmosphere. The hotel is in the middle of Heraklion and Hersonissos, Walk about 5 minutes and theres buses every 15mins to loads of different towns. Theres also a beach just across the road. If you go out the beach exit and turn right walk about 5 minutes and there is another turn right with loads of different shops and a few pubs and excursion centers. Great hotel!

  • Stayed: June 2018, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Michelle O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
front office M, Public Relations Manager at SunConnect Marina Beach, responded to this reviewResponded 12 June 2018

Dear Guests,
Thank you for taking the time in writing and posting this feedback!
We are very happy to read you enjoyed your stay with us!
Thank you for choosing our hotel for your holidays,
we hope to have the pleasure to welcome you again at our hotel in the future,

Kind regards,
Sunconnect Marina Beach Team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 June 2018

I want to give the most in depth and truthful review of this hotel and also on our findings relating to how it was sold to us by Thomas Cook. Hopefully it will help people get an understanding of the hotel and what to expect!

The Hotel:

We arrived on the 22nd late evening (9.45). As we arrived late, they kept the restaurant open for us and allowed us to eat if we wished. The check in took about 10 minutes in total due to the form filling and paying the hotel government fees, but this is to be expected. The hotel staff where friendly and informative.

The reception area is bright and cool and very clean.

Finding our rooms was a breeze as we where given a hotel map on arrival pin pointing the location of our room. To get there, we had to walk past the 3 pools, so we could see straight away what was on offer for us and the young kids! :)

Walking to the room we noticed how well maintained the gardens and surrounding areas where.

The hotel room uses an electronic door key to enter and powers only once you place the key in the electrical slot inside the room. Not an issue, but does mean you wont be keeping the aircon on all day whilst you are out and about. I guess this is pretty good for the environment and also saves the hotel money!

The room was large with 1 double bed and two single beds. Our two children where supposed to be in separate rooms, one sleeping with granddad and one with us, but our son decided he would rather sleep in our room, so we put the two beds together and that's how they slept (so our young daughter wouldn't fall out).

The beds are really soft and cosy and freshly made each day. There is a fridge in the room which has a bottle of water ready on arrival at no extra cost. There is a mid sized TV on the room above the table, however all but one channel is in either French, Greek or German. No big issue, as we didn't come to watch TV, but would have been nice to have been given the choice of a few more English channels, being that this was being sold as an English hotel by Thomas Cook, especially when we have a young daughter who sometimes still sleeps during the day.

The bathroom is clean and had a bath with shower, toilet and wash basin. The only negative here was that the toilet flush is a little flimsy, so if you end up with holiday squits, getting rid of them down the pan may take 2 or 3 flushes :).

The room had an aircon unit which did cool the room down well, however my only suggestion here would be to move the unit to above the area just as you walk in to the main room. Being where it is now, anyone sleeping on the two beds beneath it will get frozen and the rest of the room takes time to feel the benefits.

We where on the ground floor and our room had sliding doors opening up to a terrace area with table and chairs outside. This was lovely to sit whilst the family where getting ready in the evenings, or if I woke up early before the rest of the family in the mornings, to watch the world go by. You can watch the local stray cats walking by with their daily catch of birds or insects :).

The room itself was on the back of the 3rd pool, which initially worried me because of the noise. However the pool side entertainment starts at 9.30 - 10am and finishes around 6pm each day. It also isn't so loud as to be a problem in the room.

The Pools:

There are 3 pools in total, a more quiet pool at the front of the hotel, which is for relaxing, a splash pool for the kids which has a large frog, which has 3 lovely slides, a smaller slide for younger children (my daughter loved this) and a climbing wall thing which you slide down once you climb to the top. This is switched on each morning at 10am.

The 3rd pool has a pool bar and is the centre of the main entertainment. The entertainers play music through the day and arrange pool and other such games to keep people busy through the day. The pool bar is great as you can sit in the water whilst ordering your drinks. The only negative here is that if you want a snack, you need to walk round the hotel to the first pool, which has pizza and chips and other items. Since our room backed on to this pool, it was great to be able to get up and just jump in the pool first thing :).

Other Areas:

A few seconds walk from the 1st pool you have a mini golf course to the left. To the right you have an area where you can play outdoor bowels (if that's the correct spelling). A little further on you have ping pong tables and a foosball table. A little further across from here is an archery area. We did them all and it was great fun :).

The Beach:

A short 1 or 2 minute walk from the first pool you have the road side exit to the beach across the road. The beach is lovely and well kept and the sea even at that time of year was warm and refreshing. There are free chairs and umbrellas as there are around the swimming pools and due to the time of year, there where plenty spare.

Food Time:

Being all inclusive I wasn't expecting much from the food and drink side. I have had terrible experiences in the past, but this time was really surprised with the quality and care put in to this. Food is served in the restaurant each day, just off from the reception area. The restaurant is large, but you can still sometimes struggle to find a place to sit if you are with a large group (we are a family of 5 and struggled some days).

The breakfast has an array of food stuff such as cereal, fruit, meats such as bacon and sausages, beans, tomatoes, potatoes and all sorts of different types of eggs.

For lunch it is random items, but are always tasty and different from the previous day or from the evening meals.

Dinners are themed and are always tasty. We particularly enjoyed Mexican night! For those who are not keen on trying different foods, there are always chicken and chips available :).

During your meal you are usually given a wine glass and a normal glass. There is wine, beer and soft drinks available on the side.

For lunch and dinner, I would advise people to look at all sides of the food area. I kept forgetting there where food items on the far side right of the restaurant and missed on some nights!

Needless to say, this isn't somewhere to stay if you want to loose weight! :).

All Inclusive:

As I said before, I had some terrible experiences with all inclusive, where you are "rationed" on what you could have and how often and then they kept running out... This is the polar opposite! You can go to the bars from 10am to 11pm and order as many drinks as you like in one sitting. Drinks consist of the usual soft drinks for kids, as well as a few kids cocktails! There are adult cocktails, beer, spirits and teas. They didn't run out at all, at least not whilst we where there.

There are a selection of ice creams for the kids (or adults too :)). Snack food is only available from the snack bar by the 1st pool nearest the reception area, which is a bit of a negative, but in no way a major issue if you have filled up on food in the mornings and afternoons!

The soft drinks in the main bar in the evening where flat and we mentioned this a few times, but it wasn't resolved whilst we here there unfortunately. The ones in the 3rd pool where lovely and bubbly however.

Getting served in the evening at the main bar can be difficult and I imagine that in peak season it would be near on impossible. The staff in this bar are not as friendly as those in the 3rd pool either sadly, but I guess this is because they are so busy.

Additional - Bits I failed to mention:

You get to have a beach towel per person and are given cards on arrival for this. These are obtained from the spa area from 10am to 6pm. A NOTICE TO THE HOTEL - the main lady in charge in the spa area is terrible and a real let down to your otherwise fantastic hotel. She is moody and rude. I turned up to get my beach towel at 10.05 on my first day, having been warned by a fellow Brit that she is regimental on times and got totally scolded for coming to collect them so close to 10am. Other times she would sigh when ever we came to change them (only once a day in our case) and was just generally not a friendly person where you other staff all where. It was like she simply didn't want to be there and the guests where a major inconvenience to her.

You get a free 15 minute spa token on arrival to the hotel. I never used mine, but my father in law and wife did. Note that they don't tell you this, but the same lady noted above rudely told them they had to be used within 2 days of arrival! We said we only arrived yesterday and she never questioned it however. The actual spa treatment lasted only 5 minutes as they where running late, which made us decide not to pay for a further full treatment.

There is a 4th pool! How could I forget! There is an indoor pool in the spa which is apparently warmer than the others. However, it is quite deep all round, so not great for young children. We never used this at all, so I cant comment further.

All the pools where salt water, which worried me as I don't generally like salt water pools, but these seemed to be very soft on the salt somehow and never really bothered me or the kids.

There are large number of stray cats on the island (not down to the hotel) and a few stray dogs too. I would recommend not getting too close to the dogs as they are not very tame and will either run away or growl at you. If a cat wants to come over for a stroke it will, otherwise watch you hands, as you may get a good scratch if you try to stroke them too much! The cats are fun to watch however, when you see them playing with each other or hunting.

Thomas Cook\Negative Bit:

When booking this hotel we looked at the reviews first on TA and found only French and Italian. I asked the sales rep and they advised they have injected a lot of cash in to the hotel and it was now more focused toward English holiday makers... This could not be further from the truth. The main staff in the hotel DO speak in English, but the entertainment (Jet Team) are pretty much strictly only French as Italian speaking. They are lovely people and tried to include the English, but it was difficult and we gave up after a few days as you could tell we where an inconvenience to them where they had to keep translating in VERY broken English. A few wouldn't even attempt to speak English as they simply didn't know any.

This unfortunately was a big negative to the stay, but in no way the fault of the hotel. Thomas Cook should have been more honest on this matter from the beginning. We felt isolated at times as we could see the French and Italian guests having fun and in the evening entertainment they would be laughing at jokes and we would have no idea what was happening. Add the fact the TV was also aimed at French and Italian, it made us feel like the English where not being catered for to the full extent that the French and Italians where.

Thomas Cook had told guests from the beginning of the month that in a weeks time (mid May) the English entertainers would arrive to help out, however when we where there, this wasn't the case.

The "induction day" with the Thomas Cook rep lasted about 30 minutes, where she ran through absolutely nothing on the hotel or surrounding areas and quickly went through a few trips we could pay for. However, we found the same trips on the street for almost half the price, so they are up scaling the cost by a large amount! Additionally, it seemed again like Thomas Cook did not put in the effort that was made for the French and Italian guests. They all got a full walk around of the hotel on their first day and given lists of all entertainment for the week!

We have complained to Thomas Cook on this matter and had all our reviews and replies met with the same simple answer "we review sites such as Trip Advisor and act accordingly"... So hopefully they will act on this now!? We even mailed the CEO of TC and got put on a 1 month waiting list for our issue to be looked in to.

The holiday itself was great and the hotel was fantastic, but it was simply let down by TC on this matter as we felt a isolated at times. It was by luck that the pool bar girls spoke English (and one of them Russian for my father in law), otherwise we would have been really stuck!

Summary:

Positives -

Food
Pools
Hotel
All Inclusive
Staff
Rooms

Negatives -

Entertainment
Lack of English speaking entertainers
Rude Spa lady :)
Shorter than expected spa treatment

Hope this post is not TOO informative and that you enjoy your stay as much as we did :)

Room Tip: Cant comment on other rooms, but the hotel generally was quiet from 11pm onward.
  • Stayed: May 2018, travelled with family
    • Location
    • Rooms
    • Service
19  Thank Richard H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
front office M, Υπεύθυνος Δημοσίων Σχέσεων at SunConnect Marina Beach, responded to this reviewResponded 12 June 2018

Dear Guests,
First of all we would like to thank you for your trust and for choosing our recently renovated and new concept Hotel Sunconnect Marina Beach.
We are truly delighted with your full in depth and truthful review , your feedback is greatly appreciated and will be a great help for future Guests to have a better idea what to expect when visiting our hotel.
We believe that your guidelines will help all new guests to feel at home even quicker!
We take great pride in knowing that we have succeeded in offering you the best possible services at our hotel and that you were completely satisfied of what our hotel is offering.
Your kind words regarding our staff has warmed our hearts!
Regarding the comment of the English channels: Please note that we have 4 basic english channels , euronews, eurosport, bbc world and Cnn international. Maybe there was an issue with the programming of your tv, it is a pity we didn’t have the chance to solve this for you!
Further to your comments about the Spa, we are truly sorry to read that you have experienced the staff not to be friendly and that the treatment didn't seem long enough to you. We are looking into this matter to see what might have happened as our main aim as a hotel is to offer the best hospitality and service in all our departments.
We are confident that this was an isolated case and this will not happen again.
Regarding our animation team, kindly note that although the biggest part of the team is French, they announce also their programs in English and guests of many different nationalities are enjoying and participating in the activities.
Kindly note that there are 2 information boards in English and German at the snack-poolbar area regarding these activities.
Thomas Cook kids’club has 2 English entertainers and 1 German.
We also have an Italian team at our hotel. As you can see, we are an International hotel and host Thomas Cook guests with a wide variety of nationalities.
We thank you again for choosing Sunconnect Marina Beach to spend your holidays and hope to welcome you again in the near future!
Kind regards,
Sunconnect Marina Beach Team



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Reviewed 2 June 2018 via mobile

As my first visit to crete it has been amazing..i seen the bad reviews and panicked a little as i was travelling alone with my daughter 6 years old.

I can honestly say all facilites are spotless amazing clean pools x3. The kids pool was just right my daughter enjoyed it thoroughly.

Rooms cleaned daily and towels changed daily.

Food was lovely..my daughter is fussy but there was pizza for her and chips.

The entertainment was great and the kids club was great.

I had no problem with it being french aimed i know french from learning it as school so have a good understanding and my daughter joined in.

I would definatly stay again.

Thankyou for our lovely stay

Stayed: June 2018, travelled with family
5  Thank Lildiamond12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
front office M, Public Relations Manager at SunConnect Marina Beach, responded to this reviewResponded 2 June 2018

Dear Guests,
Thank you so much for your fabulous review and for your highest rating!
Nothing pleases us more then to know, you enjoyed our hotel and our facilities to the fullest and that you would consider to stay with us again.

We hope we will be welcoming you and your family again in the nearest future at Sunconnect Marina Beach,

Thank you for choosing us for your holidays,

Warm regards,
Sunconnect Marina Beach Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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