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The hotel and facilities were very good with lots of restaurants and nice public spaces. The resort is huge with 15 min walking times to the parking, and the beach depending where you are staying. The beach is ok - has a lot of waves and seaweed and not the best beach in Kos. The hotel's sheer size, makes it impossible for the stuff, particularly the reception staff to provide a personalised service so our experience was being largely anonymous in a large hotel which felt very commoditised (including 3.5 Euros for a bottle of water at the beach bar and extra charges to use the beach gazebos!). From a customer service point of view, we were personally very disappointed the hotel did not show a gesture of goodwill (although they were not legally/theoretically obliged to) to help us overcome our travel ordeal of a 27  (rather than 3.5) hour journey to get to KOS due to our flight being cancelled. Despite politely asking the hotel, for extending our stay for 1 night with a small/no charge, given we paid for the first night on a non-refundable price, which we lost due to our flight being cancelled, they did not oblige They also insisted and charged us 50 euro for a late check-out on the last day which was a fraction of what we paid overall and given the hotel's size, us checking out late made zero difference to them. I fully recognise the hotel was not obliged to do anything given the non-refundable fee we booked, but it is such gestures of goodwill that build up customer loyalty. Our late arrival was out of our control and we would not be compensated by our airline for the night we lost. The hotel staff not being understanding or accommodating made our ordeal worse. We therefore did not receive the outstanding customer service we received at other hotels or by the local KOS people. I would say the room was also a 4 star rather than a 5 star - no premium coffee machine, just an old kettle, and a leaking (despite very modern) wetroom which meant the bathroom/toilet area got messy each time we showered. We had to ask for a conditioner too, and the hotel was initially hesitant, which was surprising for a "5" star. The bed was extremely comfortable , the pillows were very good and the breakfast was very rich and diverse. We would have returned in future, had we received the better customer service, but its corporate faceless nature means we will unfortunately not be returning. 

An okay hotel - with a missed opportunity to provide better customer service

We stayed here one night at the end of a holiday in Kalymnos; to help with ferry and flight timings.

Arrival was at check in time and the lobby was fairly empty.  Our room had been prepaid and was a deluxe sea view.  Sadly Neptune fell flat - I guess we’d been spoiled at the Kantouni Beach but this was neither sea view nor deluxe (check out their rooms if you want both these things and more).  To be fair, you can just see the sea if you don’t mind the 10 foot pampus and other trees in the way.  It was otherwise ok.

The air con was set at 20, not far off what we heat our homes to in the UK.  We wandered back up to reception and asked if we could have the room temperature lowered.  The response was fairly brusque with the male receptionist telling us that was it 20 and would only ever be 20 and he kept repeating this.   I asked for a fan.  Not a huge ask in a ‘luxury 5 star hotel’ but it seemed to annoy.  We left, unsure of what we would get.

After a little exploring and sampling our (very welcome) ‘welcome drink’ we returned to our room to a note with a sesame biscuit.  There was no fan and I was about to ring reception when my husband discovered the air con had been chilled down to 16c.  A good result but why tell us it was set at 20 and could go no lower if that were not the case?  You can request a lower temperature at reception, but it is on an individual basis.

Dinner was in the Asian influenced restaurant and whilst it was all undercover, it was open to the elements so very warm and stuffy but he food was good, tasty and well presented but nothing out of the ordinary.  

With check out set for noon, we had some time by the adults only pool which was really nice.  Returning to our room to shower and leave for the airport I realised the hairdryer was not working.  It was fine for 10 seconds then seemed to stop.  I called reception and advised them we were checking out at noon.  They promised to send the electrician.  He never materialised and I continued to dry my hair with 10 seconds on, 1 minute off hairdryer antics.   I got there but it was painful.

A couple of points to note, the shower - a sort of wet room - would not drain of water and the drains had that really awful smell.  You do get used to it but it’s rather grim.   The floor of the whole room was sticky and with damp towels on the floor after our shower it was clear it wasn’t clean when they went very black and grubby.   Housekeeping take note.  Wash the floor, don’t just swish the dirty water from one end to another. 

Upon checkout (same member of staff who was intent on a 20c air con standard) we were told the electrician had called but our ‘do not disturb’ sign was on our door.  Not so, but I really couldn’t be bothered as I was never going to convince the staff member.  Why didn’t he knock?  Because he didn’t come. 

Overall, this is an ok resort, I wouldn’t want to stay here very long (or again).  It was mostly German guests and did feel like a glorified Butlins.  It certainly isn’t 5 star or luxury and as I said, don’t pay for a deluxe or sea view as you will be disappointed.   The accommodation is reasonable.  It’s a good three, possibly four.  It’s an eternity away from five.   But it served us well for the night.  In essence, it's a stay over, not a destination.  Go to Kantouni, or White Rock of Kos.   



An ok overnighter, not a holiday destination

A spontaneous 4 days away. From the start the staff were amazing, beautiful grounds kept in pristine condition. Lovely pools. Never have problem getting a bed and umbrella. 
Gorgeous lazy morning walk along the coastline. Lovely lobby bar with drinks and nibbles, delicious main restaurant and delightful Taverna. 

Honestly I understand why all the guests I spoke to returning guests. 

Lovely adults only areas although didn’t need it as not school holidays. 

Staff in all areas were accommodating. 

Also great departure lounge with showers and changing rooms.

Was welcomed as solo traveller. 

Great choice !!

Fabulous getaway

location is very good, It has a large, flat and beautifully designed outdoor space.

Although we stayed for a short time, employees are helpful, friendly, They sincerely helped us 
The hotel rooms are  useful, nude colors 

A hotel where you can stay with peace of mind ​Tutku from Turkey 



Mastahari Kos island 

9/10. Everything you would expect from a 5* star resort! Made my first time in Kos very welcoming, relaxed and enjoyable. Our room was clean with a fantastic sea-view overlooking the Olympic Pool and gardens. All staff were so helpful, always with a smile! I particularly enjoyed the AquaGym sessions in the Residence Pool led by Aly (I think). The buffet has a fantastic selection and the onsite restaurants were all delicious! There is a Greek Night held at the Taverna restaurant with great entertainment! Overall would highly recommend.

Perfect relaxing resort!

Built in the island architecture style, the resort, which is situated next to the beach, comprises of a main building and several bungalows. Facilities of the hotel include an impressive lobby with a reception, lifts and an internet corner. Free Wi-Fi is available all over the resort as well as a great variety of sports facilities. In addition, the hotel offers room service, a hairdresser, jeweller, mini market and a small boutique. There are also 7 bars and 3 à la carte restaurants. Medical services are available on request. Younger guests may let some steam off in the children's playground.

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Neptune Luxury Resort