Caramel A Grecotel Resort To Live

Agile Travel

Disappointing Experience – Not Worthy of 5 star Fine Hotels & Resorts Status. We booked a 3-night stay at Grecotel Caramel Boutique Resort in Crete through the American Express Fine Hotels + Resorts (FHR) program, expecting a premium, family-friendly experience. Unfortunately, the reality fell far short of the promise. Pre-arrival communication was poor—the hotel never responded to multiple email inquiries about airport transportation. It took two international phone calls just to confirm a transfer, which ended up costing €120 each way for a one-hour ride. For a supposedly high-end property, this level of service was already concerning. After a 20-hour journey from California, we arrived at 9 p.m., only to find that no restaurants were open and room service offered no kids’ menu—a major oversight for a resort marketed to families. A significant issue was the lack of transparency and integrity regarding FHR benefits. Our booking was eligible for a €100 property credit and a $125 Amex FHR promotion for food and beverage with a 2+ night stay. The hotel refused to honor either credit, insisting that room-charged transportation didn’t qualify (despite being explicitly billed to our room). This contradicts both Amex’s terms and basic hospitality standards. Breakfast was also disappointing. While there was a large spread, it consisted mostly of repetitive cold cuts and cheeses, with the hot food borderline inedible. Only the eggs and pastries were passable. The air conditioning in our room did not work, which made sleeping uncomfortable. While the room itself was clean, there were no washcloths provided, an odd and inconvenient omission—guests are expected to bathe with hand towels. Lastly, the location is remote, over an hour from key destinations like Chania and Knossos Palace, making it less than ideal for travelers wanting to explore the island. In our experience—and in alignment with similar feedback from other disappointed guests—this hotel does not meet the standards of a 5-star resort or the Fine Hotels & Resorts program. Between the poor communication, unfulfilled benefits, mediocre food, and inconvenient location, I cannot recommend this property.

Andrea Marino

We arrived to this wonderful hotel fully expecting a 5 star experience and it delivered in every way! Location was superb. Staff were amazing. Food was fantastic. We were upgraded to a two story villa on the beach, which was a wonderful surprise. The pool is top notch and the aqua aerobics classes were super fun!

Rachel Clancy

This was our second time to visit this wonderful hotel. I never leave reviews and the only other review I have ever written was for this hotel. It’s hard to put your finger on it but this hotel is exceptional in every way. The staff are all such wonderful people (kind, caring considerate, fabulous with children). We felt relaxed from the moment we arrived. The hotel is small and personable, the rooms are beautiful and the food is lovely. What more can I say only…..we will be back for sure. Thank you to the all the wonderful staff at Grecotel Carmel.

Karolina Ivanov

This hotel deserves every star if not more! From the moment our family set foot in this place, we were treated with the utmost welcome and warmth one could imagine. The ambience, rooms, food, and amenities are superior. The staff goes out of their way to make you feel welcome and looked after. They also have a wonderful group fitness instructor who ran aqua fitness, strength and Pilates training. The evening entertainment program is gentle and enjoyable - none of the obnoxious loud music other hotels offer. Overall, our experience was heavenly and I would highly recommend this place!

Hugo Lorain

Awesome experience Came as a big group, which is not always easy The hotel and rooms were absolutely perfect, the staff is one you would want to have in every hotel you visit. Congratulate only one member wouldn’t be fair to all the others. I definitely recommend