Florea Apart-hotel

Stelvo, the host, was amazing and made us feel really welcome. The bar service was great, and the facilities had everything we needed. We stayed nine days at Florea Apartments in Ayia Napa, and the location worked well for us. Everything was perfect, we'd definitely come back. Recommended!

We were told on arrival that one person in our group had to leave their passport with the staff for five days. That requirement wasn't in the Booking.com terms, and we felt it was unsafe and unacceptable. When we calmly asked to cancel or get a refund, staff were rude and dismissive, refused both, and left us to find emergency accommodation overnight at twice the price. Later, the property reported us as a “no-show” even though we'd arrived and spoken with staff. Booking.com then blocked us from reviewing the property and denied a refund, despite having previously confirmed we would be refunded because of the passport demand. We are pursuing a credit card dispute and a travel insurance claim to recover our money. This was one of my worst travel experiences. The staff were aggressive and unwilling to listen, and I found their conduct dishonest, manipulative, and deeply unprofessional. Avoid this hotel. We risked losing money, having a passport held, and being stranded without a place to stay, with no help from Booking.com when things went wrong.

We arrived to find our booking had been cancelled without warning, even though we'd booked ahead and paid in full. They kept our money, offered no apology, explanation, or alternative place to stay, and left us stressed and stranded. We had to find somewhere at the last minute and pay extra. We've contacted the booking site and started a dispute, but this was disgraceful. I wouldn't trust them with a single pound again. To me, this was a scam and blatant theft, not just bad service. Book somewhere else unless you enjoy being robbed.

The hotel seemed okay at first, though it was quite far from the beach. On our second night we found cockroaches in the room. The receptionist came over, looked at them, and walked away without a word. He later brought expired flower pesticide as a supposed solution. He said he could move us the next day, but we refused because that room looked even worse. He'd been friendly before the cockroaches appeared, then barely spoke to us. We checked out the following day after only two of our seven nights and found another apartment. He said he couldn't refund us. A week of calls to Booking.com later, they said the host wasn't answering their calls or messages, so we probably wouldn't get our money back. This place turns into a nightmare when a problem comes up. Stay away.