Hunguest Hotel Helios

The food was delicious and the location is great, but the staff came across as unfriendly and not very helpful. They weren't rude, exactly, but at check-in nobody at reception explained the facility or where things were. We also had to work out for ourselves why we'd been given so many cards. The same odd attitude continued at the lobby bar and when we checked out.

Breakfast and dinner had a great range of options, and the indoor hot spring pool was excellent. The hotel was also very clean and comfortable, with staff who were genuinely friendly. It was our first visit and a really pleasant surprise. Thanks for such a memorable stay, it's lovely to see a place managed so well.

We were a party of eight staying in four rooms, and the extra single bed in one room left so little space that even fitting a suitcase was difficult. We asked for it to be taken out, but nothing was done, so we had to move it ourselves. At checkout the hotel tried to charge us for that bed. We spent nearly two hours complaining before the charge was waived, which caused a lot of stress and disrupted our plans. Check-in was frustrating too. We arrived at 2:30 PM, but even with two receptionists and no obvious rush, we were served last instead of in arrival order. Our passports weren't returned until after 6:00 PM. Then, at checkout, we were first in line but were skipped and helped last again. I hope the hotel addresses this so other guests don't go through the same thing.

With eight of us in four rooms, one room was too cramped for the extra single bed, and there wasn't even enough room for a suitcase. We asked for the bed to be removed but got no response, so we stood it on its side to make space. The next day, the hotel tried to add a charge for that bed on top of the four room prices. After an hour and 50 minutes of complaints, they waived it, and we paid no extra fees. At check-in around 2:30 PM, staff didn't serve people in queue order. There were two receptionists and the hotel didn't seem busy, yet we were last, and didn't get our passports back until after 6:00 PM. Checkout was similar: despite being first in line, we were skipped and served last. The delay threw off our itinerary and spoiled the mood of the vacation.