Mirabello Bay Luxury Resort (ex. Wyndham Grand Crete Mirabello Bay)

Visually, this hotel is absolutely stunning and definitely gives a luxury first impression. The rooms were lovely and clean, the buffet food was really good with plenty of choice, and the location is excellent. Most of the staff — especially the receptionists and bar staff — were genuinely helpful and friendly throughout our stay. A special mention to the receptionist with curly hair (sorry I’ve forgotten her name!) who was amazing when our daughter needed medical attention. She helped arrange paracetamol and ibuprofen to be delivered to the hotel and was incredibly kind and reassuring. However, despite the beautiful setting, I wouldn’t personally class this as a true 5-star experience yet. One of the biggest disappointments was the inconsistency in service and the attitude from some of the managers. When we asked why our room hadn’t been turned down, we were told that “premium guests are prioritised over all-inclusive guests because it’s a big hotel.” I’ve stayed in many 5-star hotels and basic room servicing should be standard regardless of board type. There was also confusion within our group of 13 about the “exclusive” wristbands. Some of us had them and others didn’t, despite booking the same way through EasyJet with no upgrade option offered. The only noticeable difference was breakfast in a separate area and supposedly premium drinks — although bar staff regularly told us we had to tip to receive those drinks, which made the wristbands feel fairly pointless. This was also the first premium all-inclusive hotel I’ve visited where wristbands are cut off immediately at checkout, meaning no lunch, snacks or drinks if you have a late flight. Thankfully, one lovely receptionist allowed us to keep ours on because our flight had been delayed and we had already missed our first day after arriving after 11pm. We stayed from May 5th–12th, and at the time of booking there was nothing advising that parts of the hotel wouldn’t yet be operating. During our stay there was only one beach bar open during the day (usually staffed by just one person, causing long queues) and only one evening bar open. The kids club wasn’t running, there was no mini disco until our final night, and the baby slides in the children’s splash area weren’t switched on at all. My 11-year-old sister even got stuck in one of the tube slides because there was no water running through it. There was also no bar near the children’s pool, meaning quite a walk for drinks, and overall the hotel didn’t feel particularly accessible with a pram. We also got the impression the hotel didn’t really want to cater to all-inclusive guests — restrictions on drinks, long walks to bars, long queues, and even refusing extra coffee shots just made things feel unnecessarily difficult. We paid extra for a private pool room, but honestly found it a bit gimmicky as it was mostly shaded and unheated, so we barely used it. We also needed to ask reception to clean the pool as there was cigarette butts in ours - however this was clearly from someone from an overhead balcony and reception were extremely apologetic. That said, the hotel itself really is beautiful and has so much potential. The majority of staff were fantastic, the food was lovely, and the location was great. We also used Olivia’s car rental from the hotel, which was very reasonably priced and convenient. Overall, we did have a really nice holiday, but the hotel still has some improvements to make before it can truly be considered 5-star. Better communication before arrival, more facilities actually open, and kinder management towards both guests and staff would make a huge difference. I’d be interested to return when the hotel is fully operational because it genuinely feels like it could be excellent.

Just returned home from week here. Hotel is not 5*. Entitled to 2 a la carte dinner and 1 lunch, unable to get any of these staff said completely full and over booked which isn't very good when youve paid a lot of money for this. The hotel itself is nice however could be doing with bit more cleaning. Kids pool area was as if work had been getting done every day ground to walk on very dirty. Had to call for maids to clean room couple of times and for towels. Had private pool this area and terrace area never got cleaned full week. We had to eat out every night thankfully was walkable restaurants. Entertainment was shocking nothing for kids at night just music playing. Kids disco was a room of toys for them to just play not anything like disco. Overall we made a good holiday out of it but would not return and it is definitely not 5*

The atmosphere was really relaxing, and the massage was absolutely incredible. Lui (the therapist who gave me the massage) had an amazing technique and touch. I felt relived and destressed after it! Thank you very much!

Stayed for 10 days. All inclusive. Older couple. No children Arrived late and had a quick check in. Went to the bar after a LONG day and was told the all inclusive finishes at 11pm (!!) but as we had just arrived we could get a drink. No premium drinks eg Gordons gin, just regular local spirits. Unpleasant. Our first niggle. A cold wrap and fruit, cake and water were provided for us at this time. Got unpacked straight away and found a half pack of sanitary towels and a half pack of tampons on the top shelf of the wardrobe. Obviously wasnt checked. Breakfast (and all meals) were as expected buffet style. No restaurant manager finding you a table so it was a free for all. Reasonable choice overall, however, not one meal we had was hot unless you hung around waiting for the fresh batch to come from the kitchen. My husband had a virtually raw piece of chicken and I tried the eggs at breakfast - one was massively undercooked and the other solid so I gave up on the eggs. Cooked to order omelettes were good. There was always food on the floor in the restaurant which took a while to clear away which was a slip hazard to all. If you have a food allergy then BEWARE as there are no labels above the dishes so you are not sure what it is let alone if it has nuts or gluten or whatever in it. ALL restaurant staff were run ragged but still managed to raise a smile and a good morning. There was only 1 bar open during the evening (and daytime) for the first 5 days. EVERYBODY had to use that one bar. The queues were horrendous. 15 - 30 minutes to queue for a drink. No waiter service or self serve beer taps. Just 2 or 3 extremely overworked bar staff trying to do it all. They were fabulous and did a fantastic job despite the extreme pressure. One had been there for one month and the other 2 had been there for a week. It was so bad on 2 nights that we ran across to the local shop and bought cans of beer and drank those in the only quiet area which was out on the terrace. There was no quiet area to sit inside as it was so packed despite not being full. There was nothing for the little ones to do and no entertainment for the adults just piped music for the first 5 days. It was very noisy and overall grim.... As the weather wasn't great we thought we would check out the on site ADULTS ONLY Spa. Both times we went there were children in the pool. It is meant to be a wellness quiet area to use the facilities, sauna and steam room (which wasnt working) and the pool. We gave up. However, we did go back on our very last day and had a massage which was fantastic. Shout out to Joanna and Maria. There was never any toilet paper in the ladies lobby toilet after 10pm. Ran out every night. No paper towels either, just a box of tissues to dry your hands with. We had our room cleaned when we left the card out for cleaning, which was good. However, our towels on several occasions were tattered and ripped. Not even 3* linen. One positive was that the hotel employed a lot more staff during the 2nd 5 days. It made a difference and they opened another bar on the beach until 12pm. Had to pay for drinks though after 11pm. It would appear though that the poor new staff were put straight to work without any training as a couple we spoke to landed from the Philipines at midnight and were on shift THAT day!!! A few other niggles were hearing swearing by an older woman who came to help in the bar one evening. During my time in the queue I heard her use the F word twice when commenting about the never ending queue. Children were present.... So, my experience of this 5* hotel was not good. At best a 3.5*. It has been taken over recently we were told and it looks as though the new owners are trying to save money in a big way. Claudia, one of the customer relations team was circulating among the patrons most evenings getting thoughts and reviews and we were most definitely not alone with our niggles. It may improve as she said that management were aware of the poor recent reviews on here and on facebook pages and were hoping to act upon them. IF you are booked later in the season you may get lucky but I wouldnt hold my breath or ever go again..... The location of the hotel was about 25 minutes walk into the town. The actual building and setting was very nice and could be an absolutely wonderful experience.

Excellent hotel perfect pools and excellent spa service