Dear Dritan Tahiri, Thank you for staying in our property and for taking the time to describe your experience. Following your review, please note that we are sorry to hear about your predicament. However, kindly be informed that at the time of the incident ( 6 a.m.) there was not an active shift of personnel on site; therefore it was impossible for someone to hear you and come to your aid. Please note that the hotel does not have a 24 hour reception or a night guard, nor is advertised as having a 24 hour reception or a night guard. In addition, kindly be informed that some the other guests, as well as our staff members noticed that you were often under the influence of alcohol, throughout a big part of your stay. As a result, it is highly likely that the accident was ultimately caused by this factor.In any case, we would like to assure you that we will take all necessary steps to address concerns as we heavily rely on our Front Office Associates to take care of and ensure satisfaction of our guests. We appreciate your feedback as it is extremely important to us and will use this information for training and developing purposes.Sincerely,Asteras Team

Dear Kevin,Thank you for taking the time to share such a detailed review about your experience in Asteras Villas Santorini.We were disheartened to hear that many elements of your stay were disappointing; However, kindly be informed that we would like to note the following:Regarding the layout of the room, please note that all of the property’s suites ( including La Luna Suite) have been built in accordance to the traditional architecture of the island of Santorini, meaning that the building has been carved into the rock of the cliffside. Please note that this type of layout is the trademark architecture of the island of Santorini, especially for the buildings on the Caldera cliffsAs far as the resemblance of the actual room to the pictures on the site, please note that we try to have as accurate depiction as possible on all channels and we have provided several pictures of the room online. In addition, please note that there are detailed and easily accessible floor plans of our suites on the property’s website.As far as the incident with the flooded bathroom mentioned is concerned, kindly be informed that, much to our regret, plumping malfunction cannot be always foreseen. However, our colleagues at the front desk informed us that they took immediate action to fix the problem as soon as they took knowledge of it.Regarding the jacuzzi temperature, kindly be informed that even though the temperature of the water is set at 30 degrees Celsius, the water temperature is always affected by the weather conditions, especially during the winter, due to the fact that the jacuzzi is external. Last but not least, kindly be informed that when you choose to pay via Expedia (the payment method chosen for your reservation), the money is in fact handled by your provider- Expedia and your card is charged by your provider- Expedia. The property gets paid by your provider- Expedia. Considering the above, it is in fact true that the property does not handle your money, nor does it have access to your card details. Therefore, kindly be informed that our colleagues at the front desk informed you very accurately about the process that needs to be followed in the event that you wish to request a refund.We would like to assure you that we will take all necessary steps to address concerns as we heavily rely on our Front Office Associates to take care of and ensure satisfaction of our guests.We appreciate your feedback as it is extremely important to us and will use this information for training and developing purposes.Sincerely,Asteras Team

Dear Izumi,Thank you for sharing your feedback with us. We were very sorry to learn about your experience. However, kindly be informed that we would like to point out the following:Regarding the coffee cups, kindly note that the number of cups provided daily is specific. As far as the towels are concerned, please note that, should you had requested to change the toweIs, our colleagues at the front desk would have happily provided new ones. Please be assured that we have already shared your feedback with the Hotel Manager and our housekeeping team as we heavily rely on our Front Office Associates to take care of and ensure satisfaction of our guests.We appreciate your feedback as it is extremely important to us since we strive for excellent comfort and best customer service for our guests. We remain at your disposal.Kind Regards, Asteras Team