The property itself is fine, but management is understaffed and the customer service is lacking compared to other five stars.
Example 1: Lack of clarity regarding when the room would be ready. When we arrived, we were consistently told the same message: our room would be ready shortly and that the check-in policy is 2:00 PM.
While we understand that a check-in policy is a policy, telling us the room would be ready shortly implied to us that it would be ready before 2:00 PM (we got our room 3 minutes to 2:00 PM despite first arriving at the hotel at 11:00 AM).
This delay was likely due to the lack of cleaning staff, but this could have been easier handled had the hotel just told us this and said check-in wouldn't be possible until 2 PM (so we weren't waiting and could go enjoy our day).
I imagine the hotel’s response here will be the policy is clearly stated, which it is, but that ignores the representations made that the room would be ready shortly.
Example 2: Shuttle to the airport. The pick up was great. But the departure took a long time and we were crammed in with guests from other hotels. For a five star hotel, at the prices we were paying we expected better than to barely make our flight because our hotel picked a cheap shuttle.
Example 3: Service is not five star from an international perspective. It may be five stars for Greece, but don't expect the level of service you would receive at a five star at most international destinations.