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Aegon Mykonos Responds To My TripAdvisor Review With Lies

Read the full saga:

The Aegon Mykonos just keeps digging itself a deeper hole. If it digs any deeper, maybe it can just bury those power lines that it photoshops out of pictures?

In this post:

My Aegon Mykonos TripAdvisor review

Yesterday I decided to write a TripAdvisor review about my four-hour stay at the Aegon Mykonos. Here’s what I wrote, for context, which I think is fairly measured (given the ridiculousness of this all):

Where do I begin? First of all, the hotel isn’t quite what it looks like in pictures. The power lines above the pool are photoshopped out on the hotel’s website, there’s no beach club (instead the hotel seems to use pictures of the nearby Lohan Beach Club), the “beach front access” suites don’t have beach front access, and the hotel faces a dirt road with five dumpsters, and there was a general sewage scent throughout the exterior of the property.

Unfortunately the physical aspects of the property are still better than the service from senior management here. The GM Pavlos was unhelpful, to be polite — the hotel refused to honor the suite that was confirmed for me, and kept blaming Marriott for the problem. And he was the more professional of the two employees I interacted with — another unhinged hotel employee (who may have been one of the owners) confronted me about writing negative things about the hotel online, suggesting I had bad energy.

I ended up checking out the same day I checked in, because I felt so unwelcome. For what it’s worth, I heard that other staff at the hotel are well intentioned but not very polished. Sadly I didn’t have a chance to interact with them.

And here are the pictures I included:

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What the hotel’s pool really looks like
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A better sense of the location & view
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A beach club, but not the hotel’s

Let me clarify upfront that this is the only review I wrote on TripAdvisor. Some people have written other TripAdvisor reviews pointing to my story, while others have tried to impersonate me and Ford, but those aren’t us. Since you can only write a TripAdvisor review if you’ve actually had an experience at a hotel, I’d encourage those who left negative reviews without staying there to withdraw them.

The Aegon Mykonos’ response to my stay

I figured at some point the hotel would try to deescalate the situation, but nope, that doesn’t seem to be in the cards. The hotel responded to my TripAdvisor review, and it’s full of outright lies.

Here’s the hotel’s response:

Thank you for taking the time to provide us with your feedback.

It is regrettable that we were unable to accommodate your request upon arrival.

The day prior to your arrival during your online communication with our guest experience team, they mentioned to you that for your first reservation there was no availability for the specific suite and we could either upgrade you to an Aqua Suite Revive or to a Horizon room Revive with a sea view and for your second reservation we did confirm the upgrade to the Infinity Suite Revive. These are 2 different upgrade options both of which you refused. We also proposed to return your SNA, include breakfast which was not in your reservation and give you points. Your partner’s reply to our suggestions was that they were “ridiculous” and used sarcasm to verbally abuse our associates.

Upon your check-in we showed you all the available rooms, however you chose not to accept any option we proposed and when we asked what we could do to make your stay better, your reply was that in case we do not grant your first reservation as complimentary as well as offer you more points as compensation, you would write a bad review.

Regarding the powerlines, we have to point out that Mykonos has a fast pace construction development that is why you may see those differences – we are working with the municipality for their subterranean deployment. As far as the hotel beach club is concerned, it will be opening in a couple of weeks as all beach usage permits were delayed due to COVID restrictions. We would also like to clarify we do not use others beach clubs pictures as our own and that this comment of yours is false and has no basis.

The mentioned trash bins and the dirt road are part of a public area and are located on the side of the road as placed by the municipality way before the hotel was built. The hotel guests have no direct view of those which you could also realize if you had used our pool, restaurant and lounge area which you did not, since you, unfortunately, never actually stayed with us.

We remain at your disposal.

Before I address these points one-by-one, let me note that management at this hotel isn’t just incompetent, but they’re outright liars. Not just, like, slightly stretching the truth, but shamelessly dishonest. For example, I pointed out to the GM that perhaps the hotel was having some issues with inventory management based on the property selling lots of suites in a portion of the hotel that isn’t even open (suggesting that perhaps this was part of the problem, rather than just “Marriott”).

I pointed out the Aegon Suite was for sale the night before, and he vehemently denied it and said that was impossible. Guess what the hotel is once again selling for tonight? The Aegon Suite, in a wing that isn’t even open, and won’t be open for months. I thought it was impossible for that to happen, no?

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I’ve had several people who work in operations at Marriott properties reach out to me regarding this, and across the board they’ve said that the revenue management of a hotel (or their regional revenue management) control inventory, and that once a suite night award is confirmed, it’s confirmed. They’ve all claimed that this likely wasn’t Marriott’s fault. Of course I’m also reaching out to Marriott corporate to clarify.

Responding to the Aegon Mykonos’ points

TripAdvisor lets hotels respond to guests, but doesn’t let guests respond back to hotels (which is fair enough), so I’ll take the opportunity to do that here. Let’s go through the hotel’s response line-by-line.

The day prior to your arrival during your online communication with our guest experience team, they mentioned to you that for your first reservation there was no availability for the specific suite and we could either upgrade you to an Aqua Suite Revive or to a Horizon room Revive with a sea view and for your second reservation we did confirm the upgrade to the Infinity Suite Revive. These are 2 different upgrade options both of which you refused.

The first part we can more or less agree on. Well, except for the fact that I wasn’t offered my pick of two upgrades, I was offered my pick of two downgrades compared to my confirmed reservation.

We also proposed to return your SNA, include breakfast which was not in your reservation and give you points.

Yeah, not quite:

  • Of course I’d get my suite night awards back if I didn’t get what I had confirmed
  • I am certain that breakfast was never discussed
  • I could be wrong, but it’s my understanding that rates here include breakfast (Marriott’s website is unclear in some cases, but online travel agencies show breakfast included with all rates); even if it weren’t included, as an elite member I could select breakfast as my elite welcome gift, so that’s not much of an offer as well
  • I was offered 750 points for each of the first two nights (which I value at ~$5 per night), which simply isn’t a reasonable offer, especially when there wasn’t even a real apology or acknowledgement of this being a problem to go along with it

Your partner’s reply to our suggestions was that they were “ridiculous” and used sarcasm to verbally abuse our associates.

That is partially correct. When their best and final offer was 750 Bonvoy points, no apology, and blaming Marriott, Ford did say the offer was “ridiculous.” They’re really grasping at straws if that’s what they’re trying to point out.

At the end of our interaction we explained that we were very unsatisfied, and the GM responded “we strive for customer satisfaction.” At that point Ford did call him incompetent, because, well… he was. Using “sarcasm to verbally abuse our associates?” Yeah, no.

Upon your check-in we showed you all the available rooms, however you chose not to accept any option we proposed and when we asked what we could do to make your stay better, your reply was that in case we do not grant your first reservation as complimentary as well as offer you more points as compensation, you would write a bad review.

No, no, no, no. This hotel is straight up lying, it’s unbelievable:

  • The absolute most I would have ever expected the hotel to do would be to refund the points for the first two nights, I never in any way suggested the first reservation should be “complimentary” and that I should get points as compensation on top of that, that’s ridiculous; and at the end of the day my record reflects that, as I haven’t requested any compensation from any Marriott property in a very long time
  • Or maybe this is the GM again talking about how points stays are “complimentary” to him?
  • I never have and never will tell a hotel that I would write a bad review if they don’t do what I want, and it’s just not in my nature; I swear on my life I never said that

The hotel suggesting that I wanted all my points back and more compensation on top of that, all while suggesting that I blackmailed the staff with a negative review, has no basis in reality. In the posts prior to arriving at the hotel I didn’t even mention the hotel by name so that I wouldn’t get on their radar, and clearly throughout my initial interaction they had no clue I was a blogger (which is my goal when I travel). Clearly the hotel is grasping at straws to defend itself here. The staff only caught on after I checked in, which was the point at which the person we believe to be the owner aggressively approached us.

Regarding the powerlines, we have to point out that Mykonos has a fast pace construction development that is why you may see those differences – we are working with the municipality for their subterranean deployment.

To be clear, this portion of the hotel is brand new, and opened for the first time two weeks ago. But the hotel is claiming that these power lines suddenly appeared due to the “fast pace construction development” in Mykonos?

A reader pointed out that the power lines have been there since at least 2011. Seriously, how much more shameless could a hotel be with blatantly lying? Does management at the hotel really think “okay, we’re in a bad situation, maybe if we lie about the power lines we’ll make it all better?”

I keep thinking “well, they can’t possibly be this dumb,” but unfortunately it seems they are. For example, someone at the hotel left a negative comment on my blog telling me to get a life while I was on property without using a VPN. As I’ve investigated this more, I have reason to believe that the person even left the comments with their real initials.

As far as the hotel beach club is concerned, it will be opening in a couple of weeks as all beach usage permits were delayed due to COVID restrictions. We would also like to clarify we do not use others beach clubs pictures as our own and that this comment of yours is false and has no basis.

So I’m sure people can appreciate my confusion here, and perhaps this is an area where I was somewhat wrong. Check out the picture on Marriott’s website of the hotel’s alleged beach club, which is described as “a cosmopolitan beach experience offering a range of bespoke VIP services.” Meanwhile below is what the beach actually looks like.

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A fairly nice beach, but there’s no club

I suppose a beach club may be coming in the future, though I’m curious about the two week timeline, and that doesn’t seem like great managing of expectations.

The mentioned trash bins and the dirt road are part of a public area and are located on the side of the road as placed by the municipality way before the hotel was built. The hotel guests have no direct view of those which you could also realize if you had used our pool, restaurant and lounge area which you did not, since you, unfortunately, never actually stayed with us.

I’ll give it to the hotel for the well played sass in this part at least. For that matter, this level of smugness is exactly what I would expect from the management here.

What’s missing from the hotel’s response

Other than the truth, there are a couple of things missing from the hotel’s response.

First of all, I love how the hotel addresses most of my points, except the unhinged owner (or whoever she is) who lashed out at us in front of the hotel. Minor detail to overlook, no?

Equally interesting, and sadly not at all surprising, is that there’s not a single “sorry,” or “we realize you had a bad experience,” or “this is a learning moment for us.” It’s nothing but lying and blame shifting, which exactly matches my experience on-property.

The hotel acknowledges that it is “regrettable” that they weren’t able to accommodate my “request” (which wasn’t a request, but a guarantee). The hotel also states that they remain at my “disposal,” other than to, you know, actually resolve issues.

How about just saying sorry? Sorry for the initial mistake (regardless of whether it’s the fault of Marriott, the hotel, or an outright lie on the hotel’s part, which I’m increasingly starting to think is the case), and sorry for the abysmal response?

Nope, instead the hotel is just doubling down and justifying everything. And I suppose that’s not surprising when you consider that the owner’s response (or whoever she was) to finding out I was writing negative things online about the hotel was to confront me, tell me I have bad energy, and tell me I was doing illegal things.

This hotel thinks it can bully guests into submission, and I’m here to say that’s not going to happen. I want to be clear — I don’t want anything tangible from Marriott or the hotel. I just want to know what’s going to change so that other people don’t have to deal with this.

I literally feel like I’m on the “Amy’s Baking Company” episode of “Kitchen Nightmares” (like, I’m having flashbacks 15 seconds into this video).

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I know some people have said “well what do you expect in Greece?” Greece gets a bad rep for service, but I don’t find that to consistently be the case. I’ve had some of my best service ever in Greece, and some of my worst service ever in Greece. The hotels we stayed at before and after the Aegon Mykonos were both exceptional, and offered flawless service.

Bottom line

The Aegon Mykonos is continuing to double down, and at this point is just making stuff up. Apparently I wanted the entire stay comped and points on top of that or else I threatened blackmail with a bad review, apparently the power lines have appeared in the past few weeks (even though Google Images shows them as far back as 2011), and apparently Ford “verbally assaulted” staff by calling their offer “ridiculous” when their best offer was 750 points in compensation.

Yet the hotel continues to take zero accountability. Oh, and you know what the kicker is? Looking at FlyerTalk, the hotel did something very similar to someone else over the same dates, and of course also blamed Marriott. I look forward to hearing about her stay, because she claims she has been “scooped” by me and is “warming up [her] typing fingers.” VickiSoCal, we’re ready to hear your story!

I understand it’s the general manager’s first job as a general manager, but perhaps he needs a bit more training, and/or should work at a hotel that doesn’t have anything to do with a loyalty program, or perhaps work in a position where he doesn’t have to provide customer service?

aegon mykonos responds to my tripadvisor review with lies Airplane GEEK Aegon Mykonos Responds To My TripAdvisor Review With LiesSource

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