Frequently Asked Questions

Where exactly is the hotel located?

The Resort is located east of the city of Heraklion, where the main airport is situated, approximately 17 km away. It is also just 300 meters from the sandy beach of Kato Gouves.

How is the weather now in Crete?

You can check the current weather conditions and latest forecast here:
https://weather.metoffice.gov.uk/forecast/sw3c5c7n7#?date=2026-05-05 Please note that weather conditions can vary, so we recommend checking the live forecast before your arrival.

Is there a public bus and where is the bus stop?

There is a bus service running in both directions (Heraklion and Hersonissos) approximately every 20 minutes. The bus station is located about 500metres away on the main road.
You can view the timetable via KTEL Heraklion-Lasithi Bus Service here: https://www.ktelherlas.gr/en/timetables 

Nearby Things to Do

CRETAquarium

Discover the fascinating world of the Mediterranean Sea at one of Europe’s largest aquariums.
Home to over 2,000 marine species, CRETAquarium offers a unique opportunity to observe everything from majestic sharks to delicate seahorses and mesmerizing jellyfish.
Located just 2.5 km from the Resort
Opening hours: Daily 09:30 – 19:00

Dinosauria Park

Step into a prehistoric adventure where dinosaurs come to life through realistic sounds and motion effects.
A fun and educational experience for all ages, featuring over 50 life-sized dinosaurs, interactive exhibits, fossil digging, and immersive 5D & 7D cinema experiences.
Located just 2 km from the Resort
Opening hours: Daily 10:00 – 18:00

Palace of Knossos

Explore the legendary Palace of Knossos, the largest Bronze Age archaeological site in Crete and the center of the Minoan civilization.
Renowned for the myth of the Labyrinth, the Minotaur, and the story of Daedalus and Icarus, this iconic landmark offers a captivating journey into ancient history and mythology.
Located approximately 21 km from the Resort

What time is check-in?

Check-in time is from 14:00. For guests arriving earlier, a luggage room is available to store belongings until the room is ready. All-Inclusive services are offered complimentary from the moment of arrival.

What time is check-out?

Check-out time is at 11:00.
A luggage room is available for storing your belongings until your departure time.

How will I be informed that my room is ready?

Upon arrival, you will receive a QR code from reception to connect to the hotel Wi-Fi and download the hotel application. By enabling notifications, you will be informed as soon as your room is ready. You may the proceed to reception to collect your keys.

How can I arrange a late check-out on my departure day?

Late check-out is subject to availability and incurs an additional charge. Prices vary depending on the room type and period. Please contact the reception to request it. Availability can be confirmed one day prior to departure after 18:00.

How can I pay for late check-out?

Payment can be made at the reception either by card or cash.

Is there any charge payable upon arrival?

Yes, the Climate Resilience Tax is payable upon arrival and amounts to 15€ per room, per night.

How can I arrange transfers from the hotel?

The hotel operates a minivan service, subject to availability and extra charge. Please contact reception for availability and pricing. Alternatively, we can arrange a Taxi Service for you.

Is Wi-Fi available at the hotel? Is there any charge?

Yes, Wi-Fi is available throughout the hotel, including rooms and public areas, and is provided free of charge for all guests.

How can I rent a car?

A car rental office is located in the reception lobby and operates daily from 09:00 to 21:00.

How can I book excursions form the hotel?

Most travel agencies have representatives visiting the hotel who can assist you with excursion bookings. If not, our reception team will be happy to provide you information and assistance.

How often are the rooms cleaned and the linen changed?

All the rooms are cleaned daily, while linen is changed three times per week.

How can I get pool towels? Is there a cost?

Pool towel cards are issued at the reception and can be exchanged for towels at the Spa.
Towels can be refreshed daily between 10:00 and 18:00 at the Spa. This service is provided free of charge.

Is there a doctor available at the hotel?

A doctor visits the hotel daily except Sundays at a designated place and time at an extra charge. Guests are advised to have their insurance documents with them. Additionally, a doctor is on call 24/7 for emergencies.

Where is the nearest ATM?

An ATM is located directly opposite the hotel entrance.

How can I reach the beach?

Upon exiting the hotel, turn left. After passing the next hotel, you will find the beach on your right-hand side, approximately 300m away from the reception.

What type of beach is it?

The beach is primarily sandy, both on the shore and in the water, offering easy and comfortable access for swimming. However, depending on weather conditions and sea currents, pebbles may occasionally appear along the shoreline or in the water.

Are pets allowed at the hotel?

Unfortunately, pets are not permitted at the hotel

Does the hotel organize special occasions such as birthdays or anniversaries?

Yes, the hotel can arrange special occasion services such as birthdays, anniversaries, and other celebrations. Please contact our Events or Reservations Department for further information and arrangements.

Does the hotel provide baby cots?

Yes, baby cots are available upon request and free of charge. Please note that baby cots are not available in Swim-Up rooms

Is there a place to shower after check-out if I have a late departure?

Yes, the hotel offers a courtesy room where guests can shower and freshen up after check-out.
This service is available 24 hours a day and free of charge

Is there a mini market at the hotel?

Yes, the hotel features a mini market, conveniently located directly opposite the reception area. It operates daily from 07:00 to 23:00.
The mini market offers a variety of items, including snacks, beverages, basic essentials, toiletries, beach items, and souvenirs, ensuring you have everything you may need during your stay.

Is there a pharmacy nearby in case I need medication?

Yes, the nearest pharmacy is located approximately 800 metres from the hotel.

Is there a microwave available for guest use?

Yes, a microwave oven is available in the main restaurant for your convenience. It is accessible throughout the day and can be used, among other things, to heat baby food.

Is parking available at the hotel?

Yes, the hotel offers parking facilities for guests and is located 200 meters from the hotel entrance.

How far is the hotel from the airport?

The hotel is located 17Km from the hotel, approximately 20–30 minutes by car from the airport, depending on traffic.

What type of beach is nearby?

The nearby beach is a sandy beach, ideal for families and children.

Are sunbeds and umbrellas available at the beach? Is there a charge?

Sunbeds and umbrellas are available at the beach and are usually provided at an additional charge, as they are operated by external providers.

Is there a dress code for the restaurants?

Yes, a smart casual dress code is required during dinner.
Swimwear, flip-flops, and sleeveless shirts for men are not permitted.

Is there 24-hour reception service?

Yes, the reception operates 24 hours a day and is always available to assist you.

What is the smoking policy?

In accordance with Greek legislation, smoking and vaping are strictly prohibited in all indoor areas of the Resort, including guest rooms.
Smoking and vaping are permitted only in designated outdoor areas.
Please note that the outdoor areas of all restaurants are also non-smoking and non-vaping zones.

Does the hotel offer rooms with connecting doors?

No, the hotel does not offer rooms with connecting doors.
However, we do provide family rooms with two separate bedrooms, each featuring its own air conditioning unit and TV, ensuring comfort and privacy for all guests.

Do all buildings have elevators?

No, not all buildings are equipped with elevators. A total of six buildings offer elevator access. Please note that all buildings have a maximum of two floors, ensuring easy access throughout the resort.

Is it possible to book two different room types and have them located next to each other?

No, this is not possible, as each room category is located in its own designated section within the resort.

Are there any age restrictions for certain room categories?

Yes, for safety reasons, children must be over 5 years old in order to stay in Swim-Up rooms.

Do the rooms have a safe box?

Yes, all rooms are equipped with a safe box, which is available free of charge for all guests.

How often is the minibar refilled and what does it include?

The minibar is refilled every second day. It includes: One small bottle water per person, One soda water, one sparkling orange drink, one still orange drink and one cola.

Is the hotel suitable for guests with reduced mobility?

Unfortunately, not entirely. The hotel offers some facilities for guests with reduced mobility; however, due to the resort layout and limited elevators, it may not be fully accessible in all areas. Resort rooms are not equipped with handicapped-accessible bathrooms.
Please contact the hotel in advance for detailed information.

Is there air conditioning or heating in the room?

All rooms are equipped with individually controlled air conditioning units, allowing you to adjust the temperature to your preference for both cooling and heating.

How often are the rooms cleaned?

Rooms are cleaned daily. Please note that this schedule may be subject to change without prior notice.

Does the hotel provide an iron and ironing board in the room?

Irons and ironing boards are available upon request through Reception, subject to availability. These items will be delivered to your room and collected once you have finished using them. lease note that Premium room categories are equipped with an iron and ironing board, conveniently located inside the wardrobe.

How can I book a room?

You can conveniently book online, by phone, or by email.

What are the advantages of booking directly?

When booking directly through our website, by email, or by phone, you enjoy exclusive benefits such as:
• Best price guarantee
• Complimentary return transfer from the Resort to the airport

What payment methods are accepted?

We accept cash, bank transfers and credit cards Visa, Maestro and Mastercard.

How do I receive my booking confirmation?

Your booking confirmation will be sent to you by email from our reservation department shortly after your reservation is completed.

Can I change my booking after it has been confirmed?

Yes, changes may be arranged, subject to availability and the conditions of your reservation.

What are the opening hours of the main restaurant?

Breakfast: 07:30-10:30
Late Breakfast: 10:30-11:00
Lunch: 12:30-14:30
Dinner: 18:30-21:30

Is there an a la carte restaurant?

Yes, the Resort features two à la carte restaurants, one Greek and one Asian, both included in the All-Inclusive program (one dinner per stay in each). Please note that beverages are charged separately, and advance reservation is required. Operating hours: 18:30-21:30 (closed on Sundays)

How can I book the a la carte restaurants?

All guests are entitled to one complimentary dinner at each of our a la carte restaurants during their stay. Reservations can be made via the hotel application or at the reception.

Can I request lunch basket for an excursion day?

Unfortunately, due to health and safety regulations, lunch baskets are not available.

I depart very early in the morning. Can I have breakfast?

Yes, the hotel offers an early breakfast from 05:00 upon reservation. Please place your request at the reception no later than 20:00 on the previous day.

Does the hotel have bars?

Yes, the Resort features a total of seven bars. Operating hours vary for each outlet, and all bars are open daily. Please note that some bars may remain closed due to weather conditions, while others operate seasonally and may open later in the season according to the hotel’s policy.

Does the hotel cater for allergies or special dietary requirements (e.g. gluten-free, lactose-free)?

Yes, the hotel can accommodate allergies and special dietary requirements upon request, such as gluten-free and lactose-free options. Please inform the reception upon arrival, and our chef team will take care of your requirements accordingly

Are there vegetarian or vegan options available?

Yes, a selection of vegetarian dishes is available, and vegan options can be prepared upon request to meet your dietary needs.

What are the operating hours of the All-Inclusive program?

The All-Inclusive program begins at 07:30 with breakfast at the main restaurant and operates until 23:00. Please note that alcoholic beverages are served from 10:00 onwards.
After 23:00, all beverages are charged according to the bar price list.

What drinks are included in the all-inclusive package?

The all-inclusive package includes a wide selection of beverages, such as: Branded imported alcoholic drinks, cocktails, all types of coffee and tea, draught beer and house wine, soft drinks and juices, local spirits including ouzo, tsikoudia, brandy and liqueurs. Please note that champagne, bottled wines and all premium drinks are available at an additional charge.

Do All-Inclusive services continue after check-out?

Yes, guests may continue to enjoy All-Inclusive services complimentary until their scheduled pick-up time.

What is included in the all-inclusive package?

Full details of the all-inclusive package, including included items and extra charges, are available in the hotel application under the relevant section.

All-Inclusive Schedule

You can download the full All-Inclusive schedule here for detailed information on operating hours and services.

How many Water Parks does the hotel have?

The Resort offers three dedicated water park areas, designed for different age groups:
• Aqua Park with large water slides for children aged 6+ and adults
• Slide & Splash Water Park for children aged 4+
• Mini Water Park with water toys for younger children (2–6 years old

How many swimming pools does the hotel have?

The Resort features a total of 23 swimming pools, including shared pools and children’s pools. All swimming pools use fresh water.

What are the operating hours of the water parks?

The Water Park and Splash Park operate daily from 11:00 to 18:00
The Mini Water Park operates from 10:00 to 18:00. Please note that all facilities operate according to weather conditions.

Are there any restrictions for using the water park?

Yes. Children must be at least 6 years old and have a minimum height of 1,20 meters to use the Aqua Park with large water slides.

What are the opening hours of the pools?

All swimming pools operate daily from 10:00 to 18:00, subject to weather conditions.

Is there a heated pool at the hotel?

Yes. The main pool, located next to the main bar, is heated during the following periods:
01 April – 15 May
01 October – 31 October

Is there an indoor pool at the hotel?

Yes, the hotel features an indoor pool, located right next to the Splash Park. The pool is heated during the following periods:
01 April – 15 May and 01 October – 31 October

How can I find out about the activities taking place in the hotel?

Information boards are located at the entrance of the main restaurant and next to the Mini Club, displaying the daily animation programm and evening entertainment. You can also view the full programm in the hotel application under the “Animation” section

Are there sports and fitness activities available at the hotel?

Yes, the hotel offers a wide range of sports, fitness, and recreational activities designed for both adults and families. Facilities include:

A padel court (free of charge; equipment such as rackets and balls is available at an additional cost), a mini football pitch, a mini soccer & Volleyball court, table tennis and darts.

In addition, our animation team organizes daily fitness and wellness activities, such as: Yoga, Zumba, Aerobics, Stretching sessions, etc.

Does the hotel have a Kids Club?

Yes, the Mini Club operates daily from 10:00 to 18:00 and is designed for children aged 4 to 12 years. It features both an indoor area and an outdoor playground for children to enjoy.

Can children under 4 years old visit the Mini Club?

Yes, children under 4 years old are welcome, but only when accompanied by a parent or guardian

What activities are available for children?

The Resort offers a wide range of activities for children, including an outdoor playground, the Adventure House, and the Mini Club. In addition, a Mini Disco takes place daily from 20:30 to 21:00, along with various entertainment and animation activities throughout the day.

Are high chairs available for toddlers in the restaurant?

Yes, high chairs are available in all our restaurants.

Does the hotel provide babysitting services?

No, babysitting services are not available at the hotel.

Is the Spa included in the all-inclusive package?

No, the Spa is operated by an external partner and all services are at an additional charge. Information regarding treatments and pricing is available at the Spa reception.

Does the hotel have a gym? What are the opening hours and age restrictions?

Yes, the hotel features a fully equipped, modern gym, located within the Spa area.
The gym is open daily from 10:00 to 18:00 and is free of charge for guests.
Please note that access is permitted for guests aged 16 years and above.