Suite Azul Cielo de Angels Group Mykonos

We are writing to raise a serious complaint regarding the below booking and request your immediate intervention for a full refund, as this case involves complete service failure, safety concerns, and misrepresentation of the property. Critical Issues Faced by the Guests Upon arrival, the guests encountered an extremely distressing and unacceptable situation: The property was completely non-operational and closed. There was no check-in process whatsoever – keys were casually handed over without any formalities. No hotel staff or reception team was present. A maintenance worker was instructed to hand over the keys, who had no knowledge of the booking or hotel operations. The manager, who was supposed to receive the guests, was not even present in Mykonos, and had remotely instructed maintenance staff to handle the situation. Further, the property was clearly under active maintenance: The hotel was under maintenance with multiple maintenance teams working throughout the property. The pool was under maintenance. There was not a single trained hotel staff member available, only maintenance workers across the premises. Additionally: The rooms were extremely unclean and in unacceptable condition. The restaurant and all services were closed. The overall environment was unsafe, unprepared, and completely unfit for guest stay. Unacceptable Behavior by Property When the guests requested to be accommodated in a livable and operational area, the request was outrightly refused. When they stated that they cannot stay in such conditions and requested a refund, the manager: Instructed the maintenance staff to not allow the guests to stay even temporarily. Forced them to leave immediately without any assistance. The main gate of the property was locked, leaving the guests outside on the road with their luggage.