Neptune Luxury Resort

Such a greedy company. They basically charge you to use the swimming pool. You have to pay for a place under an umbrella.
The service is the kind of “ I will see what I can do”
but never come back to you.
The beach close by is basically stone.
The rooms are okay but not good enough for the price.
The food at the “steak house” is bad. I ordered a picanha and it tasted like old game meat and was hard as a horn.
My room was close to a theater and the noise was unbearable. It was 10:30 pm and I couldn’t even listen to my phone. I called the front desk and the answer was I will see what we can do. Nothing was done.
I entered the wrong date for a reservation and minutes later I called to correct the dates. They charge me for all of the days that I entered anyway.
Strange rules at the check-in.
It is not worth it for the price.

This is a stunning resort with equally stunning vistas across the ocean. It has excellent facilities, along with lots going on for children and families. It even has numerous ‘adult only’ areas too, including an adults only pool which was welcome as we weren’t travelling with children.

We received a very warm welcome from a very organised and efficient reception team, and our departure was handled equally as efficiently.

The rest of the staff were just average. As a former hotelier it felt to me like they lacked enthusiasm and any true hospitality culture.
A good General Manager could change this quickly.

We had a luxury ocean view room and it was fantastic with a vast balcony, separate lounge and bedroom, huge bathroom which had a wonderful large shower!

The hotel has a strange restaurant reservation system where guests have to report to a a given desk in the lobby at a specific time of day, and an even stranger restaurant dress code policy for the main buffet restaurant which doesn’t allow shorts or sliders, which seems odd for a beach resort. There are many food and drink outlets, and a more formal dress code could be understood in those, but we struggled to understand why such a policy existed in the lobby buffet?!

All of the food we consumed was of very good quality and breakfast was extensive, however only drip coffee was available, instead of our preferred iced latte.

Another observation is that they could have used modern tech much more, which instantly makes this place feel dated.

I’ve rated 4 out of 5, but as mentioned above a few small changes could easily have made this place a 5.

Room (Main building): (Attention package travelers!) The rooms in the main building do not meet the standards of a 5-star hotel. Additionally, they can be noisy due to the presence of a bar near the main building (Number 7 on the map) that stays open until 1 am. It’s perplexing as to who thought this was a good decision, as the noise from the bar patrons and chair movements can be heard in your room even with the windows closed! Furthermore, the hotel hosts congresses, so expect noisy events at the main pool, which you can witness firsthand from your balcony (unless, of course, your room is on the street side, where you’ll be entertained by noisy buses throughout the day). In summary, the “Standard double room” is not suitable.

Room (away from main building): The rooms away from the main building are very nice.

Service: The service is excellent on all levels, from reception to waiters, housekeeping, and lifeguards at the pools.

Food: We only had breakfast, which was good.

Restaurants on the premises:
– Asia: Very good.
– Italian: Just “OK.” Only go there as a last resort. The bread they serve as a starter tastes like discount “Aufbackbrötchen” and is unworthy. Every dish we tried lacked spices, making the food boring and bland.

Pools: One point I cannot stress enough is that all pools except the main pool are quiet. There is no music or entertainment, which is an excellent choice!

Beach: The beach has many stones and unattractive wave breakers. Unfortunately, this is beyond the control of the hotel.

Nitpicks:
– Jacuzzi: The water was cold instead of hot.
– Twin bed: There was a gap between the mattresses, which I have never seen before.

The hotel and facilities were very good with lots of restaurants and nice public spaces. The resort is huge with 15 min walking times to the parking, and the beach depending where you are staying. The beach is ok – has a lot of waves and seaweed and not the best beach in Kos. The hotel’s sheer size, makes it impossible for the stuff, particularly the reception staff to provide a personalised service so our experience was being largely anonymous in a large hotel which felt very commoditised (including 3.5 Euros for a bottle of water at the beach bar and extra charges to use the beach gazebos!). From a customer service point of view, we were personally very disappointed the hotel did not show a gesture of goodwill (although they were not legally/theoretically obliged to) to help us overcome our travel ordeal of a 27 (rather than 3.5) hour journey to get to KOS due to our flight being cancelled. Despite politely asking the hotel, for extending our stay for 1 night with a small/no charge, given we paid for the first night on a non-refundable price, which we lost due to our flight being cancelled, they did not oblige They also insisted and charged us 50 euro for a late check-out on the last day which was a fraction of what we paid overall and given the hotel’s size, us checking out late made zero difference to them. I fully recognise the hotel was not obliged to do anything given the non-refundable fee we booked, but it is such gestures of goodwill that build up customer loyalty. Our late arrival was out of our control and we would not be compensated by our airline for the night we lost. The hotel staff not being understanding or accommodating made our ordeal worse. We therefore did not receive the outstanding customer service we received at other hotels or by the local KOS people. I would say the room was also a 4 star rather than a 5 star – no premium coffee machine, just an old kettle, and a leaking (despite very modern) wetroom which meant the bathroom/toilet area got messy each time we showered. We had to ask for a conditioner too, and the hotel was initially hesitant, which was surprising for a “5” star. The bed was extremely comfortable , the pillows were very good and the breakfast was very rich and diverse. We would have returned in future, had we received the better customer service, but its corporate faceless nature means we will unfortunately not be returning.

Prices are a rip-off and there is really nothing luxury here. It is very simple: It does NOT deserve five stars.

The only positive aspect is that the personell is very friendly and helpful. The management seems definitely to rip-off the guests.