Even though there were some positive aspects of our stay, we were disappointed by several situations. First, parking was important to us. Knowing how hard it is to park in a busy city like Thessaloniki, we chose this hotel because it offered parking, even though there were many cheaper options. When we arrived, the parking was full and we were told to leave our car on a side street. This was a disappointment regarding the parking service, a key factor for us. During breakfast we also had unpleasant communication. A staff member, from a distance, waved “no, no” at us for the two apples on our table, saying you can’t take food out. The hotel may have rules about taking food from the breakfast area, and I respect those rules; however, I expected a kinder and more direct explanation. Being warned from afar made us feel uncomfortable and embarrassed as guests. Guest experience isn’t just about rules and facilities, but also how those rules are communicated and how guests are treated. A kinder, solution‑focused communication could have made our stay much more positive.
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