Stella Palace Aqua Park Resort

We had a fantastic stay at Stella Palace in Crete and would happily recommend it to anyone looking for a relaxing all-inclusive holiday by the beach.

The resort is beautifully maintained, with stunning pools, and a clean, modern feel throughout. Our room was spacious, comfortable, and kept spotless by the housekeeping team each day.

The staff were one of the highlights of our stay. Everyone was friendly, welcoming, and always happy to help, which made us feel at home from the moment we arrived. A special mention has to go to Greta and Clara from the animation team, who were absolutely amazing throughout our holiday. They brought so much energy and enthusiasm to every activity, always encouraging guests to join in without ever being pushy. They took the time to get to know everyone, remembered people’s names, and made every guest feel included. Whether it was organising daytime activities or helping create a fun atmosphere in the evening, they were always smiling, professional, and genuinely passionate about what they do. They played a huge part in making our holiday so enjoyable and memorable.

There was a great variety of food available, with something to suit every taste. The themed restaurants were a nice addition and worth booking if you get the chance. The drinks and snacks were also plentiful throughout the day.

The pool areas were excellent, with plenty of sun loungers and a relaxed atmosphere. There were also lots of activities and entertainment during the day and evening, making it easy to stay entertained without leaving the resort.

Overall, Stella Palace exceeded our expectations. It’s an excellent choice for families, couples, or anyone wanting a stress-free holiday in Crete. We left feeling relaxed and would definitely return in the future. A big thank you to Greta and Clara for making our holiday extra special—we hope to see them again on our next visit!

We arrived at 2:30am with two children and my mother and were placed in a room different to the one booked. We didn’t actually know that to be the case, and desk staff Nikos did not communicate this to us. Although the management told us it WAS told to us - which simply just was not true. We were essentially being called liars. Had I known the room was temporary, I would have been unhappy at check in and asked to be put in the correct room. I also wouldn’t have unpacked and settled everything. This room just so happened to be an upgraded one (was not communicated at check in). No one informed us this was temporary. We unpacked, settled, and assumed this was our room for the week.

The following morning we were told to move. When we raised concerns, we were met with dismissiveness from Assistant Manager Anna Maria. We were told the room they gave us was “double the price” of what I paid. We didn’t ask for the upgraded room! Both of my children are neurodivergent, so it was a big deal having to repack and move rooms. There was no understanding given towards this. They had put us in the wrong room, and it became our problem as guests. Manager George confirmed there was no alternative. We had no choice but to move mid-holiday through no fault of our own — despite the hotel having 18 months since booking to prepare our original room. We were offered the following day a 30 min massage, a promise of “trying” to get us a late check out, and booking for an à la carte I couldn’t get via the app. All well and fine, but it didn’t solve the problem of having to move and the upset that would cause as a result. While I appreciated the attempt to “make it right”, we should have been given the correct room or at least allowed to stay in the one they gave us. They loved to use the excuse of being at “full capacity”.

What happened next was genuinely shocking. After sending a polite formal complaint email to the hotel, I received a threatening phone call from George to my mobile after WhatsApping me. He raised his voice and expressed the owner’s anger at my complaint. I was informed by George that the owner said if I was not happy with the goodwill gestures and intended to write a negative review, then these gestures would be removed from us. As a result - I did not use the massage as I felt uncomfortable doing so. The threats and attitude were incredibly alarming and uncomfortable.

As a single mother who saved for this holiday as essential rest and respite, spending days of my holiday stressed and dealing with management rather than enjoying time with my children was unacceptable.

On our final day, the promised late checkout became a battle. We were asked to sign a contract — something my mother was never asked to do on a previous stay — with the wrong name and dates on it. Clearly showing the level of incompetence of management. Anna Maria refused to hand it to me herself, staring angrily while someone else delivered it.

I will add that my mother stayed here two years previously. George brought this up as if we are a family looking for freebies. I can confirm this isn’t the case. My mum complained on her previous trip as she arrived late at night, and their room had no bedding. As it was so late, they were only given a sheet to sleep with as no other staff were around to gather proper bedding. Not exactly a 5 star experience!

We also endured noise from the pool bar at night but felt too uncomfortable to raise it given how we had already been treated.

The hotel is beautiful, but definitely not 5 star worthy. There’s only one pool towel hut which is at the top of the hill at the water park. You can also only get one clean towel a day. The noise from the pool bars at night is like being in an Ibiza rave, and not family friendly

The one saving grace is the À la carte restaurants. They are absolutely incredible. A special mention to Richard at the Mexican restaurant! He was a genuine gem, and a wonderful staff member that they are lucky to have. I’m just sad I have to write this under a 1 star review - but it doesn’t reflect him or his service. He really took care of us.

Overall I wouldn’t stay here again, nor would I recommend it. I overheard a lot of complaints while we were there, and it’s clear they don’t make it to Tripadvisor due to being threatened by management if you do. Guests should feel able to raise concerns without fear of intimidation. We did not.