Sun star Leisure - www.sunstarleisure.com

The address of the hotel on all documents provided was completely wrong , consequently the taxi driver could not find it.

Having arrived in Crete at 1AM the taxi driver after asking at various hotels finally located the hotel we were booked in approximately 35 kilometers away at 5.30 AM and because of the frustration involved charged 150 euros, for which Sunstar Leisure have yet to compensate us, and it is impossible to get a response from them.

We (my husband, daughter 8 and son 5) recently went on a last minute holiday with Sunstar Leisure and had an absolutely wonderful holiday.

I felt concerned before leaving that they were not ABTA recognised but they booked the best we could possibly ask for - Thank you!

I will keep it brief as I have just got a reply from my 4 page complaint to Sunstar Leisure and am now consulting a solicitor. I did not discover all the negative comments about this company until it was too late and just cannot believe they are able to continue the way they do.

I booked what was described both on their website and verbally by the sales staff as a luxury 5* hotel with spa.

The level of service and the whole experience were absolutely appalling and never in a million years can this be described as a 5* luxury hotel. Sunstar say Greek standard is different, I beg to differ having stayed in correctly categorised 5* in Greece. To give an idea of how frugal and unhygienic they were, any part used bottled water from tables was saved, then they would fill carafes up for the so called SPECIAL restaurant downstairs. Not really surprised now that 6 days were spent with food poisoning

Major problems were:

Rudeness by most of staff

Same food every meal time and substandard for a 3* let alone 5 allowed a special meal once a week in poolside restaurant. Described as a superb 4 course fish speciality, when I tried to give my cutlery back after the first course the waiter placed it back for my remaining courses!

Hotel and accommodation in need of repair and a good clean

Broken unlit paths back to our room

Sunstar misleading over late checkouts and in reality this was a 13 night holiday costing us a 100 euros for late check out

Trying to phone Sunstar for assistance back in UK (as no local rep was available for the 2 weeks ) they didn't even call back and left us to check travel back to the airport if we hadn't we would be still there waiting for Sunstar to do so.

They cannot be allowed to carry on this way. Not to sound pompous but if you have not been to a 5* hotel I can see how some have left positive comments but I would defy anyone to give a positive review on The Minos Imperial Luxury Beach Resort or SUNSTAR LEISURE.

DO NOT stay with Sunstar Leisure. Their pictures and descriptions can be misleading. All inclusive doesn't necessarily mean all day!! In fact, the hotel we were in, is only all inclusive for bar snacks and ice cream, for 1 hour!

Other than at the meal times, you have to pay for your food, and trust me, even at meal times you would wish you ordered delivery pizza.

There are various problems that I won't go into, but include food, not enough poolside beds, cleanliness etc... however, the worst of it, is their customer service. They do not answer their phones, and when you do get through, they cannot help as they have a policy not to investigate complaints until you return.

They are an incredibly frustrating cowboy operation - DO NOT BOOK WITH THEM!!

If anyone wishes to contact me about their bad holiday experience with Sunstar my email address is [email protected] I am setting up a campaign for full compensation for passengers involved in holidays to Crete from 5th August to 12th August