Metropole Urban Hotel

We thoroughly enjoyed our stay at the Metropole Urban. The hotel is extremely clean and comfortable and the staff always friendly and helpful. The location is excellent – from right outside to at most a 10-minute walk, you can find countless great restaurants and plentiful shopping in the old town, not to mention the beautiful church adjacent the hotel on the square. It’s only a 10 to 12-minute walk to the Heraklion Archeology Museum and just a bit father to stroll to the port. The generous breakfast was a delight and a great way to kick off the day. We would certainly book the Metropole again for a return stay

My husband made a reservation at Metropolitan Urban Hotel in Heraklion but accidentally booked it for one day later than intended. He realized the mistake immediately and called the hotel to ask if it could be moved one day earlier. The hotel said there was no availability, which we accepted, but when he asked if the reservation could be canceled and refunded, they told him to contact Booking.com. He did, and Booking.com contacted the hotel — but the hotel declined the request. We understand that policies exist, but he acted right away and explained everything clearly. Unfortunately, the hotel was not willing to help at all, which left us quite disappointed. Based on this experience, we wouldn’t choose to stay here again.

Subject: Concern Regarding My Reservation and Lack of Support Dear Metropolitan Urban Hotel Team, I am writing to express my disappointment regarding an issue I experienced with a reservation I made at your hotel in Heraklion. Unfortunately, while booking, I mistakenly selected the date one day later than I had originally intended. As soon as I realized the mistake, I immediately called your hotel to explain the situation and asked whether it would be possible to change the reservation to one day earlier, which was my intended check-in date. During the call, I was informed that there was no availability on the day I actually wanted. I then asked if it would be possible to cancel the reservation and receive a refund, but your staff advised me to contact Booking.com directly, which I assume was based on your policy or agreement with them. Following your advice, I contacted Booking.com and asked them to reach out to your hotel on my behalf. I later saw that the hotel responded negatively to their request and declined any changes or refund. I understand that policies exist, but considering this was an honest mistake that I attempted to rectify immediately, I was hoping for a more understanding and flexible approach. Unfortunately, I did not receive any helpful solution from your side, which was disappointing. I kindly ask you once again to reconsider either changing the reservation date or processing a refund, as the booking was not used and I acted in good faith to resolve the issue promptly. Sincerely, Serhan Akın