Galaxy Hotel in Naxos Chora

We booked a Quadruple Room with Pool View and Breakfast at Galaxy Hotel from 18–23 July 2025. However, upon arrival, we were informed that the room we had originally booked was unavailable.

Instead, we were moved for the first night to a Triple Executive Room at Naxos Resort (sister hotel of Galaxy). We were told this would be followed by an “upgrade” to a Family Executive Room for the remainder of our stay. While both rooms were newly renovated and nice, they were smaller and, based on our research, of lower value than what we had initially booked.

The hotel manager insisted it was an upgrade, claiming the Family Executive Room was their best option across both hotels, priced at €400 per night vs. the Quadruple Room we booked at €360. However, this contradicts pricing shown on the hotels’ official websites. We took screenshots on 20 July: the Family Executive Room was listed at €395, while the Quadruple Room we originally booked was listed at €484 per night. The room we booked clearly had a higher value than the one we stayed in.

It was also inconvenient to have to change rooms mid-stay—especially as we were travelling with a child and had to repack and unpack. The hotel did offer us lunch on the first day as compensation, which we appreciated. However, no further refund or adjustment was offered, despite the fact that we were placed in smaller, less expensive rooms for the entire stay.

After we asked multiple times to be moved back to the room we had booked, the manager said the Quadruple Room had a plumbing issue. We understand that unforeseen issues can happen—but we also believe guests should be treated fairly. If we ended up in a lower-value room, we should have at least been compensated for the difference.

To be fair, the hotel’s location, pool area, and breakfast buffet were good. But overall, we felt let down by how the situation was handled and disappointed that the hotel continued to present it as an upgrade when it clearly was not. A more honest and customer-focused approach would have gone a long way.