HELIOPIC HOTEL & SPA ****

Unfeeling Customer Support & Zero Flexibility ​I contacted customer service during a sudden, critical personal emergency to request a brief grace period on my cancellation window while navigating the crisis. Rather than handling the situation with care or basic human understanding, my concerns were completely ignored and dismissed. ​While I respect that terms and conditions exist, a reputable company should offer at least a degree of empathy and support when genuine emergencies arise. Their rigid refusal to engage or offer any leeway shows a complete lack of care for their customers once a payment is made. ​It is incredibly disappointing to see such a prominent company operate with zero compassion. I will be taking my business elsewhere in the future.

Wow - this was our final night after hiking the TMB and we couldn't have picked a better place. The spa area is so wonderful - with a pool, hot tub, sauna, cold plunge and ice cave - something to ease any soreness. The lobby area was a great place to hang out with our group and we enjoyed some drinks and playing games. The rooms were very comfortable and clean. We enjoyed the breakfast which had a great variety of items.

We enjoyed four days here at this lovely hotel, selecting an apartment to have some more space. The apartment block is quite separate from the hotel and facing a road some we had some evening noise from late night revellers. The apartment gave us the space we needed including a well appointed kitchen and lounge area. The hotel spa, swimming pool, steam and ice bath are freely available to guests and a real feature for recovery after a day’s hike. Front desk staff were so friendly and helpful.

Great stay. Super friendly and helpful staff. Coffee in the lobby is just what I needed. They were great helping to arrange our baggage transfer. Very comfortable bed and well-appointed room.

Good facilities, but the service level is inconsistent and falls below expectations for a hotel in this category. Check-in set the tone immediately. The priority appeared to be the bill statement rather than welcoming the guest. I was given a key to Room 404, only to walk in on guests who were already inside and resting. Instead of the hotel apologising to them, I found myself doing so. When I returned to reception to explain what had happened, the response was smiles and apologies, but the incident was treated as though assigning an occupied room was a minor inconvenience rather than a serious lapse in professionalism. The inconsistency in service continued throughout my stay. When I requested assistance arranging transportation to the airport, I was told I was “only staying for one night,” handed a transport company’s business card, and effectively left to manage the arrangements myself. There was little interest in helping beyond redirecting me elsewhere. Ironically, when I later enquired about extending my stay, the level of attention and willingness to assist changed immediately, raising uncomfortable questions about whether the quality of service depends on the perceived value of the booking. The facilities themselves are good, but hospitality should be consistent and respectful regardless of the length or value of a reservation. Hotels can recover from mistakes; treating them as normal, or offering selective service, is far more difficult to overlook.