Spies Reviews 1,540

This is an update from one to 5 with credit to the Sunwing Fanabe Beach staff for being super accommodating after experiencing 2 nights of excessive noise. We were able to switch rooms and have the old room for backup if needed. Above and beyond. Great service from Sunwing, great food and wonderful entertainment for our little one with Lollo and Bernie.

Booking ref 36992427 – Birds Bay, Lesvos, booked via Travelmarket/Spies.
Spies’ own Quality department wrote to me:
“a 2-room apartment means one bedroom and one living area”.
Yet Google Translate (and every normal person) translates “2-værelses lejlighed” as “2-bedroom apartment”.
What we actually received:

one bedroom with twin beds
open kitchen corner with tiny table + small normal sofa (no sofa-bed, no extra bedding)
limited/partial sea view (trees + building blocking most of it)

Had to pay €213 cash on arrival to upgrade to a real two-bedroom apartment.
The exact same physical apartment is marketed as “Two-Bedroom Apartment” by:

Booking.com
TripAdvisor listings
Hotels.com / HotelMix
RealLesvos.com
The hotel’s own English pages

Spies refuses responsibility, says the contract is in Danish, and it’s the customer’s job to understand Danish terminology.
Unless you speak perfect Danish, avoid Spies accommodations – the difference between what Google Translate and the rest of the internet say and what Spies actually deliver is enormous.

Spies travel review from a VERY dissapointed couple.

1. If you are a smoker and would like to relax on your holiday without having to take long walks to a possibly existing smoking area each time you feel like lighting up a smoke - avoid traveling with Spies completely. As it happens ALL of the Spies hotels are smoke free at the pool area. Some of the hotels might have desingnated smoking areas but it’s not a given. Unfortunately we have been very unlucky by choosing a hotel where we thought it would not be a problem to enjoy a cigarette with your drink or morning coffee on a balcony but that was not the case. The hotel we chose was not specified as “smoke-free” hotel as many of the other hotels that we avoided for that particular reason, homepage of the hotel states nothing in these regard as well. By the arrival we realised that there is only one tiny smoking area 150-200m away from our room/pool area. But we kept calm since were sure that Spies would fix the problem by re-accomodating us to another hotel. This is where we got to know that ALL of the accomodation provided by Spies is smoke-free in the pool areas and room balconies.
2. If you will have any issues you of course will be offered to get re-accomodated, PAYING AGAIN FOR THE ENTIRELY NEW HOLIDAY. Taking into the account the smoking issue at our hotel and the fact that apparently ALL of the hotels have very strict smoking policies (we are located on Mallorca, general rules regarding smoking are not that strict, so it’s not something that we would have ever been too concerned about) we spent 2 days looking for another hotel to move to with a better opportunity for a proper beach and access to it (was never the plan, we just wanted to be lazy by the pool all day) but since smoking is not permitted by the pool area, then we could have spent our days on a beach smoking till we turn blue, but it was impossible because the website and the Spies app always kept on changing filter settings, giving technical errors etc. So we called customer service. Long story short - after talking to 5 people and being promissed to be re-accomodated without an extra fee for the rest of our holidays we were left with an offer of 1 hotel option and having to pay 1200EUR for the 5 days we have left of our holiday and the phrase “it is what it is”.

Even though everyone we spoke to has admitted to that it was Spies’ bad in terms of selling the “wrong product” and misleading information on their website absolutely nothing was done about it. Except for the offer to pay for a complely new holiday even though our stay has already been paid for the weeks time. So just a hands up - in case of anything you won’t be re-allocted but offered to pay for days you have already paid for once again, which btw you can do with another tour operator that is more transparent and service oriented. Thanks for the ruined vacation, Spies - we won’t be travelling with you again.

Horrible customer service and services in general. Not answering customer service emails, cancelling trips and useless gift certificates, save the money and use it on another agency. One of the worst experiences I had so far with a travel agency

Our dreamed holidays in Dominican Republic got cancelled due to limited interest.. I wonder how, because our hotel was fully booked and the flight was half-full in mid August already(!). What is worse, no alternative propositions close to planned departure date. NO OFFER, NO SUPPORT whatsoever. They enjoyed our money and we GOT nothing in return. TERRIBLE SERVICE, just HIGHLY DISRESPECTFUL and IMPERSONAL treatment. Not even apologies offered! I would be happy to talk to someone competent, if such a person works there.

We were traveling as a family with two small kids. We were going home at 3:40 at night, but was kicked out of our room at 11 the day before, to our surprise. At this point the idea of an easy and comfortable trip is spending the next 15 hours in the hotel lobby. “Luckily” we were able to pay for another night. Honestly, we were expecting spies to cover this expense, but this is the rules they follow.

From spies page:
Pakkerejse – nemt og bekvemt
Når du bestiller din pakkerejse hos Spies, kan du læne dig trygt tilbage og slippe for bekymringer. Vi sørger for alt det praktiske og står for kontakt til flyselskaber, hoteller osv.

I received a gift card that I didn't wish to use and contacted the customer service. I received a prompt answer and directions for obtaining a refund. I didn't have to contact the person who ordered the card which is a huge plus. Christine from customer support was a really nice and helpful.

We are small family of two adults and two children (age 3 and 1) who booked a package deal with Spies going to Sunwing Kallithea Beach. To be honest, the personnel was friendly and always smiling. To resort was clean and the food was fine. So far so good. When we arrived after a long flight (very early in the morning), transfers and waiting in line to check in, we finally arrived at our hotel room 822 in the posseidon section - a royal family lounge. While the room and view was fantastic, we discovered that we were placed next to an adjacent beach bar, playing music as if you were at a festival. Note: I am aware that we all perceive sound differently, but this was way beyond acceptable. We quickly got hold of the hotel manager and the spies travel guide in charge - but to my surprise, I was met with no understanding and a quick refusal of any compensation. In stead, I was directed to the small disclaimer written online stating “music from a beach bar may be experienced as disturbing (primarily between July and august)”. To be honest, my wife and I missed this little description, but we did never expect the volume of the music to be as invasive as it was. You vulpine clearly hear the music while staying inside the apartment with closed doors. It was totally unbelievable. When we confronted the hotel manager again, not understanding why they label this a family friendly apartment (remember we had two kids with us unable to sleep during the festival playing next door). We then learned from other guests that there were several earlier guests who had moved to other locations on the resort to flee the invasive festival music right next door. Clearly this was a ongoing problem because the hotel staff had printed a piece of paper where they had highlighted to description as mentioned earlier. Considering the price and inconvenience this caused our little family, I think the 1 star is well deserved as SPIES deliberately misinforms its potential guests when booking a hotel room. Make sure to read the small text and the expect x10 what you think it is.

We spent four days at the “festival” room before transferring to a more where location. Dissapointing, also considering the extra fees and charges they still found fair to charge us despite our struggles. Hope this helps anyone considering to book with SPIES

I've been living in Greece for a couple of years and I have to say I was almost touched by the friendliness and helpfulness from the costumer service at Spies. Maybe not perfect but if you are used to Greek rudeness this is unreal service. The waiting time is very long at the moment (more than one hour), that´s why I give 4 and not 5 stars.

Worst company...
Bus driver aggressive
The hotel took 81 euro exstra for nothing because we didnt checkout before 11 PM.. And no one told us that when we came to the hotel.
They also took 27 euro for staying there for 7 days. Like all inclusive ? Bull..sh

a stewardess grabbed our 2.8 year old son in front of me with out notice or any words. It was awful and we all froze and when I crying said it was not okay, she just said oh she had to and went on talking to collegueas. When writing to costumer service they just said she could do that and did not understand the seriousness of the situation. Our son was walking slowly and smiling with be just behind him and a strange lady takes him up fysically without notice. We a chocked and will never fly spies again and hope our son is not to scared to fly again another time, but it will take some talks and us feeling safe enough with the company we fly with.

Avoid buying the trip there. There is no possibility to contact kundeservice at all- Unacceptable!

Terrible customer service. Tried to book a flight from Denmark to Dominican Republic and my card was rejected, and my girlfriend's. When I contacted customer service all they said was they only accepted Scandinavian cards. They would not explain why or let me speak to a manager (Bitten Schmidt). I have never known a travel agency to work so hard to reject money! Absolutely astonishing at how ineffective and bad they are.

Awful customer service or better to say its total absence.
Our request to provide information while on the way to the hotel also in English was just ignored by the representative of spies. She even did not care to explain to us why or come later to us and provide info in English, she just ignored our request and continued speaking in Danish and Swedish. After we complained in the end of the trip, her explanation was that most of tourists are from Scandinavia. We said that we are not and therefore we needed info in English. She could not care less. I also told her she could at least let us know that we should not drink tap water (that little I could grasp with my limited knowledge of Danish) but she said that it is written everywhere in the hotel (it was not!!!) and she would tell us next day. "Great" experience and totally do not recommend. Customer does not mean anything to this company.

Very poor customer service so as trips organized.

god pris gør, at de får 3 stjerner.

Destination: Kreta, Grækenland

It been nice trip last time to Mallorca. We been in alcudia pins hotel. very comfortable and enjoyable holiday place specially family with all age group 2-14. But couldn't find a travel like that anymore from spies.....

spies sunwing er super nice når man rejser med små børn -top lækkert