FAQs

Where are you located?

Caramel is located in Adelianos Kampos, on the northern coast of the island of Crete, Greece.

The nearest airports to Caramel are “Nikos Kazantzakis” Heraklion International Airport, located approximately 79 km (49 miles) away, about a 1-hour and a half drive, and “Ioannis Daskalogiannis” Chania International Airport, approximately 70 km (43 miles) away, also about a 1-hour and a half drive. Both airports operate international and domestic flights, offering year-round connections to major European cities as well as frequent flights to Athens and other Greek islands.

For those arriving by sea, the nearest port is the historic Port of Rethymno, located approximately 4 .7 km (about 2.9 miles) from the hotel, with a drive time of around 10 minutes. The port offers regular ferry connections to mainland Greece.

How far is the main town?

Caramel is located 4 km (2.5 miles) from Rethymno Town, approximately a 15-minute drive. Chania Town is about 65 km (40 miles) away, with an estimated drive time of 1 hour and 10 minutes. Heraklion Town is approximately 79 km (49 miles) from the resort, around a 1-hour drive.

What is the weather like?

Crete enjoys a Mediterranean climate with hot, dry summers and mild, wetter winters. Summer (June–August) sees average temperatures between 27°C and 30°C (81°F–86°F), with up to 12 hours of sunshine daily, perfect for beach activities. Spring (March–May) and autumn (September–October) are warm and pleasant, with minimal rainfall, making them ideal for sightseeing and outdoor exploration. Winter (November–February) is mild, with average temperatures ranging from 10°C to 15°C (50°F–59°F) and occasional rain. Coastal breezes in summer help keep temperatures comfortable.

What Time Zone is followed?

Greece follows GMT+3 during the summer months (from late March until October) and GMT+2 during the winter months, due to the daylight-saving time change.

How do I get there?

Caramel is easily accessible by car from both Chania International Airport (CHQ), approximately 70 km (43 miles) or about 1 hour and 30 minutes, and Heraklion International Airport (HER), approximately 79 km (49 miles) or about 1 hour and 30 minutes. Rental cars, taxis, and private transfers are available from both airports.

Are private transfers available?

Private luxury transfers to and from the hotel are available upon request and at an additional charge. A selection of premium vehicles is offered to suit your preferences. To arrange a transfer, please contact our Reservations Department at [email protected], and our team will be pleased to assist you.

Are there any complimentary shuttle services available to/from the hotel?

The hotel does not offer a complimentary shuttle. However, we can arrange private or shared transfers or book a taxi for an additional fee. For assistance, contact our reservations team via e-mail at [email protected].

What modes of transportation are available at the destination?

Rental vehicles, including cars, motorbikes, and e-bikes, can be arranged directly through the hotel’s reception. Taxis are available 24/7 and can be ordered via the front desk, with an average waiting time of 10–15 minutes.

A public bus service also operates with a stop right outside the hotel (Adelianos Kampos stop), providing easy access to Rethymno Town, located approximately 6 km (3.7 miles) away. Buses typically arrive at Rethymno (the main bus station area) in around 20 minutes. Services are operated by KTEL Chania–Rethymno, with schedules varying by season. Timetables can be provided at the front desk or online. Tickets cost approximately €2 and can be purchased directly from the driver (cash only, exact change recommended).

What are the check-in and check-out hours?

Check-out: 11AM
Check-in: 3PM

What documents or items are required at check-in?

Kindly present your ID card or passport and the credit card used to book your reservation.

Can I arrange an early check-in or late check-out?

If the room is unoccupied, early check-in or check-out may be possible. However, to guarantee availability for early morning arrivals or late evening departures, booking an extra night is recommended. For late check-out, guests may inquire at reception the day before departure; options and charges vary depending on availability.

Can I use the hotel facilities before check-in or after check-out?

All hotel facilities are available to Caramel guests from the moment the check-in process is completed. Following check-out, guests may request to keep their account open to include additional charges. If the account is settled at check-out, guests may still use the facilities for the remainder of the day, with any additional services paid for directly.

Are luggage storage services available?

The hotel provides a dedicated luggage area where we can safely store your bags and personal belongings before check-in or after check-out.

Are twin beds available?

All our rooms are equipped with king-size beds; however, these can be separated into two twin beds upon request at no extra charge. Kindly inform us of your preference during the reservation process and prior to your arrival.

What is the size of the extra bed?

All our extra beds are 200 cm (78 inches) in length and 90 cm (35 inches) in width and can accommodate an extra guest, subject to the room’s maximum occupancy policy.

Is there an additional charge for a child staying in the room?

Children up to 12 years of age stay free of charge in their parents’ room, applicable to select room types and during specific periods.

Does the room include complimentary coffee or tea facilities?

All rooms are equipped with Tea & Coffee Facilities, Nespresso coffee machine and pods.

Is it possible to guarantee a specific room number or location before arrival?

Special requests regarding room number, location, and proximity are noted with care and will be accommodated whenever possible depending on room type and availability. We kindly recommend informing us prior to arrival via e-mail at [email protected].

Does the hotel provide an iron and ironing board in the room?

An iron and ironing board is available for our guests and can be delivered to your room for a limited length of time for security reasons. Ironing service is also available at an extra charge.

Is there a safe in the room?

All room types offer a safety deposit box.

Are all restaurants operational?

Yes. All our restaurants are operational throughout the season. In the event of unexpected adverse weather conditions, outdoor seating areas may be temporarily closed for guest comfort and safety.

What meal plans are available?

Our guests can choose between a Breakfast-Only plan or Halfboard. For those staying in a villa, the Dine Club Half Board program is available.

Dine Club Half Board
The Dine Club Half Board offers a flexible and elevated dining experience, available for villas accommodation only. It includes daily breakfast at the Main Restaurant, featuring a variety of buffet and à la carte options with local specialties. Guests may choose either daily lunch or dinner, with a credit allowance of €20 per adult and €10 per child at selected à la carte restaurants across Grecotel Resorts in Crete (reservation required).

For every 7-night stay, guests can enjoy two free à la carte dinners, including the option of one dinner at the famous Agreco Farm Taverna, offering seasonal Cretan cuisine. Drinks and beverages are not included.

What meal plans are available for children?

Children up to 12 years of age enjoy a complimentary lunch buffet at the ‘Tasty Corner’ (12:30–14:00, from mid-June to mid-September), as well as free dining at the main restaurant from a dedicated kids’ menu. Guests aged over 12 are considered adults.

Do you have baby food available? 

For infants aged 0–1 year, baby food can be prepared according to your preferences. Please contact the Restaurant Manager in advance to place your order. Our staff is also happy to assist with warming baby bottles or baby food.

Can you accommodate dietary restrictions?

We are happy to accommodate special dietary requirements, including vegetarian, vegan, gluten-free, nut-free, and halal options. Please inform us in advance of any dietary preferences or allergies so our chefs can tailor your dining experience to your needs.

Are there any dress codes for the restaurants?

We kindly request all guests to adhere to a resort casual attire with appropriate footwear while dining with us.

Evening Dress Code (after 17:00) : Elegant, Smart Casual – Swimwear, sportswear and flip-flops are not allowed.

Can private dinners be arranged?

Create and personalize your own private dining experience, with custom menus and dedicated service in a setting reserved exclusively for your occasion. Available upon request for an additional charge. To arrange this service, please contact our concierge or reach out to the Guest Relations department at [email protected]. Our chefs are delighted to accommodate any special dietary or meal requirements.

Can we book a table in advance?

We recommend booking your restaurant reservations in advance. You may reserve in advance via the Grecotel mobile application, available for download on all iOS and Android devices. Please note that reservation time slots for the upcoming week are upated every Thursday. Alternatively, reservations can be made at the front desk upon arrival or at any time during your stay.

Is early breakfast or a breakfast box & lunch box available?

Yes. Early breakfast is available from 05:00 upon request, ideal for early departures or excursions. Breakfast boxes can be arranged with advance notice; please inform Reception or Guest Relations at least one day prior. Lunch boxes are offered at an additional cost of €20 per adult and include a balanced selection suitable for travel or excursions. For all options, please ensure requests are made in at least one day prior to allow proper preparation.

Do you have a spa?

Yes. A Wellness Center.
For more information about available treatments, services, and spa regulations at Caramel Wellness Center, please refer to the following link: View treatments >

Do we have to book the spa in advance?

While it is not necessary to book in advance, we recommend booking Caramel Wellness Center treatments and massages at least a week in advance. To make a reservation, you can use the Grecotel Mobile App (available on the App Store and Google Play), email [email protected], or call +30 28970 41103 to guarantee your preferred timing.

What are the spa facilities?

The Caramel Wellness Center features a massage room with two massage beds and a beauty salon. A range of therapies and treatments is available, including massages, body rituals, and beauty services.

Do you have male therapists?

Yes, male therapists are available at the Caramel Wellness Center.

Do you have a gym?

Yes, the resort offers a well-equipped indoor gym with modern cardio and strength-training equipment.

Do you have a salon?

While we do have a beauty salon on-site, we only offer manicure and pedicure treatments as well as waxing treatments. Should you require hairdressing services, we will be happy to arrange a professional hairdresser upon request. For further details on available treatments and spa offerings, please refer to the below link: View treatments >

Do you have a kids club?

Our Grecoland kids club is a dedicated, fully equipped space designed for children aged 4–12, offering a variety of creative and educational activities supervised by trained staff. Children aged 3 years old and below are also welcome to use the kids club with the presence of a parent or legal guardian. The club operates six days a week throughout the season.

Do you provide special amenities for babies and toddlers?

Yes. Our GrecoBaby service provides a wide range of amenities for infants and toddlers (aged 0–3 years) to ensure a comfortable stay. Items can be requested in advance by completing the Grecobaby Form .

Are babysitting services available?

Yes. Babysitting services are available at an additional cost and can be arranged through our reception. View babysitting terms & conditions.

What indoor & outdoor activities are available?

We offer a wide range of indoor and outdoor activities for all ages. Outdoor options include mountain biking, horse riding, tennis and padel, e-bike tours, and guided excursions such as safari trips or visits to local cultural sites. Indoor activities include yoga and Pilates classes, personal training sessions at our on-site gym, kids’ culinary workshops, cooking and cocktail classes, and family photo sessions. Guests can also enjoy access to The Kingdom of Poseidon Aqua Park at our sister hotel.

What types of water sports activities do you have?

Guests can enjoy professional motorized watersports, sailing, waterskiing, wakeboarding, pedal boats, canoes, as well as fun rides like banana boats and inflatable rings.

Are there good diving spots near Caramel?

Yes. A certified PADI diving center is located nearby, offering diving lessons, guided excursions, and full equipment rental. For certified divers, more diving experiences are offered. Courses are available for all levels, from beginners to advanced divers, and suitable for all ages.

How do I book?

Reservations can be made by email at [email protected], by phone at +30 28310 71803, or directly through our website.

How do I pay for my reservation?

Once your reservation is confirmed, our reservations team will provide a secure online payment link to complete the payment by credit card. Alternatively, payments may also be made via bank transfer. We accept credit cards, debit cards, and cash. For credit card payments, we support VISA, MasterCard, American Express, Union Pay, Discover, JCB, and Diners Club.

Please note that the same credit card used at the time of booking must be presented upon check-in, along with a valid photo ID or passport of the cardholder.

In accordance with local legislation, please note that partial or full payment of invoices exceeding €500 in cash is not permitted. All payments above this amount must be made by credit or debit card, or via bank transfer.

What is the payment and cancellation policy?

Pre-payment is required in order to guarantee reservations. The exact timing for payment, as well as how far in advance you can cancel free of charge, depends on your stay dates and the specific offer under which you have booked.

Are there any additional fees?

According to legislation, a mandatory environmental tax called the Climate Crisis Resilience Fee is charged. From April 1st to October 31st, the fee is €15.00 per room, per night. This fee is settled directly by guests at check-out.

Is the hotel accessible to mobility-impaired guests?

Due to the hotel’s layout, some departments and rooms are not accessible for mobility-impaired guests.

Are pets allowed in the hotel?

Pets are allowed in selected room categories (restrictions apply). Service animals are allowed to accompany their handler in all hotel premises. Please see our pet policy.

Do you have a medical facility or pharmacy nearby?

A 24/7 on-call resort doctor is available upon request (charges may apply). The General Hospital of Rethymno is located approximately 9 km (5.6 miles) from the resort, and a private medical centre is about 500 m (0.3 miles) away. The nearest pharmacy is Pharmeka Pharmacy, also around 500 m (0.3 miles) from the resort. Medication delivery can be arranged, with applicable charges added to your room account. Please contact Guest Services for assistance.

Is there 24-hour reception service?

Reception is available 24 hours a day.

Is there an ATM machine on the hotel premises?

There is an ATM machine located opposite the hotel.

Is there an exchange office at the reception desk?

No. Cash notes can be exchanged at the airport into Euros.

Do you provide Wi-Fi and is it free?

We provide complimentary Wi-Fi access.

What are the parking options at the hotel?

There is a parking area on the hotel premises, free of charge. Valet service is also available.

What plug adapter do I need to bring?

The hotel is equipped with Type C power plugs and sockets. Type C plugs feature two round parallel pins that connect to corresponding two-hole wall sockets. The standard voltage supplied is 220 V.

Is the tap water drinkable?

Tap water in Crete is generally safe to drink. However, it is recommended to opt for bottled water.

How can I contact the resort?

You can contact the resort by telephone at +30 28310 71803, or via email at [email protected].

Which languages are spoken by the staff?

Our resort has multilingual staff to ensure a comfortable experience for all guests. We speak English, Greek, German, French, and Russian depending on the staff available.

How can I get the Grecotel App on my device?

The Grecotel Hotels & Resorts Mobile App is available on both the Apple App Store and Google Play Store. Please visit your preferred app store, search for “Grecotel Hotels & Resorts”, and install the app to conveniently manage and enhance your stay with us.

Are non-resident guests allowed to use the hotel facilities?

Yes. Beach area access is available to non-resident guests for an additional fee, which includes soft drinks and seasonal fruits. Access to dining venues, spa treatments, and other facilities can be arranged upon request during operating hours and is subject to availability, with additional charges applying. For reservations or further information, please contact our Guest Relations department at [email protected].

Are personalised services available?

Yes. Guests in select accommodations may enjoy personalized butler services at an additional charge, ensuring exceptional care and attention throughout their stay. For more information about the services and to confirm eligible accommodations, please contact us at [email protected].

Do you accommodate requests for special occasions?

Yes. We accommodate requests for special occasions and offer special arrangements for honeymooners, anniversaries, birthdays, and other special occasions. Please contact our Guest Relations department to make an inquiry via e-mail at [email protected].