"We stayed at Infinity by Yelken Aquapark & Resorts with a 10-month-old baby and a 3-year-old toddler. Our two-week holiday turned into a 4-day headache when we ultimately fled the hotel at our own expense to keep our children safe.
This hotel is currently officially listed and advertised as a 5-star luxury resort, but at absolute best, it functions as a poorly managed 3-star property. Instead of a premium luxury experience, we faced structural safety hazards, gross hygiene failures, and severe sleep deprivation.
Broken Lifts & Dangerous Roads: Multiple main guest lifts were broken. Because we had a pram, we were forced to walk our children directly out into the busy main public road past speeding cars and garbage bins just to access the onsite water park. The final straw was being nearly hit by a reversing coach as we stepped out of the water park gates.
Water Park & Pools: The toddler pool is located on the top floor, with the only toilet facilities being on the lower floor. With the lifts being broken (and no attempt at repair during the 4 days we were there, despite notifying 3 duty managers and our rep, who was subsequently lied to and told it was fixed), parents must navigate 30 steep, slippery steps with small kids. These steps simply have a traffic cone placed in the middle to notify guests of the slip hazard. There was only 1 lifeguard for two pools, completely ignoring the toddler area while sitting facing the over-12s slides. The water park also closed randomly without notice on multiple days (Wednesday 27th and Friday 29th). There is visible mould growing up ALL external walls throughout the water park.
Physical Injuries & Play Park: Our 3-year-old cut his leg on a broken toilet seat in our second room. It took maintenance 4 attempts at a fix until we finally requested it be changed for a new one entirely. Sharp, broken tiles are scattered throughout the hotel, even around the pool area and inside the bathrooms where guests walk barefoot. Furthermore, the children’s play park is unfit for use. The swings are rusty and decaying, leaving rust stains on skin and clothing. The climbing frame is broken, leaving a sharp, exposed post holding it together. The flooring is half ripped up and dumped in piles around the play area.
Severe Health & Hygiene Failures: On Tuesday 26th, the hotel had zero hot water for hours. We later found out from other guests this was common; one lady hadn’t been able to shower for 5 days. We chased reception 10 times over a 5-hour period as they persistently lied, saying it was fixed and just needed 20 minutes to warm up. Because of these lies, we waited for warm water to wash the pool water off our 10-month-old baby. As a result, they developed painful chlorine burns on their skin. I assume this is also due to the high levels of chlorine needed because the pools are constantly urinated in due to the lack of access to toilets. When the water was finally "fixed" the next morning, it cut out again by that evening.
Disgusting Bedding: The baby cot provided was physically unsafe—the mattress was 10cm too small for the frame, leaving a dangerous suffocation gap. It also had visible feces stains. Our bed sheets on the double bed were soiled with blood stains and ripped on two different occasions. The mattress was completely broken, featuring a visible human-sized dip even when empty. We requested a change, but we witnessed the porter drag the replacement mattress across the pool deck, collecting filth from the floor, before placing the damp, dirty mattress onto our bed.
The "All-Inclusive" Deception & Rationed Food: They advertise 4 restaurants, but there is only 1 dirty buffet restaurant. There was thick dust on the tiles directly above the live cooking stations, and the filth on the kitchen doorway floor makes you question the areas hidden from guests. The buffet completely fails to cater to vegans, and pasta is your ONLY option for lunch and dinner if you are vegetarian. Dishes are poorly labeled or incorrect—my husband took a dish labeled "beef" which turned out to be liver. There is no table service, even for drinks. The food is awful and identical every day. The fruit selection never changed: just 3 types of apples, nectarines, and gooseberries. Worse, food is severely rationed. My child was denied a second tiny sliver of strawberry on their waffle because giving extra was "strictly forbidden." When a dish runs out, they refuse to make more—even for a 3-year-old toddler requesting a single pancake at breakfast, despite having a bowl of fresh batter sitting right next to them.
Room Quality & Unsafe Entertainment: Aside from the broken mattress forcing us to sleep on the floor on arrival night, basic necessities like hand soap were missing. No toiletries, proper bed sheets (beds are made with a tiny blanket unless you demand a sheet), no pillow choices, slippers, or robes are provided. The rooms are dirty, particularly the bathrooms where there is mould and ground-in dirt stuck to the mirrors and shower screens.
For entertainment, the advertised kids' mini-disco is held on an unlit, completely unsecured over-water jetty with jagged rocks below. We refused to let our children attend due to the obvious drowning hazard.
When I brought my crying, unwashed, and hungry family to reception at midnight the first evening we were there, the manager stated a remedy was "impossible" and offered absolutely no solutions. We asked for a room with hot water; they gave us keys to a new room which also had no hot water, making the move pointless. We had to drag our own luggage to a secondary room at 1:30 AM with no bellboy assistance.
We requested to speak with the general manager multiple times to be told they were not in (at any point over those 4 days) the duty manager said they would get the general manager to contact us. He/She never did.
The only positives I have to say regarding this establishment is SOME of the staff are honest and personable but they are few and far between. Special thanks to the 2 male night reception staff who’s hands were tied, one female day duty manager who finally told us the truth about the water issues and the guest relations manger as they are the only staff that were honest and didn’t tell barefaced lies.
The hellish resort is a direct threat to child safety and basic hygiene. Do not risk your family's health or waste your money here."
