"I genuinely cannot understand how this hotel has managed to obtain a four-star rating. It falls far below even the most basic standards of hospitality, cleanliness, food quality, and customer service. This was one of the worst hotel experiences I have ever had.
The biggest issue by far was the food. It was absolutely dreadful. Meals were consistently freezing cold, repetitive, and of such poor quality that they were often completely inedible. The photos used to advertise the hotel are incredibly misleading and bear little resemblance to what is actually served. I have coeliac disease, and the staff showed little to no understanding of gluten-free requirements, leaving me with virtually nothing I could safely eat. However, this was not just an issue for me. The people I was travelling with had no dietary restrictions whatsoever and also struggled to eat because the food was so poor. We ended up spending extra money eating out for most of our stay because we simply could not rely on the hotel to provide a decent meal.
The room itself was also disappointing. The cleanliness was well below an acceptable standard, and housekeeping appeared to be virtually non-existent. Our towels were not replaced and our bedding was not changed throughout our stay. For a hotel claiming to be four-star, this is completely unacceptable and demonstrated a shocking lack of attention to even the most basic standards.
The staff, with one notable exception, were unfriendly, dismissive, and acted as though guests were an inconvenience. Basic customer service seemed completely absent. While Emrah was pleasant and helpful, he was the only member of staff who made any effort to make us feel welcome.
The hotel is advertised as adults-only, yet on multiple occasions large groups of school children completely took over the pool area. The pool and surrounding sunbeds became unusable, forcing us to leave. It is extremely misleading to market an adults-only experience while allowing this to happen.
To make matters even worse, the water supply was unavailable for an entire day. We were unable to shower or use basic facilities, which is completely unacceptable for any hotel. What made the situation even more frustrating was the complete lack of communication and accountability from management. Every time we approached reception to ask for an update, the receptionist would simply stare blankly and repeatedly tell us, “10 minutes,” regardless of how much time had already passed. Those ten minutes turned into hours. When we repeatedly asked to speak to the manager about the situation, we were ignored. The manager was never available and never made any effort to address guests regarding a major issue that was affecting the entire hotel.
Whenever we raised concerns throughout our stay, the assistant manager gave the same empty response: “It will change.” Nothing ever changed. The food remained terrible, the service remained poor, the facilities remained disrupted, and no meaningful action was ever taken to resolve any of our complaints.
Aside from one member of staff who showed genuine professionalism, this hotel failed on almost every level. Between the inedible cold food, the complete disregard for dietary requirements, the poor cleanliness standards, the lack of housekeeping, the misleading adults-only claims, the loss of water for an entire day, and management’s refusal to properly address any concerns, this was a deeply frustrating and disappointing experience. I would strongly advise anyone considering booking this hotel to spend their money elsewhere."
