Awful experience from the very start! Staff were very rude at reception. I arrived with my family after a 14 hour journey at 6:30pm Turkish time. It was nearly dinner time at the hotel. We were told that myself and my father had to wear long trousers to dinner. We did not have these as we were not made aware of this in the travel agents brochure. The staff replied that we would "either have to go out immediately and buy some" or me and my family would have to eat in the "Elite Bistro restaurant instead of the main one for the next 2 weeks". After inquiring it became knowledge that this Bistro restaurant they were referring to was simply a sandwich bar. I thought this was absolutely disgusting that after paying so much money to a so-called 5 star hotel to be told to live off sandwiches for the next 14 days.
The staff at reception and even the hotel management were not concerned about our well-being and having just completed a 14 hour journey. They were more concerned with sticking to their rules rather than trying to make our stay as comfortable as possible. This caused us stress and sadness and thus left us no choice but to move to another hotel. The way we were spoken to was totally unacceptable.
On top of this, our rooms were completely open-plan. i was staying with my sister in this type of room and was obviously totally inappropriate. After addressing this later on that evening we were simply told "that all rooms are like this and there is nothing they can do for us". Once again they were extremely rude about it and very blunt towards how they were addressing us. Clearly this hotel is more suitable for couples and not families. THOMAS COOK did not mention anything about the dress-code or the room layout in their brochure, which is why it came as such a surprise. However, regardless of this, the hotel did not care about making us happy or even feeling welcome in anyway.
The main restaurant for dinner was of a sub-standard quality. There was literally no choice at all. I was not only stressed and unhappy, but also starving! This is NOT a 5 star hotel more like a 3 star hotel. My family and I have been to numerous hotels in Turkey over the years including Barut Lara, Sussessi and Cornelia Diamond and there is no comparison!
Finally, after all of this stress in the first 3 hours of arriving, we were eventually moved by Thomas Cook on the third day of our stay, only to be charged by the hotel a further £720 as a no-show fee. This was completely unacceptable as we had already paid Thomas Cook to stay at this hotel. I feel that they charged us this simply out of spite. I have never in my entire life stayed at such an accommodation that has such low-regard for their customers and customer service was non-existent. I would STRONGLY ADVISE NOT TO STAY AT THIS HOTEL unless you want to become stressed, ill and lose weight!