I arrived on 18th October and was greeted by 2 friendly staff who helped me check into my room (2007)
Upon arrival I had noticed chips in the floorboards which were dangerous if my children stand on them and can get bits of wood into their feet.
The bottom half of the bed was sinking as bottom of the bed was being held by a WOODEN BOARD which the staff just pulled the board down from the top of the bed.
The jacuzzi bath would not fill up due to the plug not holding into place, the technician said it was ok, but it wasn’t
The shower would flood the bathroom every time we showered as the water overflowed the step.
The toilet leaked every time we flushed
The worst of it all is the air conditioning unit. We reported this 4 times and we kept getting told “ it’s ok, it has been serviced” nobody worried about the safety of my children slipping on the water which was DRIPPING from unit and cealing. We kept getting told it was coming from the room above which was not true as it only happened when we out the air conditioning on. The technician came and each time he opened the unit it poured with water but again “IT WAS OK” ???
Finally after 4 times of reporting and kept getting told “no manager is around and both managers were on a day off together” we were told we are able to move rooms. we were showed 2 rooms, one was a luxury room which was stunning and the other room was a superior which I believe we was supposed to have had in the first place due to the description which was on my booking form at booking.com.. so we were sold something which we didn’t even get.
When I had opted to stay in a superior I was told this room wouldn’t be ready until 6pm which was a 6 hour wait and I had already packed and wanted to move so we went to the deluxe room (7008)
The house keeping was atrocious, there was 4 of us in the room and the housekeeper was taking 4 towels but only giving us 2/3 clean ones?! We had no hoovering or no sweeping throughout the whole of our stay. Water was meant to be topped up everyday but it wasn’t, we had to get reception to bring us water and cups.
On the 29th we went to reception and asked to pay for a late check out fee. The young polite lad had allowed to us to pay £40 and stay in our room until 4pm. When I had phoned for someone to help us with our bags from our room to the reception we were told we aren’t due to check out until the 30th. I wasn’t aware of this so they offered to give the £40 refund back to my card which I had paid with. That evening when I went to get my £40 refund I was told he doesn’t know how to give a refund, he phoned 3 people on a video call asking how to give a refund and they didn’t know either, I came back 3 times to see if they worked it out and was told to come back at 8pm when a “manager” arrived ( I was due to leave the hotel at 9pm) when I went back at 8pm I was approached by a so called man who called himself “a top boss” he was very rude, had no manners, was very abrupt. He was saying my bank card was NOT my card and the card numbers does not match the description on his receipts and was told I need to show my receipt. I showed him the receipt and he still continued to tell me it’s not my card ( even though it had a picture of my children on my card ). My husband then came over and asked why I am not receiving my refund, he then began to raise his voice calling us liars which then led to an argument and my partner walking away, the “ boss “ then claimed he felt upset and threatened by by husband. I was then told he actually wasn’t the manager by another staff member.
I am very very angry and upset by this and I will not be returning to this hotel.
It’s such a shame really because the hotel as a set up is beautiful. The restaurant and bar staff were always helpful and polite. The 2 entertainers (Erhan and Sunny) were great for all they could do and my 2 children had a great time with them.