The holiday was sold to us on the premise that the hotel and golf courses were of better quality than those in Turkey, this is not the case. The hotel is not a 5-star venue and we were very disappointed with the low standards there and a stay which fell far short of our expectations.
In particular, I wish to make you aware of the following.
Reception
There was no welcome on arrival or offer of assistance with luggage transportation to the room on check in and on departure.
Room
Generally, our room (3097) needed redecoration, cleaning and repairs. Items to note are:
• Wardrobe doors were faulty.
• Wardrobe drawers difficult to open.
• Bathroom mould/dirt.
• Shower glass sealant missing (causing water to leak on to bathroom floor).
• Curtains were dirty and very dusty.
• Quality of the towels and bathroom amenities was poor.
Printed information provided in the rooms was not up to date in respect of the a la carte restaurant opening times and advance booking requirements. Guests should not have to download and use an app to find such information.
Food and Restaurant
Inferior quality food despite the availability of what appeared to be good ingredients.
With reference to the main restaurant please note
• Failure to provide chilled rosé wine. I complained several times.
• Failure many times by not providing some of the dishes stated on the menu.
• Inability to remove a damaged chair from use after informing staff more than once.
• Lack of fresh fruit at breakfast, most fruit was tinned.
• Inadequate labelling on the food, the guests should not have to guess what is being offered. This is inappropriate for guests with particular dislikes and potentially very dangerous for those with serious allergies.
Unfortunately, the Krystal restaurant was not the fine dining venue we were expecting, again good ingredients but a very ordinary standard of cooking.
I wonder on what rating criteria the hotel is judged as this is not a 5-star establishment but is one that gave the impression of being run down and in need of overhaul and refurbishment and sadly lacks a 5-star service and hospitality culture.
We are also passing our comments directly to Riu hotels.
