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“complaint letter sent - copied below!”
Review of Flora Suites

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Flora Suites
Ranked #96 of 155 Hotels in Kusadasi
Cairo, Egypt
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
“complaint letter sent - copied below!”
Reviewed 17 September 2013

below is our complaint letter shortened - reviews everything honestly and in detail...bit long but hopefully will save others a wasted journey!
i will try and go through the week step by step
upon arrival at the 'ALL INCLUSIVE, FOUR STAR HOTEL' there was no drinks offererd or water available. the greeting was not at all warm and we were asked to leave out passports in a pigeon hole behind the desk that was open and visible to everyone which i refused to do but they took a photocopy. we were not shown to our room or helped with luggage as you would expect with a 4 star hotel. upon checking the room there was a strong smell of sewage and water leaking, dripping loudly under the sink. the fridge was warm inside. the balcony did not lock. there was a hole in the glass which was stuffed with tissue paper. the bedroom was alarmingly small, like being inside a caravan! i had to go back down stairs and ask for towels as there were none and no top sheet for the bed and it was quite cold at this point. at reception it was as always a struggle to get through to staff who had very limited english and did a lot of shrugging or staring at us blankly despite using some Turkish we know and speaking slowly and clearly saying 'towels please', 'bed sheet please'. we were told there were blakets on the wardrobe but it was literally an inch thick with dust up there so i didnt want to use it. i asked if they could arrange to swap rooms the next day due to the balcony door being unsecured (a major security risk). they said it was fully booked but to come back at 12noon. despite very limited sleep we did this and the guy told us to come back at 12noon the next day. to say they are indifferent is an understatement! i said i didnt want to leave the room unlocked and eventually they agreed to send someone to fix the lock.

the next day (wednesday) we moved to another room .we were shown a room that was not yet made up. the guy didnt speak any english but he showed us two un-cleaned rooms and we had to pick one. we chose the one where the door locked and there was no leaks, so we settled in but on closer inspection the room was filthy and inadequate.
fridge not working.
leaking air con.
filthy balcony.
tv sound cutting out for several (10-30) minutes at a time (on the one english speaking but unheard of american channel)
beard or pubic hair cuttings on the floor. (photographs)
mouldy shower and door hanging off.
faeces sprayed up the toilet bowl and underside of seat! (photographs)

the cleaners came to the rooms every other day and placed towels on the bed but did not clean the room ALL WEEK. i know this for sure as the faeces remained all week! i asked every day IN TURKISH and english for the room to please be cleaned and was met with a nod and was told they would send house keeping, but the room was not cleaned even once - only the day we arrived at 6am after we slept the beds were made, but since the room change it didnt happen again.

when the air con first leaked and we entered the room not seeing it my husband slipped in the water. he banged his foot on the sharp edge of the bed cutting it. it bled on the floor which we cleaned and later in the bed during the night. i went to reception the next afteroon after housekeeping had been in and taken the rubbish out the room and saw that they had made the bed but left the bloodied sheet on the bed! i phoned recerption first, they said they would send housekeeping but didnt.i went to reception and complained. i begged them to clean the room everyday and they didnt. the same dirt remained all week long. this is the most basic element you can expect from a hotel and they failed miserably.

we asked them every day to look at the fridge and on one day they made a note in a book but didnt see to it. it felt awful having to go to reception daily, moaning and it doesnt engratiate us as guests with the hotel staff. i felt sorry for them as the other english families in the hotel were also complaining daily and they were obviously sick of it as the staff either couldnt or more likley wouldnt do anything to help.

we met the 'rep' on day one. he was not much of a rep, more a chap that wanted to sell us excursions. no one gave us any orientation, a welcome pack or told us anything about he hotel like where things are or opening times, health and safety etc. we soon learned that whatever you wanted you couldnt have basically. the 'rep' appeared to be there to pedal excursions and when we didnt book he left after 5 mins.

the all inclusive bar only served gin, vodka, raki, sometimes wine and beer in very small beakers. they had glasses but rarely used them . i dont think they liked washing up. in fact i dont think they liked serving customers at all. the english of a couple of staff was slightly better but for the most part when we asked for drinks in english or turkish they said 'what?!!' loudly and abruptly they would begin serving us after we asked a few times, stood about for a bit, started serving us then serving soemone else.if we asked for drinks but Turkish people came to the bar we were always sidelined as they served them. the staff were insulting - one day someone told me they had given me a nick name which meant 'c**t' in turkish. he tried to tell me it meant something else but it was translated by a turkish guest. i guess he didnt plan on me finding out but i was really upset by this especially as we tried so hard and thought we had befriended the bar staff and despite them being bone idle they were the most 'friendly' people in the hotel. they never offered us a drink if they saw our glass empty and we had to ask again and again until they came with our drink. they had a habit of pouring gin on a napkin and sniffing it out the shot of the camera!

if we asked for cocktails or bottled water we were told there was charge. they could have just used the limited 'all inclusive' products and made a cokctail but the idea of doing something to please a guest was completely alien to them. when i talked with the staff about looking after the guests he said that they 'dont care about guests because they are all bulgarian or bad customers' they also said that they didnt like guests because we dont spend any money - failing to recognise we had already paid over £700 for the holiday (i believe around £270 for the hotel).
the bar area was dirty. the back of the kitchen where they brought the food up to the resturant was diabolical - i have several pictures.
the all inclusive drinks finished at 11pm and we would be lucky if we got 4-5 drinks in a whole night despite it being quiet because of the slow, lazy, service - with them going off to sniff gin or smoke every 5 mins.

i dont even know where to start with the food! it was inedible slop. over ripe, rotting tomatoes, lettuce cucumber, the various pickled veg, boiled whole eggs in mayo, sometimes in bright pink mayo! slimey oily cooked but cold aubergines and peppers. the food was constantly recycled, tasted stale. lunch was left overs from the night before, dinner was leftovers from lunch. the hot food was the worst! recooked cold chips, rice or cous cous, and a processed undisclosed 'meat' choice - always rank chicken nuggets and then either chicken or meat in slop with more aubergines. it was all swimming in oil, cold, and really vile tasting. the dark 'meat' was bright pink and processed inside and no one could tell me what it was - there were no signs saying what things were and when i asked the chef he made faces about the food and warned me off eating it. i did try a few things, but my husband tried the food once but couldnt stomach it and refused to try it again. the nicest thing on the menu was sliced bread. we spent a lot of extra money eating out because of this which was really diaapointing. we asked for room service or food to order but everyone claimed they didnt understand but we know people did have food in their rooms as we saw the plates outside peoples rooms everyday. the one saving grace about the hotel was that it was a 5 minute walk to a local Tesco's.

the pool area wasnt too bad - but everyone was moved on at 6pm to hose down the area and pool closed. the 'chill out' area was next to the kids pool - not a wise location. the jacuzzi was always turned off. the slides got turned on a couple of times a day for a few minutes at a time so mostly there was no water coming down the slide. i saw children playing on the slide when it was hot and dry and on one occasion i saw kids climb the steps and get on the slide before the water was turned off just before they went to come down! cruel but also dangerous as the slides get hot.

The 'private' beach was dirty, unkempt, broken loungers and umbrellas, full of litter and open to and constantly being used by the public (not private at all). the 'shuttle' to get us to this was a rickety trailor being towed by a tractor down a barely paved road, 3 times a day, dangerous, uncomfortable and ridiculous.

the entertainment was just an unfunny joke - tombola, comedy show , a guy eating fire lighters. the entertainment staff said the hotel was 's**t' and described the food the same. The entertainment area was also around 150m away from the bar along a frankly dangerous uneven, windy and very dark flagstone path, meaning that by the time we had found our way up to the bar went through the charade of getting a drink and making it back to the entertainment area the show would be finished. When my husband asked bar staff why this was he was told they were 'thinking of him as he has to many kilograms, and needs to exercise'. it seems when it comes to dishing out insults their english miraculously improved!

on the final two days i had had enough of the disgusting service, bad and indifferent attitude, filthy room, crap food, limited drinks, lazy cleaners, persistant asking for some sort of help, etc etc and i asked to see the manager. i was told no. they said he was on holiday and shrugged. i demanded to speak with him on the last day saying i wanted everyhting we were unhappy with recorded. the other families had been complaining and got no further either with the staff. on the night before the final day i said again that i wanted to see the manager tomorrow - they said 10am. i went at 10am. they shrugged saying he's not here. i asked to call him. they did and said he wasnt in the office. they told me it could be 12.00 it could be 2.00. or not at all (not surprisingly this was the case).

they told me to write a complaint on paper which i did. they told me that they would give it to the manager. i left my number but recieved no call. the man i spoke to at reception at this time had heard my complaints all week, he could see my frustration he said 'im going to help you' when i asked if he thought it was good enough that the room was never cleaned he agreed it was not. i then asked if he could arrange a room for us to get changed and showered in because our check out was 2pm and our flight not until 01.55am. again he said 'yes im going to help you'. when we returned from the beach we were told we had to get showered under the showers at the poolside! this is crazy - its essentially an open bus stop next to the pool by the bar. they then said we can get changed in the underground toilets under the pool - that i have to say were so foul smelling of amonia/urine clawing at my throat i couldnt bear to go down there. i persisted and was eventually given a room to shower in quickly, very begrudginly despite our horrendous time here.

the highligt of the week was driving back down the rubbish lined dirt track to get the hell out of this place!

on what planet this is a 4 star resort it beyond me!

upsettingly i am told that some other guests were promised a move for the day after we checked out. they were told not to tell anyone else because there had been the 3 other families complaining and they would move them hotels once we all checked out!

i dont feel its justified to pay for any element of the hotel. not the food, not the drink, not the cleanliness, not the facilities - nothing.

i urge you to refund us for this waste of a week off work and a stressful and upsetting week that has cost us £710 for the holiday, £570 eating out, and my unpaid leave from work. i also urge you to remove this hotel from your website as no one should be sent there.

We were left stranded with no rep, no support, not a single helpful staff member, our persistant (daily) plea's for some respite falling on deaf ears, It would be more fitting for us to be paid for enduring this 'holiday from hell' in accordance with some untelevised sadistic game show, unfortunatley there was no grand reveal, jeremy beadle didnt tell us it was a charade- this was what we were getting for our holiday and our money, a miserable week of squalor.

Room Tip: this is also way out from kusadasi town - 15 mins on dolmus and 20 mins walk to beach which is pitch...
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  • Stayed September 2013, travelled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
8 Thank gini6917
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Traveller tips help you choose the right room.   Room tips (12)
Date | Rating
  • Dutch first
  • English first
  • German first
  • Turkish first
  • Any
English first
Sofia, Bulgaria
Level Contributor
21 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 10 September 2013

I was completely disappointed by this hotel. It is not a 3+ star hotel, I wouldn't give it more than 2. The food was repetitive. The staff was quite unfriendly and most of them don't even speak English. Our bathroom door and the shower were broken, when I went to the reception to inform them, the receptionist started talking to the other receptionist in Turkish and they started laughing, then he arrogantly informed me after this ugly scene that they knew about it and it was going to be fixed. We stayed in the hotel for 7 days, no one came to fix it. The beach is in no way in 600 meters distance from the hotel, it was at least 1 km and the shuttle goes to the beach only 4 times a day. On top of all, there are only around 10 sunbeds on the beach and one unpleasant guy literally kicks you out of the sunbed at 5pm. The only positive thing about this hotel were the animators. It is not worth staying there.

  • Stayed August 2013, travelled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Niki861
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

Travellers are raving about these Kusadasi hotels

2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 7 September 2013

This hotel does not cater for the English. Even locals are surprised to hear we stayed here! Staff do not speak...even though all inclusive we ate out for every meal! Unless you are into cage fighting...you do not stand a chance getting at the food!
Stay away from this hotel and go to one through a tour operator. I ended up in hospital for the day and had to have bed rest for next few days till flew home. On day of departure we tried to extend the length of stay for the room as our transfer was not till 9pm....it was now 12pm. We were told that the hotel was fully booked and also that our all inclusive expired at 12pm. We ended up sat in receptiin for 9 hours on the settees as I could not go out in heat.
Thats hospitality for you and it sums up the lack of atmosphere!

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank ocalsall
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Huddersfield, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 22 August 2013

Hello
We traveled on the 31st of July and stayed for 7 days, we arrived at the hotel after a very long journey. We were told approx 40 mins to get there, but with other drop offs about an hour and forty minutes. Upon arrival we were not sure what to expect with the hotel and guests as it was our first time in turkey. The hotel staff were not very fluent in English making it difficult to communicate however when communication was possible we found the staff pleasant and keen to help.

The food

Our main concern with the food was that it was just salad...... and one less than desirable meat option for , lunch and tea. Breakfast again was salad but with the option of cereal and fried eggs. But that been said were are not avid salad eaters so maybe this would be great for vegetarians. Dessert was a selection of cakes and fruit , (mainly water melon).
luckily for us there was a food court up the road selling burger king and other well known options. But after paying for all inclusive it is safe to say we were very disappointed.

The rooms

The rooms were clean and the house keeping were there every day. We only had a few issues with the room 1). The shower seal was not great, every time we showered the bathroom floor was flooded but the house keeping always mopped it up by the time we came back . 2). As it is very hot we naturally left the doors open at night but come early morning we would hear three very loud cockerels .... not very happy surprisingly tempted to eat them due to the lack of meat options. 3). Our fridge was a dual oven ! could have cooked the cockerels in it, but we had no real need for it anway.

The beach
There was an awesome tractor shuttle bus which is outside the hotel that took us to the local beach, the beach was beautiful and it was walking distance back to the hotel so it wasn't a disaster if we missed the shuttle bus. Along the beach was number of restaurants and shops and turkey appears to be inexpensive country.

The City Centre

Their is also a bus to the City centre for 2.5 turkish leara, (Number 7) to get this bus you needed to go across the road! same side of the food court (something we originally did not know). The centre was fairly impressive however the locals do tend to hassel you more if they hear you are English and nothing is priced! we had reason to believe they tried to charge us much because we were English . This got to the point were we would avoid speaking loudly and enter in shops. The same bus number can be caught back just be aware of where u got off .


Enterainment

The entertainment staff Momo and Millie were great , very polite and actually got us involved in the day activities such as the water polo and vollyball which was great . Night time was ok but not varied enough for us ,Bingo, music ,dancing and although impressive fire eating displays more than once for us is boring.

We went on a night out with the Entertainment team , the tickets included a cocktail ( More like a cheap Shot) and taxi there and back at 3:30. It was as ok night but as a couple not speaking the local language we found it socially lacking and the music not to out taste but in a large group of people the experience probably would be great.
Overall we were glad for the experience out of curiosity and would not recommend going as a couple to the club.

We highly recommend doing the half day trip to Efus and the day out at the water park, we enjoyed viewing the ruins and learning about the history. The water park was so much fun and did not get over crowded and would be great for couples and families even with young children . Just remember when you enter the park they use a card system which you put money on as credit to purchase food at the restaurants. (Yet another mistake learned too late as i cued up to pay)

For the price we paid for the holiday , we got what we paid for; we had a lovely time and made lots of memories. However after a week due to the salad we felt like we had been to fat camp and left considerably slimmer.

This is not a place for people wanting to pig out on the local cuisine.

  • Stayed July 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank RachelChris2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Galashiels, United Kingdom
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 30 July 2013 via mobile

As a young couple we went away here to see turkey for the first time when we arrived (early hours) the man on reception spoke very poor English so it was a struggle then when we finally got into the room the air condition broke so I went downstairs and demanded I could be changed rooms and he said the morning so the first night was very unpleasant however we met with the holiday rep and he seemed to be more intrested in making a quick couple of quid by selling us "the best priced excursions" this is a lie as you can go to the town and haggle to get better prices anyway I went to the bar to get a drink the service took forever as the bar staff were more intrested in giving drinks to the Turkish holidaymakers as opposed to English this appeared to be a growing theme throughout this holiday and even when he did serve us it again was very basic English as the staff were local Turks and moving onto the evening entertainment it was good and generated a few laughs amongst everyone but the main theme was predominately for the Turkish which was a shame and also the entertainment team try to sell you massively overpriced nightclub tickets I went one night but I wouldn't go again but to be honest you get what you pay for the hotel itself was very well cleaned and maintained which is always a positive! However the food there was very bland and often horrible tasting I've been abroad many times and tasted many different cultures food so I'm quite aware that nothing everything is to my liking but the food here was well below par..but together we paid £950 all inclusive and that's for everything so it's not a bad price but there are better hotels in the area so definatly worth shopping around as kusadasi is a real nice Turkish area
I hope you find the review helpful and if there's anything else you want to know about this holiday feel free to email me on rfn_davies@hotmail.co.uk thanks for taking the time to read :)

  • Stayed July 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Rfndava
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Totton, England, United Kingdom
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 24 July 2013

stayed at this hotel from the 14-21st of July and had a GREAT time!!!!! was really worried because of the reviews or lack of them but we got there at 5 am and the room was lovely! yes it was small but there was only 2 of us so it wasn't like we wanted a mansion! clean, nicely decorated and good for money!
the animation team were fantastic! always talking to you and trying to get you involved, and the evening entertainment was always great, comedy shows, fire show (absolutely amazing) mr and miss flora.....was all great. The entertainment team also ran nightly trips to a nightclub in kusadasi, very very fun yes the drinks were quite expensive but the ammount of alcohol in them...it was worth it!
The hotel was mainly full of Turkish guests but they were always friendly and making an effort with us, same with the bar staff, kitchen staff, receptionists...they all tried so hard to cater for our needs :)
Tesco just across the road which is handy and outlet stores next door!
we never went to the beach, purely because we had a pool, all inclusive drinks and sunbeds at the hotel so didn't really see the point but the hotel offers a free shuttle to the beach every hour :)
food was LOVELY! there was a bit of everything, I am a very fussy eater and i still found quite a bit to eat every day!
so at the end of the day if you're looking for a budget holiday this will exceed your expectations! :)

  • Stayed July 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Catherine J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Southampton, United Kingdom
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 22 July 2013

ALL OF THOSE BAD REVIEWS CAN GO AWAY!! Returned yesterday from the Flora Suites, and it was like leaving family behind! The animation team AMAZING!! Cheif, MoMo, Milly, jayjay all of you just brilliant! The bar staff are funny and kind and very generous with vodka measurements! Sahin, coskun will not forget you! We arrived at 5am, given hotel room, hotel was clean, it is smaller room but we were not exactly a family, just 2 girls! The receptionist gave us wristbands, and set us up with wifi (50 lira) for a week which is around £20 if that! Which worked in room and by the pool. The food was NOT the same, it changed every lunch and dinner, and sometimes yes there was a bit of a queue only because the food was so great people wanted to get their first, the queue took no longer then a few minutes. The waitors where friendly and tried so so hard with english quests it was fantastic, joking and playing around. The manager would say hello every day and youd be greeted all the time. Many of the residents at the hotel where turkish or bulgarian, but when english guests turned up it was good! Its a very turkish experience, so for those 'stuck in my english ways' people then pull your finger out and let yourself experience new cultures. The entertainment for kids was repeated but they loved it, they have comdey shows, Mr and Mrs Flora, Fire Show- fantastic, 2 of the staff breathed fire, swallowed it put it on their bodies, trod on glass carrying a man, I even had to drop knives on his stomach and he did not get injured once! The resort is massive with play park, swings, gardens, relaxtion zone, and water flumes which even I loved at 20 years old! We fell in love with the staff and did not want to come home! please ignore the terrible reviews on this hotel, its clean, loving and you are cared for here, so stop being obnoxious and give the hotel a chance its beautiful in its very own way!

Room Tip: Be careful with the agent you book with, we where not advised of the 3 hour wait for our transfer at...
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  • Stayed July 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Emstreety
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Flora Suites

Property: Flora Suites
Address: Suleyman Demirel Blv., Kusadasi 09400, Turkey
Region: Turkey > Turkish Aegean Coast > Aydin Province > Kusadasi
Amenities:
Bar / Lounge Beach Children Activities (Kid / Family Friendly) Restaurant Room Service Swimming Pool
Hotel Style:
#41 On the Beach Hotel in Kusadasi
Price Range (Based on Average Rates): £
Hotel Class:3 star — Flora Suites 3*
Number of rooms: 104
Reservation Options:
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Also Known As:
Flora Hotel Kusadasi

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