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“Definitely not a 5* hotel”

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Kaya Palazzo Golf Resort
Ranked #16 of 93 Hotels in Belek
Reviewed 20 August 2013

During our one week stay at the Riu Kaya Palazzo, we found a lot of problems. Problems that stop it from being a 5* hotel. Not major stand out problems, but nothing to ignore. When we arrived at our room (suite) around 10pm, we thought one thing plain and simple 'wow'. Very nice bedroom, big bathroom and living area. We then went down stairs to the lobby lounge bar for drinks. Excellent service, but this was only night one.
We got back and tried to turn on the two plasma tv's in our room and both didn't work. 4 days it took of constant phoning and complaining until anything was done about it.
Around day 3, due to lack of sunbeds and the unhelpful staff who couldn't understand what we meant when we asked for another sunbed, I stayed in the room.
Around 5pm, I heard a big thump come from the balcony. I looked to find that the balcony had completely shattered to pieces in the heat and would have fallen through if it wasn't for the plastic covering. We rang reception twice and they didn't understand what the problem was, enough was enough and we went down and showed them photos we had taken.
During the rest of our stay, 5 members of staff came to the room, took photos and left without anything apart from asking me if I influenced it! I did not influence the cheap glass used in the balcony. It put us off going out there.
As the week progressed we found the service quality to drastically decrease. The English was poor, they would forget your drinks and men are highly prioritised, ladies you will struggle to get as good of a service if you are travelling without male company.
The pool service was terrible, 'they'll trip over themselves to get you any sunbeds, parasols or towels', big lie. If you ask for a sunbed or parasol they shrug their shoulders due to their poor English. There are skaters going round the pool collecting glasses which you have to personally stop to get another drink or they will not ask. 70% of the time they forgot your order completely.
The shower in the bedroom; by fault of design had no seal on the bottom, so the water drains out of the shower, into the toilet cubicle and into the rest of the bathroom flooding it, it is not an open planned bathroom so there is no drain for the water other than in the shower, it sits there.
We were provided with stained towels one day, and the stains looked as if someone had wiped their bottom with a towel. After phoning, it took 2 hours for them to actually come up with new towels, and then the maid proceeded to use the bedroom phone to phone back a job she had received on her radio. 10 minutes on the phone starts to take the mick.
Our minibar didn't get restocked one day, I phoned and 3 hours later still had no minibar restocked. Went down to reception and they phoned and it was restocked immediately!
Maids came into our room between 8am and 9am on our last day while we were asleep and didn't bother knocking on the door!
Cleaning out the room on our final night to make sure nothing was forgotten whilst packing, 2 bottles of Heineken larger (empty) and a small bottle of red angora whine was found from the previous guests, room had not been cleaned properly at all.
No iron in the room, hairdryers in the bathroom are terrible, especially if you don't want to take 2 hours drying your hair. Sockets don't always work with travel plugs. Wifi; had to sign in multiple times during our stay as it signed us out.
Fruit was fresh in the morning, by dinner (7pm-9:30pm) it wasn't.
Dinner had a 'no pool wear' policy which I can't complain about, they're checking as you go in that you're not wearing clothes more suited for the pool rather than a dinner.
Overall, the hotel had the wow-factor look to it, but the little issues let it down. Other families also had bad complaints, some worse than ours, some the same. But would not stay there again I'm afraid, and I have been to turkey 3 times and this definitely let us down for a 5* newly renovated hotel.
Might show more potential in a few years, definitely still got problems this year.

  • Stayed: August 2013
    • Value
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2  Thank ashlynthomps
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this reviewResponded 7 May 2016

Dear ashlynthomps,

First of all we would like to thank you for sharing with us your opinions. Especially your censorious remarks are very important for us. All the remarks are considered by the hotel’s management and help us to keep the high service standards we strive.
Thank you for your assistance. We would be happy to welcome you back at Kaya Palazzo Belek.

Best regards,

Hotels Management
Riu Kaya Palazzo Belek

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Reviewed 19 August 2013

This hotel is very good, the staff is very friendly, weather is hot, animation during the day is very good, animation shows at night sucks! We have to give this hotel couple of weeks and than i hope the waiting-time and service at all tha bars will be better. Imagine 2 people working at poolbar for 1500 people!

  • Stayed: August 2013, travelled with family
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4  Thank Nick T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this reviewResponded 5 May 2016

Dear Nick T,

Thank you for visiting our hotel and for taking the time to share your holiday experience here on Tripadvisor.
It was our pleasure to welcome at Kaya Palazzo Belek. We would be happy to have you as our guest again.

Best regards,

Guest Relations
Kaya Palazzo Belek

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 August 2013

After staying in the Barut Hemera in Side last month I thought this hotel would be the same friendly people and it bring brand new and Riu having a good reputation we didn't think we could go wrong :(
We were wrong, we booked a swim up room which when we arrived was late and we were impressed with the room. However when we woke in the morning the terrace and grass between our room and the pool was disgusting. There was cigarettes buts and I mean tens and tend of them just piled on the grass. Not acceptable but even more do not when your travelling with a one year old. There was empty cans and bottles and rotten fruit out there too. Took 3 phone calls and 2 visits to reception to eventually get the cigarette buts moved the rubbish stayed. First 4 days we had to ring for house keeping and when they eventually came it was not up to standard. Being in a swim up room you have to walk onto the grass so it does come into the floor of your room and the maid finding Hoover until day 5. If you like to iron your clothes again too when you unpack your suitcase then you'l need to take an iron. This hotel will not provide you with an iron what so ever and we had to pay 5 euro per item for them to do it which is an absoloute joke to be honest.. Did not find the staff Friendly at all, Main pool looked rediculasly packed every day and the one night we walked down to the outside theatre to watch the entertainment the set up was rubbish and there was no where to sit, we waited over 30 minutes for a drink then left when they only brought the one and had forgotten one. Hardly any staff speak a word of English so trying to communicate was hard work. A shame because this Hotel is beautiful, the food is very good and the weather was very hot. I think it's going to take a year or two to sort everything out or they won't see returning customers.
The drinks menu and mini bar a great but you have to ask for your branded alcohol or they will pour you the local stuff

  • Stayed: August 2013
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4  Thank L7NSB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this reviewResponded 5 May 2016

Dear L7NSB,

Thank you for visiting our hotel and for taking the time to share your holiday experience here on Tripadvisor.
It was our pleasure to welcome at Kaya Palazzo Belek. We would be happy to have you as our guest again.

Best regards,

Guest Relations
Kaya Palazzo Belek

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 August 2013

Yesterday came back home. Absolutely agree with 3 previous reviews. Rooms are great, service is poor. Locals are served first. Should wait for almost an hour in a restaurant to get your starter. Stayed for one week with wife and twins moving from Maxx Royal after 3 weeks there. Was trying to get the best service in the newest hotel. Even check out at 7AM was slow and I did not get the final bill printed. Hope they'll improve..

  • Stayed: August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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6  Thank Boris a
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this reviewResponded 7 May 2016

Dear Boris a,

We want to thank you for taking your time and your effort to share your comments about our hotel on Tripadvizor.com. Your opinions and observations are with greatest importance and assistance to us in order to be able to achieve the constant improvement, the guest satisfaction and the high quality service we strive.
Thank you for your assistance. We would be happy to welcome you back at Kaya Palazzo Belek.

Best regards,

Hotels Management
Riu Kaya Palazzo Belek

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 August 2013 via mobile

We arrived at night and were very impressed by the room it was a very big room and also has a living room plus 2 bathrooms and a balcony, jacuzzi bath and 2 showers.
The hotel was very grand and looked spectacular. Breakfast in the buffet restaurant was excellent. Did have to wait about 5mins for my omelette every day.
We ate at all the restaurants. The first was Italian which was a big let down for some reason after 1.5hrs we did not have even the starters do we left because we had our 10month old baby. They sent us some food to the room but wasn't what we ordered. In the end the main manager for all restaurants came and apologised and they gave us room service free. A bit late but made up for the mess up!
Next day we went Lebanese they made out stay enjoyable and we really enjoyed our food and service! Finally we went to Asian and again I wasn't too keen on their food either.
Pool area was brilliant always got a sun bed prob best part of hotel. Service around pool was poor had to walk over to bar all the time. Livio restaurant was ver good for lunch all the time food and service was spot on.
Negatives for this new hotel were slow service, not many English speakers, cleanliness was not great in room or restaurants. Also the builders did not finish off properly in many areas! These can be seen as your stay progresses.
Hotel stay for us was great but for the grand splendour the hotel will need to improve to cater for that market!

  • Stayed: August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
6  Thank ymahmood
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this reviewResponded 5 May 2016

Dear ymahmood,

Thank you for visiting our hotel and for taking the time to share your holiday experience here on Tripadvisor.
It was our pleasure to welcome at Kaya Palazzo Belek. We would be happy to have you as our guest again.

Best regards,

Guest Relations
Kaya Palazzo Belek

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 August 2013

Just arrived home from a week's stay at this hotel. 1st impression was "waw". Hotel looked and felt stunning and luxurious. Our suite was amazing, with a pillow menu lol.
To get straight to the point then, I was very disappointed. I've stayed in many 5 star accommodations, and can assure you now, this hotel does not have a 5 star service!!!!! Im not usually a person to complain, as I'm a great believer that a holiday is what you make it, but i feel let down by the service we had for the high price we paid to stay there. There was an opened beer can in our mini bar, not good. Two plasma screens in our room did not work so therefore, we reported ASAP, it took the 4 days to fix this problem and we were only there for a week. I know we don't go away to watch tv, but as they were there, we wanted to have even just the music channel and news channel to catch up on and as backing noise. Our shower flooded right into the large bathroom also over spilling into the toilet too, ewwww! This caused by the shower door not being sealed.
The a la carte restaurants are NOT free as advertised in Thomson brochure and the reps confirmed this on welcome meeting. Therefore, they informed us that we could use one of them for free but needed to inform that we were Thomson customers. however....... On making our reservation for the Italian, were we're informed that there was a charge, and that our rep needed to sort out with them. I'd like to add the the food and the service in the Italian restaurant was superb, well worth a visit, even if only the once lol.
We had our linen changed daily, however one day one of our large bath towels was heavily stained.... disgusting!! This was reported immediately and we asked for fresh towels, however, the reception staff could hardly understand a word of English. After numerous calls, they eventually delivered approx 15 towels two hours later, so we took this opportunity to use our excess towels to absorb the excess water flooding from the shower everyday! Lol.
Due to the extreme heat we experienced on day 3 of our hol, our glass balcony (wall) had cracked and smashed into tiny smithereens. Again this was reported immediately as we weren't sure of the dangers, yet had remained untouched even by the day of our departure. Surely, this isn't acceptable by all means!!!
On awaiting our rep to arrive at hotel which turned out to be an hour late, there was approx 20 people needing her attention. As we all had an hour to kill, we all started chatting, and it was discovered that we all had similar and if not worse problems with our rooms and the service. There was not one happy person amongst us all. Some complaints were rooms with offensive odours, garden view rooms which were small grassed areas which were covered with smelly trash and nearly all had flooding showers. Mini bars were not restocked, not enough sun beds and parasols etc.
We did enjoy our hol to the best we could and it was recognised that the staff all worked really hard, however some did show attitude when they were questioned. We will not be returning to this hotel, and I would definitely not recommend this hotel to my family or friends.

  • Stayed: August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
5  Thank NickyRt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this reviewResponded 7 May 2016

Dear NickyRt,

First of all we would like to thank you for sharing with us your opinions. Especially your censorious remarks are very important for us. All the remarks are considered by the hotel’s management and help us to achieve the constant improvement, the guest satisfaction and the high quality service we strive.
Once again, thank you for the feedback. We would be happy to see you among our guests again.

Best regards,

Hotels Management
Riu Kaya Palazzo Belek

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 August 2013

We stayed with the family beginning of August in this new Hotel. The Hotel is beautiful, the rooms are nice and the pool is stunning. Unfortunately the Hotel has some areas to work on. The cleaning in any area - rooms, restaurants and so on is just not happening yet. You clearly can feel that the staff is not trained yet - neither in the cleaning nor in the restaurant service. Yet - everyone is very friendly it doesn't help if they cant deliver!

The pool is beautiful but the sunbeds are not enough for all the guests. People are using the alarm at 7 in the morning to put towels on all the sunbeds. Not enough beds, not enough sun-umbrellas. Service at the pool is in-existing. For drinks you have to go to the pool bar, but there is only one or max. two guys serving. For 1500 guests this is simply not enough - that's why you have to wait very long. Cocktails are very average but the ingredients and bottles they are using are all brands.

Talking about food - this is the highlight of the Hotel. Food is good and tasty. Everything is fresh and the chefs are knowing what they are doing - good food!

Further weakness is the pool build quality of the Hotel. Everywhere you can see that it is build without passion. It just takes a lot of that "luxury" impression if you see those weaknesses everywhere. Flooded bathrooms, circuit outages or no-water from time to time may happen!

All over all - beautiful Hotel and friendly staff. But clearly non-trained staff and also not enough staff. If the Hotel can improve the Service (massive required!) and the cleaning (massive required!) it might be a new jewel in Belek. Today I would not recommend my friends and family to go there!

Room Tip: You want have the sea-view as the garden rooms are not very pleasant.
See more room tips
  • Stayed: August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
8  Thank L A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this reviewResponded 7 May 2016

Dear L A,

We are highly appreciating your opinion, which you’re shared with us on Tripadvizor.com. Your opinions and observations are with greatest importance and assistance to us in order to be able to achieve the constant improvement, the guest satisfaction and the high quality service we strive.
Once again, thank you for the feedback. We would be happy to see you among our guests again.

Best regards,

Hotels Management
Riu Kaya Palazzo Belek

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Kaya Palazzo Golf Resort

Address: Uc Kum Tepesi Mevkii, Belek 07525, Turkey (Formerly Hotel Riu Kaya Palazzo)
Region: Turkey > Turkish Mediterranean Coast > Antalya Province > Serik District > Belek
Amenities:
Bar / Lounge Beach Beverage Selection Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #16 of 93 Hotels in Belek
Price Range: £118 - £618 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Kaya Palazzo Golf Resort 5*
Number of rooms: 645
Official Description (provided by the hotel):
Kaya Palazzo Belek Hotel, a Kaya Hotels & Resorts signature, introduces you to the quality, comfort and luxury. At Kaya Palazzo, which is comprised of luxurious and comfortable rooms, suites and villas, you may prefer family rooms with double bathrooms, choose one of the suites or terrace rooms with pools, or declare your freedom in the ultra-personalized suites and villas. The interiors of these options are filled of unique features which will make you to feel special. Besides the open buffet restaurant, where you can taste the extraordinary flavours of the international cuisines, at your service are a la carte restaurants offering Lebanese, Asian, Italian, Fish and Steak options. Kaya Palazzo Belek presents the world famous cuisines and is ambitious about the food and beverage. The Snack restaurant suitable both for the Turkish and international, Patisserie with the pleasure of wide range of cake and ice cream, 24 hours room service, bars with various concepts and snack alternatives, it rejoices you even more. Non-stop entertainment that extends from day to night. Exclusive shows that will appeal to your refined taste, special night and parties, live music and cultural activities and tents of joyful details will be waiting you at Kaya Palazzo Belek. Ministones Kids Club that is designed as a unique paradise for kids, awaits the princes and princesses with games, activities, parties and the adventure Aqua Park with 4 water slides. Surrounded by white sand, our heated sea water VIP pool offers an exclusive service to have a unique beach experience in all season. Providing service in a 3.500 m² area, the Spa Center has an international structure, blending the Far Eastern, Turkish, Finnish and Russian themes through its modern architecture. İndoor swimming pool and sauna, steam and snow rooms are at your service for relaxation with their stylish and comfortable designs. For those who want to keep fit our fitness club, as well as professional tennis courts and football fields which meet the international standards. In the championship Kaya Palazzo Golf Club course with 18 holes you are going to live the pleasure of professional golf in the unique nature of the Mediterranean. Palazzo Convention Centre, consisting of 6.800 m² area in total, hosts in a style suitable for your glorious meetings, where the privilege of goods and services could be distinguished easily. ... more   less 
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