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.
- 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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