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“Great Hotel but not 5 star service”

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Kaya Palazzo Golf Resort
Ranked #17 of 94 Hotels in Belek
Reviewed 10 September 2013

We arrived early in the Morning and it was a Wow!!! Visually the hotel is fabulous, the rooms are amazing and the welcome we received was great, waking up the next morning to a lovely view of the sea from our huge balcony we thought what a great choice we had made!!
From then on it went down hill, feeding time at the zoo springs to mind when dining in the Restraunt, we lost our table one evening, you have to have eyes in the back of your head as you make your way round the selection of cold food and cold plates, the dining staff were very good and kept the drinks flowing but the overall standard and choice of food was very poor and certainly not 5 star standard. All staff tried hard but the Guest Relations staff were very poor, they did not have a very good understanding of English and as Guest Relations they need to be able to communicate. As for being a Golf Resort!!! There is a Golf Course alongside the Hotel but you have to have a have a Handicap and even the Driving Range which is not great Quality was very expensive. The staff are trying very hard and the Thomson Rep was praising the hotel for the selection of Alcohol avaialable, this is all well and good but the Managers need to concentrate on improving service first, catering needs to be improved, the rooms are great and cleaned every day but all very dusty. We had to move as there was a leak from the room upstairs and the room we were moved to was filthy and my husband was bitten all over from the bed linen!!!
As I stated earlier the Staff are all trying very hard Serife Balkaya is very good and attempted to get to know us, she was very attentive and said hello evry time we saw her, we were also told by the Thomson rep thet the Russians are very good tippers which is why they seem to get served quicker, you should not HAVE to tip in a Five Star hotel, we did to the staff who were good and did not expect it. The A' la carte restraunts booking service was a bit of a nightmare, we were told there was a free A' la carte for two visits but we could not book at all after trying for the third time we gave up and booked the Italian twice which was excellent. The service and food quality was exceptional and so different to the rest of the hotel. Indahim in the Italian Restraunt deserves recognition for his dedication to the customer and his colleagues, he was so attentive and friendly whilst keeping an eye on the rest of the Restraunt, he should be in a Management position, the hotel could learn a lot from him.
We enjoyed our Holiday even with the poor bits, the positives are the pool which is fantastic, lots of breakout areas to chill and relax, the Patisserie which is a great idea and of course the weather made for a lovely relaxing holiday which was what we were looking for but as it is still very new it lacks an atmosphere on an evening. It is unlikely we will be returning.

  • Stayed: August 2013, travelled as a couple
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3  Thank Sonia187065
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 Sonia187065,

Thank you for your review and comments. Your feedback allows us to progress our service and product and to be aware of areas of improvement. Thank you for your assistance.
We would be happy to see you among our guests again.

Best regards,

Hotels Management
Riu Kaya Palazzo Belek

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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879 - 885 of 1,982 reviews

Reviewed 9 September 2013

I hate writing reviews but this hotel is so bad it's unreal!

To begin with when me and my boyfriend arrived we were amazed with how gorgeous this hotel was, because it actually is!! But unfortunately, that's alls it is, a nice hotel! I thought people who had written reviews on here were overreacting and I took no notice but I'm absolutely gutted to say that everything that they have written has came true!!

We were over the moon to be upgraded to a suite with a separate living area and two bathrooms, the rooms are stunning but their riddled in dust!! The cleaners DON'T clean, they tidy up! As disgusting as it sounds, my boyfriend vomited and we tried are best to clean it up and when we came back a few hours later after cleaning had been done, the floor was still dirty??? He shouldn't of vomited on the floor anyway but I suppose that's not really the point haha.

All the bar staff at 24hour and Livio pool bar are soooooo lovely!! Even the waiters around the pool area they get involved and have a laugh which is a nice change because sometimes they can be very miserable looking! but the staff at reception aren't all there with it, they need major training skills and the language barrier is ridiculous!!

Can't fault the weather it's been absolutely gorgeous but a bit too hot so we've been coming back to the room about 5ish and Im only saying this because one day I was just wearing a towel after getting out the shower and walked back in our room from being on the balcony to find a member of staff casually standing on her MOBILE in the sitting area of our room!!!!!!!! When we asked her what did she want she put her hand up too us as if she was saying wait. Cheek!! Then she made out as if she was "house keeping" even though house keeping had been done hours before... And then my expensive Ralph Lauren sunglasses mysteriously went missing???

The night before that around 7pm, we heard ANOTHER member of staff letting herself an a plain clothed male into our room!!! Neither of these two staff knocked at the door or announced themselves when coming in! I am fuming!!

Chicken wings!! Disgusting... My boyfriend bit into them to find a massive load of UNCOOKED and BLOODIED meat!!!! And if I had children I would not be feeding the from children's corner!! Alls the ever have out is "puréed corn and rice ... Puréed vegetables ... Boiled fish balls ... Chips" I'm sorry but my dog gets fed better than that!!

I feel like such a moaner writing this but I've done nothing but rave about this hotel to family and friends back at home and now I regret it so much!! This hotel needs a long way to go before it even dare prides itself in being a RIU!!!! This hotel is nowhere near Riu standards!! It's just a pretty building with the exception of a couple of good staff who make the effort with you.

Room Tip: 2227 and numbers above and below are good rooms with lovely views. Don't go lower than 2215 and...
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  • Stayed: September 2013, travelled as a couple
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5  Thank Lacey1993x
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 Lacey1993x,

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.

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 8 September 2013

arrived on 3 sept to VIP welcome and been made to feel same since. all rooms are great EVEN garden rooms! food is very good, service excellent and entertainment team keep you going all day if you want. special mention to Esther on boccia duty and Sedat in restaurant.

  • Stayed: September 2013, travelled as a couple
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4  Thank Andrew M
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 Andrew M,

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 8 September 2013

not sure where ,some of the poor reviewers were staying ,but this hotel is ok ,the staff were as good as any of the other belek hotels i've stayed at ,always coming round asking if you required another drink ,the pier guys were the best i've seen in some time .service in the restaurant was fine, easy to get a table not overcrowded. food was fine always find something you liked ,rooms were big cleaned every day mini bar filled also
.I would say if you treat them well ,they will do the same for you .as for the hotel overall yes it was rushed and things need sorting but they do not affect your holiday if you are going there you will not be disappointed

Room Tip: main building 5th floor ,great views
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  • Stayed: August 2013, travelled with friends
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2  Thank ayoungoldie
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 ayoungoldie,

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 8 September 2013 via mobile


Weather has been fantastic since we arrived and we have hardly seen a cloud. The hotel is very modern with a contemporary feel yes few issues with bits and pieces that heed repairing but these are silly little things that have not spoilt my holiday so far.

Most of the staff are very good but there are language problems especially with reception who when you contact them nine times out if ten put your through to guest relations so I now go straight to Guest relations and to be fair they do there best and its usually resolved but you do have to patient.

The staff who do the animation are great with Ezster,Alihan,Olga,Cherise,Natalya all doing a good job to make the day as much fun as they can.

The Boccia is normally hosted by Ezster who really is excellent.

The bar staff at the pool bar are friendly and give good service but Mustafa who does one of the Drinks trolleys is excellent and is always polite and likes to help as much as he can likewise all the other pool waiters are polite and friendly but Mustafa goes that little bit more.

The Livio Snack bar is nice and food is always hot with Alithan ( not sure if spelt correctly) the waiter brilliant credit to the hotel. The staff in the Cigar Bar are very good and we never wait to have a drink etc.

Pools are nice water is warm odd tile here and there need to be fixed but have pointed this out three days ago and still not repaired.

We have met some great guests whilst we have been here and it makes for a good evening with a few drinks you know who you all are.

I will write a full review when were home I hope the weather holds.



  • Stayed: August 2013
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4  Thank philipg1965
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 philipg1965,

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 7 September 2013

brandnew hotel and of course nothing works...

daily several electricity brake downs, not funny when you get stucked in the elevator.

Positive: rooms big, beds comfortable, bathroom very good. Hotel is generally nice, modern, a good place to make nice holiday... teoretically...

negative:

i will not make a long long list with things that can and will be improved.

Only some important negative remarks:

- air condition didnt worked well in the forst 2 days, only after several complains. It seems to be a general problem with the a/c, cause the temperature was often diferent in several places of the hotel

- building materials are very poor quality, you will need a refurbishing next winter... many tiles broken, windows, mirror broken, we could see how every days more and more construction failures appears

- not enough furniture in the rooms !!! is not possible that guests must leave theyr belongings on the floor !!!

- staff absolutely not trained with what they have to do. biggest problems: room maid simply took the coins from my working desk, and cleaned the keypad of my (in use) laptop. Pier party with 500 guests and only 3 barkeeper, lobby bar barkeeper extremely slow. Room was not cleaned every day, mini bar was not filled out every day

- main restaurant overcrowded, and opening hours are to short. When closing, within one minute food disappeared, even if still many guests wants to have theyr dinner. After I tried twice, I refused to have breakfast, cause had to wait for my omlette 15min or more. Food is ok, but not almost same during the whole week

- still a lot of dirt from the building works...

Positive: Staff extermely friendly, especially Leyla from guest relatiuon and Erdal from asian restaurant. I am sure the rest of the staff can be trained as well

I know the hotels in Belek and I will NOT recommend to my friends to spend theyr holiday in this hotel. Give them some time to improve and to fix theyr problems.

If you want luxury with action, go to Maxx Royal, if you want real and decent luxury, go to Calista

Room Tip: do NOT accept a garden wiev room which is NOT in the main building !!!
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  • Stayed: August 2013, travelled with friends
    • Value
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1  Thank paulwien1
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 paulwien1,

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.
Once again, our gratitude for your 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 6 September 2013

I would like to mention everybody but the review would go on for ever ! This hotel was improving everyday and within one year this will be in the top ten hotels of the Turkish riviera ! I would like to thank ALIHAN and CHERISE for making our children's holiday, not only during the day but also in the evenings ! Always making sure they where fully enjoying there holiday ! Thankyou you are a great asset to the hotel ! Also many thanks to the bar staff and waiters to many to mention but you will not be disappointed ! These guys and girls work very hard, I found if you treat them with respect and politeness nothing is to much to make your holiday first class !

  • Stayed: August 2013
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4  Thank Gio-Luca-Libby
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 Gio-Luca-Libby,

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
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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 #17 of 94 Hotels in Belek
Price Range: £108 - £609 (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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