Kleopatra Atlas Hotel

Unfortunately, our experience with this holiday was extremely disappointing, especially considering that we paid around €1,300 for two people and expected to receive what was clearly stated in our booking.

Our TUI accommodation document specifically stated a “Double Room – Garden View / Pool View.” However, when we arrived at the hotel, we were given a completely different room with three beds, on the third floor, without the garden/pool view we had booked and paid for.

The condition of the room was also far below what we expected. There were numerous visible signs of damage and poor maintenance: damaged and chipped furniture, badly worn door frames, damaged fittings and finishes, problems around the balcony/window area, and several issues in the bathroom. The shower area was damaged and the shower door did not close properly. We even found an insect inside the room. We have photographs documenting all of these issues.

We immediately went to reception and explained that this was not the room stated in our booking. We asked to be moved to the correct room, but we were told that there were no other rooms available and that we should contact our travel agency.

What made the situation even worse was the attitude we received when trying to resolve the problem. Instead of offering a reasonable solution for accommodation that did not match our booking, the hotel manager essentially told us that if we were unhappy, we could go to another hotel.

This was incredibly frustrating. We did not travel all the way to Turkey and pay €1,300 for a package holiday just to arrive and be told to find another hotel because the accommodation provided did not match what was booked.

And unfortunately, the problems started even before arriving at the hotel.

Our airport transfer took approximately three hours, making the beginning of the holiday exhausting and frustrating. We also travelled as a couple under the same booking but were allocated separate seats on the flight, despite trying to clarify the seating situation beforehand.

The biggest issue for us is the difference between what was sold and what was actually provided. If our booking says “Double Room – Garden View / Pool View,” that is what we reasonably expect to receive. We should not have to arrive at the destination, discover that the room is different, find multiple maintenance problems, and then spend our holiday arguing with reception and trying to contact the travel company.

A holiday is supposed to be something you look forward to, especially when travelling as a couple. Instead, from the flight and the extremely long transfer to the incorrect room and the way our complaint was handled, the experience caused unnecessary stress and seriously affected the beginning of our holiday.

We have photos of the condition of the room as well as our official booking documentation showing the room type we were supposed to receive.

I am posting this review because I believe future guests should know about our experience before booking. I strongly recommend that anyone booking this hotel through a travel agency check exactly what room category they are paying for and keep copies of all booking documents.

Based on our experience, I cannot recommend this hotel or the way this situation was handled.

I had a wonderful stay at Kleopatra Atlas Hotel. The location is perfect, just a short walk from the beautiful Cleopatra Beach and close to many shops and restaurants. The rooms were clean, the food was tasty with plenty of options, and the atmosphere was relaxing.

The biggest highlight of our stay was the amazing service. A special thank you to Fatih, who was the best waiter! He was always friendly, and made us feel very welcome every day. His excellent service made our holiday even more enjoyable.

I highly recommend this hotel and would definitely come back.