Kleopatra Royal Palm

Absolutely disgusted! Given a room with 2 proper single beds and a put me up single bed for 2 adults and one 9 year old child, which was clearly just about big enough for a double bed and two people, hardly any room to walk out onto balcony, no where to put suitcases and couldn’t use wardrobe or safe as was blocked by 3rd bed. One plug socket for all of us!

Food - disgusting lack of choice, not cooked properly and nothing really for children, also never met such a rude team of hotel restaurant staff who think it’s perfectly acceptable to lean across you whilst your still eating to reach other side of table.

People are rude, don’t make any effort to speak so you can understand. Spoke to reception who didn’t want to know.

Sing pools are small, ok there’s 2 pools and the slide pool but all tiny. Floors slippy and dangerous as people walking around in hotel areas wet from pool.

AVOID AT ALL COSTS!!!!!

To begin with, upon arrival we were allocated the wrong room despite having paid an additional supplement for a sea view room. After raising this with reception, the issue was eventually rectified the following morning. While I appreciate that the hotel corrected this, it meant the first day of our holiday was unnecessarily disrupted.

Unfortunately, once we moved into the correct room, we encountered numerous maintenance and safety issues. The refrigerator did not work and was unable to keep drinks or food cold. Although it was replaced quickly, the replacement only appeared to function when the room key was inserted and the electricity was activated, making it ineffective whenever we were out of the room.

The cabinet beneath the television in the main room was also faulty. When I opened the cupboard door, it completely came off its hinge and struck me on the leg, which could have resulted in a much more serious injury.

The balcony door handle in the main room was hanging off, making the door extremely difficult to open and close. In the smaller bedroom, the balcony door did not lock at all, creating a significant security concern.

The bathroom was also unsafe. Every time the shower was used, water leaked from the bottom of the shower enclosure, flooding the bathroom floor and effectively turning it into a wet room. This created a very slippery surface and presented an obvious health and safety risk.

Towards the end of our holiday, the air conditioning unit leaked heavily and eventually burst, soaking the bed and floor. This incident caused considerable disruption and meant I had to miss a jewellery shopping trip that I had booked in advance while waiting for the issue to be dealt with.

Another major concern was the complete lack of a TUI representative at the hotel throughout our entire 10-day stay. Had a representative been available, I would have raised these issues during the holiday. Without any TUI support, I felt I had nowhere to turn.

We also found the behaviour of some hotel staff to be extremely disappointing. It was very noticeable that Turkish guests appeared to receive preferential treatment. British guests and those of other nationalities were often stopped from doing things that Turkish guests were allowed to continue doing without question. This created an uncomfortable and unfair atmosphere throughout our stay.

The snack bar staff were particularly rude towards children. My eight-year-old son is an extremely fussy eater, and the snack bar was often the only place where he could find something he would eat. However, staff would insist that children stand and eat alone at the snack bar and would not allow them to take their food back to the main pool area to eat with their parents. This was upsetting for both my son and our family.

The food overall was another major disappointment. There were very few suitable options for children at meal times, and because of this we had little choice but to eat outside the hotel on most evenings despite having paid for an all-inclusive holiday. This resulted in significant additional expense that we should never have incurred.

Hygiene standards at the snack bar were also unacceptable. There were flies in abundance, landing directly on the food during lunchtime service, making it unpleasant and unhygienic.

Safety around the water slides was another serious concern. The lifeguards who were supposed to be supervising the slides were frequently sitting at the snack bar eating and chatting rather than watching the children. I personally witnessed several children colliding with one another after coming down the slides too quickly, as well as multiple children climbing back up the slides incorrectly without any intervention or adult supervision. This represented a serious accident waiting to happen.

The evening entertainment was also well below expectations. On several nights there was no entertainment whatsoever apart from the children's mini disco. This is not what we would expect from a hotel advertised as a four-star all-inclusive resort.

Finally, the all-inclusive drinks selection was extremely poor. Alcoholic drinks were limited to gin, vodka, whisky and beer. There were no cocktails or wider range of drinks available, which again falls well below what most customers would reasonably expect from a four-star all-inclusive hotel.

Overall, I do not believe that the Kleopatra Royal Palm Hotel deserves its advertised four-star rating. The accommodation, food, facilities, entertainment, maintenance and customer service all fell significantly below the standard promoted when booking through TUI.

As there was no TUI representative available during our stay, and because I already felt that non-Turkish guests were being treated differently by some staff, I did not feel comfortable making formal complaints whilst at the hotel for fear of receiving negative treatment for the remainder of our holiday. I therefore believe it was more appropriate to raise my concerns once I had safely returned home.