Ela Excellence Resort Belek

We booked 4 nights directly through the hotel’s own website (check-in 28 August 2026) and paid €2,440. Travelling with our two small children, we specifically requested a room close to the pools and main facilities and paid roughly €400 extra for that location. Check-in day: in our room at 15:40. We arrived on time, were kept waiting in the lobby for about an hour, and were told the delay was because they were “preparing a better room for us.” We finally got our key at 15:40. The room we were given was not the location we had paid for: it was down by the villas, far from the main building and the facilities. So the €400 supplement bought us nothing. Day two: three hours without a room. After we complained, the hotel agreed to move us and asked us to pack our bags by 12:00. The new room was not ready until 14:58 and we were not even told its number. For almost three hours our luggage sat packed in the old room and we wandered the resort with two tired kids who could not nap and could not go in the sea because there was no room to go back to. I asked twice to speak with a manager. No manager ever came; both times I was told the matter had been “passed to your assistant.” Between the late check-in at 15:40 and the three-hour gap on day two, we lost more than four hours of room use and spent two days living out of closed suitcases. Our holiday effectively started on the afternoon of day two. The compensation offer: late check-out until 14:00 and one dinner at an à la carte restaurant. Late check-out is simply the mirror image of our 15:40 check-in, and we had already told them we would not be able to use it on our departure day; they offered it anyway. The dinner was at the cheapest of the à la carte restaurants, a supplement worth about €20. That is what was put on the table against a lost day on a €2,440 stay. They also sent a bottle of wine as an apology without ever asking whether we drink alcohol (we don’t). Smaller things that add up: the bathrobe in our room was dirty (photo attached), we had to ask three times before children’s shampoo arrived, the hotel app is unreliable, and the Wi-Fi is far too weak for a hotel at this price point.

The experience is bad too maxh bad the hotel is old the room that i was the bathroom it has a very bad smell the food is poor and cheap and everyday the same food the experience it was pretty disappointing

This hotel has a lot of potential and some genuinely lovely staff, let down by a management team who are exceptionally poor, one of the worst I have experienced in a 5 star hotel. The facilities are good and things should have been so much better but I won’t be returning after the issues and lack of customer care that was shown through my stay.

Despite the relative price of the hotel, the buffet remains largely the same each night, and led to me getting food poisoning which lasted for a few days and required medication, not that the management cared when I informed them. The a la carte restaurants charge up to €30 a head as an additional surcharge. Additional surcharges include €30 for an hour on the Paddel court and €5 to get a floatie pumped.

Worse, half the hotel faces towards the giant outdoor band area and amphitheater, which the staff admitted was the noisy half of the hotel, after I requested a move following a few sleepless nights because the band was playing loudly until midnight. The band is directly plugged into large speakers fit for Wembley Arena, so it’s hard to sleep through the noise.

Unfortunately, two clothing items were also shrunk by the laundry department which can happen. However, the management then saw fit to have me meet with 5 staff in total as they ‘launched an investigation’ which was comically farcical and an awkward position to be put in. It felt like being interrogated before eventually they agreed to their fault.

Normally there is a sense of concern or apology when a guest who is paying high peak season prices experiences incidents like this, but instead the management approach each issue with scepticism and arguably need to be retrained in customer care.

I honestly don’t think management care about guest welfare and it felt that Ela Excellence is just a business focused on maximising its own return, which is something I have never experienced in a hotel which pitches itself as a genuine 5 star hotel. Very poor customer experience as a result, despite the general staff being very pleasant and accommodating.