Karbel

The hotel's location is excellent—right by the beach and the strip, with shops, bars, buses and taxis all within walking distance. We also loved Buzz Bar on the beachfront; the food is amazing and definitely worth a visit. The room was disappointing . We were on the ground floor facing the road, had no WiFi for the first couple of days, and there was a loud water noise every 30 minutes. We were told we could move rooms, but the next morning another receptionist said no. The food was a highlight: loads of choice, full of flavour, and options for picky eaters. The drinks were less impressive—the all-inclusive alcohol was quite weak, the wine wasn't great, and branded spirits and cocktails cost extra. The pool was lovely, although there weren't enough sunbeds and quite a few were broken. The staff really made the holiday, especially Essen from the entertainment team and Cameron from the spa, who were both so friendly and welcoming. Overall, we had a great holiday and it's good value for money. Just don't expect much from the all-inclusive drinks—if you're coming for a drinking holiday.

FORMAL COMPLAINT – ACCOMMODATION FAILURE, FINANCIAL LOSS, CUSTOMER TREATMENT, REPORTED OVERBOOKING AND HYGIENE CONCERNS Copied to: Republic of Türkiye Ministry of Culture and Tourism

I am submitting this as a formal complaint concerning my most recent stay at the Karbel Hotel. I am also copying this complaint to the Republic of Türkiye Ministry of Culture and Tourism because of the seriousness of what occurred and the hotel’s failure to resolve the matter appropriately.

I am a 61-year-old woman who travels alone from Cardiff, Wales, and I have stayed at the Karbel Hotel approx 17 times within the past 12 months. I have repeatedly chosen to return to the hotel and have booked directly with the hotel on numerous occasions.

That level of repeat custom demonstrates the loyalty I have shown to the Karbel Hotel. I am therefore extremely disappointed and upset by the way I was treated during this most recent visit.

I was Informed on the runway that the hotel could not accommodate me I had booked four nights directly with the Karbel Hotel and had arranged my return travel on the basis of that four-night stay.

It was only when I was on the runway in the UK and about to take off for Türkiye that I received a message from the hotel’s Guest Relations informing me that the hotel did not have a room available for me for my final night.

As a 61-year-old woman travelling internationally alone, being informed at the point of departure that I might have nowhere to stay for the final night of my trip caused me considerable anxiety and distress.

I arrived at the hotel not knowing whether I would have accommodation for the full period I had arranged or what I was expected to do about my existing return travel

When I arrived at the Karbel Hotel, I expected management to take responsibility for the problem and provide me with a clear solution.

Instead, I was told there was nothing they could do and that I will have to leave early.

I had travelled for a four-night stay, yet I did not even feel able to properly unpack my suitcase because I was left wondering what I was going to do. when I would have to leave.

Rather than a manager taking ownership of the situation, I was instructed every day to return to reception and ask again whether I would be able to stay for my final night.

This uncertainty continued throughout what should have been a short break. Instead, my holiday became dominated by worry about my accommodation and whether I would have to rearrange my journey home.

The receptionists I dealt with were regular members of the hotel’s reception staff, yet they were not wearing name badges. I found their manner towards me rude, dismissive and completely inappropriate for front-of-house staff dealing with a paying customer.

On one occasion, while I was trying to establish what was happening with my accommodation, a young female receptionist put her head in her hands and repeatedly said: “Oh, my head! Oh, my head! Oh, my head!”

I was not creating the problem. I was simply trying to establish whether the hotel intended to honour the accomm arrangements I had made and what I was supposed to do.

Six requests to speak to the GM During this situation, Despite those six requests, the GM never came to speak to me. I find this particularly difficult to understand.

A guest who has stayed at the hotel 17 times in 12 months was facing the possibility of having no accommodation for the final night of a direct booking, yet I was unable to obtain a conversation with the General Manager despite repeated requests.

I was not expecting preferential treatment because I was a regular customer. I was expecting basic management responsibility when a serious problem arose.

Because I still had no reliable confirmation that I would have accomm for my final night, I felt I had no reasonable alternative but to change my travel arrangements and return to the UK early.

As a direct consequence, I incurred £297 in additional costs, comprising my replacement flight and the necessary return journey to the airport. These were expenses that I would not have incurred had my four-night accommodation been honoured or the problem been resolved within a reasonable period.

Told I could stay only five minutes before leaving What happened on the morning of my departure was particularly unacceptable.

My transfer driver was booked to collect me at 11:00 a.m. Turkish time to take me to the airport.

At approximately 10:55 a.m. – just five minutes before my scheduled collection – I was suddenly informed by reception that I could, after all, keep my room for the final night.

My replacement flight had already been purchased and my driver had arrived to take me to the airport.

After days of uncertainty, I find it extraordinary that confirmation that I could remain was finally given to me only five minutes before I was due to leave the hotel.

When I challenged the situation, I was spoken to in a raised and disrespectful manner and repeatedly asked: “What do you want me to do? What do you want me to do?”

I had to tell the receptionist to lower his voice.

I was a paying customer attempting to resolve a situation I had not created. I do not consider being spoken to in this manner acceptable treatment of any hotel guest.

Following the incident, I continued communicating with the Guest Relations Manager through WhatsApp, a method of communication that has regularly been used between us.

The explanations I received concerning my booking were contradictory.

The Guest Relations maintained that the accommodation had been booked, while I was informed that the General Manager’s position was that it had not been confirmed.

Furthermore, the Guest Relations has subsequently stated to me in writing in a WhatsApp message that she is taking no blame whatsoever for what happened.

I have retained this written WhatsApp correspondence and can provide it as evidence. I find this response particularly disappointing.

I was not asking individual members of staff to argue about who was personally to blame. As the paying customer, I simply needed the Karbel Hotel to take responsibility as an organisation, establish what had gone wrong and resolve the problem.

Whether the failure occurred within Guest Relations, reservations, reception or senior management is an internal matter for the Karbel Hotel to resolve.

Instead, I was left caught between conflicting explanations while nobody appeared willing to take responsibility for resolving the situation.

Ultimately, it was me, the customer, who suffered the distress, lost part of my holiday, had to return to the UK early and incurred £297 additional costs.

I am particularly concerned because, through my numerous stays and conversations with other returning guests, I have become aware that the Karbel Hotel has become widely known among guests for alleged double booking/overbooking and subsequently sending affected customers to various other hotels when accommodation is unavailable.

I understand that other customers have reportedly arrived expecting to stay at the Karbel Hotel only to be transferred to alternative accommodation because the hotel could not accommodate them as arranged.

Given what happened to me personally, I believe this issue warrants serious attention. I appreciate However, these repeated reports are extremely concerning when considered alongside my own documented experience.

I had arranged a four-night stay directly with the Karbel Hotel, yet I was informed only when I was already on the runway and about to fly to Türkiye that the hotel could not accommodate me for my final night.

I therefore specifically request that the Republic of Türkiye Ministry of Culture and Tourism consider whether other complaints have been received regarding double booking, overbooking or customers being moved from the Karbel Hotel to alternative hotels.

If there is a repeated practice of accepting reservations and subsequently being unable to accommodate customers, resulting in guests being transferred elsewhere, I believe this is a matter that the appropriate tourism authority should be made aware of and, where over booking.

I would also like to record a significant difference between this and last visit. During my previous visit, the regular bar staff were absolutely second to none. They were friendly, hardworking, professional and a genuine credit to the Karbel Hotel.

As somebody who has stayed at the hotel so frequently, I knew these familiar members of staff, and the excellent service they provided contributed to my decision to continue returning. When I returned just three weeks later, however, none of the regular bar staff were there.

I have subsequently been informed that members of this team had left following issues relating to payment of their wages, including receiving only part of the wages due to them.

I recognise that employment and payroll matters are primarily between the hotel and its employees.. Nevertheless, as an extremely frequent returning guest, the sudden absence of the established bar team was immediately noticeable, and level of service at the hotel felt markedly different.

My complaint concerns the management of my booking, the handling of the resulting problem, the conduct I personally experienced at reception and the apparent lack of accountability from senior management.

On the morning I was leaving the hotel, I also observed what appeared to be cat faeces on one of the large sofas in the reception area, where hotel guests sit. I have photographic evidence of what I observed.

I consider this a legitimate cleanliness and hygiene concern in a communal guest area, and I am prepared to provide the photograph to hotel management and the appropriate Turkish authorities.

As a direct consequence of the hotel being unable to provide timely confirmation of accommodation for my final night, I was forced to change my travel arrangements and return to the United Kingdom early.

The total additional cost to me was £297 comprising my replacement flight and the necessary return journey to the airport. I am therefore formally requesting reimbursement of the full £297

I am formally requesting

1. Reimburse me the full £297 in additional travel costs I incurred as a consequence of this situation. Also hardly any food left after 8.10 pm
2. Provide a written explanation of how my direct four-night accommodation arrangement resulted in me being informed, while already on the runway about to fly to Türkiye, that there was no room available for my fourth night.
3. Confirm whether double booking or overbooking played any part in the hotel’s inability to accommodate me.
4. Explain why I was required to repeatedly approach reception for updates rather than a member of management taking responsibility for resolving the problem.
5. Explain why my six separate requests to speak to the GM did not result in the GM meeting or speaking with me.
6. Address the contradictory explanations regarding whether my accommodation had been booked or confirmed.
7. Address the written WhatsApp communication from the Guest Relations stating that she is taking no blame whatsoever for what occurred.
8. Investigate the conduct and customer-service standards of the reception staff involved.
9. Address the cleanliness and hygiene of the toilets in bar area are absolutely disgusting.
10. Provide a formal written apology from senior management for the distress, inconvenience, loss of part of my holiday and financial loss caused.

I additionally request that the Republic of Türkiye Ministry of Culture and Tourism consider whether there is a wider pattern of complaints concerning overbooking, double booking and customers being moved from the Karbel Hotel to alternative hotels.

I have retained evidence relevant to this complaint, including: • Booking and accommodation correspondence; • WhatsApp communications with the Guest Relations Manager, including her written statement concerning responsibility; • Travel documentation; • Evidence of the 297 additional costs incurred; • Photographic evidence from the reception area.

I am prepared to provide this evidence to the Republic of Türkiye Ministry of Culture and Tourism and/or the appropriate Turkish consumer authority.

I have stayed at the Karbel Hotel approximately 17 times in just 12 months. That demonstrates how highly I previously regarded the hotel and the extraordinary level of repeat custom and loyalty I have shown.

I did not expect special treatment because I am a regular guest.

I did, however, expect the accommodation I had arranged to be honoured, to be treated respectfully when a problem arose, and for senior management to take responsibility for resolving a serious situation rather than leaving me to repeatedly chase reception for answers.

After approximately 17 stays, I find the way this situation was handled extremely upsetting and disappointing.

I now request a substantive written response from senior management addressing each of the individual points raised in this complaint, rather than a generic acknowledgement.

Please also confirm how and when the £297 reimbursement will be made.

I look forward to receiving your prompt response.

Jacqueline Dymock jacquiedymock@gmail.com

Supporting evidence available: Booking correspondence WhatsApp correspondence with Guest Relations Manager Travel documentation Proof of additional travel costs – £297 Photographic evidence from reception

The way I have been treated on this holiday has been completely unacceptable. Some of the reception staff seriously need a lesson in manners because the way I was spoken to was downright rude. I can honestly say this has been the worst holiday I’ve ever had, and Maria will tell you just how upset I’ve been.

My room key had to be reset practically every time I tried to use it. Every lunchtime the cleaners would sit all along the corridor and wouldn’t even move out of the way when I came out of my room. Food was being left around, which resulted in hundreds of ants outside my room.

The hotel has gone downhill so much. I’ve stayed before and I’m not someone who normally complains or voices my opinions, but this time I absolutely will be making a complaint. Even Trevor has text me saying we need to go to a different hotel next year. For the prices they are charging, it’s a joke.

I’ve also heard rumours that TUI may pull out because of the number of complaints. If that is true, after what I’ve witnessed, it really wouldn’t surprise me.

Yesterday, a young family with a little boy who had tubes in his stomach had been promised a courtesy room, only to be told there wasn’t one available. I thought that was absolutely diabolical.

Ferdi was nowhere to be seen. I managed to speak to him once during the whole holiday. Then today, with my driver picking me up at 11am, I was actually on my way out when the male receptionist suddenly told me I could stay! Everyone was in shock. Why tell me that when I’m literally leaving?

I genuinely don’t complain, but I will be voicing my opinion about this because the whole experience has been unacceptable from start to finish.

And to top everything off, look at this! Apparently it’s been there for an hour. I’m absolutely fuming.

Cat faeces on the seating area in reception left for over an hour!!

This last message from guest relations is in all the photographic evidence and lots more! The way I have been treated on this holiday has been completely unacceptable. Some of the reception staff seriously need a lesson in manners because the way I was spoken to was downright rude. I can honestly say this has been the worst holiday I’ve ever had, and Maria will tell you just how upset I’ve been.

My room key had to be reset practically every time I tried to use it. Every lunchtime the cleaners would sit all along the corridor and wouldn’t even move out of the way when I came out of my room. Food was being left around, which resulted in hundreds of ants outside my room.

The hotel has gone downhill so much. I’ve stayed before and I’m not someone who normally complains or voices my opinions, but this time I absolutely will be making a complaint. Even Trevor has text me saying we need to go to a different hotel next year. For the prices they are charging, it’s a joke.

I’ve also heard rumours that TUI may pull out because of the number of complaints. If that is true, after what I’ve witnessed, it really wouldn’t surprise me.

Yesterday, a young family with a little boy who had tubes in his stomach had been promised a courtesy room, only to be told there wasn’t one available. I thought that was absolutely diabolical.

Ferdi was nowhere to be seen. I managed to speak to him once during the whole holiday. Then today, with my driver picking me up at 11am, I was actually on my way out when the male receptionist suddenly told me I could stay! Everyone was in shock. Why tell me that when I’m literally leaving?

I genuinely don’t complain, but I will be voicing my opinion about this because the whole experience has been unacceptable from start to finish.

And to top everything off, look at this! Apparently it’s been there for an hour. I’m absolutely fuming.

The way I have been treated on this holiday has been completely unacceptable. Some of the reception staff seriously need a lesson in manners because the way I was spoken to was downright rude. I can honestly say this has been the worst holiday I’ve ever had, and Maria will tell you just how upset I’ve been.

My room key had to be reset practically every time I tried to use it. Every lunchtime the cleaners would sit all along the corridor and wouldn’t even move out of the way when I came out of my room. Food was being left around, which resulted in hundreds of ants outside my room.

The hotel has gone downhill so much. I’ve stayed before and I’m not someone who normally complains or voices my opinions, but this absolutely will be making a complaint

Many returning guests that we have spoken to will not be returning next year. Even Trevor has text me saying we need to go to a different hotel next year.

I’ve also heard rumours that TUI may pull out because of the number of complaints. If that is true, after what I’ve witnessed, it really wouldn’t surprise me.

A young family with a little boy who had tubes in his stomach had been promised a courtesy room, only to be told there wasn’t one available. I thought that was absolutely awful.

GM was nowhere to be seen. I managed to speak to him once during the whole holiday. Then today, with my driver picking me up at 11am, I was actually on my way out when the male receptionist suddenly told me I could stay! Everyone was in shock. Why tell me that when I’m literally leaving?

I don’t complain, but I will be voicing my opinion about this because the whole experience has been unacceptable from start to finish.

And to top everything off, look at these photographs from the replies from the ‘guest relations manager, who thrives on gossip and tells other guests your private and confidential information! That goes to a worker on the strip!! FACT!

The best people in that hotel is sedat the hair salon owner, Omar the photographer who always smiling and remembers everyone name and the lovely Tammer

I did not have 1 meal there food has gone downhill from 3 weeks ago on my last visit but at 8.10pm no salads, no orange juice for months!! I was actually told by a good source it’s too expensive to buy! Food was diabolical.

This will not be left to ride I will be in contact with the Republic of Türkiye Ministry of Culture and Tourism