Honey
Very disappointing experience for a so-called 5-star hotel. The reception staff were not friendly at all. Whenever you had a problem, their only response was “sorry,” with no effort to actually solve anything. They repeatedly said “we will contact you,” but nobody ever followed up. Communication was poor and promises meant nothing.
Especially Mr. Serdar and Umut were extremely unhelpful. During my entire stay, despite having a disability and a valid disability parking permit, I was never able to use the designated disabled parking space at the hotel entrance. It was constantly occupied by regular cars without any disability permit displayed.
I complained several times to Mr. Serdar and Umut, but my concerns were ignored. Because of my disability, I was forced every day to park far away from the hotel and walk longer distances. For a 5-star hotel, this is a huge shame. It felt as if parking spaces were being informally given away without respecting disabled guests’ rights.
What shocked me the most was that Mr. Umut openly told me during a heated discussion that when there were no spaces available, they gave the disabled parking spots to friends and acquaintances. He raised his voice and spoke aggressively to me. I found this behavior completely unacceptable, especially toward a disabled guest.
To make things worse, on our last day our flight was at 11 PM, and despite the weather being around 28°C and despite my disability, they refused to extend our room even for only two extra hours. There was absolutely no understanding, flexibility, or care shown toward guests.
This level of service and attitude is unacceptable and far below what anyone would expect from a 5-star hotel.
Dear Elegance Hotels International,
Thank you for your response. Unfortunately, instead of addressing the issues raised, you have chosen to deny them and imply that your guest is not telling the truth.
Claiming that your internal review and camera footage found no issues proves nothing. An investigation conducted solely by the hotel about its own staff cannot be considered independent or impartial.
I stand by every word of my review. During my stay, I experienced numerous problems, including the absence of hot water, damaged and worn towels, unprofessional and rude behavior from reception staff, and a complete lack of consideration for disabled guests.
Regarding the disabled parking spaces, your own staff member, Mr. Umut, clearly stated that when necessary, those spaces are given to friends and acquaintances. That alone raises serious concerns about fairness and equal
treatment.
What is even more disappointing is that instead of acknowledging guest complaints and working to improve your services, you appear more interested in hiding problems than solving them.
I also took the time to read many other reviews, and it is clear that my experience was not an isolated case.
As for your bar service, the cocktails were far below the standard expected from a hotel that claims to offer 5-star service. The Piña Colada was particularly poor and demonstrated a lack of basic bartending skills.
I did not write my review to harm your business.
I wrote it to share my genuine experience.
Guests have the right to express honest opinions, and hotels should focus on improving their service rather than attacking the credibility of their customers.
Your response says far more about your management culture than my review ever could.
The photos clearly show torn towels provided to guests and vehicles without a valid disabled parking permit occupying spaces reserved for disabled guests.
M A
+ Cosy bedrooms, nice pools and excellent location.
- Hungry first two days due to the poor variety of food. Food quite repetitive and underwhelming. Evening shows started late at 10pm, only for an hour or so which was disappointing. I also wasn't impressed that women with their buttocks on display were dancing on stage for the entertainment. Extremely inappropriate and pretty revolting to be honest. Bath was chipped, and I also noticed rocky hand rails on the floor I was staying on. Not safe nor is it appealing to see. Not sure how they were registered as a 5* hotel.
2/5 for me. Won't be going back to this hotel.
Rob Swinfield
Our Third Visit – Still Amazing!
My wife and I recently took a short trip back to the Elegance – our third time here – and what can I say? Just like our previous visits, it was absolutely amazing.
The staff are always so polite and helpful, and everything from the pools to the rooms is kept spotlessly clean. The snack bar is always fresh and well-stocked, which is a great touch. The restaurant as a good mix of food.
Overall, it’s been another wonderful holiday, and we’re already hoping to be back
Tessie L
We had a fantastic stay! Beautiful hotel with great staff, and they put on the best shows along the boulevard + I loved the piano man!!! The food is varied and tasty, though meals are served indoors only, so you can’t really enjoy the sunshine while dining.
The only downside is that by 9 a.m. all the loungers are already “reserved” with towels, which is a bit disappointing. The beach area plays loud club music, though the crowd itself is fine, just tourist. Turkey is definitely touristy, but the hotel and surrounding area are great.
(Since I’m not a big fan of crowded tourist spots, I often rented a scooter to explore off-road and discover more secluded places, including some unique snorkeling spots. That really added a special touch to my trip).
Arthur Celik
We have been 14 days in this hotel and it has been a wonderful experience. In the many years I’ve come to Marmaris, I have never had a similar experience as to this one. We will definitely come back next year. In particular I would like to thank both Melda and Devrim as they truly made our stay even that much better.
