I can call myself a regular customer of the place, and I am far from being capricious but this time I have very mixed feelings. It’s a long story, and it must be read and taken into consideration by the hotel management and the owners of the business! Here I only assess the service. My husband and I stayed here in 2020 and 2021 during the tough years of the pandemic, last year together with our 19-year-old daughter and my elderly parents. All the five of us loved the place so much that we made a decision to book it again this year. However, it was fully booked till 26, October. Our vacation started on 16, October and we stayed at another hotel of the same chain (Hane Smart) and moved here on 26, October because we desperately wanted to stay here. It was a mistake, though. When we arrived we found out that the Hane Family was overbooked and they could not provide us with 2 rooms (we booked a family and a standard) and offered all of us to stay in a family suite for 2 nights. 5 adults, 1 bathroom… We did not mind it though we were not pleased that much. The receptionist (Nuriyam) apologised for the inconvenience and offered an a la carte restaurant reservation, a free safe box (it’s a paid service here) and free cocktails each of us (imported alcohol cocktails cost 5 € per one). When we decided to have our cocktails in the lobby bar they told us to go to the pool bar with our cocktail vouchers. It was 11:30 am. A man at the bar refused to serve us for a reason he tried to explain in… German. I work in a hotel myself and I should point out that the international language of hospitality is still English, even in Turkey, isn’t it? Even if you mainly work with German tourists, you have to speak elementary English! And your non-German tourists are not supposed to speak German! We left our parents and daughter at the pool and went to the reception to clarify the situation. The same receptionist called the pool bar and told us to get back and get the cocktails. We went there again, and again the same man at the bar refused to serve us. We insisted, he answered something in a foreign language which was a mix of some words with a few English words among which I could only get ‘eat’ and the gesture of eating. It was also obvious he couldn’t make cocktails or didn’t want to do it. What he meant was still unclear to me. I was looking at him in great surprise and he pointed at his temple with his index finger near which in most European countries is considered to be an indication ‘you are stupid’ A hotel employee showing a guest that he or she is stupid with a gesture!!! Very rude and highly unprofessional!!! I was shocked! We went to the reception AGAIN. This time the receptionist called the restaurant manager and went with us. It turned out that the man at the bar is.. just a waiter who poured beer and Sprite while the real bartender was having his lunch. He simply could NOT explain it in English, because his English is so poor that he even cannot say ‘barte
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