Thank you for responding, but unfortunately many parts of your reply are not accurate, and I need to clarify the facts for anyone reading this review.

1. Communication & English-speaking staff

We sent two emails before arrival regarding our delayed flights. We received no reply at all, even after checking spam folders.
Upon arrival, communication was extremely difficult. The reception staff struggled with even basic questions, and repeatedly told us “wait, manager tomorrow.”
The next morning, we were told:
“Manager is off this weekend.”
Only after insisting strongly did someone finally call the manager for us.
So your claim that the manager was “in a meeting” is simply untrue.

2. Incorrect statements about facilities

Your reply says information about the indoor pool “clearly shows availability from November 1st.”
It does NOT say this anywhere on Booking.com.
Had this been shown, we would have chosen another hotel. Closing one of the main advertised facilities without informing guests beforehand is misleading.

You also claim the arcade and game room were never advertised as complimentary.
Your listing does not mention any extra charges, and in almost all 5-star Antalya resorts, these areas are included.
The same applies to the children’s outdoor play areas and slides being “closed for the weekend” — again, this was never disclosed.

If facilities are closed due to season or weekend operation, guests should be informed before booking, not after arrival.

3. Misleading all-inclusive concept

You state that extra fees for à la carte restaurants are “clearly indicated” and explained at check-in.
This is not visible on Booking.com, nor was it mentioned before we arrived.
When a resort advertises all-inclusive, charging €12 per person per restaurant — without informing guests in advance — is misleading.

4. Room upgrade claim

You stated you upgraded our room as a gesture of goodwill.
This is not true. We were first given a poor “donkey-view” room, and only after two days of complaints were we moved. That is not a goodwill upgrade; that is correcting an unacceptable room assignment.

In summary

My review reflects genuine issues we experienced — poor communication specially from guest relations, misleading facility information, unexpected charges, and a lack of basic customer service.
Instead of suggesting that our statements are “not factual,” it would be more helpful for future guests if the hotel addressed these problems transparently. This hotel is not suitable for young couples.

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1. Lack of Communication from the Hotel:
Before arrival, we sent two emails to the hotel informing them of our delayed flights. No one replied. Upon arrival, we discovered that none of the staff could understand even basic English, making communication impossible. When we asked for the manager, we were told they would be available the next day. However, the following morning, we were informed that the manager was off for the weekend. This lack of basic customer service is completely unacceptable.
2. Misleading Information About Facilities:
The indoor swimming pool was closed, despite being one of the main reasons we chose this resort. There was no mention on Booking.com that it would be unavailable. The staff claimed it was closed for the summer season, yet it is the end of October and the outdoor pools were too cold to use.
The arcade and indoor gaming area, advertised on your site, were not complimentary, which was never mentioned in the listing.
Half of the outdoor play area was closed, with the excuse that it was the weekend — again, not disclosed anywhere on Booking.com.
The water park slides were also closed “for the weekend,” even though we paid for full access. It is unreasonable that the resort closes major attractions without adjusting the rates accordingly.
3. All-Inclusive Misrepresentation:
The listing stated the resort was all-inclusive, yet we were informed that we must pay an additional €12 per person to book restaurants within the resort.