The Sense Deluxe Hotel in Side

This hotel was nice aesthetically and the entertainment and food were absolutely brilliant, the staff were amazing. The massive let down was the fact there was absolutely no aircon anywhere in the hotel, We complained to staff and the told us to try and speak to management as management wouldn’t do anything unless guests complained, this is meant to be a 5 star resort and I was left bitterly disappointed with this. We went to management about the issue and they lied to our face and said it was working when it was clearly not, I feel sorry for that staff that work here under this terrible management!

I am currently staying at this hotel and genuinely cannot wait to go back home. This was meant to be our first full family holiday: 8 of us — 6 adults, a 4-year-old and a 4-month-old baby. After a long, exhausting journey involving turbulence, delays, traffic and heavy rain, we arrived at Sense De Luxe around 11:35pm. Unfortunately, the experience from the moment we stepped inside has been extremely disappointing. ⸻ 1. Check-In & Reception (Involving Staff Member: Numan) Upon entering the lobby, we were met by Numan and another receptionist. Neither of them greeted us — no “hello,” no “good evening,” nothing. At almost midnight, with tired adults and small children, a basic welcome should be the minimum. Instead, we were left waiting 45+ minutes while they struggled to understand why their system showed 7 guests instead of 8. I pointed out several times that they had counted my sister’s name twice, but I was ignored. To make things worse, during the entire wait nobody offered to assist with our luggage. We eventually had to request help ourselves, which is unbelievable for a hotel calling itself 5-star. For context, TUI completed a name change over 2 months ago, fully confirmed and paid. We were then called back down at almost 1am. Numan’s attitude became even worse. When I explained how exhausted we were after travelling for over 16 hours, he responded: “Well, I’m tired too.” Things escalated when he actually said to me: “Are you wanting a fight?” This was shocking, unprofessional and completely unacceptable from any member of hotel staff, let alone someone representing the front desk. Even after we provided screenshots of both bookings via AirDrop, clearly showing all 8 names, we were told: “We won’t bother you again.” Yet minutes later, I was stopped AGAIN and asked for a deposit supposedly “required by TUI.” The next morning, the TUI rep confirmed: • No deposit was required • The name change was visible on both their system and the hotel’s • The reception staff should not have caused any issue Overall, the check-in was chaotic, rude, and extremely unprofessional. ⸻ 2. Staff Behaviour Throughout the Hotel Unfortunately, the negative experience continued throughout the stay. • Not once were we greeted in the restaurant. • We were never offered drinks, despite watching every other table receive immediate drink service. • Staff clearly prioritised and attended to other guests while ignoring our table. • Indoor pool staff looked visibly annoyed when we entered. The difference in treatment between us and other guests was very obvious. ⸻ 3. Room Cleanliness & Issues The room may look good at first glance, but basic standards were not met. • The fridge was completely broken — the door fell off, and it wasn’t cooling at all. • We reported this directly to reception. • Then we called twice more. • It still took around 2 hours before it was finally replaced. • By then, my baby’s milk had already spoiled overnight. • Th

One star is me being very nice. Where do I even start? Arrived to the hotel around midnight in torrential rain and lightning to the most unwelcoming and rude staff. The staff first of all could not even find our booking when it was clearly right in front of them. They tried to coerce us into giving them a deposit because there’s supposedly an extra person. We had a booking for 8 people and those 8 people arrived but staff are too uneducated to read or count. Took them over an hour to sort this out, had to ask if someone can take our luggage to our rooms as they just stood there gawping at us. No one knows how to do their job properly. My husband explained we felt tired and would like this issue resolved and the rude staff member Numan replied “I’m tired too”. Incredibly unprofessional, he went onto ask my husband if “wants a fight?” When my husband asked that the issue is resolved. We were travelling with 2 young children, one being an infant. Our room fridge was broken and baby milk went bad due to this as we asked face to face and through two calls to reception for someone to please and come fix this. None of the staff speak English so asking for something simple as water or a towel takes over 20 mins. Other than that the room is clean but small and the toilet is see through and open which is a strange design even for couples. However, saying that our bedding, the duvet, had blotches of brown marks on it. Food is okay, staff don’t really ask you for a drink but different food everyday but the flavours are all very similar and a small selection for a 5 star hotel. No way is this a 5 star hotel, we have stayed in 4 star hotels with much better service, food and cleanliness. We have also travelled to many countries and 5 star hotels so we know exactly what to expect and this hotel does not even come close. It is more of a 3 star hotel. The hotel has a large dog which roams around the reception freely which is concerning as there are young children playing. A lot of cats in the hotel restaurant and bar which come close to you but I guess stray cats are normal in Turkey. Counting down the days till we leave. Myself and my children cannot wait to go home. AVOID.