"We stayed at this Hilton hotel with high expectations, as we have enjoyed staying at Hilton properties around the world on several occasions. Based on our previous experiences, we have always associated Hilton with excellent service, hospitality, and quality.
Our holiday started on a disappointing note when we were given a different room from the one we had booked. Although our travel company acknowledged their mistake and informed the hotel, no suitable solution was offered for most of our stay. We completely understand that mistakes can happen, but what disappointed us most was the way the situation was initially handled. We felt there was little understanding of our concerns and very little willingness to help. What disappointed us most was the way we were spoken to. The staff member at the reception came across as dismissive, unfriendly, and showed very little empathy for our situation.
What stood out to us throughout our stay was that many staff members (not all of them), particularly at the reception and in the restaurants, were not very friendly or welcoming. One example was when I politely asked a staff member behind the bar, who was waiting for a container to fill with water, if I could have two bottles of water. Instead of a smile or a friendly response, I was met with a deep sigh. These may seem like small moments, but they really influence the overall guest experience.
On another occasion, we asked the reception if they could call a restaurant outside the hotel to make a reservation for us, as we were unable to make the call ourselves. The immediate answer was simply, “No.” There was no alternative offered and no attempt to help us in any other way. We would have expected a little more willingness to assist.
Another example occurred at the pool snack bar. We joined the queue before 5:00 PM, but because the line was so long, we only reached the counter at around 5:03 PM. We simply wanted to order a portion of fries, but were told that no more orders could be taken because the snack bar had closed. At that exact moment, another staff member walked past carrying fries and hot dogs for other guests. A little flexibility or customer-focused thinking would have made a big difference.
The food was another disappointment. Breakfast offered almost exactly the same selection every morning, and the same applied to lunch and dinner. There was very little variety, many dishes looked unappealing, and the overall quality was below what we expected. At times, the food reminded us of ready-made meals rather than what we would expect from a Hilton hotel. The few dishes that were freshly prepared were virtually identical every day, and overall we found the food to be quite disappointing.
We would especially like to recognize Mahmut (we hope we are spelling his name correctly), who cleaned our room (1106) every day. He was incredibly kind, friendly, and hardworking, and genuinely did everything he could to make guests feel welcome. He always greeted us with a smile and is a real credit to the hotel.
We would also like to compliment the concierge team, the security staff, and the lifeguards, who were consistently warm, welcoming, and helpful throughout our stay.
In addition, we would like to mention the gentleman who walks around the pool promoting the spa treatments. He was always very friendly, never pushy, and thanks to him we decided to book massages at the spa, which we thoroughly enjoyed.
We also want to thank the Guest Relations team for taking the time to listen to our concerns. They treated us with kindness and professionalism, and we appreciated that our feedback was heard. After sharing our concerns, the hotel management made an effort to improve the situation by offering us complimentary drinks and an upgrade to a suite for our final night. We genuinely appreciated this gesture and the fact that our concerns were acknowledged.
Overall, we had both positive and less positive experiences during our stay. We are grateful to the staff members who went out of their way to make us feel welcome and who clearly take pride in their work. At the same time, we hope Hilton will take this feedback on board, as we believe there are opportunities to improve the overall guest experience. Based on our previous stays at other Hilton hotels, we had expected a different experience, and we hope future guests will enjoy the level of service and quality that we have come to associate with the Hilton brand."
