Xanthe Resort and Spa Hotel

"I am writing to express my disappointment following our recent stay at your hotel, which we booked based on TUI’s strong recommendation and the excellent online reviews. Unfortunately, our experience fell far below the standard we expected from a five-star property. Room Quality & Comfort Our room was extremely small, and we were disturbed daily by noise from the neighbouring room, including their television and even their doorbell. The mattress and pillows were very uncomfortable and overly hard, which affected our sleep throughout the stay. When we raised these issues with reception, we were simply told to speak to Guest Relations, and the attitude felt dismissive rather than helpful. Closed Facilities & Misleading Information One of the major reasons we chose this resort was the facilities advertised by TUI—particularly the beach bar and waterslides. However, the beach bar was closed for at least four out of our seven nights. We were told this was due to “weather,” despite the rain only occurring early in the mornings. Other staff later told us it was due to staffing issues, which is misleading given that TUI clearly states on their website that the beach bar operates all year round. The waterslide was also closed for four days, again with “weather” given as the reason. Yet the conditions were perfectly suitable during the posted opening times. I repeatedly had to ask staff to open it. If facilities wind down toward the end of the season, this should be clearly stated by TUI. The TUI Rep offered no meaningful support and repeatedly told us we “should have read the small print,” even though the information on the app and website states these facilities operate year-round. This was both unhelpful and incorrect. Entertainment & Activities The entertainment was extremely poor. Evening activities consisted of paid bingo (€3) and a DJ. During the day, the only organised activity was one hour of darts. There was very little to do overall, which added to our disappointment. Food & Drink Outlets Another issue was the limited food options. Outside the main restaurant, the only alternative was the coffee shop, which offered mainly fancy cakes that were not to our taste. The gőzleme station was also closed on four of the seven days, again with “weather” given as the excuse even when the weather was perfectly fine. We also attempted to order items to our room through the TUI BLUE app, only to be told by reception that the app does not actually work for room service, which was never stated. Birthday/Anniversary Request Before our arrival, I arranged for something special in our room for my wife’s birthday and our anniversary. Although the restaurant table was decorated beautifully, the room had nothing at all. We were disappointed, especially after seeing other guests receive lovely room decorations for similar occasions. General Impression The indoor pool was excellent and never overcrowded, and we want to acknowledge the few staff members who went above and beyond for us. The hotel itself is exceptionally clean. However, overall we felt the resort was preparing to shut down early for the season. A staff member even told us that the pool bar and snack bar would be closing on 1st December. In our opinion, the hotel used light rain as an excuse to close facilities early. After speaking to another staff member, it became clear that this hotel caters more to other nationalities during the winter months rather than British holidaymakers, which again was not made clear by TUI. Final Thoughts We left extremely disappointed, and we feel that both the hotel and TUI misrepresented what would be available during our stay. This experience did not reflect a five-star standard in any way. I have photos and video evidence of the issues mentioned and would be happy to provide them upon request. We hope you will investigate this matter fully, as our holiday did not meet the expectations set by TUI or by the hotel’s advertised standards."

"From the moment we arrived at the hotel, we were greeted warmly. All the staff were very friendly and welcoming. The rooms and restaurant were excellent. The entertainment team was always active and attentive. The evening shows and live music activities were entertaining. We extend our thanks to Tony and Samet from the team.❤️"

"The hotel was lovely. The room was smaller than expected with a balcony facing the front of the building. We had a quick and easy check in as there was only two of us checking in. We were Shown to our room and everything was explained. We had booked a double room but ended up with twin beds. We left it till the next day to mention it. They said about pushing the beds together which was fine but left it to them which they did quite quickly while we were out. They left a towel swan on the bed with roses 🌹. Staff were friendly, the food was ample. Several cooking stations. There was so much choice but we're not very adventurous on food so keep it simple. Different options each night, lamb one night, beef next ect. The outside area was lovely, shame it was too cold for us to venture into the pools. I was Impressed by the Olympic pool. There were a few slides aswell at the other pools. Hammocks dotted about and the beech which was very busy. Lovely weather for November, just too cold for me in water. It was my husbands birthday while we were away and the cleaners placed his cards on the bed with a towel cake and swans and left us a cake and a bottle of wine. I would stay here again but....we were advised there was construction work going on accross from us but would be minimal. Tui advised us by letter. Not a problem and even said we could cancel or change but no , we needed this holiday. Well, during the day it was obviously ok because we don't spend time in the room but to have them working till 3 in the morning, yes 3 a.m was awfull. We don't sleep well at the best of times. I nearly spent a night in the lobby but my husband took me back. Others tried to change rooms but due to capacity couldnt. This construction work is going on till May when the new hotel should be finished. As I said it was a lovely hotel, I personally would stay there again but if my rooms where it was then no. I contacted tui who were very sorry and understanding. They apologised and said they went on what they had been told themselves. They took it seriously and were going to look into it. They may get many complaints but everyone else was German. It was a shame but we did thoroughly over all enjoy our stay"