"Having visited Kusadasi multiple times over the years and stayed in a variety of hotels and resorts, I can honestly say this was by far the worst holiday resort we have experienced in Turkey.
We stayed in the Family Club House accommodation and arrived in the early hours of the morning with our two children, only to find our room in an unacceptable condition. The room had clearly not been cleaned and contained numerous maintenance issues such as damaged fixtures, broken furniture, safety hazards, and a general lack of upkeep with a dead cockroach in our living room area. We did not feel comfortable or safe allowing our children to move around the room given the condition it was in.
We complained repeatedly and eventually had to walk to reception in person to insist that somebody came to inspect the room. Initially, we were told there were no alternative rooms available, but after staff saw the condition of the accommodation for themselves, we were moved to another room nearby. Unfortunately, the replacement room was not much better.
One of the most concerning issues was a loose bath support handle that was hanging off the wall, with sharp rusty metal flakes falling into the bath. We raised this safety concern several times with both hotel staff and the travel representative, yet it took several days before any action was taken. Their solution was simply to remove the handle altogether.
Basic amenities were also lacking throughout our stay. We arrived with no soap or shampoo and had to ask repeatedly over a period of three days before these were finally provided. Clean towels and toilet roll were also regularly not replenished, requiring repeated trips to reception and further requests. Communication was often difficult as very few members of staff spoke English, making even simple requests unnecessarily frustrating. When issues were raised, many staff members came across as dismissive, uninterested, or unwilling to help.
The sleeping arrangements were equally disappointing. Each of us were provided with a single pillow and what can only be described as a thin towel-like blanket rather than a proper duvet. Despite requesting additional pillows and duvets on multiple occasions, these never materialised. I have never stayed in a supposed 4-star hotel that could not provide such basic necessities. The double bed itself consisted of two single beds pushed together, each at a different height, making it uncomfortable enough that we eventually separated them.
The air conditioning units throughout the accommodation looked decades old, were visibly worn, inefficient, and damaged with sharp screws protruding and parts missing.
The resort itself was also extremely overcrowded. Finding somewhere to sit at breakfast, lunch, dinner, or even for evening drinks was often a challenge. We frequently tried to get to the bars early simply to secure a seat before the rush arrived. Even then, the experience was disappointing. There were no drinks menus available at any of the bars, making ordering difficult, particularly when language barriers already existed. Whenever we attempted to order cocktails, we rarely received what we had asked for and instead seemed to be handed random mixtures of spirits and juices that often tasted unpleasant. In the end, we largely stuck to water, soft drinks, and red wine, although even the wine could barely pass as sour grape juice.
The buffet restaurant was another major disappointment. The food was often bland, repetitive, and the dining areas felt chaotic due to the number of guests. Finding a table was often more stressful than enjoyable. The à la carte restaurants were considerably better and we ended up eating there most evenings whenever possible. Three of the à la carte restaurants are located near the water park slides, whilst the Greek restaurant is situated on the opposite side of the marina.
The evening entertainment was poor and appeared to cater primarily to non-English-speaking guests. The majority of guests during our stay were Russian, German, or Turkish, and we encountered very few English guests. Most entertainment and announcements seemed to take place in languages other than English, which left us feeling excluded from much of the resort's evening activities. On many evenings we simply returned to our room early.
Unfortunately, even that offered little comfort. The televisions were tiny and there were no English-language TV channels available at all. Thankfully, we had downloaded films onto our iPads before travelling, otherwise we would have had very little entertainment available in the evenings.
It is also worth noting that this resort is not suitable for anyone with mobility issues. The site is enormous and built on very steep hills with significant inclines and descents throughout. Whilst there are some lifts to reach the beach and pool areas, you will still find yourself walking considerable distances to access many of the facilities.
To be fair, one member of staff deserves special recognition. Onur, who worked in both the cabana area and the Greek restaurant, was absolutely fantastic throughout our stay and was one of the very few people who genuinely seemed interested in helping guests. He was friendly, professional, attentive, and a real credit to the hotel.
The hotel did provide us with a late check out, complimentary a la carte dining and a days use of a cabana, in an attempt at service recovery whilst we were there but overall, this resort fell far below expectations and certainly did not reflect the standard advertised. Considering the amount of money we spent on this holiday, the experience was extremely disappointing. I have taken extensive photographs documenting the condition of the accommodation and will be pursuing a formal complaint with our holiday provider. I did try to upload a short video clip of the toliet seat, which was barely fixed to the toliet, but it won't allow me to upload it for some reason.
In my opinion, this resort is nowhere near the standard expected of a premium resort and I would strongly recommend that prospective guests consider alternative hotels in the area before booking. There are far better options available in Kusadasi for your hard earned money."
