"Title: Avoid this hotel – appalling treatment, poor accommodation and a ruined holiday
Our seven-night stay at Side Su Hotel in Antalya was an extremely disappointing experience, and we would not return.
Arrival – told we had no booking
When we arrived, reception told us they had no reservation for us, despite us showing our booking confirmation, multiple reference numbers and documents clearly displaying the hotel's details. We spent approximately three hours trying to resolve the situation, with my boyfriend contacting Loveholidays and me trying to get through by telephone.
Despite providing multiple references, we were told we had to pay €150 for the first night or leave the hotel and effectively go back to the airport. We had already paid for our holiday and were desperately trying to resolve a booking issue that was not our fault.
The receptionist, Gokai, initially told us we could stay the first night free of charge and speak to the manager the following day. When we asked if we could use the hotel telephone to contact Loveholidays, as international calls would be expensive, she refused and laughed.
The manager was even less helpful. He told us he had missed a hospital appointment because of us, offered virtually no assistance, said goodbye and walked away. I was left crying and distressed. Eventually, we were told our booking had been found and that we could relax. We had remained calm and respectful throughout, so this treatment was completely unnecessary.
The room and lack of basic facilities
We were told the room allocated to us was "emergency accommodation" and that we would have to stay there for the entire week. The room lacked basic amenities, including a kettle, cups and proper tea and coffee-making facilities. When we asked for these, we were given tea and coffee sachets but nothing to use them with.
We requested four bottles of water and were instead given four tiny 200 ml cartons. We initially had just one toilet roll between two adults and had to keep asking for more, receiving only one roll at a time.
The balcony door was also insecure, with a large gap between the door and frame, leaving us concerned about the security of the room.
Our room was never cleaned during the seven nights. We received fresh towels just once, and only because we specifically asked for them. We had to chase staff for basic necessities throughout the holiday.
Unacceptable behaviour from management and bar staff
On another occasion, I approached the manager at the Wall Bar to ask about a nightclub trip advertised around the hotel for €10. Rather than answering my questions, he said he didn't understand and told me to speak to someone else.
Later that evening, after my boyfriend had two beers and I had one glass of wine, I ordered another wine and was refused service. I was not drunk or disorderly and was simply enjoying a drink with my boyfriend. The barman said his manager had instructed him not to serve me. When I looked towards the manager, he told me, "I have my eye on you."
This was intimidating and completely inappropriate. Following this, managers repeatedly stood in doorways watching us whenever we sat having drinks. We were not being loud, disruptive or disrespectful, yet we felt as though we were being singled out and watched.
Different treatment compared with other guests
We spoke to an Icelandic couple who told us they were staying in the main building and received fresh water daily, fresh towels and daily room cleaning. Our experience was completely different.
We cannot say for certain why we received such different treatment, but as English guests, the contrast left us concerned that our nationality may have played a part. We believe this deserves investigation.
Overall experience
This was supposed to be a relaxing holiday, but instead we spent time worrying about whether we had accommodation, chasing staff for basic necessities and feeling uncomfortable because of the way management and staff treated us.
We arrived with proof of our booking, remained polite throughout and even apologised to staff once the reservation was found because we never wanted to cause a scene. We were treated as though we were an inconvenience rather than paying guests.
The combination of the arrival incident, the manager's behaviour, the inadequate room, the lack of housekeeping and the intimidating experience at the bar completely ruined our impression of this hotel.
We were extremely relieved to get home. This experience has seriously put us off returning to this hotel, and it has even affected how we feel about holidaying in Turkey again.
I would strongly encourage anyone considering Side Su Hotel to take these experiences into account before booking. A holiday should be about relaxing and enjoying yourself, not feeling unwelcome and having to fight for basic standards of service.
We have submitted a formal complaint directly to the hotel and are seeking appropriate compensation for the distress and loss of enjoyment caused by our stay."
