"Dear Ali Bey Club Management,
I have read your response, but I cannot accept your explanations, particularly regarding the mould and hygiene issues.
You state that “had we been informed earlier, we would have inspected the room and taken appropriate action.” However, what exactly was the solution you intended to provide for the mould? When the staff came to our room, they told us that they would simply clean the mould with bleach. We already have asthma, and we explained this to the staff. Using bleach in a room that already has a serious mould problem is not an acceptable or appropriate solution for us. On the contrary, the strong chemical fumes combined with the existing mould could have made the situation even worse.
We also cannot accept your attempt to justify the condition of the rooms by referring to the hotel’s “traditional resort architecture.” The issue is not whether the rooms are old-fashioned or traditionally designed. The issue is their cleanliness, maintenance and hygiene standards.
As can clearly be seen in the photographs, the rooms had serious cleanliness and maintenance problems. The pillows were torn and extremely dirty. The children’s beds were poorly designed and uncomfortable, with wooden boards underneath them. These are not issues that can reasonably be explained as part of the hotel’s architectural concept.
We also strongly disagree with your explanation regarding hygiene.
Our complaint is not simply that we saw a cat or insects in the gardens. Our concern is that flies were landing on food in the restaurant and in indoor areas such as the Turkish coffee area, and that a cat jumped onto us while we were eating. These are not circumstances that we consider acceptable in an Ultra All-Inclusive hotel.
Therefore, we do not accept that the problems we experienced can simply be described as “natural conditions,” part of the “hotel concept,” or a matter of our “personal expectations.”
We were not asking for a modern or luxurious room. We expected a room that was clean, properly maintained, hygienic and safe and suitable for children. These are basic and reasonable expectations for any hotel guest.
Furthermore, the problems we experienced cannot be reduced to a single issue. During the same stay, we experienced mould and a mouldy smell, serious cleanliness and maintenance problems, torn and dirty pillows, unsuitable and uncomfortable children’s beds, flies landing on food in the restaurant, and a cat jumping onto us while we were eating.
For this reason, I absolutely do not accept that our experience can simply be described as the hotel not meeting our “personal expectations.”
Our decision to leave the hotel one day early was not a matter of personal preference or convenience. We left because of the conditions we experienced and because we no longer felt comfortable continuing our stay. We therefore requested a refund for the unused night.
Your response appears to explain or normalise many of the problems we experienced rather than properly addressing them. However, the photographs and other evidence we have clearly document the actual condition of the room and the problems we encountered.
I therefore request that our complaint be reconsidered and that you provide a reasonable resolution, including a refund for the unused night.
If this matter is not resolved, I will continue to pursue the matter with ETS Tur, TÜRSAB and the relevant consumer authorities, together with the photographs, correspondence and other supporting evidence available to us."
