responses for DEELO0408 (ALEX), KAREEM MAHMOUD,EMAN812
Dear Alex,
I have read your complains about our hotel and I remember the problems that we encountered with your group.
I say your group cause, on 19.07.2010, travel agency that you come with had 32 rooms at our hotel and 12 rooms were your families' .Other 20 rooms had no problem and we finished thier check-in in half an hour. You stayed in our hotel with a big family that includes counsins,nephews, aunts, uncles.. in 12 rooms. But your groups' check-in took 6 hours (for 12 rooms)
Here are the explanations of your complains,
1) at least 50% of the staff know English, but your family insisted on speaking in your language.
2)our housekeeping staff work untill 18:00 pm, all rooms are cleaned once a day.
3)I also own the dog and it is never left unleached, especially when your group comes back from the tour in the evening we paid extra attention to the dog.
4) When your family members called the police(especially two of them) she was frustrated.
5)all AC were working properly, and between 13:00-19:00, tour leader,tour guide, a lady from your family,our techical staff, checked all 12 rooms at least 5 times, confirming that the ACs were working, but your family members insisted on changing the settings of remotes and the ACs went bad.
6)our cuisine is all Turkish, even the first day we had Döner Kepap, no food is recyled (it is also impossible because of the wheather)
7)when the food on the buffet is finished, staff refilled them,but your group took so much food on their plates, 5 people consumed the food that 15 people could be full. Therefore; refilling the food takes time more than expected.
8)Hotel is working on half-board basis, which means the price given for the accomodation is calculated by considering the guests would have some extra expenses. Even though we informed your group by word, written in English and in your language not to bring food and beverage (including water) from outside , some people in your group insisted on bringing drinks and food, especially bread. (none of the half board working hotels in Turkey would accept Bread from outside.
we also informed you that our prices are not so high, you could also buy water from the hotel. (1.5 lt water 1,5 usd at the hotel and 1,33 at the market)
10) During your stay we threw 2 couples out. In spite of the all explanations about the AC, one of the couples called the police saying that the AC is not working, and the second couple called the police and said, even though they made reservation we didn't give them the rooms, so we threw them out. FIRST THEY CALLED THE POLICE AND TOLD LIE, THEN WE ASKED THE GUESTS TO LEAVE THE HOTEL. BUT I DIDN'T UNDERSTAND WHY THEY INSISTED ON STAYING.

11)The swımmıng pool has the standard sıze for thıs bıg hotel. If you want bıgger swımmıng pool you could have stayed ın 5 star hotel.

12)after the polıce comıng to hotel we refused to take any other member from your famıly, but 2 people (who are your relatıves) thought we are not acceptıng them because they are Egyptians and they tried to convince us with their Swiss Passports, BUT THE THING IS, THE HOTEL MANAGEMENT DIDN'T WANT TO ACCEPT THEM, CAUSE THEY ARE WINTHIN YOUR FAMILY.

13)all luggage were carried by the waiters and the bellboys!!!
14)everyone doesn't have to like design of a place, and please don't forget about the garden furniture and rocking chairs.
16) we had more then two machines athe the gym, please check the pictures at our web site.

17)The first day you arrived we had water problem at the hotel which results from the municipal water company and the problem was solved at 16:00 pm.

I ALSO WONDER, FROM THE FIRST DAY OF YOUR ARRIVAL, AFTER YOUR RELATIVES CALLED THE POLICE AND YOU STARTED TO MAKE PROBLEMS , WE DIND'T WANT YOU TO STAY AND WE ASKED YOU TO LEAVE THE HOTEL, AND WHY DID YOU INTERCALATE THE OWNER OF THE AGENCY AND KEPT ON STAYING WHERE YOU WEREN'T WELCOMED?