5* hotel, 1* experience...
(I waited to write this review after contacting Rixos Sungate via email to give them the benefit of the doubt. However, I did not receive any kind of satisfactory response, therefore I am writing of my personal experience.)
After having discovered Rixos Tekirova last year and having an amazing time, we decided to go there again this year. However, due to availability, our agent suggested that we come to Sungate instead. Since we know the quality of the Rixos name and were assured of the same standards (possibly even more luxurious than Tekirova), we agreed to come to Sungate this year.
Yes, the hotel was extremely luxurious. And, yes, many personnel (especially the wait staff) were extremely hardworking and friendly. We had considered upgrading to VIP-services, but now I'm so happy we didn't spend an extra lira at Rixos Sungate based on the extremely low level of customer service we received.
1. The beach: Upon first going into the sea on Friday, May 20, we were shocked at how sharp the rocks were in the water. As a teenager, I was a lifeguard and could not believe that the hotel allowed guests to swim in such a dangerous area. My foot and legs were so badly cut that I required medical treatment upon return to Istanbul. I understand that accidents can happen, but I was completely unprepared for how passively the guest relations representatives handled this matter.
My partner ran to get some help and was told we would need to pay to see the hotel doctor. THIS WAS UNBELIEVABLE! I was hurt due to the hotel's negligence, but instead of apologizing and trying to relieve my pain, I was being told that we would need to pay more in order for me to stop bleeding! There were no apologies, nothing to show that the guest relations personnel cared that a guest had been injured. Furthermore, nothing was being done to prevent others from the same problem.
Had I stayed at another 5-star resort, I am CERTAIN that not only would the guest relations staff have seen to my comfort, but that someone would have followed up the next day to see how I was doing.
As it was, I had trouble walking and spent the rest of the vacation painfully watching others enjoying their holiday when I couldn't.
2. The food: I am a strict vegetarian and have traveled extensively in Turkey for over three years without any problems with regards to my diet. I was amazed (in an awful way), that a 5-star resort like Rixos mislabeled so many foods that I, innocently, tasted several different dishes with meat that were labeled as "vegetable".
I am aware that there was a special dining area for people with dietary restrictions. However, having no allergies and being extremely familiar with hotel dining (both in Turkey as well as in the 24 other countries I've visited), I was confident I could find suitable food without having to force my partner to eat from a limited selection in the smaller restaurant.
I understand that hot vegetable dishes (like biber dolmasi) have meat. But, I was entirely unprepared for a dish called "sebzeli boregi" to include ground beef. Also because meat was generously included in the olive oil dishes, I only felt comfortable eating green salads out of fear.
Since Rixos attracts a global customer base, I could not believe they were so careless.
As I mentioned earlier, there were definitely positive experiences in our trip: the wait staff, especially those by the pool, were extremely polite and efficient. The rooms were impeccable. The overall ambiance was lovely.
I hate that a handful of inexperienced or uncaring employees could have such an impact on the reputation of an otherwise excellent hotel. I feel that we paid a lot for a vacation neither of us was fully able to enjoy.
Stayed May 2012, traveled as a couple read more
