Kleopatra Royal Palm

I have visited Turkey several times and stayed in different hotels, and I have never felt the need to complain before. However, my stay at Kleopatra Royal Palm was a complete disappointment. I would not recommend this hotel.

On our very first day, my three-year-old child and I were returning from a shop when we encountered police and an inflatable rescue cushion outside the hotel’s main entrance. A man was on the hotel roof threatening to jump. We were told that the incident involved renovation workers who had not been paid for work carried out at the hotel. I cannot personally verify the payment dispute, but witnessing this while returning to the hotel with my young child was extremely upsetting.

Power cuts happened repeatedly during our stay, including during dinner, when the dining room would suddenly go dark. During one outage, someone was trapped in the lift, shouting “Help! Help!” in Russian. After that incident, we avoided the lift. Our room was on the third floor, so my three-year-old child and I used the stairs every time.

The room was dirty and worn, with maintenance problems. Water dripped from our bathroom ceiling when the guests upstairs used their shower. This is not something you expect to deal with on holiday.

Despite booking an all-inclusive stay, we were given just one bottle of water during the entire week.

We also had an issue with the guaranteed early check-in. I paid an additional €85 specifically so that my child and I could go straight to our room after an overnight journey. Our accommodation was therefore booked from 4 September, although we were arriving on the morning of 5 September. Our arrival details were known in advance.

We arrived at approximately 9 am but had to wait in the lobby until around 9:55 am. When we finally entered the room, the floors were soaking wet, there was sand in the shower, and the smell of cleaning chemicals was so strong that it made my eyes sting.

The explanations provided afterwards were inconsistent. Initially, the hotel claimed that the room had been ready and that the delay was because we were having breakfast. That was incorrect. We did not go for breakfast—we spent that time waiting in the lobby for our room.

Later, the explanation changed: the room had supposedly needed an additional inspection and disinfection because it had been empty the previous day. If this was necessary, why was it not completed before our arrival? The room had already been booked and paid for from the previous day precisely so that it would be ready when we arrived.

Although we received the room before the standard 2 pm check-in time, I had paid extra for guaranteed early check-in, with the booking starting the previous day, specifically to avoid waiting with a tired young child. That was the whole reason for purchasing the service.

I complained during our stay and requested a refund of the €85. More than a month later, and only after I followed up myself, I received another explanation through the travel agency, but no refund.

The distressing incident on the roof, repeated power cuts, someone trapped in the lift, leaking bathroom ceiling, dirty and worn room, and handling of my complaint made this a thoroughly disappointing stay. Based on my experience, I would not return or recommend this hotel.

Those looking for a wonderful experience should choose this hotel. The staff were attentive, friendly, and incredibly helpful. Hasim and his team took great care of us and ensured we had a fantastic time. The hotel is in a wonderful location; I can recommend it with complete confidence. ♥️🙏🏼🫂

We have been welcomed wonderfully since the very first day we arrived. You can come here with your family or with your friends. The animation team keeps you entertained in every way, and they are such great people. The food is varied and good. The staff is helpful. We are certain that we will return. Thank you for everything, ROYAL PALM FAMILY! 🇹🇷🩷