Baia Salima Kemer

We arrived at the hotel at 3:00 AM and were told that it would not be possible to check us in before 9:00 AM, so we had to wait. We tried to discuss the situation with the staff, but nothing could be arranged. We were told that housekeeping started at 8:00 AM and that all available rooms were currently dirty.

So, we waited until 9:00 AM.

I would also like to mention that before arriving at the hotel, we had already spent around 18 hours travelling, and we were accompanied by a small child.

When we returned to the reception desk at 9:00 AM, different employees were there, and they gave us completely different information. We were told that they could only offer us one double room with some kind of extra guest bed. I would like to remind the hotel that there are six of us, and we had booked three separate rooms.

When we started questioning the situation and expressing our frustration, we were then told that housekeeping would only arrive at 11:00 AM and that there was nothing they could do.

From this entire situation, we can only conclude that this hotel simply does not care what type of room you booked, how long your journey was, or what condition you are in when you arrive.

No matter how beautiful the hotel grounds may be, it is simply not worth spending hours sitting like homeless people near the reception desk and trying to sleep on sofas while people constantly walk around you, hoping that you will eventually be checked into the rooms that you booked and that the hotel was supposed to provide.

We are extremely disappointed with the way guests are treated here.

We arrived at Baia Salima Kemer at approximately 3:00 a.m. with our two-year-old child.

The night reception staff informed us that we could expect to be accommodated at approximately 8:00–9:00 a.m. We accepted this and waited throughout the night.

In the morning, however, the reception staff completely changed the information and told us that we would not be accommodated before 11:00 a.m. When we explained what their colleague had told us during the night, instead of checking the situation, they repeatedly insisted that their colleague “could not have said that.”

What made the situation truly unacceptable was the attitude of the reception staff. They were rude, dismissive and raised their voices at us. When I asked to speak to a senior manager, we were told that they themselves were the senior staff, and they refused to provide access to anyone from higher management.

We were standing there with a two-year-old child who had not slept throughout the night. No suitable place was provided where he could lie down and rest while we waited. By that point, he was completely exhausted and already feeling unwell.

I fully understand that early check-in depends on room availability, and that is not the reason for this review. The problem is the way the situation was handled: one member of staff gave us specific information, the next shift (Serpil and Rifat) simply denied that this could have happened, and instead of trying to find a solution for a family with an exhausted small child, the staff argued with us and raised their voices.

For a hotel of this level, I find this treatment completely unacceptable.

We did not expect special treatment. We expected basic professionalism, respectful communication and some attempt to help a two-year-old child who had been travelling all night.

Unfortunately, what we experienced at reception was the exact opposite.

We had amazing experience and so much fun. We really enjoyed all of the activities during the day and night. Entertainment team is doing excellent job and we especially want to thank Ms. Melek because she made our time even more enjoyable.