Granada Luxury Belek

We travelled as a group of 23 and, unfortunately, came away extremely disappointed with Granada Luxury Belek.

SUNPOINT EXCURSIONS – €920 AND NO PROPER RESOLUTION

We booked a boat trip for 23 people through Sunpoint representatives Onur and Younis, paying €920. The trip was cancelled by the organiser due to bad weather, and the alternative date was unsuitable because some of our group were leaving early. We requested a refund, but our calls and messages were ignored. We were eventually offered just €340, which we reluctantly agreed to accept, but the representatives then failed to show up or respond again. We were left chasing our money with no satisfactory resolution.

What makes this worse is that the hotel handed us a Sunpoint welcome leaflet at reception and allowed their representatives to operate from a stand inside the hotel. This gave us every reason to believe they were a trusted company. Yet when we asked the hotel for help, reception and guest relations repeatedly told us it had nothing to do with them. They did nothing meaningful to help us resolve the situation. If a hotel promotes excursions by handing out leaflets and allowing representatives to operate on its premises, guests understandably expect at least some assistance when things go wrong. We felt completely abandoned and, frankly, conned.

UNACCEPTABLE TREATMENT OF A MEMBER OF OUR PARTY

We were also disgusted by the way one member of our group was treated when she tried to raise concerns. She reported that two male reception staff behaved in a misogynistic, intimidating and rude manner, laughing at her and refusing to get the hotel manager when she asked.

The situation then escalated when the guest relations manager called security and the security manager. They reportedly claimed they did not speak English, while having conversations in Turkish around her as she was being questioned by guest relations. She felt intimidated by the guest relations manager's manner and felt she was being dismissed rather than treated with respect. When she questioned the behaviour, she was told that the manager was Turkish and did not speak English, which she found difficult to understand given the role she held.

Nobody should be made to feel intimidated, laughed at or ignored when raising a legitimate concern on holiday. The way she describes being treated was humiliating and completely unacceptable. It has left our whole group with a very poor impression of the hotel's attitude towards its guests.

EARLY WINTER SHUTDOWN

Many activities and entertainment options were unavailable, and almost all the à la carte restaurants were closed due to what appeared to be an early winter shutdown. This was not what we expected when booking, and guests should be clearly informed in advance when so many facilities will not be operating.

Overall, the unresolved €920 excursion payment, the hotel's lack of meaningful assistance, the treatment of our party member and the early closures seriously affected our holiday. We expected better service, respect and accountability. I would advise future guests to check which facilities will be open and think carefully before booking excursions through Sunpoint.

Exquisite , very good customer service from start to end . Best foods and drinks . Excellent mocktails and cocktails

I stayed for 6 nights while on business. The hotel is clean, room lighting good, bed comfortable. So definitely serviceable. However, I wouldn't call it luxury.

The air conditioning was very inconsistent. Very cold sometimes, but I also woke up on the middle of the night due to the room being too warm even though settings hadn't been changed.

This is an all-inclusive resort and food is available for much of the day. Again, it is serviceable but not particularly good. It's admittedly difficult to have food remain fresh in a buffet setting, but the proteins were exceptionally dry and unappetizing. At the same time, there was a nice selection of salads.

The front desk staff was noticeably unhelpful, something that a number of guests commented upon.

My own room, on an upper floor, was quiet in the evening. However, two of my colleagues were in rooms on the lower floors and said they had difficulty sleeping due to the noise, including party music coming up through their floor.