Kaya Palazzo Golf Resort

In all my years of travelling, I have never experienced anything like this. I cannot believe how a supposedly 5-star hotel can treat its guests this way.

During our stay, both of our young children became seriously ill after using the children’s pool. After returning home, we had to visit doctors multiple times because of their ongoing health problems. This has been an extremely stressful and frightening experience for us as parents.

What makes this situation even more unacceptable is the hotel’s complete lack of responsibility afterwards. We have called the hotel multiple times and sent numerous emails, trying to get an explanation and simply asking them to take our situation seriously.

And what did we receive?

Nothing. No response. No explanation. No concern. No responsibility.

This is absolutely shocking for a 5-star resort. A hotel that presents itself as a luxury family resort should know how to deal with its guests when something serious happens especially when two small children become ill after using the children’s pool.

Instead, we have been completely ignored.

The way this hotel has handled our situation is, in my opinion, just as unacceptable as the incident itself. Paying for a luxury holiday is one thing, but when something goes wrong, you expect the hotel to at least communicate, investigate and show some basic concern for its guests.

We are still dealing with the consequences of this experience, while the hotel cannot even be bothered to reply to our emails or phone calls.

This is NOT the level of service I expect from a 5-star hotel.

If you are travelling with young children, I strongly recommend that you think twice before booking this resort. Our family holiday turned into an extremely stressful and upsetting experience, and the hotel’s response afterwards made everything even worse.

Extremely disappointing. Completely unacceptable. We will never stay here again!!!!

Omer was an amazing waiter! He provided excellent service, was very attentive and friendly, and made our experience even better. Everything was great — thank you!I had an amazing experience at Kabana! Omer was an excellent waiter — very attentive, friendly, and professional. The service was fantastic, and everything was great. I really enjoyed my time here and will definitely come back again!

Kaya Palazzo — what can I say? For us as a family, this resort was one of the best holiday experiences we have had. From the moment we arrived, we were greeted with warm smiles and a genuine welcome, which immediately set the tone for the rest of our stay.

As we walked around the hotel on our first day, I remember feeling genuinely appreciative of where we were and excited about the 10 nights ahead. The grounds are stunning, especially the walk towards the beach. The bridge connecting the hotel to the beach is visually impressive and adds to the overall sense that a lot of care has gone into the design of the resort.

The food in the Palazzo Buffet was wonderful at breakfast, lunch and dinner. There was always plenty of variety, from cereals, fresh breads, eggs, French toast, salmon and continental meats at breakfast, through to a wide selection of meats, fish, salads and vegetables later in the day. The lamb, beef tenderloin, chicken, swordfish, salmon, sea bream and sea bass were all excellent, and the vegetables were consistently well seasoned and cooked beautifully.

I saved one of the best breakfast experiences until our final day: the freshly made omelettes. Although many resorts offer this, the care and attention taken by the lady preparing them made it feel special. The desserts were also plentiful and almost impossible to try in full. In short, the food at this resort was excellent.

The room we stayed in worked very well for us. We spent most of our time outside, either around the hotel or at the beach, but the room itself was spacious, comfortable and had plenty of storage. The bathroom was lovely, with both a shower and a bath — ideal if you enjoy a quiet soak at the end of the day. The minibar was well stocked with water, soft drinks and Efes beer, and it was replenished daily. The room was also cleaned every day to a high standard. Sharing a hotel room as a family of four can easily become messy, but the housekeeping team always made sure it felt fresh and well looked after.

The hotel also has a hidden gem in the form of the Mövenpick Café / Patisserie. If you want a quieter moment away from the busier areas, it is a lovely place to enjoy an ice cream, sandwich or cup of tea.

Now for something that was particularly important to us as a family. We travelled with two children: one who is neurodiverse and another who has mobility issues due to cerebral palsy. Getting around the hotel was straightforward, and we always try to encourage independence where we can. Both children were able to move around the resort comfortably, and at no point did we feel that accessibility was a challenge for them.

There are three lifts in the main hotel, two more towards the buffet area, and a good mix of ramps and steps providing access across the bridge, to the buffet and around other parts of the hotel. For our family, this made a real difference and allowed everyone to enjoy the resort with confidence.

The kids’ club deserves far more recognition than it seems to get. It is open three times a day — 10:30 to 12:30, 14:30 to 16:30, and 20:30 to midnight — and if your children want to go, they will have an amazing time. Activities included pizza making, sushi making, pottery, craft sessions, painting an actual VW car and plenty of other creative things. The staff at the kids’ club were fantastic and are a real asset to the hotel.

We also appreciated the wonderfully international feel of the team and guests, with people from many different countries including Uzbekistan, Kazakhstan, Venezuela, Romania, Russia, Germany, France, Iran, Oman and Turkey. As the saying goes, if Turkish people choose to holiday there too, it must be good.

The atmosphere across the resort was consistently positive, kind and helpful. From the staff on rollerblades bringing drinks, to the buffet and restaurant teams who were always ready to help with a smile, to the entertainment team working from morning until midnight to keep guests entertained — their effort did not go unnoticed and was very much appreciated.

To finish, the customer service we experienced was excellent. Each morning we received a WhatsApp message wishing us a great day and inviting us to get in touch with any questions or concerns. Whenever we did, things were handled in a timely and helpful way. Every morning at Breakfast and evening at dinner, a very pleasant man called Ridha made his way around the tables, spending time with guests, asking how they were, whether they were enjoying their stay and if anything could be improved. Some people may find that level of attention unusual, but personally I thought it was a great touch. It showed that the hotel genuinely wanted to listen to guests during their stay, rather than only hearing feedback afterwards. During our stay, we spoke to several guests and discovered that many had been to Kaya Palazzo before and kept coming back. After our experience, we can completely understand why. We had a wonderful time and very much hope to return.