Alva Donna World Palace Hotel

I wanna tell my favorite holiday It was amazing with my girl we enjoyed so much We came on July and weathered it was good about hotel everything is so good restaurant so tasty animation super !! I will come here next month

Unfortunately, our stay at Dobedan World Palace Kemer did not live up to our expectations. The hotel looks impressive in the photos, but our actual experience was very disappointing. The service was inconsistent, and at times some members of staff seemed uninterested in helping guests. Cleanliness and general maintenance could also be improved. The food became repetitive during our stay, and the overall quality was below what we expected from a resort of this standard. Some areas also felt overcrowded, making it difficult to properly relax and enjoy the facilities. However, the most disappointing part of our stay was an incident involving an ashtray on our balcony/terrace and, even more importantly, the way the hotel management chose to handle it. The hotel had provided an ashtray which was sitting on a plastic outdoor table. I simply extinguished a cigarette in the ashtray, using it exactly for its intended purpose. For some reason, the ashtray cracked/broke, and part of it became embedded in the plastic table, leaving a small burn mark. I did not misuse the ashtray, nor did I intentionally damage anything. From what happened, I believe the ashtray may have been defective or simply unsuitable for use on a plastic table. Sometimes an object can simply break without somebody deliberately causing it. Despite this, the hotel held me responsible and charged me €150 for the damage. I found this extremely unfair. If a hotel provides an ashtray on an outdoor terrace, guests should reasonably expect to be able to extinguish a cigarette in it without the ashtray breaking and damaging the furniture underneath. I tried to resolve the situation calmly and reasonably by discussing it directly with the hotel management. I spoke to the hotel manager, explained my side of the story and made it very clear that I had not intentionally damaged anything. I simply used the ashtray normally, and it cracked unexpectedly. I asked them to consider my explanation and also asked the manager to explain the hotel’s point of view. After explaining everything, I was told to wait and that I would be contacted by the hotel. When they eventually tried to contact me, I happened to be outside the resort shopping. I did not have internet access at that moment, so naturally I was unable to respond immediately. What happened next was, in my opinion, completely unacceptable. When I returned to the hotel, I discovered that the electronic access on my wristband had been deactivated. I could not access the room that I had already paid for. I had not refused to communicate with the hotel, disappeared or tried to avoid the situation. Quite the opposite: I was the one who had approached management to discuss the issue and explain what had happened. I was simply outside the resort when they attempted to contact me and was unable to respond because I had no internet connection. Regardless of the disagreement over responsibility for the damaged table, I do not believe preventing a paying guest from accessing their own room is an appropriate or professional way to deal with such a situation. From my perspective, deactivating my room access under these circumstances felt completely disproportionate and put unnecessary pressure on me to accept and pay the €150 charge. To make matters even worse, the explanations I received afterwards were completely inconsistent. Different members of staff gave me different versions of what had happened and why my room access had been deactivated. It genuinely felt as though nobody had communicated with each other before trying to explain the situation to me. One person would tell me one thing, while someone else would give me a completely different explanation. Instead of clarifying the situation, every conversation created even more confusion. Eventually, it became difficult to understand what the hotel’s actual position was. This was particularly frustrating because I had been open and transparent from the beginning. I never denied that the table had been damaged. I simply explained how the damage occurred and that there had been no intentional damage or, in my view, misuse on my part. I expected the same level of transparency, communication and professionalism from the hotel. Unfortunately, the contradictory explanations, the €150 charge and especially the decision to deactivate access to my already-paid room made the whole situation feel less like an attempt to fairly resolve an accidental incident and more like pressure to simply accept the charge. For the price and reputation of this resort, we expected considerably better customer service, communication, attention to detail and treatment of guests. Accidents can happen in any hotel. What really defines a hotel is how it chooses to deal with them afterwards. A resort presenting itself at this level should be capable of listening to a guest’s explanation, investigating an incident fairly and finding a reasonable solution rather than escalating the situation unnecessarily.

This incident, combined with the other issues we experienced during our stay, completely changed our impression of the resort.

Unfortunately, based on our experience, we would not stay here again and cannot recommend this hotel.

Very disappointing experience. The room service was far below what you would expect from a hotel of this standard. At the beginning of our stay, we had to repeatedly ask the staff just to have our room cleaned. Frequent power outages made the stay even more frustrating. What shocked us the most was the hotel's policy regarding damages. After a simple accident involving a small plastic table that could be replaced for no more than €35, the hotel charged us €150. This feels completely unreasonable and excessive. I have travelled a lot, and this is the first time I have ever experienced anything like this. The most ironic part was the last day. Although we had officially extended our stay by a few hours and were paying €20 per hour, the staff kept knocking on the door and entering the room early in the morning just to check whether we had already left. It felt intrusive and disrespectful, especially considering we had paid for the extra time. Overall, this hotel seems far more interested in charging guests extra than in providing good customer service. Unfortunately, I cannot recommend it and I will definitely not be returning.