Hane Family Resort Hotel

I can call myself a regular customer of the place, and I am far from being capricious but this time I have very mixed feelings. It’s a long story, and it must be read and taken into consideration by the hotel management and the owners of the business! Here I only assess the service. My husband and I stayed here in 2020 and 2021 during the tough years of the pandemic, last year together with our 19-year-old daughter and my elderly parents. All the five of us loved the place so much that we made a decision to book it again this year. However, it was fully booked till 26, October. Our vacation started on 16, October and we stayed at another hotel of the same chain (Hane Smart) and moved here on 26, October because we desperately wanted to stay here. It was a mistake, though. When we arrived we found out that the Hane Family was overbooked and they could not provide us with 2 rooms (we booked a family and a standard) and offered all of us to stay in a family suite for 2 nights. 5 adults, 1 bathroom… We did not mind it though we were not pleased that much. The receptionist (Nuriyam) apologised for the inconvenience and offered an a la carte restaurant reservation, a free safe box (it’s a paid service here) and free cocktails each of us (imported alcohol cocktails cost 5 € per one). When we decided to have our cocktails in the lobby bar they told us to go to the pool bar with our cocktail vouchers. It was 11:30 am. A man at the bar refused to serve us for a reason he tried to explain in… German. I work in a hotel myself and I should point out that the international language of hospitality is still English, even in Turkey, isn’t it? Even if you mainly work with German tourists, you have to speak elementary English! And your non-German tourists are not supposed to speak German! We left our parents and daughter at the pool and went to the reception to clarify the situation. The same receptionist called the pool bar and told us to get back and get the cocktails. We went there again, and again the same man at the bar refused to serve us. We insisted, he answered something in a foreign language which was a mix of some words with a few English words among which I could only get ‘eat’ and the gesture of eating. It was also obvious he couldn’t make cocktails or didn’t want to do it. What he meant was still unclear to me. I was looking at him in great surprise and he pointed at his temple with his index finger near which in most European countries is considered to be an indication ‘you are stupid’ A hotel employee showing a guest that he or she is stupid with a gesture!!! Very rude and highly unprofessional!!! I was shocked! We went to the reception AGAIN. This time the receptionist called the restaurant manager and went with us. It turned out that the man at the bar is.. just a waiter who poured beer and Sprite while the real bartender was having his lunch. He simply could NOT explain it in English, because his English is so poor that he even cannot say ‘bartender, lunch break, please, come again, 12 o’clock’ Anyway the restaurant manager and bartender arrived and the process of cocktail-making finally started. Both the receptionist and the manager apologised for the incident, somehow we did not hear any apologies from the main hero of the story named YILMAS. In about 15 minutes my husband went to the pool bar again and we got 3 cocktails and 1 milkshake, though we had 5 vouchers. One more cocktail arrived later. So about 40 minutes was wasted on this ‘cocktail party’. The cocktails were good but the impression was totally ruined. Later the manager came again and told me: ‘Don’t be angry! I will talk to him (YILMAS) later, he is a good man….’ Whether or not the talk took place and what it resulted in for the waiter, I do not know... Dear hotel management, just being a good man is NOT enough to work in hospitality! One should also be polite and be able to speak some simple English having in mind that there is a shortage of jobs in resort areas and that tourists of ALL countries bring a lot of money to Antalya. Even if a hotel employee does not speak English, he or she could:

• call the reception to clarify the situation;
• find a staff member who speaks the language;
• go to Google translator;
• try to be helpful in any other way!
• APOLOGISE!!! And again gestures of dubious meaning are unacceptable!

To cut a long story short, it’s been my third and final time at your hotel! I regret we moved to Hane Family from Hane Smart. One star definitely goes to the pastry chef and his team, two more to those staff members who were more or less helpful. The room they gave us in two days (3313) was pretty good and they gave us a free safe and brought a small bottle of red wine and some fruit which was nice, but could not make it up completely. So I like to point out the following drawbacks:

1. In room 1210 the lighting and sockets are poor, the fridge is leaking.
2. It took the staff over 24 hours to restock the liquid soap in the shower, though we asked 2 chambermaids and 2 receptionists - not too many people for such a simple request?
3. The reception has to know the schedule of the bars and otpher facilities - the fact the bartender could have a lunch at 11.30 was an obvious discovery for the receptionist.
4. Some beach towels need replacing - they are in a very poor state.
5. A tea station in each room could be a great option as well as bath robes and slippers for each guest.
6. It would also be great to have access to lunch boxes in the main restaurant, like it’s done in Hane Smart hotel.
7. The wi-fi is slow, especially in the evenings. If you plan to work remotely, it’s not your place.
8. THE STAFF SPEAK GERMAN ONLY, and misunderstandings arose every now and then during our stay: in the restaurant, at the beach and with the housekeeping.

I really wanted to publish this during my stay the same day (October, 27) but my husband asked me not to. I know it’s the end of the season and you are counting your revenue so there is no time for dealing with such complaints. I do not expect any formal apologies from you, I expect you to take measures like a series of hospitality and English language trainings for your low-end staff. Directing all your attention to tourists from just one country (Germany) is definitely unwise from the business view point. Meanwhile I do not recommend Hane Family to non-German tourists!

To start ws lovely reception staff were great,

The rest of the staff are miserable and the food is poor to say the least, we were served ball of dirt as breaded mushrooms and staff didn't give a crap,

Waiting to see what hanes say about it but it's disgusting.