Alenz Suite Hotel

The first two days of our stay were fine and we initially thought the hotel seemed decent. Unfortunately, everything changed on the third day. During a meal at the hotel restaurant, we were served chicken that was visibly raw inside. Naturally, we raised this with a waiter. What happened next was completely unacceptable. I personally watched the waiter take the plate away, remove the visibly raw pieces of chicken from the plate using his bare fingers, and then return the SAME meal to us. We complained to the manager, who initially told us he would resolve the situation and offered the children a complimentary meal. However, when we later went to arrange this, he changed his mind and told us he could not do it and that there was nothing they could do. When we felt that our concerns were not being taken seriously, we shared photographs of the chicken on social media to warn other holidaymakers about what we had experienced. From that point onwards, we felt that the attitude towards our entire family changed dramatically. Our room was no longer being cleaned, we were left without fresh towels and toilet roll, we were prevented from taking part in bingo, and our children were not allowed to use the large inflatable in the swimming pool despite other guests being allowed to use it. We also felt excluded from entertainment and activities, and staff became increasingly angry, dismissive and arrogant towards us. The entertainment team in particular made our family feel extremely uncomfortable. Our children were made to feel as though they could not join in, and we felt deliberately excluded from activities that other guests were enjoying. Staff within the restaurant were also extremely rude towards us following our complaint. We were subsequently refused a late checkout and have now received a warning from Jet2 following allegations regarding our behaviour towards staff and other guests. We completely dispute the way the situation has been portrayed. Other holidaymakers we spoke to during our stay were aware of what had happened and expressed agreement with our concerns. Our complaint began for one simple reason: we were served visibly raw chicken and questioned it. Instead of our concerns being handled professionally and respectfully, we feel that our family was subsequently singled out and treated differently for the remainder of our holiday. We paid for a family holiday that we should have been able to enjoy. Instead, we have been left feeling uncomfortable, unwelcome and unable to enjoy facilities and activities that other paying guests were able to access. In all the times we have visited Marmaris, Alenz Suite is by far the worst hotel experience we have ever had. What should have been an enjoyable family holiday was completely overshadowed by the way this situation was handled. We will be making a formal complaint to Jet2 regarding the food safety incident and the treatment we experienced afterwards, and we have photographs documenting the raw chicken we were served. Families deserve to feel safe eating at their hotel, and guests should be able to raise a genuine food-safety concern without feeling that they are subsequently being punished or excluded for doing so. I would also like to raise a further incident which added considerably to the distress we experienced during our stay. The hotel’s DJ box is positioned only a couple of feet away from the swimming pool. My six-year-old daughter was playing in the pool with a water squirter when some water was accidentally squirted towards the DJ area. Following this, we were issued with a final warning letter and told that we could be removed from the hotel if there were any further incidents. I find this response completely disproportionate, particularly given that this involved a six-year-old child playing in and around a swimming pool. Water squirters are sold and/or permitted around the hotel, yet electrical/DJ equipment has been positioned extremely close to an area where children are naturally going to splash and play with.

⭐️⭐️ 2-Star Review

Unfortunately, this was by far the worst hotel/apartment we have stayed in during our many visits to Marmaris. We have stayed in lots of different hotels and apartments over the years, so we went into this knowing it was a 2-star hotel and weren’t expecting luxury — but the standard of cleanliness, service and attitude from some staff was still extremely disappointing.

The restaurant was absolutely appalling. The food was very overpriced for what you received, and unfortunately the staff were some of the least helpful we encountered. On several occasions their attitude came across as cheeky and dismissive, and at times it genuinely felt like they were making fun of guests rather than trying to help them. We stopped wanting to use the restaurant because of the experience.

Reception was equally disappointing. Whenever we needed help, the staff often seemed uninterested, rude or as though they simply couldn’t be bothered. Customer service was definitely not a strong point here.

The cleanliness of the apartment was another major issue. We stayed for a full week and constantly had to ask for clean towels. Despite asking, our bed sheets were not changed during our stay. The floors were filthy — after having a shower and walking around the apartment, our feet would literally be black. The cleaners appeared to do the bare minimum.

We were also told by someone while we were there that cleaners had apparently been dancing around in a room while brushing the toilet, with guests’ belongings still inside. Obviously I can’t personally confirm this, but hearing something like that certainly didn’t make us feel particularly comfortable or confident about the standards of the cleaning service.

The sunbed situation was awful and embarrassing. At around 7:30am every morning, there was effectively a sunbed race, with people throwing towels onto sunbeds. What made it worse was that when this was raised with a member of staff, the response was essentially “okay” and nothing seemed to be done about it. It created a really unpleasant atmosphere first thing in the morning.

The beds themselves were also very uncomfortable.

We also had to pay extra for air conditioning, which I’m completely happy to do. However, because we had a two-bedroom family apartment, we were told we had to pay for two air-conditioning units, effectively doubling the charge. I felt this was excessive and very much like an unnecessary additional cost rather than a reasonable charge per apartment.

There were a couple of positives. The location was convenient and close to everything we wanted to be near, and the Wi-Fi was free, although it wasn’t particularly good.

Unfortunately, those positives weren’t enough to make up for everything else.

We fully appreciate that this is a 2-star hotel, and we weren’t expecting a 5-star experience. However, basic cleanliness, decent customer service, comfortable beds and a pleasant atmosphere should still be expected.

We have visited Marmaris many times and stayed in numerous hotels and apartments, and this was by far the worst we’ve experienced.

Sadly, we would not return and wouldn’t recommend staying here. My advice would be to spend your money elsewhere and choose another hotel.

Also just to add the cot beds I requested where also filthy and falling to pieces had to request a new one and again wasn’t done with a smile on their face more that this was a major inconvenience.