Sunstar Beach Hotel — Hotel in Alanya

I'd like to put a complaint in a request money back from my holiday as its been the worst holiday ever , firstly after travelling nearly ten hours to Turkey and the transfer to the hotel we got there to check in the hotel to be told we're not in the main building but further up the road in a sister hotel when my partner suffers from M.S (multiple sclerosis), which means she struggles moving about and walking and in cronic pain we tried to complain soon as it happened but the hotel staff didnt speak English or understand so nothing changed we then arrived at room which we got showed round to notice the bathroom hadn't been cleaned it had all white stuff on the floor and the bed had a stain which looked like fecies had been wiped onit for them to tell us it will done in the morning then we noticed they hadn't left us any towels as we wanted a shower after travelling this is now 5am in the morning which I had to travel 15 mins to the other hotel to ask for towels which they said they would be dropped off in the next 5 mins which never happened till about 30mins after I had to go to reception again and ask again still no apology or help , we woke up the next day to go to breakfast another 15 min walk to the other hotel to be greeted with barely any edible food as they didnt seem the cater for English so we had no food to then get asked by the holiday rep to have a meeting but more like to push up into joining a trip which we did for 5000 lira which if we booked ourselves would off been half the amount and then for him to not listen to our complaints, dinner came along and again no food to cater for English other than salad so we had to leave the hotel to find food when we paid for all inclusive which then we realised the all inclusive drinks were only cheap fizzy drinks or cheap vodka gin or 1 cocktail for whole visit which was not said in the hotel briefing it also said free ice cream which wasn't the case so we tried to complain again for the woman behind the desk smirk and say she didnt understand us so we returned to the room to find that it hadn't been cleaned again other than the white stuff of the floor which turned out to be paint falling from the ceiling so then we went back to hotel to complain to be told again it would be cleaned which it wasn't we then went pn a free trip to a place to shop which turned out to be all fake stuff which they tried to hassle us into buying stuff which made us feel scared and forced to purchase cheap fake items for expensive prices which then they took us home for tea which again had no food so we had to eat out again after paying all inclusive the hotel was ment to be 4 stars but was more like 2 star and they hadn't been checked since 2017 so was clearly not a four star still and the one day we chose to eat the food which was chicken I choked extremely bad and couldn't breath but no staff helped when my partner screamed for help luckily I manged to unblock it my self no water or even are you okay was asked and this is due to eating fast as when we were eating the kept rushing us , we then went for entertainment but there was no entertainment till the last 2 days of the holiday which was shocking to think we were just bored drinking cheap alcohol we then went back to the room to find out the shower was leaking and the whole holiday nothing changed about it after numerous complaints we had to use our own towels to soak up water as they wouldn't give us extra towels to soak up water we then had to deal with that we were in disbelief that this is how are first together which was meant to be special was holiday hell we then went to the trip to waterfall we overpaid for to turn out they just made us have a water fight took us to places to try and spend money then half a hour at the actual waterfall for a 5 hour trip which we both felt so upset and angry that we had been robbed but the hotel rep didnt want to know or help again with that issue we then went to beach bar which said free drinks to find out it was warm Juice or water no ice or anything and we had to pay extra for cocktails beer ect.. this was not explained the pool had no life guard which ment the children were running about splashing each other and people just trying to relax the main hotel had 1 pool when the pictures showed 2 and the second hotel where we were had a small pool which was always in the shade and freezing so after numerous complaints and asking for help and changes on the holiday which nobody helped we had felt trapped in turkey with noone listening to us we had our final day which then on the beach wouldn't let me check in to the airport which we stressed till 6pm about and SunExpress trying to charge us for seats on the plane again the final day was ruined too so we've had a holiday which made us feel we would never travel with on the beach or...

This hotel is so bad i cant even fit everything in this box so this may be a bit choppy from cutting parts out. we arrived at midnight, the other 2 groups had already moved rooms twice due to broken furniture and filthy rooms. When we arrived to check in we were asked if we were part of the same group and staff rolled our eyes at us when we said yes. Although the toilet, back door and shower was broken we decided to stay as based on the other 5 rooms we had seen we werent going to get a better room. My partners mum, 1 year old and 10 year old brothers were left in a room with broken beds, sockets that would spark when plugging things in and exposed wires on the door. She tried to complain at the hotel saying its dangerous for the baby and staff didnt care to do anything about it. My partners aunt was put in a room with no aircon. I went to reception to request them being moved for a third time as she is pregnant and would over heat without it. Aircon was also in the booking description so there is no reason for her to have been in a room without. We were told she couldnt move till the next day so keep the balcony door open. She ended up over heating and throwing up all night. We also weren't given any form of food and by the time rooms were somewhat sorted everywhere in the area was closed so we werent able to eat until breakfast the next day. I also want to add that everyone we saw that night told us to just go home. Breakfast was also inedible. This meant we had now gone 24 hours without eating with our last meal being at the airport.My partners aunt went to reception for the upgraded room she was promised and they tried to charge her to upgrade her room eventhough all she wanted was working aircon which is free of charge on the advertisement. We spoke to one of the on the beach reps who's name I cant remember and he spoke to the love holidays rep Necati and both were shocked at our complaint. They managed to organise another room for my partners aunt which although has working aircon, has a leaking toilet which did end up causing her to slip. We were immediately told by other customers not to each the chicken as it made them ill. We went to the bar and was advised that we could only have Soft drinks, vodka, beer or sex on the beach cocktails eventhough it was all inclusive. Another family we met asked how much the other drinks were and was informed that the "fully stocked bar" was actually just empty bottles. Dinner was also inedible each night. Me, both my partners young brothers and his aunt only ate chips every day we were there because the food options were not inclusive. For example on one of the days, the options for lunch were fish, liver and what looked like raw chicken drumsticks. Towards the end of the week everyone apart from me and the kids tried some chicken and everyone ended up with food poisoning. All of the staff (other than the entertainment staff) were lazy and rude to us on multiple occasions. At one point when complaining they havent sorted the rooms out we were told "if you dont like it you can leave". When we were in the canteen, one of the members of staff came up to our table, went underneath to pick up a bit of food the baby had dropped and put it on the table while we were eating. He then walked off and picked up cutlery off the floor and threw it on a clean table and left it there. As well as what ive already mentioned above, every table in the canteen was filthy and it looked like the table cloths werent cleaned while we were there. Every single toilet was dirty with either no or wet toilet roll. I dont think the toilets were cleaned in the whole 10 days we were there. We ended up going back to the room everytime we needed to go to the toilet. We were in C block so this meant walking 5 minutes to and from every time. In the first room my partners aunt stayed in, it looked like there was blood on the bedding at one point we had no water or electrics in the main hotel and the only accessible toilet was blocked off while everyone was stuck...

The hotel is in a great location for exploring Alanya, whether that be shops or restaurants.

The animation staff are attentive, friendly and try to get everyone involved.

The pool is small and very over crowded for the rooms in this site, split over 3 blocks with the pool, bar and snack bar between blocks a and b with block c on the next street along.

The snack bar food is very good and open from 11-4, utilised this more than the restaurant due to if not in the restaurant as soon as it opens there are flies everywhere all over the salad, cakes and fruit. Tables in the restaurant are just cleared after use leaving remains of food on the table and cloths are only swept if there is a big spillage. Food is ok (the wraps and pizza are very nice) as are the cakes. But choice is limited, with only the meats and soups changed on a daily basis.

There are two bars, the one by the pool is mainly used drinks are serves mainly in small paper or plastic cups for both soft drinks and alcohol with mixers (soft drinks are out of a bottle so to have a cold drink you’d need ice).

The rooms are basic and small. All have air con, tv, hairdryer and a fridge. With 4 of us in one room we were provided with a double and single bed so my toddler twins had to share a single bed (wouldn’t be suitable for a family of 4 with older children) it also meant that with a double pushchair as well there was limited room to move. We were placed on the 6th floor (balcony is in the roof which helped with the safety concerns of young children and balcony’s as it’s a full brick wall which stopped at my chest and I’m 5ft 6.

However this meant we had to utilise the lift to get to the room from the pool as there are 2 flights of stairs per floor, however the lift does break down and had the experience of being stuck in that with a toddler, pram and another couple. None of the alarms or the phone in it worked to alert assistance. We tried to open the door from both sides as my daughter took the stairs. My daughter alerted the staff who laughed and didn’t seek help. But another worker went for help. When asked why help wasn’t sort by the original staff member and why was they laughing another staff member requested a report was filed in reception. It was explained to the reception that it’s not acceptable customer service to which the other worker then proceeded to tell the couple I was with wife to shush, again this is totally unacceptable customer service especially after a valid complaint of a broken facility within hotel. (We were stuck in the lift for a good 3-4 mins and the lift did move when called from one of the other floors above).

Due to the limited sunbeds, if you’re not putting your towels out between 12.30 and 5am you’re not getting a sunbed but then other guests will move them anyway. There could be a second row of sunbeds behind the first row on both sides of the pool which would help with sunbed wars. Otherwise recommend to take a picture of your sunbeds with the towels on to prove your first.

The pool also had a slide which runs from 10-12 and 2-4pm, this isn’t manned by staff so you have to give it enough time for the person before you to get out the slide before going otherwise you can be kicked by the person behind you, the stairs get very slippy when wet and did break down twice during our visit.

There is a market and Ice cream/fried potato stall on site which is run by 3rd parties and chargeable but ice creams are cheap (50-100lr) and the fried potato spirals are chargeable (100lr) but amazing. There is also a clothes store round the corner from the hotel also run by the owner of the market which are kind, friendly and offer great deals.

The hotel itself was filled with drama from the guests with either confrontation or fights on a daily basis with the police in attendance three times during our weeks holiday. We did rename it solana after the popular British show.

I would return to Alanya but for myself and family we would stay in...