VONRESORT Golden Coast — Hotel in Manavgat

There is so much to write about, but I am exhausted ... Not because of the vacation itself but by the never-ending chasing for resolution of our troubles here in this hotel :(||Where should I start? English ... honestly, only few employees of this hotel were able to speak or understand English. Wast majority was speaking only little German. And this was also one of the troubles - employees did not understand what I was trying to tell them. Example - when asked by employee "Alles gut?", I answered in English "No" and the employee just left with smile and thumb up! Complete misunderstanding, everywhere ...||What surprised me in the first moment was this approach - what already somebody write here. When you come for check-in they just reply back at reception desk that your room is not ready, it will be in 4-5 hours. And in next sentence they offer you "upgrade" for better room which is available immediately, just for 700 EUR. And speaking their words "officially we rent this room for 100 EUR per night, but you have a discount for 70 EUR". Completely energy drained by the travel to the hotel we accepted, because we needed to rest.||But ... be careful, this "upgrade" is not worth it. For example - one of the benefits they tell you is that in Family Suits (these, upgraded) you will have stable Wi-Fi, which is not in Standard or Family Rooms. But that is not true. When the Wi-Fi dropped for the whole day, I was asking for resolution. It was like talking to here, to there, to there. No resolution for hours. Many things were said but NO apology. After being constantly pushy, they resolved it. But it was not stable as they tell you when selling you the "upgrade".||Quality of the accommodation? See for yourself from the pictures ... not a 5 star at all, sorry. Also water was leaking from the showers to the hallway (it already damaged doors). Not being careful, one might slip and injure himself.||Ant infestation - wow, that was kind a trouble. 5 calls to the reception desk to send somebody with a bug spray. Almost two hours of constantly being pushy and assertive looking for resolution. In the end, they sent cleaning ladies with (hold your laugh, please) AIR REFRESHENER! When I realized that I tried my best to tell the ladies we need a bug spray (what was serious trouble as they were not speaking English at all, but they recalled the trademark Raid in the end). What they brought after a while. But they took it away. So after few hours ants were in the hallway and one bathroom again. Result? I had to buy my own bug spray.||I also had to file official complain because of this. I was looking for some kind of compensation or refund because of the discomfort ... their resolution? "We will refund you the days you will not be using the "upgrade" service, but you need to move to originally booked room in lower accommodation quality". The easiest way to resolve this trouble for them was just to move us out. What I declined, because we had only 3 night left and I possessed already my own bug spray :)||Also it seems that the "complain" form Guest Relation desk gave me (BTW dated 2017) was never seen by the reception desk or other GR ladies. When I was looking for somebody to pick it up and sign it, reception desk refused, GR lady had to look for original Turkish form as she DOES NOT UNDERSTAND ENGLISH! Ridiculous situation, really ...||Keeping the guest satisfied is not in the goals of the hotel reception desk and guest relations employees. They need to learn how to communicate with the quests. Russian speaking employees at the Guest Relations were also rude and arrogant. Impolitely speaking Russian directly in front of the guest ... Only after I told them that this is seriously impolite and they should speak the language of the guest when discussing the issue we are currently having, they switched to English. I would recommend the management of the hotel to replace all these employees just for the sake of peaceful and polite communication with the guests. Otherwise cancel the Guest Relation desk as it is useless! ||BTW the official complain included this also and ... no response from Hotel's management ... very sad!||Food and meal? Hmm ... almost the same every day. Only very few changes. This applies to the main restaurant and also Radika (beach buffet). After 2-3 days you are having trouble what to take as it is still the same or variation of the meal from previous days. No creativity at all ... I experienced another (real) 5 star hotel in Turkey and meal was way much better, including fresh pasta.||Also when we were departing, we asked if there is a possibility to have a breakfast box (or something similar) as we were leaving hotel very early in the morning (4:40). The answer at reception desk? No, we do not provide this service. But you can have a snack in the main restaurant, that is open 24/7. But ... another and final "surprise" was when we got to there to have a early morning snack ... few leftovers from dinner, no milk for cereals, no knife to spread the butter on toast bread. I now regret not taking a picture of it as it was very, very awful!||What we liked was the beach and possibility to have a coffee at beach bar in glasses, while sitting there. Beach was nice and clean.||Aquapark and slides were also nice. Lifeguards and the posts. One day the slides were turned off because of the accident. Next day were again available. But the temperature of the water in the pools was super high, not refreshing at all. Somebody already wrote this here and it is really true.||Evening programs? Whoa, another failure ... If I just forget about the "entertainment manager" whom I had troubles to understand every single word when he was introducing the "Shoooooooo" (meaning Show). The quality of the shows was seriously bad. Only two were somehow acceptable, but when I compare it to other hotels, it was seriously bad. Also the Arena is not the best place as it was always very hot there in the evenings (maybe some microclimate).||So, in the end I just want to write that this hotel is not worth the money they ask!||Definitely not 5*. ||I would recommend everyone searching for accommodation in this area - just do not consider this one, look elsewhere.||P.S. fake clothing brands, fake DJing and FAKE luxury here in...

We arrived at the VONRESORT Elite hotel on 28.06.24 for a seven-night stay with several families. From the beginning, our experience was disappointing: three families had to stay in a room of lower quality than what was paid for, despite making reservations more than half a year in advance.||We did not have a guide to show us around the hotel, restaurants, and accessible locations included in our package. Instead, we received a schedule sheet from the reception, which made it challenging to locate these facilities, causing us to miss some activities and only discover certain restaurants on the last day.||On the second day, our agency guide informed us that the hotel offered an included à la carte meal. However, the hotel reception denied this, stating that meals in the à la carte restaurants had to be paid for in full. To be noted that the three families affected on the first night received an à la carte meal.|||The diversity of food offered in the ultra all-inclusive package restaurants completely disappointed me. Every day, the same dishes were served with very few reinterpretations. At a 5-star hotel, I expected a more varied menu that included dishes from various international cuisines, seafood, and other delicacies. ( PS. And don't tell me you have à la carte restaurants. When I pay for a 7-night stay at an ultra all-inclusive hotel, I expect not to spend an additional dozens of euros daily on food.)||The minor disappointments continued: our ultra all-inclusive package did not cover all bar drinks, and the higher-quality beverages required additional payment. ||The pool's operating hours were only until 6:00 pm, which I found insufficient.||The cleanliness was acceptable, with daily towel changes, bed making, and minimal tidying.||The staff, in general, were kind, especially the bartenders, waiters, and servers. ||However, I had an extremely unpleasant and humiliating experience with the 'GUEST RELATIONS' department. Knowing that our flight was scheduled for 10 a.m. on Friday and we need to leave the hotel at 6 a.m, which meant we would miss the breakfast and lunch we had paid for, I asked two days before our departure if they could prepare something for us to take away, anticipating possible flight delays. The first person in this department was kind and promised to discuss it with the restaurant manager to prepare something for us, but they never got back to us. Finally, an arrogant employee from guest relations informed me that they could not help, that they do not offer breakfast boxes, and suggested I buy food at the airport, in an unfriendly tone. This attitude upset me deeply, as the breakfast and lunch services were paid for.||Trying to resolve the issue with another guest relations representative, I encountered the same arrogance and superiority. When I asked to speak with the manager, I was treated with the same lack of respect. I received no apologies or help, just a suggestion that I could eat before departure at their restaurant, which is open from 11 p.m. to 7 a.m. So I did, but at 5 a.m. when I got there, there was no worker, and there were only a few dry and cold food scraps! When I mentioned that I would leave a negative review, they were indifferent, even encouraging me to do so. The worst customer relations I have ever encountered.||P.S. I wasn't upset that they didn't offer this breakfast to-go, I was upset by their attitude and how they treated me when I asked for help, with my own money!||As a suggestion, you should change the guest relations manager who was on duty during the day shift on July 4, 2024, and enhance the training programs for your staff. This advice comes from a client management expert.||Your disappointed...

We arrived at the VONRESORT Elite hotel on 28.06.24 for a seven-night stay with several families. From the beginning, our experience was disappointing: three families had to stay in a room of lower quality than what was paid for, despite making reservations more than half a year in advance.

We did not have a guide to show us around the hotel, restaurants, and accessible locations included in our package. Instead, we received a schedule sheet from the reception, which made it challenging to locate these facilities, causing us to miss some activities and only discover certain restaurants on the last day.

On the second day, our agency guide informed us that the hotel offered an included à la carte meal. However, the hotel reception denied this, stating that meals in the à la carte restaurants had to be paid for in full. To be noted that the three families affected on the first night received an à la carte meal.

The diversity of food offered in the ultra all-inclusive package restaurants completely disappointed me. Every day, the same dishes were served with very few reinterpretations. At a 5-star hotel, I expected a more varied menu that included dishes from various international cuisines, seafood, and other delicacies. ( PS. And don't tell me you have à la carte restaurants. When I pay for a 7-night stay at an ultra all-inclusive hotel, I expect not to spend an additional dozens of euros daily on food.)

The minor disappointments continued: our ultra all-inclusive package did not cover all bar drinks, and the higher-quality beverages required additional payment.

The pool's operating hours were only until 6:00 pm, which I found insufficient.

The cleanliness was acceptable, with daily towel changes, bed making, and minimal tidying.

The staff, in general, were kind, especially the bartenders, waiters, and servers.

However, I had an extremely unpleasant and humiliating experience with the 'GUEST RELATIONS' department. Knowing that our flight was scheduled for 10 a.m. on Friday and we need to leave the hotel at 6 a.m, which meant we would miss the breakfast and lunch we had paid for, I asked two days before our departure if they could prepare something for us to take away, anticipating possible flight delays. The first person in this department was kind and promised to discuss it with the restaurant manager to prepare something for us, but they never got back to us. Finally, an arrogant employee from guest relations informed me that they could not help, that they do not offer breakfast boxes, and suggested I buy food at the airport, in an unfriendly tone. This attitude upset me deeply, as the breakfast and lunch services were paid for.

Trying to resolve the issue with another guest relations representative, I encountered the same arrogance and superiority. When I asked to speak with the manager, I was treated with the same lack of respect. I received no apologies or help, just a suggestion that I could eat before departure at their restaurant, which is open from 11 p.m. to 7 a.m. So I did, but at 5 a.m. when I got there, there was no worker, and there were only a few dry and cold food scraps! When I mentioned that I would leave a negative review, they were indifferent, even encouraging me to do so. The worst customer relations I have ever encountered.

P.S. I wasn't upset that they didn't offer this breakfast to-go, I was upset by their attitude and how they treated me when I asked for help, with my own money!

As a suggestion, you should change the guest relations manager who was on duty during the day shift on July 4, 2024, and enhance the training programs for your staff. This advice comes from a client management expert.

Your disappointed...