DoubleTree by Hilton Antalya City Centre — Hotel in Muratpaşa

My recent two-nights stay at the DoubleTree by Hilton Antalya was marred by multiple issues, including unprofessional behavior, poor service, and a lack of adherence to Hilton’s standards of hospitality. As a Hilton Honors Gold member with over 15 stays annually, I was left deeply disappointed by this experience, failing to meet even basic expectations.

From the outset, the stay was fraught with challenges. Payment processing became an unnecessarily stressful ordeal, with the hotel refusing to accept Apple Pay or my Amex Hilton Honors credit card—despite it being securely linked to Apple Pay. I was instead directed to use an unfamiliar online platform that consistently rejected my payments. When I requested to escalate the matter to the manager, my request was denied, and the receptionist’s attitude was dismissive and unprofessional. Claiming that paying with Apple Pay without the physical card is hotel’s own regulation. When I escalated this with the US customer service, the representative called the hotel itself and the answer to them was that this is the law in Turkey. I have 14 stays in 24-25 in Turkey, and THIS IS NOT TRUE.

During this time, I requested bottled water for my kids while waiting (about 2 hours of wait). Rather than being treated with the hospitality expected of a loyal Gold member, I was told to purchase water from the bar—an unacceptable response that reflected a lack of basic guest care.

The difficulties continued on the final day. My request for a late checkout, a standard benefit for Gold members, was denied due to full capacity. While I understand that such requests are subject to availability, the handling of the situation was poor. No alternatives were offered, and when I requested luggage storage, I was made to wait 15 minutes, only to have my belongings stored unsafely at the reception area.

Most alarmingly, my request to store my son’s essential medication in a refrigerator was repeatedly denied by both reception and bar staff, who cited baseless concerns that it might get lost. This lack of support for a critical medical need is inexcusable and shows a complete disregard for guest well-being.

The most shocking moment, however, occurred as I was leaving the hotel. After my wife kindly asked the manager about the opening hours of a sightseeing location in Antalya and walked away, I returned moments later to hand over our room cards. To my astonishment, I witnessed the manager making rude and unprofessional gestures directed at my wife. Such behavior from someone in a managerial role is unacceptable, appalling, and entirely unbecoming of a Hilton property.

Despite these significant issues, I would like to commend two aspects of my stay. One of a specific luggage staff member who displayed exceptional professionalism and went above and beyond to assist us. Similarly, the breakfast team showed genuine care, assisting with the storage of my son’s medication despite the earlier refusals by other staff. Their kindness and dedication were the only bright spots in an otherwise disappointing experience. I am happy to provide the names of these individuals to ensure they receive recognition for their exemplary service.

While the efforts of these few staff members are appreciated, they were not enough to salvage my overall experience. This stay was a complete failure on every level—from operational inefficiencies to outright disrespect from the management. I strongly urge Hilton to take immediate and decisive action to address these issues, including retraining staff, enforcing stricter standards for professionalism, and replacing the current management team.

Until these changes are implemented, I cannot, in good conscience, recommend DoubleTree by Hilton Antalya to anyone. Guests deserve better, and Hilton loyalists, in particular, should not have to endure such appalling treatment.

PS. My wife asked about the stairs to go to the room, they said that there are no stairs. Only elevators. Now I am wondering, are there emergency exits in this hotel? Because that is another...

Rooms are nice and clean. Terrace restaurant - so/so - nothing special + food, that looked like it was microwaved. It would be better to eat somewhere outside. And cheaper. For sure. Stuff that worked on terrace restaurant is actually quite fine. Hotel location is definitely city center. No lies here. Yet, service was the worst part. For us. I guess. Like, it sucked from the begging. Since we arrived manager at the lobby asked us to leave a deposit of 2000 lira (to 24/04/23 it equals 100$) . Right after the main payment for booking. I didn’t actually understood why we should leave deposit. For what? Just in case that we might steal something. I wonder what could we possible steal in that case? Towels? Pillows? Chair? Manager? Well, who knows. Perhaps branding management had some issues with clients that didn’t pay in main restaurants where service Usain Bolting to guests right after meal or drink. Again. Ridiculous. And not ridiculous at the same time if stuff would find a spare minute to inform clients about damn deposit before guests arrive at the hotel. Simple as that. Shouldn’t be a surprise for a brand branch of Hilton’s owners and marketing squad. Personally for me - I never mentioned such kind of deposits in my entire life. Or - 30 countries behind my shoulders and dozens of hotels around globe - just not enough. Of course I find it as a junky( and funny) experience which I never thought I would meet. It’s a pleasant surprise, and unpleasant at the same time, cause client can’t leave damn deposit by card. For unknown reasons - management here prefer cash. Idk- maybe they are laundering money. It could be. You never know. And in the end that’s not all. Later at night me and my wife decided to watch tv - and, occasionally, there were no German channel’s. To begin with - German is not our native language, - but we like it. And from time 2 time, while we are staying at the hotels we do watch German tv. That’s our thing. Nothing special. Never mind. Back to main thread - there are more then 3 Hilton’s in Turkey. I guess, that this one - is special. Cause here guests are allowed to watch only local tv. (Okay, we are modern people & we use Netflix and stuff, but come on) And I’m using word allowed only because I called managers twice in 30 minutes. And asked them politely - “could you tell me please, do you have any German channels like DW?” They told me - “yes. We have. We will send a tech guy upstairs. To your room. ASAP.” . So, the only tech guy that arrived at our apartment in 30 minutes & 2 calls was the ghost of the ghost. I called them 3rd time - “no tv 2day. Thanx. We will do Netflix & sleep.” So if you could name it as a quality service , I assume, that u don’t have a serious expectations of hotel business. But in the end - still - it’s kind of a business? Right. Right. That service sucked in multiple ways. Not good for a branch like Hilton. Truly bad marketing. Baaad marketing. And I’m not bringing up the fact that management changed our room number during the day when we were goin to come. Told us that there was a problem with pipes (or water) . Fair enough - water here is quite heavy. Could cause hair damage. But it’s not a single room problem. Anyway - pipe problems in the deluxe damn suite in the day when guests arrive - it’s awful, awful, awful - branding. U fix this ASAP. Yet, they moved us to something not so deluxe kind of room. And everything could be okay. But we stay here to celebrate our wedding. Thanx Hilton for quality example of international service standards. I hope you’ll give us our deposit back when we leave. ...

I called reception on Saturday to ask why our room had not been cleaned. I was told the room had not been cleaned because the do not disturb sign was on. This means no one goes into the room. I said this was incorrect because I was standing in front of a made bed. I went down to reception and spoke with a sarcastic front office manager, who said that the room had been cleaned. (For reference there was shower scum since Monday left in both showers). I was told that it had been cleaned. I asked Dilek (the rude manager) whether I could show her in the room, it declined my request.

I then asked why none of the advertised amenities were in the room on arrival. Your website states fresh fruit refreshed daily, sparkling wine and sweets. We did not even have water in our room when we arrived. After Dilek confirming she know the procedure and after it telling us the fruit and wine would be bought up to the room. Nothing happened, we received nothing. We did not have upgraded Crabtree amenities in the room as promised either. When challenged with these issues, I was threatened by Dilek with security. When in fact all I wanted was what I had paid for and what was advertised. She was homophobic in her attitude towards me and it was frankly the worst Hilton I have ever stayed at. I can’t even call it a Hilton, the staff have no idea what they are doing. I called the Hilton line and was assured the general manager Burhan, would be in contact with me. Since I had been threatened, I did not leave my room and made the front desk aware I would be upstairs on the terrace if not in my room. Neither manager contacted me to resolve anything. I assume they have not received customer service training because they were both completely absent of having the skill. The two bell boys outside, Syed and the other chap were fantastic and the only two members of staff I would say deserve working at a Hilton. Members such as Dilek would be much suited to a back of house role, where its threatening, rude and condescending behaviour can go un-noticed by the public. Our waters were not refreshed and as such, had to spend more on the listed free amenities on their website. When confronted, Dilek said the website was wrong and they don’t offer any of that and I was annoying her. My understanding of Turkish is basic but could understand ‘this stupid white boy won’t get out of my reception’. I have a listed this review on every single platform to hopefully help other British tourists from making the same mistake and staying at this horrible hotel. It speaks volumes if a ‘general manager’ can’t be bothered to contact you either. Having contacted the Hilton customer service line, I saw confirmation of the case for him Monday morning and nothing. Shame on you and I will do everything I can to bring this hotel down to 3 stars, where it belongs.

Holes in the bedding, a previous guests slipper, bins not emptied and a bath tub with previous guests bath scum!

They will try to charge you twice for things. This hotel is a Tourist trap, please do not make the same mistake as I did and believe the 5 stars rating. To add, the air-conditioning is turned on at intervals and brings in a horrendous damp smell. Apparently we were being dramatic when looking at the vents filled with black mould. Please don’t make the same mistake we did and stay as far away from this place...