Deception in Turkey from TUI.

Deception in Turkey from TUI.

I never write reviews, but the opportunity presented itself.

Everyone who buys a tour to this hotel should be prepared for the situation that happened to us.

Together with my wife, we purchased a tour to the hotel from 05/12/2018 to 05/22/2018 at the Xeno Eftalia Resort 4 * hotel (No.

in TUI Ukraine voucher number 3099991. The hotel was chosen because of its proximity to Alanya, to the shopping center and based on reviews about the hotel and the level of service.

Upon arrival in Antalya at the TUI counter, we found out which bus was taking us to the hotel and drove off.

5 minutes before arrival, the guide Bulat handed out a prospectus from TUI, where the name of the Grand Sunlife Hotel is written (No. 151 in the rating of Alanya hotels https://www.turpravda.ua/tr/alanja/Grand_Sunlife-h11050.html).

We ask, what's the matter? The answer was… Xeno Eftalia Resort is busy, but tomorrow you will go to your hotel. And they put you in a 5-star hotel (this was the first lie from TUI)

4 people from Lutsk, who bought a tour in Xeno Eftalia Resort 4*, come out with us.

It was about 9 am. We are wearing bracelets, and we go to breakfast. We ask the first breakfast neighbors what kind of hotel it is? And tourists from Smolensk tell a similar story with buying a tour at Xeno Eftalia Resort 4* and getting into Grand Sunlife 4*.

Only in their case Xeno Eftalia Resort 4 * was under renovation. And we learn that they are not alone and not the last. And this situation is confirmed by the hotel staff.

We go to the reception and try to contact the TUI guide, call the TUI 24 hotline in Turkey +90 850 57 70 111. They do not call the hotel guide at the reception for a long time, saying that the subscriber does not pick up the phone. The hotline answered after an hour of dialing and wrote down the voucher number, promised to clarify the situation and was told to call back in half an hour. Half an hour later, no one picked up the phone in TUI24, they tried to call every 5 minutes. When at the reception they saw our persistence in contacting the guide, they finally got him. He immediately answered the call, and to our request to change the hotel, he recommended contacting the TUI24 hotline. For the next two days, the hotline did not answer calls at all ...

WI-FI in the hotel is available only at night, in the hookah WI-FI costs $ 4, but it works from 11:00. Then we had to go to a cafe across the road, buy a password and try to clarify the situation by calling and texting a travel agency in Ukraine.

More than 5 hours have passed, the situation has not cleared up, there is no guide. Nerves on edge, after a sleepless night and stuff. We do not want to stay in the provided hotel. Because during the time that we spent at the reception, people came up and said that either the water does not go from the shower to the sewer, or the toilet is leaking, or the light bulb has burned out, or towels are not given, then instead of the promised triple room, they settled in a double and there was not even an extra bed, and the application for the basement was already three days ago or more, but in the end there was no reaction.

We decide to go to Xeno Eftalia Resort 4*. Three older tourists stay at Grand Sunlife 4*, and the other three with documents and vouchers go by minibus to Xeno Eftalia Resort 4*.

After 30 minutes, around 14:30, we submit documents to the reception of Xeno Eftalia Resort 4 * and we are warmly received, put on bracelets and prepare rooms. ABOUT THE MIRACLE (even children know that miracles do not happen, so they lied to us and will continue to lie, as time will tell).

I return by minibus to Grand Sunlife 4 * and by taxi all the rest get to the chosen and desired hotel. Following us, the TUI Islam guide (appeared after 6 hours of waiting) says that no one is waiting for us there and they will not accommodate us.

And here we are six people, we submit passports to the administrator.

Until we get to the DREAM (Xeno Eftalia Resort 4), the guide Islam calls the hotel guide from TUI (I forgot the name). And this guide comes to the reception with us and explains the situation to the workers in pure Turkish. And here miracles end or continue (lies and deceit).

It turns out that the general manager, and in perfect English, says that TUI did not reserve rooms and therefore we are not accommodated.

After that, our hands dropped, we are trying to get another hotel from the guide. They offer Mysea Hotels Incekum (No. 252 in the rating of hotels in Alanya https://www.turpravda.ua/tr/alanja/mysea_hotels_incekum-h11524.html#reviews) .

We read the reviews and decline the offer. Then, when we returned to Ukraine, a group transfer took a couple from this hotel. They, like us, bought a tour, but ended up not in their hotel, but in Mysea Hotels Incekum, which was being renovated.

Six of us in a minibus are returned to Grand Sunlife 4 *.

... On this day, another couple from the Russian Federation found themselves in a similar situation. A total of 8 people whom we specifically know by sight and possibly more. That is, this “scheme” cannot be explained by a combination of circumstances.

The next day and the next did not bring any answers, nor the promised relocation to the purchased hotel. Guides say that on our side and everything remains in its place.

Wrote a complaint to TUI, which was "considered". After that, from TUI, they offered to go to a Turkish bath (hammam). But the hamam did not take place, so it was necessary to sign a paper on the absence of claims against TUI ...

The difference between hotels is huge. All comparisons are not in favor of the Grand Sunlife Hotel.

1) Free gym, tennis court (during the day), disco bar, WI-FI (round the clock), ice cream (on schedule) in the Grand Sunlife Hotel are simply not available.

2) In the main restaurant of Xeno Eftalia Resort 4: bottled water, tea in disposable bags of various types, alcohol and all drinks were served only in glassware. Fruit was served whole, not sliced ​​(oranges, apples). Jacobs coffee machines. There was a bar on the beach with drinks and snacks. Beach towels were free. There are practically no Russian-speaking staff. Everything is designed for tourists from Europe.

3) In the rooms of the Grand Sunlife Hotel, there is almost a complete and round-the-clock lack of hot water (No. 2522 and 3416).

The staff attributed this to the lack of sun or simply

In Grand Sunlife 4 * there is no bottled water at all, either in the restaurant or in the mini-bar room. All drinks including spirits only in plastic glasses. Fruit is always cut. "Coffee drinks" machines of the company "La Roma". There was a constant lack of milk in these machines. Tea in teapots only black. There is no other choice. There is no bar on the beach. Towels on the beach are only paid. The whole concept of the hotel is designed only for Russian-speaking tourists.

During the transfer to the airport, I filled out the TUI survey No. 013932 with my email address: “What is the probability that you will recommend the TUI tour operator to a friend or colleague?”

Looking forward to the online survey.

This whole situation would have been perceived differently if there had been a single incident with me.

But the system or scheme of "fair" selection of money organized by TUI in Turkey works here. Dozens of tourists from different cities of the Russian Federation and Ukraine at different times buy a tour to one Xeno Eftalia Resort 4 * hotel and end up in a certain other Grand Sunlife 4 *. On all resources in the network, the cost of the Xeno Eftalia Resort 4 * hotel is always higher, and the price difference is in the right place. Grand Sunlife 4* is definitely interested in the scheme.

In the scheme, TUI managers in Turkey benefit the most. Ordinary TUI guides in Turkey, if not involved, then clearly fulfill the will of the leadership and are well informed how to “work”. This whole situation does not work with citizens from more prosperous countries….

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