Misrepresented Room Category, Broken Amenities, and Refusal of Early Checkout Refund
We booked and paid for a Superior Sea View with Jacuzzi at Ela Excellence Resort Belek from September 28 to October 3. What we received was a low first-floor room overlooking a grass lawn with no sea view, and a completely broken, inoperable jacuzzi.
Beyond the room misrepresentation, basic resort services were severely lacking—housekeeping neglected essential room care, a simple request for pillows took 9 hours to fulfill, and there was a complete absence of pregnancy-appropriate accommodations for my wife despite prior notice.
When brought to management's attention, Guest Experience Manager Sivilya and Manager Haci acknowledged the issues and offered a last-minute room change on our departure day. However, after failing to deliver the core paid contracted amenities, they formally refused to authorize a cash refund for our unused nights.
Because the resort failed to provide the paid room category and functioning facilities, we surrendered our keys and checked out early on October 1st at 3:45 PM. Despite leaving two days early, management refused to cooperate with Expedia to refund the unrendered nights.
A luxury 5-star property should honor its contracted room categories and take responsibility when basic amenities do not function. Potential guests should be aware of room category misrepresentations and non-existent service recovery.