Senza Grand Santana Hotel

We had a fantastic 10-day stay at Hotel Senza Grand Santana in Mahmutlar. The staff really made us feel at home. Whether in the restaurant, bistro, housekeeping or at the beach, everyone was friendly, professional and ready to help. We often chatted with them, which made us feel welcome and comfortable. The bistro was better than expected, with tasty dishes like kebab and tuna salad presented beautifully. The restaurant had lots of variety and delicious food, especially the cakes. Our room was cleaned every day, and the housekeeper regularly made lovely flower decorations on the bed. The beach was clean and well maintained, the bar had the basic drinks, and the views were amazing. Check-in was smooth and professional, and we were surprised with a welcome platter of fruit and a bottle of wine. The hotel exceeded our expectations, and we couldn't have asked for a better stay.

I only stayed three nights, and it wasn't a good experience. Housekeeping was rubbish, and some of the staff were rude and strange. The man with glasses in the lobby was kind and helpful at check-in. But there was black gunk on the bathroom tap that made me not want to touch it, even though I didn't have other hygiene issues. Housekeeping only made my bed. They didn't replace used towels or refill shower gel, shampoo or toothpaste, and they didn't leave bottled water, so I had to get it myself. On the second night I asked for shower gel and towels. The staff member who brought them gave me an angry look and walked away after I thanked him, even though we'd never met before. On the third and last night, I needed more of the same. The same man delivered them, but yelled at me in Turkish, which I don't understand, because I hadn't asked for both things together. He was friendly to my sister, though she'd done the same thing while staying in a different room. Housekeeping also took my only clean folded towel and left the used ones behind. Afterward, I walked to my sister's and mum's room and passed him while he stared at me angrily. I'd only interacted with him on those two occasions, so I don't know what I'd done to cause that aggression. I would have complained, but it was night and I was checking out a few hours later. Having to pay for WiFi is extremely greedy and stupid.

What we booked wasn't what we got. One family member had no bed and had to sleep on the floor. When I complained, I was told the only option was to upgrade to a bigger room. The entertainment was crap, with nothing for children during the day, and most of the staff seemed miserable. Three people were exceptions: the older lifeguard, who was brilliant, two staff in the bistro, and a young lad I think was a supervisor.

The poolside smelled terrible, the food had no taste, and the desserts were awful and almost identical day after day. Reception staff weren't polite. I watched the YouTube video before booking, but the place we found bore no relation to it. The rooms were old, with hard, uncomfortable beds, and WiFi cost 15 Euro. For the price, it was extremely disappointing and a very bad experience. This hotel definitely isn't 5 stars. It barely deserves 3, and I absolutely don't recommend it.