Mukarnas Spa & Resort

Each time we’ve stayed here, the hotel has seemed to get better. The food has improved noticeably, with lots of choice and delicious dishes, and the service is among the best I’ve experienced. The staff are polite, professional, attentive, and seem to genuinely care about guests. We arrived early in the morning and were offered early check-in without having to ask. While we waited, the staff brought blankets so we could rest comfortably in the lobby bar. Our first room faced a transformer and was hard to sleep in, but reception changed it immediately, without hesitation. I can confidently recommend this hotel. It deserves five stars, plus one. Svitlana

The entertainment team tried hard to keep guests occupied, and the waiters, bar staff, and housekeeping team were generally polite and hardworking. Their efforts were let down by the management and the resort’s overall condition. For me, this place does not come close to the standard expected of a 5★ resort, and I’d find it very hard to recommend. Getting a good night’s sleep was difficult. The air conditioning wasn’t running in May, with temperatures around 25-28°C, even though AC was advertised as part of the stay. The rooms felt hot and humid at night, and the lack of sleep can spoil the whole holiday. Late-night parties also carried on and kept guests awake. When people complained to reception, staff brushed it off by saying no one else had complained, and did nothing. Food was another disappointment. There was little variety, the same choices kept showing up day after day, and guests should expect chips with nearly every meal. It felt cheap, mass-produced, and not fresh or enjoyable. Hygiene and food safety also seemed poorly managed. Drinks were served in cups with lipstick marks, chicken at dinner was undercooked, children coughed over buffet food, and people found hair in meals. Room upkeep was poor, too. One guest had to move several times: first over a sewage smell from the toilet, then because a balcony door wouldn’t open, then due to a broken shower head that made showering impossible. The next room had a door that wouldn’t shut properly. It’s hard to see that level of neglect as anything but a maintenance failure. Management handled complaints appallingly. In one case, a waiter spilled a whole glass of Coke into a guest’s expensive bag, but there was no proper apology, accountability, or compensation. Other complaints made to reception and management were ignored or brushed aside, with little or no action. The atmosphere wasn’t relaxing either. Many guests were rude and inconsiderate. Children pushed into queues without being stopped, and some people left the toilets without washing their hands before going straight to the buffet. Staff did little to address it. The bazaar shop on site is also best avoided, its prices are massively inflated and clearly aimed at tourists. The hotel presents itself online as a luxury 5★ destination and among the best, but the reality falls far short of that image. Several guests encountered similar problems, so it’s hard to believe these were isolated incidents. Overall, the resort failed us on comfort, hygiene, food, maintenance, and customer service. It doesn’t deserve its 5★ rating or provide the holiday standard guests pay for.

We first came here 15 years ago, when the hotel had only been open for two years, and remembered it as impressive and luxurious. We usually like trying different places, but we loved that first visit enough to return. The rooms have since been renovated, and the lobby remains impressive, though a lot has changed. There was plenty to enjoy. The hotel and our room were very clean, as were the public spaces, thanks to the cleaners. The food was varied and tasty, with nicely decorated themed buffet nights, and as a vegetarian I found lots to choose from. The tennis court, squash area, ping pong, and beach gazebo were all highlights. There were plenty of sunbeds by both the pool and beach, and Sunday breakfast included champagne. We also appreciated the repeat guest gift of wine and crisps, and the chocolate strawberries when we left. The people made a big difference. ASSELYA welcomed us with a smile and was always helpful. I work in tourism myself, so I know how much that first contact matters. The animation team kept us entertained, especially ANU and the morning yoga instructor, a brunette with long hair whose name I’m sorry I can’t remember. Zahra and Sudu at reception were always smiling, too. At the pool bar, Ahmet on the afternoon shift was the only one smiling and helpful, and he made amazing cocktails. Faruk and Yusuf were at the lobby bar; Mehmet Ali served in the Chinese restaurant, and Hamza, Kadir, and Sinan were in the main restaurant. The woman making Gozleme at Amphi Bar was kind and cheerful, and her food was the best Turkish food. Two women serving breakfast on the terrace were always pleasant, one bringing tea and coffee pots and the other clearing and resetting the tables. We gave four stars rather than five because of some letdowns. On arrival, we were given a room and told we had to move the next day, which used up some of our holiday time. The first room had a full sea view, while the second was the side sea view we had booked. The porter who showed us to the first room was arrogant, didn’t smile, and stayed until we tipped him. The pool sunbeds were packed too close together, leaving no privacy or room to move. Beach towels were small, old, and not fluffy, and the room towels had the same problem. For a 5* hotel, towels for the pool and rooms should be nice, big, and fluffy. There was no vegan milk available, and the beach bar didn’t serve cocktails. We also noticed that although many Romanian guests were staying there, the animation host giving the morning program greetings said “good morning” in every language except Romanian. Maybe they should learn “Buna dimineața.” Afterwards, I left this review on Trip and got a reply from the Guest service manager saying, “...hope that future visitors will carefully consider their preference when selecting their place to stay...” because he or she thought I wouldn’t book again. Other reviews got replies saying “looking forward to welcome you back in the future.” Even though I rated the hotel four stars, I found that response unpleasant and hope I misunderstood it.

A special thank you to the Spa team, especially Alicja and Mehmet, for being warm, kind, and professional. You helped make our stay memorable. We spent October 1-8 in room 1435 at Mukarnas, and had a lovely time. The concept felt special, bringing the spirit of ancient culture together with modern comfort and service. The whole hotel, not just our room, was spotless. Food was varied and delicious, with something new to try, and the entertainment and activities were organized to a high standard. Best wishes, Julia & Tomasz