The Residence at Tui Sensatori Barut Fethiye - All

The kids' and baby clubs run by TUI were superb and a real highlight, and the pool areas were clean, well cared for, with plenty of sunbeds all day. Cocktails at Baretta Bar and the other hotel bars were excellent, especially several of the signature options. The à la carte restaurants were very good when we got to visit, particularly the Turkish restaurant, with its fantastic food and incredible view. Still, the guest experience was frustrating. We stayed 10 nights and were given only three à la carte visits, the same as guests staying seven nights, while those staying 14 nights get six. It seemed reasonable that a 10 or 11 night stay would get at least one more booking. Staff said it wasn't possible and suggested paying for a premium restaurant instead. The answer felt dismissive and rigid. This mattered even more because our daughter had an allergic reaction in the main buffet restaurant, where she was also served peas despite peas being listed as an allergen. We were first told every restaurant used the same kitchens, but later found out the Italian restaurant has its own kitchen. We would have felt much more comfortable eating there, where preparation seemed more controlled and trustworthy. Guest services were unusually inflexible and defensive on several occasions. When we asked reasonable questions, staff leaned on "hotel policy" instead of trying to find a solution. Late checkout was another example. We couldn't request or confirm it until the day before departure, and even when I went back then, staff still couldn't guarantee our room. We decided against paying, since that defeated the purpose for us. They said they couldn't see room availability in advance, despite this being a paid service, so they missed out on extra revenue. Our family room was smaller than expected, with a fairly small balcony, and the decor felt drab and in need of an update. The corridors and main indoor bar were oddly dark and somewhat unwelcoming, affecting the hotel's atmosphere. Staff are very good and add to the experience, but the rigid approach, poor response to ordinary concerns, and handling of our daughter's allergy significantly affected our stay.

The service was extremely good, the food excellent and the entertainment first class. We loved the hotel enough to return this year after a previous great stay. In the busy main bar, the waitresses were especially helpful, bringing drinks to us because my wife uses a wheelchair. There were also some serious drawbacks, and sadly they mean we won't return. The cellar show bar was hard to access in a wheelchair because of a ramp at the bottom of the lift. Compared with last year, the three complimentary à la carte meals had been cut to two, with no exception for returning guests. We paid much more for less, at a minimum cost of 110 euros. We also had a late return transfer and needed the room for four extra hours. I asked if returning customers could get that as a freebie and was explicitly told no, it would cost 110 euros. My wife uses a wheelchair, and we were both feeling ill after a hamburger lunch at the beach restaurant. Even so, management let us sit in the lounge for five hours waiting for the transfer home. I wasn't impressed. Regretfully, we'll go back to Tui Blu Crystal Bay Resort in Hurghada, where we visit many times a year and feel returning guests are rewarded.

The family pool is great for kids, and there's also a pleasant adults' pool with a swim-up bar. The food was a 10 out of 10, and the staff were amazing, always ready to help. What an outstanding place. Can't wait to come back.

We've had another lovely holiday here and loved our stay. The food is amazing, the hotel is clean and smells great, and the staff are friendly. The only small thing we'd change is adding another person at the coffee bar near reception, since it gets too busy for one worker. If you're staying, remember to feed Ollie the Border Collie by the clothes shops.