Elegance Hotels International

The photos show torn towels supplied to guests and cars without valid disabled permits parked in spaces reserved for disabled guests. During my stay, I also found there was no hot water, the towels were worn and damaged, reception staff were rude and unprofessional, and there was little consideration for disabled guests. I stand by what I wrote. The hotel’s reply denied the issues and suggested I wasn’t telling the truth. A review of your own staff and camera footage by the hotel itself can’t be treated as an independent or impartial investigation. I read many other reviews too, and my experience didn’t seem isolated. Rather than acknowledge complaints and improve service, you seem more interested in concealing problems. I have a disability and a valid parking permit, but throughout my stay I couldn’t use the disabled space at the entrance because regular cars without permits were always there. I raised this repeatedly with Mr. Serdar and Umut, and nothing changed. I had to park far away and walk every day. For a hotel claiming five stars, that’s a huge shame, and it felt as though spaces were being handed out informally without regard for disabled guests’ rights. During a heated discussion, Mr. Umut told me openly that when needed they gave those spots to friends and acquaintances. He raised his voice and spoke aggressively. I found that completely unacceptable, especially toward a disabled guest. On our last day, our flight was at 11 PM. Even though it was around 28°C and I’m disabled, they wouldn’t extend our room by even two hours. There was no flexibility, understanding or care. The service and attitude fell far below what anyone should expect of a five-star hotel. The cocktails were also far below that standard. The Piña Colada was especially poor and showed a lack of basic bartending skill. I didn’t write my review to hurt the business, but to share my genuine experience. Guests can give honest opinions, and hotels should work on service instead of attacking their credibility. Your response says more about your management culture than my review does. Dear Elegance Hotels International, Mr. Umut’s statement about the disabled spaces raises serious concerns about fairness and equal treatment.