My family and I returned a few days ago from our stay at the Delphin Diva Hotel in Antalya. We stayed there from July 1st to July 8th 2012. I am writing this review as a follow-up on the previous review I wrote on July 3rd, two days after staying at the hotel.
My husband, two children (ages 9 &4) and I now returned from our stay and I felt the need to update my review. My previous subject was “disappointing and still suffering”. I have faced a number of issues at the hotel the first couple of days which revolved around a broken down air conditioner, poorly furnished room, unsafe stairs for children, unavailability of sun beds, difficulty of booking at any A La Carte restaurant and communication with staff due to poor English.
The following day after sending my previous review, I was contacted by the Guest Relations. I was informed that the Hotel Manager would like to see me. I welcomed the idea appreciating that they took my complaint into consideration. Many hotels would simply not do that, and certainly not the way Delphin Diva dealt with my concerns.
I met Ms. Lina Ugurlu, Guest Relation Supervisor Assistant who introduced me to Mr. Erturk Ugurlu, Hotel Director. Ms. Lina translated my entire review to Mr. Ugurly who I must say took every single detail and genuinely tried to solve it. He was very upset that his technical team was unable to fix the air conditioner in our room after several attempts and he made sure to contact the Head Technician for a full report and an explanation on why this happened. He was also extremely upset that on the numerous times my husband and I try to contact the Manager to raise our concerns, we were unable to reach him due to management meetings. Mr. Ertuk immediately called for the Front Desk Manager and questioned him in my presence on why he did not receive any messages that a hotel guest was trying to reach him.
Mr. Ugurlu apologized for all the trouble we went through and expressed his disappointment that any of the guests at the hotel had to spend three days suffering. He was also very appreciative that I shared my concerns with them and thanked me thoroughly for taking the time to discuss all the issues with them. I must say that while some issues remain unresolved, it was proven to me that many solutions were/are under trial. For example, when I raised with the Director the issue of sun beds and that they should not allow people to book so early with the towels, the response was that any towel on a sun bed is removed between 8 and 8:30 if unattended. I did not really believe that until it happened to me. We went one morning to a fishing trip at around 7am and we left all our stuff by the pool. When we returned from our trip at 9:30 all our things were removed and were brought to the towel station. The other proof that their statement is true is the many recent reviews tell you to place your towel and stay with it..
I have also complained about the a la carte restaurants and how impossible it was to get a booking. Ms. Lina from Guest Relations informed me that if any guest at any point was unable to get a booking to any restaurant he would like to go to, he can simply contact her and she will try to accommodate the request to the best of her ability. This has also proven to be correct. We did contact Ms. Lina to book at the Italian restaurant, as our last day was approaching and we really wanted to try it out after the excellent reviews it got, and she was nice enough to get us a beautifully decorated table at the restaurant.
At the end of my meeting with Mr. Erturk Ugurlu, he asked if he could check the air conditioner in our room, which of course I welcomed. We went up to our room along with Ms. Lina, the Front Desk Manager, the Head Technician, and a couple of other people. After confirming the problem, the Hotel Director once more apologized and insisted to move us to a different room and to make up for the miserable three previous nights he offered to upgrade us to the Presidential Suite at the hotel. Furthermore, he offered us a free stay at one of the paid beach gazebos. I truly felt it was more than we expected and I offered to pay the difference of price and for the Gazebo. Mr. Erturk Ugurlu refused and insisted to accept this offer as a way to compensate us for the difficult first three days we had. We have also received later on a note from the Hotel’s General Manager, Mr. Egemen Comertoglu, thanking us for sharing our complaint with them. We were also given a small hotel souvenir with the note. We were really overwhelmed by the kindness and generosity of the whole management team.
This might not happen in any hotel you go to, but it happened at Delphin Diva. Now, the part that touched me most was how genuine all those people were. The moment that Mr. Ugurly told me how my kids deserved to have the best vacation and the many times Ms. Lina came to check on us and how she went far beyond her responsibilities to ensure we had the most pleasant stay is what made us embrace the true Diva family experience which I would like to explain next.
Once all the air has been cleared, my family and I were finally able to enjoy what Delphin Diva had to offer:
FOOD & DRINKS: The main restaurant remains the best in terms of variety especially when you go with children, however, in order of preference we absolutely loved the Sea Food restaurant (excluding mosquito bites), the Italian and the French. The snacks you get throughout the day are fantastic. I personally waited for my waffle break on a daily basis, my husband loved the sandwiches and my kids of course ice cream! Drinks were always abundant!
SERVICE: You learn to accept the difficulties some waiters have with English because seeing how hard they’re working day and night and how they never fail to smile every time they see you is nothing you can really complain about. I would especially like to mention Mesut Guzel who was our wonderful waiter at Dolce Vita Italian restaurant and during our breakfast daily at the main restaurant. He was truly nice and professional and always remembered our drinks!
ENTERTAINEMENT: The entertainment varied daily. There were some very good shows such as the Turkish night and the Kafkas. The Luna park was a blast for the kids (and for us as well). My nine-year-old daughter enjoyed the belly dancing lessons with the very cute outfits. The Beach foam party with the Fire Works was the best! During the day the hotel photographers were going around for some fun pictures with Captain Sparrow’s look alike with his parrot and with Spiderman ☺
In terms of room I cannot say enough about how gorgeous the Presidential Suite was especially the magnificent view from the huge balcony!
The spa was great especially the Turkish Bath! My husband also tried the VIP massage and he loved it so much that he went twice during our stay. I also tried the hairdresser a couple of times and they are very good. My daughter and I also got a chance to enjoy the Dr. Fish Spa and we became addicted!
I would also like to add that on our wedding anniversary we received a small gift and a lovely note from the hotel, which was a really nice gesture.
During our stay, we have used many many times the Barracuda’s Alfredo’s Water Sports which was located at the Hotel beach. We went on waterfall visits, parasailing to see Antalya from above, Jet Ski, and fishing trips. I must mention Tenzile, the owner who showed us true Turkish hospitality and the many friends we made there especially Vedat, Yana and Hussein who was so kind and funny with my children. They absolutely loved him!
The beach was one of the best and the gazebos around are very enjoyable.
Overall, we would surely return to Delphin Diva, more for the amazing friends and warmth we felt during our stay. Our start at the hotel might have been rough, but it also made us observe and appreciate even more this amazing resort.
I would particularly like to thank all those who made our vacation truly memorable! I also would like to encourage all the guests who are going to the hotel not to wait until your vacation ends to write about your concerns, but rather to address them to the Guest Relations and the Management of the hotel. They are the most understanding and professional group of people I had the pleasure to deal with.
Thank you Delphin Diva and see you very soon!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.