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“The good, the bad the ugly.”

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Kaya Palazzo Golf Resort
Ranked #12 of 87 Hotels in Belek
kent
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
“The good, the bad the ugly.”
Reviewed August 26, 2013

Like to say as i write this review things will have changed as our holiday experience was different from the first day right up to the last day.We went from the 6th for 2 weeks.
First thing we had a very nice family holiday, the hotel, pool area and beach pier are great and all look very impressive.
We arrived after midnight and found the reception English to be the worse we have every experienced, not the end of the world but made for a very long check in ,( not that many of us) about 1 half hours, finally we was taken to our rooms, there was 5 of us in 2 rooms, pleased with the rooms and as asked they was together found out in the morning daughters room had old sun cream etc in cupboard and mini bar was empty, this was sorted in the morning. We found we were on the side of the hotel looking over the riu kaya but had a side sea view so was happy with the rooms.
First day when we popped in the room late afternoon we found room had not been made up, after a few min trying to explain in reception which was completely flooded from a water leak it was done that afternoon, only 2 find we only had towels etc for 2 people, down again and explained, for the duration of our holiday one day we would have enough for 2 next day would be 3, after a couple of trips gave up, no big deal but annoying. Mini bar was restocked every day and room cleaned every day.
The pool area is great, we loved it ,easy to walk in , nice areas for small and old and looked great. No entertainment around the pool in the first week, this started week 2 and again made a great improvement, was great fun and most people round the pool enjoyed it .First few days we thought it was great for sunbeds and umbrellas , still some anytime of the day but by our 3rd day the hotel went from half ish full to full what a difference, we liked to be the far end from the water park /noise etc as it was more peace full, if you was not down by 7 am for the rest of the holiday forget it, and by 7.30 am over half of the sunbeds was gone, by 9.30 am all had gone, we saw many people arguing and if your umbrella was not up and you went for a swim or lunch it could well be gone.
As for drinks around the pool first week we never was offered one , we was a way from the pool bar so we found the 2 people on roller skates would fly past and never make eye contact, so we would get our drinks our self, no big deal but was a surprise, next few days managed to grab them as they flew by but ether never came back or got the wrong drinks,was funny though as you never new what you would get, got to say last couple of day they had a trolley with drinks pushed around, much better.As far for the pool bars not enough people serving ,one or 2 people , thought they was rude at the beginning but because i got most of my drinks there built up a good relationship and found they was just not trained properly and under to much pressure.Loved the ice creams next to the bars, run out a few times.
The waterpark was great , we was told a few people had accidents on the dark run but we never saw anyone hurt, only thing i would say there was never any age restriction, this may change as you could see this a problem on the inflatables.we loved them
The pier was great , you could walk down the stairs into the sea or jump, great fun and could always get a drink here.
They did have a pier party the day before we came home so things happening there 2.
As for the hotel and restaurant, this again changed as the 2 weeks went on, in the restaurant we found the service to be not very good, some waiters was ok and some did not seem interested, again was a problem to get eye contact, in the morning sometimes we never got offered a drink, not like most Riu where you get a tea pot, you are served drinks ,great if there is anyone there, that said we tried to find the good ones and then there was not any problem and again build a relationship with them, many tables was not cleaned.Also for us English was a problem, again we never new what drinks we would get.
As for the food we found it hit and miss, some days the evening meal was good, others not so good, many power cuts so sometimes cold. For us breakfast was just ok, i now we are in Turkey but not much in the fried department, no beans, end of the world lol .Service was not good in the morning maybe because we was in early.We found the A/C Italian and Asian / Steak restaurants was very nice and service was great.
Dress code changed as time went on ,first week you could walk in with what ever you wanted,then we noticed a few people stopped over the next few days and on our last day they put up signs about dress code.
The good thing about the main restaurant you could sit where you wanted and go when ever you wanted ( not like any other RIU we have been to ) down side was no one we saw running the restaurant, never asked if we was happy, no relationship with waiters which is normally part of the holiday losing the personal touch.
We was put in nice rooms but so many people we talked to was put in the rooms over the road and this ruined the experience, ok to say you don't spend much time in your room but some of them rooms was not good so any small problems become big problems and understandable if like us you have saved all year.
The hotel is improving everyday and was a different animal from day one to day 14 and we thought we missed out on some of the good things but overall we really enjoyed our time,we made friends with some really nice people from the midlands as did the kids, would i go again, no in case i was given the garden rooms and would not feel part of the hotel, will watch trip adviser to see if things change but think it will be a much better hotel this time next year
If you are used to RIU hotels ( at the moment ) this is not like a Riu ,not many things saying Riu, never mentioned in the hotel like entertainment etc only ever see and say Kaya, and reception told us they did not at the moment want to see any Riu cards etc.
Will watch with interest.

Room Tip: Dont go in the garden rooms if you can help it and go with the flow
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  • Stayed August 2013, traveled with family
    • Value
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Helpful?
2 Thank CliveKent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this review, May 7, 2016
Dear CliveKent,

We want to thank you for taking your time and your effort to share your comments about our hotel on Tripadvizor.com. Your opinions and observations are with greatest importance and assistance to us in order to be able to achieve the constant improvement, the guest satisfaction and the high quality service we strive. Thank you for your assistance.

Best regards,

Hotels Management
Riu Kaya Palazzo Belek
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Birmingham, United Kingdom
Level Contributor
12 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed August 25, 2013

Just arrived back from this beautiful hotel! Myself and two sons age 13 & 4 . We were offered fruit juice on arrival,check in was efficient and carried out quickly! and asked if we would like something to eat. Our cases were immediately taken to our room, we had been upgraded to a suite which was just fabulous!! The resort itself is quite spectacular, the pool scene is lovely and the aqua park saved the day as my 4 year old spent hours there ! One evening we strolled to the jetti and there was a wide gap at the back where people jump off into the water but no way should it be left exposed at night! accident waiting to happen! Hold on to your children if you venture there, especially at night Food in general was of a good standard and there was a huge variety of on offer, albeit aimed more at other nationalaties. There was a bar by the pools which served drinks only and a bar that also served food throughout the day. Service was fairly efficient, however not particularly friendly or polite. The patisserie served cakes and ice cream through out the day. The hotel has the potential to become a 5* star, however staff training is greatly needed and cleaning is not the standard of a 5* hotel. My bed was changed once in the whole week! The quality of finish to this new hotel leaves somewhat to be desired and appears to have been finished in a hurry!! All said the good outweighs the bad.

Room Tip: not sure as we were upgraded to a suite, which had a sea view and also looked out over the pools.
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  • Stayed August 2013, traveled with family
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Helpful?
2 Thank jaynec499
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this review, May 5, 2016
Dear jaynec499,

Thank you for visiting our hotel and for taking the time to share your holiday experience here on Tripadvisor.
It was our pleasure to welcome at Kaya Palazzo Belek. We would be happy to have you as our guest again.

Best regards,

Guest Relations
Kaya Palazzo Belek
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Gravesend, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed August 23, 2013

I would echo a lot of the recent comments and would suggest that there is a clear trend with early reviews being positive when the hotel was quieter and as more guest arrived the comments become negative as the staff have become overwhelmed and have been unable to maintain standards. The building looks 5star and as first view delivers a 'wow' factor but a closer look at the poor finishing touches takes that rating down a star. Food is average (3 star...), service is generally poor with the exception of one or two (usually clear my own table, plates of food and general mess will sit on tables for excessive amount of time). Visits to guest relations are confusing, the criteria around eating in a la carte seems to change daily, as do the themes of the restaurant, we were booked into a non existent sitting and gave up trying to glean an explanation, there simply isn't enough English spoken to solve anything other than the most basic request and in my opinion the most damaging issue is the cleanliness, the rooms are dirty and cleaned irregularly, our cleaner did not visit on 3 occasions in the first week of our stay and the overall standard is poor throughout the hotel.
The shear amount of small issues has grown and grown to the point where we can longer laugh them off as teething problems, the hotel may well do much better next year with more experienced staff but they are a long way from 5 star in terms of finishing touches and service, pooh being left in the pool for 5 hours (despite constant guest complaints and diver inspections) will not help.
My advice would be to stay away for a year or two unless you have a passion for cleaning..

Room Tip: Avoid the garden rooms, these seem to be the most neglected and suffer from the racket of the cicada...
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  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
2 Thank Marco G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this review, May 7, 2016
Dear Marco G,

Thank you for your review and comments. Your feedback allows us to progress our service and product and to be aware of areas of improvement.
Thank you for your assistance. We would be happy to welcome you back at Kaya Palazzo Belek.

Best regards,

Hotels Management
Riu Kaya Palazzo Belek
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
St. Andrews, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed August 23, 2013

I booked this holiday through Thomsons nearly a year in advance for me and my partner and we were so looking forward to having an amazing holiday - and it's probably turned out to be the worst 1 we have ever been on. We had a late flight from the UK so we never got to the actual hotel till just after midnight - first impressions it looked stunning. There was mass confusion by the hotel staff when everyone was trying to check in. Bearing in mind it was a late flight and all everyone would have wanted to do is get to their rooms and look forward to the next day - well we never got took to our room till after 0430am so we waited the best part of 4 hours in the reception!!! But when the porter came and showed us to our room we were just glad to be getting to our bed - but when we walked into the room itself I have never seen anything like it - the room was disgusting full of moths bugs and literally thousands of ants everywhere, the floor the walls and even in the bedding - and that wasn't the only thing they put us in a room which we never booked. Immediately I reported this to the reception and was told that nothing could be done till the morning so we ended up sleeping in the Cigar Bar it was that bad. Next morning only a few hours later we where shown another room - bug free thankfully but again the wrong room type so we had to wait again for another room - eventually we got in and all we wanted to do was get down to the pool area and start enjoying our holiday - it was only when we got back from the pool before getting ready to go out at night we noticed our air conditioning wasn't working - I reported this every day at least twice to the reception and was always promised it will get fixed - when we met up with the Thomsons Rep she couldn't do anything either and just said sorry - a holiday in Turkey with no aircon isn't pleasant. The Thomsons Rep was always hounded by UK holidaymakers with various problems/complaints and the impression we got not alot of these issues were fixed. The staff themselves were clearly not ready and many parts for the hotel were not finished - I think this will need a lot of time and more training is needed by the staff. We had to phone the reception practically every day when we returned from the pool/beach as our room hasn't been cleaned and the minibar wasn't restocked and obviously the aircon was never fixed!!! We spent a few nights in the Cigar Bar just to keep cool during the night. The pool area was lovely although we were always apprehensive just popping to the bar or toilet incase other (foreign) holidaymakers moved your towel and stole your sunlounger and even took your parasol - we seen this happen numerous of times practically every day. The branded drinks were a bonus. All in all it was nice to get some sun and a break from work but this hotel, the hotel staff were clearly not ready for visitors. And unfortunately the Thomsons Rep wasn't as helpful as she should have been!!! Disappointed would be a understatement - but hopefully in time it will get better for other holiday makers - but I won't be going back to find out!!!

  • Stayed August 2013
    • Value
    • Location
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    • Cleanliness
    • Service
Helpful?
3 Thank 81young
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this review, May 7, 2016
Dear 81young,

Thank you for your review and comments. Your feedback allows us to progress our service and product and to be aware of areas of improvement. Once again, our gratitude for your feedback.

Best regards,

Hotels Management
Riu Kaya Palazzo Belek
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Liverpool, United Kingdom
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed August 22, 2013

Having been to riu hotels approx 12 times this hotel is nowhere near the standard of any of them in cleanliness and service. Thomson rep my as well not have been there because none of our complaints were dealt with so by the 11th day I took a member of staff from reception to show him the rubbish under daughters balcony which consisted of empty paint tins broken mirrors,glass and plastic bottles and general building rubbish. 2hours later it had gone. Want anything doing do it yourself. On booking holiday i asked for adjoining rooms because we were having 1grandchild with us, i also emailed hotel to make sure the week before. i received email back saying it had been noted. On arriving at hotel another family like us were taken to garden rooms. Our family were in separate annexes hence grandson not wanting to stay in our room as not close to his mum and dad so this meant 4 in a 3 bedded room. We went to rep next day and asked to move because brochure never mentioned annexes but she said hotel wouldn't move us yet the other family wouldnt set foot in room went to hotel management and were moved into main building immediately. this has been the case with many, so bypass the rep. The main hotel could have the wow factor if it is finished properly but cleanliness and service and Luke warm food do let it down. I wouldn't stay here again and wouldn't recommend it .i also believe that those who shout the loudest get the service. We thought by going through rep was correct way of doing things but we were wrong.

  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank chezzer192
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this review, May 7, 2016
Dear chezzer192,

We want to thank you for taking your time and your effort to share your comments about our hotel on Tripadvizor.com. Your opinions and observations are with greatest importance and assistance to us in order to be able to achieve the constant improvement, the guest satisfaction and the high quality service we strive. Thank you for your assistance.

Best regards,

Hotels Management
Riu Kaya Palazzo Belek
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dartford, United Kingdom
Level Contributor
9 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed August 21, 2013 via mobile

Arrived at midnight to a very slow check in and a room with things left in it from previous guests such as suncream in drawers and empty mini fridge ... Few issues such as no iron, not much storage room and only 6 hangers...

Waking next morning was very happy with the look of hotel but things started to bother us such as poor overall cleanliness and problems such as cracks appearing everywhere from floor tiles to glass windows on the 5th floor... Hotel not 100% finished...

Pool area beautiful but not enough sunbeds or umbrellas..

Service in the restaurant was terrible in the mornings, bit better in the evenings... At breakfast was hardly ever offered tea or coffee and normally difficult to find a fruit juice. Very slow to get anything hot and always ques for eggs... However other guests didn't mind walking right to the front...

Little English spoken!

On the whole though, I do think many of these problems should hopefully get better the more experience the staff get and things are being introduced all the time such as new day activities and evening dress,
Enjoyed the restaurants that you needed to pay for, including the Italian and Asian...

Wouldn't go back mainly due to the service or lack of it but a beautiful hotel and there wasn't a big issue, just small ones that add up....

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Jenf91
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this review, May 7, 2016
Dear Jenf91,

Thank you for your review and comments. Your feedback allows us to progress our service and product and to be aware of areas of improvement.
Thank you for your assistance. We would be happy to welcome you back at Kaya Palazzo Belek.

Best regards,

Hotels Management
Riu Kaya Palazzo Belek
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Essex
Level Contributor
18 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed August 21, 2013 via mobile

Just returns after 2 weeks at the above hotel. Have to agree with some of the comments made by previous guests. This is not a true Riu and it shows! Amazing food but the service is very slow, having someone walking round with a juice trolley at breakfast doesn't work, same with the coffee most guests are halfway through their meals before they got a drink, most guests would be more than happy to help themselves from a juice bar and have a coffee pot on the table. When we went into dinner in the evening the tables weren't laid properly, some had no napkins or spoons, service again, especially clearing plates was slow, water was poured straight from the bottle (warm) not from jugs with ice as you would expect. There were broken tiles on the restaurant floor which weren't repaired for at least 10 days. Didn't have a problem with the mini bar and our rooms were cleaned daily, you expect some dust as a new build.
The evening entertainment was, in my opinion, very good. The only problem was if you didn't get there early you had to go and get your own chairs from the restaurant as there were never enough. The stage I hope is temporary as if you're at the back you can't see anything as you're just sitting on a grass area to one side of the pool!
My biggest gripe was the fact that we have a Riu Gold Card which they don't recognise at all (?), they are not able to put the points on, apparently you can only do it on line, we didn't receive any of the little extras we should have done which we let pass as it didn't particularly bother us, however one of the things we should get is a complimentary late check out. I went to reception a few times during our stay to see if I could book this and they just kept telling us to come back later, on our last day after breakfast we went again to reception to request our late check out and they agreed to put us in a garden room until 18:00 free of charge. We went back to our rooms and finished the packing then went to reception with our cases to go to the room and they had changed their minds and said the card was not recognised and we would be charged if we wanted to stay on. This hotel is on the Riu website, is booked as a Riu, had got Riu in big letters on the outside how can they now say they don't recognise the Riu card???? They were, adamant and would not back down, luckily our rep Charly was in the hotel at the time and came and sorted it out for us, I will be writing to Riu so I hope they sort it out for future card holders!
Onto the garden rooms, very different from the main hotel, a lot smaller, bathrooms only have a shower no bath. The blocks can be quite a distance from the main hotel and are three storeys with no lifts so probably not suitable for elderly or disabled people. Very noisy from the crickets(?).
Apart from the few problems we encountered we thoroughly enjoyed our stay at this hotel. With more training and tweaking here and there this hotel has all the makings of a 5* just not there yet. Don't be put off, just go and enjoy what this hotel has to offer, the positives outweigh the negatives.

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank jade33
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRM_Palazzo, Yönetici at Kaya Palazzo Golf Resort, responded to this review, May 5, 2016
Dear jade33,

Thank you for visiting our hotel and for taking the time to share your holiday experience here on Tripadvisor.
It was our pleasure to welcome at Kaya Palazzo Belek. We would be happy to have you as our guest again.

Best regards,

Guest Relations
Kaya Palazzo Belek
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Kaya Palazzo Golf Resort

Property: Kaya Palazzo Golf Resort
Address: Uc Kum Tepesi Mevkii, Belek 07525, Turkey (Formerly Hotel Riu Kaya Palazzo)
Location: Turkey > Turkish Mediterranean Coast > Antalya Province > Belek
Amenities:
Bar / Lounge Beach Beverage Selection Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Top resorts Hotel in Belek
#10 Spa Hotel in Belek
#12 On the Beach Hotel in Belek
#12 Luxury Hotel in Belek
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Kaya Palazzo Golf Resort 5*
Number of rooms: 645
Official Description (provided by the hotel):
Kaya Palazzo Belek Hotel, a Kaya Hotels & Resorts signature, introduces you to the quality, comfort and luxury. At Kaya Palazzo, which is comprised of luxurious and comfortable rooms, suites and villas, you may prefer family rooms with double bathrooms, choose one of the suites or terrace rooms with pools, or declare your freedom in the ultra-personalized suites and villas. The interiors of these options are filled of unique features which will make you to feel special. Besides the open buffet restaurant, where you can taste the extraordinary flavours of the international cuisines, at your service are a la carte restaurants offering Lebanese, Asian, Italian, Fish and Steak options. Kaya Palazzo Belek presents the world famous cuisines and is ambitious about the food and beverage. The Snack restaurant suitable both for the Turkish and international, Patisserie with the pleasure of wide range of cake and ice cream, 24 hours room service, bars with various concepts and snack alternatives, it rejoices you even more. Non-stop entertainment that extends from day to night. Exclusive shows that will appeal to your refined taste, special night and parties, live music and cultural activities and tents of joyful details will be waiting you at Kaya Palazzo Belek. Ministones Kids Club that is designed as a unique paradise for kids, awaits the princes and princesses with games, activities, parties and the adventure Aqua Park with 4 water slides. Surrounded by white sand, our heated sea water VIP pool offers an exclusive service to have a unique beach experience in all season. Providing service in a 3.500 m² area, the Spa Center has an international structure, blending the Far Eastern, Turkish, Finnish and Russian themes through its modern architecture. İndoor swimming pool and sauna, steam and snow rooms are at your service for relaxation with their stylish and comfortable designs. For those who want to keep fit our fitness club, as well as professional tennis courts and football fields which meet the international standards. In the championship Kaya Palazzo Golf Club course with 18 holes you are going to live the pleasure of professional golf in the unique nature of the Mediterranean. Palazzo Convention Centre, consisting of 6.800 m² area in total, hosts in a style suitable for your glorious meetings, where the privilege of goods and services could be distinguished easily. ... more   less 
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Also Known As:
Kaya Palazzo Golf Resort Belek, Turkey - Antalya Province

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