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Reviewed 26 June 2018 via mobile

Absolutely amazing deffo coming back so friendly and lots to do so much choice of food to choose from, beautiful hotel and so many beautiful views, the beach is amazing with beautiful piers and seating areas. So romantic and relaxing at night time on the piers. Entertainment is fantastic all day and all night! Brilliant for kids they have arcade, park and kids clubs and big water parks and little water park for a babys and toddlers, brilliant for couples too, many nice restaurants and shops and activities to do! We will be coming back for sure, uzgur is amazing he helps so much his nick name is Daniel so be sure to look out for him he’s so friendly and helped us loads! Thank you swandor

Stayed: June 2018, travelled as a couple
2  Thank EmilyF2709
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SwandorCRM, Konuk İlişkileri Müdürü at Swandor Hotels And Resorts Topkapi Palace, responded to this reviewResponded 29 June 2018

Dear Guest,

On the behalf of Swandor Hotels & Resorts Topkapı Palace would like to express our gratitude for sharing your review. Reviews about our hotel are very important and help us continuously improve the quality of our service. We wish to inform you that all recommendations, requests and complaints stated here are recorded and processed together with all departments of the hotel. Glad that you have chosen our hotel to spend your holiday. We thank you for all your positive comments about our hotel. We would like to remind you that we will always be pleased to welcome you in one of our Swandor Group hotels, where we focus on perfection by shaping all our services according to the feedback of our valued guests.

Kind regards,

Guest Relation Department

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 June 2018

Room
We had a split level room, the open tread stairs are not suitable for small children who can slip and fall .
The rooms was very updated, full renovation in section with 5500 rooms.
Air contrition didn’t work and I call support in 5555 they promise that they will fix but not, Only at 26C was lock in all ne renovated section

Resort
The resort is massive, when we arrived all building site was close and we did n see any working area.

Food
The food was okay, every day same serving , there was not much variety of hot food and rarely actually hot.
It was often not labeled or labeled incorrectly, if you have any specific dietary requirements I think you would struggle, and although we always found something to eat, for me it was the same thing every day, grilled chicken or fish and salad.

Costumer Service
The service was poor, in the restaurants tables were regularly dirty, we often had to find and clean our own tables,
I would not expect this in a 5* resort. At the bars there were huge queues with people just pushing in.
The staff throughout the resort spoke very limited English or they did not understand English only Turkish and Russian, When I want to ask anything I use google translator form my language to Turkish.
Generally the staff were unhelpful.

Entertainment,
There were daily activities and entertainment every day for children .

Cleanliness
Our room was cleaned well and we tipped our maid daily.

In general
On impressions the hotel seemed good but ins some case was not OK.
Resort was not for 5 star, because need to change many things, starting from costumer support, staff to be more friendly with a guest, we was not for free there we pay and services should be according to that.

  • Stayed: June 2018, travelled with family
    • Value
    • Cleanliness
    • Service
3  Thank Abdurrahim G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SwandorCRM, Konuk İlişkileri Müdürü at Swandor Hotels And Resorts Topkapi Palace, responded to this reviewResponded 29 June 2018

Dear Guest,
On the behalf of Swandor Hotels & Resorts we would like to express our gratitude for sharing the review of our guest. Reviews about our hotel are very important and help us continuously improve the quality of our service. We wish to inform you that all recommendations, requests and complaints stated here are recorded and processed together with all departments of the hotel.
Out staff members receive training in the beginning of every season as well as during it. We also recruit foreigners in order to provide a quality service. Guest Relations Department and Reception could have helped you in case you felt some misunderstanding in other department.
Communicating with and meeting the expectations of every guest staying at our hotel is one of our aims to measure guest satisfaction according to our quality policy. Our call center connected to guest relations department is at the guests’ service all day. There is also a guest relations desk in front of the reception. We would be more than happy to help. Glad that you have chosen our hotel to spend your holiday. We would like to remind you that we will always be pleased to welcome you in one of our Swandor Group hotels, where we focus on perfection by shaping all our services according to the feedback of our valued guests.

Kind regards,

Guest Relation Department

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 June 2018

Stayed at this hotel September 2017 and had'a excellent time.Hotel staff very friendly Complex is huge an I will definitely recommend to everyone. My kids love this hotel Can't wait to go back July 2018.

  • Stayed: September 2017, travelled with family
    • Location
    • Sleep Quality
    • Service
2  Thank Kemal I
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SwandorCRM, Halkla İlişkiler Müdürü at Swandor Hotels And Resorts Topkapi Palace, responded to this reviewResponded 23 June 2018

Dear Guest,
On the behalf of Swandor Hotels & Resorts Topkapı Palace would like to express our gratitude for sharing your review. Reviews about our hotel are very important and help us continuously improve the quality of our service. We wish to inform you that all recommendations, requests and complaints stated here are recorded and processed together with all departments of the hotel.
Glad that you have chosen our hotel to spend your holiday. We thank you for all your positive comments about our hotel.
We would like to remind you that we will always be pleased to welcome you in one of our Swandor Group hotels, where we focus on perfection by shaping all our services according to the feedback of our valued guests.
Kind regards,
Guest Relation Department

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 June 2018

I can only echo the last guys thoughts, very apprehensive before we came having read the negative reviews about the place so was really not looking forward to it however no idea what the fuse was all about in the end. I dont know what people expect from a 5* hotel in Turkey, to think it is going to be anything like a 5* hotel in the UK would be asking a lot esspecially for the price, be realistic with your expectations and im sure you will be more than happy with the resort some people just like moaning for moanings sake i feel.

Rooms were fine not the best ive stayed in, grounds very well kept always buzzing with cleaners and waiters ready to help you if needs be, plenty of great food to be had, disappointed with the a le carte italian restaurant should have just stayed in the main all inclusive restaurant plenty going on in there and really get your fill. Most staff dont understand english but there are plenty there that do and those that did not usually seek out those that can help you so just be patient and understanding. Sure there were loads of Russians there but no more rude than us English can be.

Dont be concerned by the negative feedback as its really not justified in my opinion.

  • Stayed: June 2018, travelled with family
    • Location
    • Rooms
    • Service
7  Thank dannyburt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SwandorCRM, Halkla İlişkiler Müdürü at Swandor Hotels And Resorts Topkapi Palace, responded to this reviewResponded 23 June 2018

Dear Guest,
On the behalf of Swandor Hotels & Resorts Topkapı Palace would like to express our gratitude for sharing your review. Reviews about our hotel are very important and help us continuously improve the quality of our service. We wish to inform you that all recommendations, requests and complaints stated here are recorded and processed together with all departments of the hotel.
Glad that you have chosen our hotel to spend your holiday. We thank you for all your positive comments about our hotel.
We would like to remind you that we will always be pleased to welcome you in one of our Swandor Group hotels, where we focus on perfection by shaping all our services according to the feedback of our valued guests.
Kind regards,
Guest Relation Department

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 June 2018

Arrived on the 25th May to live on a building site for the week where nothing was open yet. Thomas crook promised us a 5star hotel but I would not even rate this 1star.
Firstly our room was disgusting, old and dated both the front door and the main bedroom door looked like they had been kicked in and the broken wood glued back on. The carpets were filthy looked like blood and vomit stains the upstairs smelt like vomit and there was dried blood on the bed sheets.
The shower door was broken and had come away from the panel which flooded the bathroom.
The stairs wobbled and shook because the screws had come away from the wall underneath making them unsafe. The small wooden balcony was unusable due to again the screws had come away and the wood was split so it wobbled back and forth even the cleaners did not go out there because when we arrived there was a bird nest on the floor which was still there when we left. Lots of mould around the bath and shower, tiles and sink were cracked; the plug in the bath did not work and the bath water ran brown, half the time the toilet would not flush. Our aircon did not work and the mini bar fridge was warm we complained twice they said they would look at them but no one did. Cobwebs were everywhere and a light switch hanging with wires exposed and crackling was next to my child's bed. Beach towels were meant to be changed every three days ours were not changed all week. Some day’s cleaners did not clean our room so we had no loo roll or soap another day they took all our towels and left us no clean ones. Fridge was never restocked we had to find the nearest bar to fetch bottles of water. Only one curtain hung in the window no sign of the other one anywhere!
My husband cut his foot open on broken glass in the kid’s pool and my daughter cut her leg on a broken tile in the main pool. There was broken glass all-round the pool area and twice we had to remove kids from the pool because of feces floating past. Water slides were not working most of the time and not at all when we first arrived. No lazy river, no arcade, no bowling as advertised. Public toilets were all flooded
so you waded through sewage then people were coming out and washing their feet off in the pool. Lifts were sometimes broken so had to carry toddler up and down six flights of stairs.
Not enough sunbeds to go around and you had to get the restaurant as soon as it opened or there were no tables left and food ran out. Kid’s ice cream ran out most days, Long queues at the bar just to get a drink, drinks served in dirty glasses. Don’t even get me started on the rude spitting Russians who overtook the hotel and thought it was beyond them to queue. Loud building work going on everywhere daily, the place was a complete building site which is quite dangerous. My child picked up a hammer on the beach where building work was going on.
We asked to move rooms but were told there were no more rooms available. Staff were rude and barley spoke any English making it hard to communicate or even complain. No information pack was given when we arrived we had to ask for a map on our second day which was begrudgingly printed off but turned out to be an old map in Turkish with facilities no longer available.
The rep welcome meeting never took place as the queue to see the rep was out of the door with angry people complaining. Things no longer available since booking the holiday were no beer in mini bar as stated you’re lucky to even get water, no games room or bowling available anymore, no funfair or wave pools, you can no longer use the a la carte restaurants unless you pay which again were not open during our stay. No hammocks, you can't use the hotel next door anymore either. Tower bar was not open. The photos on Thomas cook website are outdated with a lot of the facilities no longer available. We were 100% mis sold our holiday and after several complaints are still awaiting a response from Thomas Cook.

  • Stayed: May 2018, travelled with family
    • Value
    • Cleanliness
    • Service
5  Thank family e
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SwandorCRM, Konuk İlişkileri Müdürü at Swandor Hotels And Resorts Topkapi Palace, responded to this reviewResponded 24 July 2018

Dear Guest,
On the behalf of Swandor Hotels & Resorts we would like to express our gratitude for sharing the review of our guest. Reviews about our hotel are very important and help us continuously improve the quality of our service. We wish to inform you that all recommendations, requests and complaints stated here are recorded and processed together with all departments of the hotel.
We regret to hear that you were not satisfied with their say at our hotel. If you forwarded these points while the stay, we might have made you happy.
Regret to hear that you were not satisfied with your stay at our hotel.
A Health & Safety check by Thomas Cook was done at our resort for a couple of times to make sure that it’s ready to host Thomas Cook guests and give the final approval. There was no construction onsite.
Staff of our resort constantly gets training sessions in order to provide a quality service. In case there was a specific situation including staff rudeness we would be more than happy to receive the details in order to investigate.
During the high season we have a lot of guests coming from all around the world and no nationality separation is operated at our facility. We have staff coming from abroad in order to provide a quality service to our guests, therefore, we cannot accept the fact that the staff does not speak English. Our staff continuously receives necessary training not only in the beginning but also during the season in order to provide a quality service to our guests. In case there was a specific situation with our staff, we would be more than happy to receive it during your stay in order to professionally react and solve any problem or misunderstanding situation that may have occurred.
In winter 2018 213 rooms were renovated and entitled as Deluxe Room, therefore, we would be more than happy to welcome you once again and recommend you booking a Deluxe Room next time. A renovation of other rooms is planning to be during the Winter season 2019. An updated information will be available on our social media/website.
Our resort may host 2700 people at the same time, that's why sometimes due to operational reasons there may be some ques happening.
Communicating with and meeting the expectations of every guest staying at our hotel is one of our aims to measure guest satisfaction according to our quality policy. Our call center connected to guest relations department is at the guests’ service all day. There is also a guest relations desk in front of the reception. We would be more than happy to help.
Glad that you have chosen our hotel to spend your holiday.
We would like to remind you that we will always be pleased to welcome you in one of our Swandor Group hotels, where we focus on perfection by shaping all our services according to the feedback of our valued guests.
Kind regards,
Guest Relation Department

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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