**AVOID THE SEREN SARI HOTEL MARMARIS**
OR AS THE GUESTS CALLED IT - "FAWLTY TOWERS"
Our family of 7 - 2 women and 5 kids have just returned from the Seren Sari Hotel, Marmaris, Turkey. It was a nightmare from booking in! They only booked us 2 rooms for 7 people, despite us paying for 3 rooms! The rooms where not together as requested on the same floor - we had our children on 2 different floors! One of the rooms had damp patches over the walls which smelt awful - it was from the floor to the ceiling and it stunk out the entire floor out!
Complaints fell on deaf ears!
The Hotel was FILTHY and the air con didn't work and was VERY expensive - £3 per night per room!!!!! That's £126 STERLING !!! The staff where VERY aggressive;
The only time they where pleasant was when we where handing over money to them! They asked us if we where "millionaires".
We had to call down our rep every time we had problems as the staff refused to help us or even try to sort out the problem. Each time, we lost another day of our holiday waiting for the rep to come and sort out our problems!!! Not once did the staff apologise or make any offer to compensate us for all the problems we where having! They actually had the nerve to ask us for money for the phone calls for calling our rep!
After we started complaining, they started picking on us and screaming at us in reception in front of other guests over anything they could think of! The kept switching off our air con and we had to go down every time and argue to get it back on again.
They then told us to get out of the hotel half way through the holiday, as other guests had heard of all our problems, and the ywas very aggressive towards us; two women and 5 kids!
In 6 days our room was cleaned ONCE and we never got a bath mat or any hand towels. The shower in the room above us leaked and flooded our bathroom every day, bringing down our ceiling - water and plaster everywhere. They put on dirty sheets on my kids bed, then tried to charge us for causing the stain!
The Hotel was filthy and the carpets on all the floors didn't fit and where coming away from the walls and stairs! There where lose patches of carpet on the stairs - which caused my son to trip and fall! The Fire Escape door and large window that was only a few feet from the ground, was left open on every floor all the time - obviously with a huge drop below! Piles of sheets where left here too as it was near the linen cupboard - it was a death trap; an accident waiting to happen!
We witnessed a guest tripping over the strip of carpet in reception (that was always caught up as it was too long for the area) and breaking his foot. Also in that week, several guests fell at pool side.
The ONE lift was absolutely tiny and pitch black, no lighting - 2 adults could get in and that's about it!
EVENTUALLY after 6 days of complaints we where moved to other rooms - the air con leaked water as soon as we switched it on! The manager got the WAITER to fix it - of course he couldn't, so eventually they got proper technician in!
IT WAS A TOTAL NIGHTMARE - we where told this Hotel was 4 Star - it's barely 2 Star...
There was a restaurant right at the front that was open 24 / 7 playing VERY loud dance music all night - making it impossible to sleep.
I really have NOTHING good to say about this place.
This was our kids FIRST holiday abroad and they hated it and counted down the days to return home!
The staff where so rude - my youngest child was terrified and wouldn't go anywhere without me due to the staff.
The two pools where tiny and stinking of chlorine - the sister hotel The Palace is WORSE - not even a fridge in those rooms.
We met MANY MANY MANY people at pool side that where having the same problems as us and made many complaints.
We are most certainly taking this further with our holiday company - Holidays 4 U - they must have been tortured by the amount of complaints we heard about!
This is a true account of our experience, and we know from talking to other guests, that they also intend to contact their holiday companies and request not only money back, but compensation.
Edited to remove libel - Sarah
Hi Skydevas,
Sounds like a horrible experience.
I assume you got written reports from your rep? These will help you.
You need to omit the superflous stuff that you just won't get anywhere with, even though it bothered you:
Leave out the cost to use the AC, this is stated in the accom info so they will say you knew before you went. Here in Cyprus it is not unusual to pay this amount per night for AC.
Don't bother complaining that you did not get rooms on the same floor - this is always, always just a special request and never guaranteed. It will say so in the small print if your booking conditions. A non-starter even if you have kids with you.
Also, leave out the noise from the nearby restaurant. It says in the accom info that the hotel is centrally located and is surrounded by bars & restaurants, you won't get anywhere with this.
Hotels are not obliged to provide a fridge in the rooms (unless it is at apartment) - another non starter and as you were not staying at the Palace Hotel next door anyway.
Finally, do you have the name of whoever told you the hotel was 4 star? Its 2 HH's + according to their website which makes me think it is only a 2 star.
But, you still have a hell of a lot to complain about so you need to document everything else, back it up with reports from your rep and photos if you have them.
Write a full, concise account of everything else that happened, leave out any personal opinion, they are not interested and it won't help - its just your opinion at the end of the day and even if there were other guests complaining, you can't be the spokesperson for them all.
Push them hard and don't give up. Let us know how you get on.
Louise
Sounds like a horrible experience.
I assume you got written reports from your rep? These will help you.
You need to omit the superflous stuff that you just won't get anywhere with, even though it bothered you:
Leave out the cost to use the AC, this is stated in the accom info so they will say you knew before you went. Here in Cyprus it is not unusual to pay this amount per night for AC.
Don't bother complaining that you did not get rooms on the same floor - this is always, always just a special request and never guaranteed. It will say so in the small print if your booking conditions. A non-starter even if you have kids with you.
Also, leave out the noise from the nearby restaurant. It says in the accom info that the hotel is centrally located and is surrounded by bars & restaurants, you won't get anywhere with this.
Hotels are not obliged to provide a fridge in the rooms (unless it is at apartment) - another non starter and as you were not staying at the Palace Hotel next door anyway.
Finally, do you have the name of whoever told you the hotel was 4 star? Its 2 HH's + according to their website which makes me think it is only a 2 star.
But, you still have a hell of a lot to complain about so you need to document everything else, back it up with reports from your rep and photos if you have them.
Write a full, concise account of everything else that happened, leave out any personal opinion, they are not interested and it won't help - its just your opinion at the end of the day and even if there were other guests complaining, you can't be the spokesperson for them all.
Push them hard and don't give up. Let us know how you get on.
Louise
Skydevas
I'm sorry to hear about the awful time you had in Marmaris, I suggest you get proper legal advice from here:
Also, when you have time, why not do a review of the hotel in the appropriate review section.
Polly
I'm sorry to hear about the awful time you had in Marmaris, I suggest you get proper legal advice from here:
We have teamed up with Ros Fernihough, Travel Law Solicitor, to provide the best information available.
Ros has offered our members free impartial legal advice. Please note that Ros does not read or post on this board any contact to her must be made via :-
Tel :- 01922 621114
Also, when you have time, why not do a review of the hotel in the appropriate review section.
Polly
The Hotel was FILTHY and the air ???? didn't work and was VERY expensive - £3 per night per room!!!!! That's £126 STERLING !!!
It is not expensive !!! I m Turkish and if i wanna stay that hotel room it would cost me more then £10.
All i can say what you have paid then what you will get !!!
littlecheekymonkey ithink that skydevas meant the aircon was £3 per night not the room
Hi
My sister and her friend stayed here the first year it opened with there children. It doesnt seem to have improved any. The staff used to get drunk round the pool at nite they smashed glasses and kicked the glass into the pool, my nephew cut his foot so my sister made the hotel pay for the hospital trip. Money had got wet in the pool so it was left to dry on the dresser in the room, when they got back it had gone, the cleaner had taken it, thought it was a tip. the kids joined in with the belly dancer and she hit one of them cos they got more attention than she did. it was the worst holiday my sister ever had.
My sister and her friend stayed here the first year it opened with there children. It doesnt seem to have improved any. The staff used to get drunk round the pool at nite they smashed glasses and kicked the glass into the pool, my nephew cut his foot so my sister made the hotel pay for the hospital trip. Money had got wet in the pool so it was left to dry on the dresser in the room, when they got back it had gone, the cleaner had taken it, thought it was a tip. the kids joined in with the belly dancer and she hit one of them cos they got more attention than she did. it was the worst holiday my sister ever had.
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