Smart Stay Beach Bodrum

This is what I wrote to the tour operator: Good afternoon, We are seriously disappointed about the Hotel we selected from your description on the website. It most definitely was not 4 star. The most disturbing complaint is about the state of the bathroom. There was black mould on the ceiling above the bath, around the rim of the bath and in the basin below the tap. We arrived late evening on the 13th May and complained about the mould first thing next morning. Nothing was done. We complained twice more in the week. On one occasion mid week, my wife sought out the 'technician' as they called the handyman, took him to the room and pointed out the mould to him. Nothing happened. From midweek I developed a throat infection that is only now subsiding. On the few times that we did get hot water (complained about on the first day), the bathroom smelt of mould. We never had hot water in the morning and not every evening. There was a bath and basin but no plugs so the bath could not be filled and the basin tap had to run constantly when in use. We were told on complaining that they do not 'do' plugs We did not have a linen change for the first 4 days (again complaints were made). On the third day I went back to the room just as the cleaners were working on the room next door. I made sure that the 'please clean my room sign' was visible on the door handle. When we returned to the room later we found that the label had been changed 'to do not' disturb and the room had not been cleaned. We went straight to reception to complain but nothing happened until the following day. The choice of spirits on the all inclusive bar was minimal. We know that the description said that the alcohol on offer would be the Turkish equivalent but only Gin, Vodka and Rahki were available. The food at meal times was invariably unlabelled so it was a lottery as to what you ate. There were no lifts and access to the hotel was by a steep set of stone steps to the front with no ramp or an uneven narrow set of steps to the pool/bar area. We cannot remember being in a 4 star hotel where the room did not contain an information pack about facilities offered and when they were available. Here we were told to photograph an A4 sheet of paper hanging to the side of the reception desk. We paid for a 4 star hotel, we most certainly did not get it and want to know how you are going to respond to this. Please find attached pictures of the mould on the ceiling and basin. Kind regards, John and Loretta Mansfield

GOOD - The room cleaning was very good , my room was ok although the decor and furniture was tired and needed modernising. Alcoholic drinks not watered down like some other all inclusives. Reception staff, when they understood what you needed were helpful. Not too far to the beach. BAD - Other staff generally surly and appeared that they didn't want to be there. Unless you are a fluent Turkish speaker the staff will not understand you. Hot food selection poor with one chicken stew option for evening meals. I got the impression that the food was aimed solely at the mainly Eastern European visitors. Chicken nuggets and chips a staple for every meal including breakfast. Very poor selection of alcoholic drinks -gin, vodka, raki, Tuborg lager, red and white wine was all that was on offer with no premium drinks. At least two couples had money stolen from their rooms whilst I was there. If this happens to you and you want to report this to the police, you will need to pay £65 for an interpreter for the police to file a report. Poor hygiene with hot and cold food left uncovered accessible to flies and staff smoking whilst cooking omelettes. Ladies toilets beside the "restaurant " were in poor condition and smelled awful.There is a astroturffed area with sunbeds, however you were told to move off it at 6pm every day even although it was still sunny. Similarly the all inclusive pool bar closes at 11pm, after which it was made clear that you had to vacate the area, even although you had full drinks. It was a very cheap holiday, but due to the poor food choices (in my opinion) we dined out every night, so spent a lot more than we anticipated. Bear this in mind and it may be better to pay a bit more for a better hotel at the outset. We won't be back.