VONRESORT Elite & Aqua - Ultra All Inclusive & Kids Concept

Avoid Von Resort at All Costs - Unacceptable Behavior

We recently stayed at Von Resort in Turkey, and our experience was absolutely appalling. From the moment we arrived, the treatment we received from the staff was shockingly racist and discriminatory. My family, including my two young children, were consistently treated rudely, and it was clear that we were not welcome there.

The employees went out of their way to make us feel uncomfortable, ignoring our requests, and treating us with hostility. We were shocked and deeply saddened by the overt racism we experienced during what was supposed to be a relaxing vacation. It was a deeply disturbing experience, and my children were particularly upset by the way we were treated.

We do not recommend Von Resort to anyone. If you value respect, decency, and a positive family environment, this is not the place for you. Do yourself a favor and avoid this resort at all costs.

Excellent stay with a beautiful hotel and amazing entertainment, which was totally ruined by the rude, unfriendly and have no idea what they are doing staff at reception. Bad experience during check in, with barely any information given to us. This is a massive hotel complex and there are no maps available to help us find our way. Staff at reception makes you feel like an annoyance when you try to ask any questions. During check out there was a lady at reception who behaved like a grumpy kid who barely spoke any english, making faces and smashing our hotel cards at the table because there was a discrepancy on one of our rooms and I asked what it was to try to find out what happened, and she started behaving like I said that she was lying. Totally unacceptable behaviour. Her manager treated us similarly with no respect at all, but at least he managed to explain the problem.
Reception is a total zero with totally incapable staff, which is a shame, as the hotel and our stay was great.

I am terribly disappointed. The first shock was the stray cats everywhere, when we first asked, they said it was the manager's cat that scratched 2 children in front of me. There are dozens of cats in the hotel, which are everywhere, including in the kitchen, on the bread. During dinner, they enter restaurants, rub your legs, jump on your table and even eat from your plate. The staff has no reaction to this. I told them a hundred times that I was allergic to cats, and the only thing they did was let us eat at another restaurant, although we met several cats there too.

There is almost no internet anywhere, not even in the rooms. The food is tasteless, and the rooms don't seem to have been cleaned. No one was actually cleaning the bathroom. Towels have stains. When you go to the bar for a drink, everyone's face is flushed, you think they must have paid thousands of euros in this abomination. In the end, I do not recommend anyone to come here.

We arrived at the VONRESORT Elite hotel on 28.06.24 for a seven-night stay with several families. From the beginning, our experience was disappointing: three families had to stay in a room of lower quality than what was paid for, despite making reservations more than half a year in advance.

We did not have a guide to show us around the hotel, restaurants, and accessible locations included in our package. Instead, we received a schedule sheet from the reception, which made it challenging to locate these facilities, causing us to miss some activities and only discover certain restaurants on the last day.

On the second day, our agency guide informed us that the hotel offered an included à la carte meal. However, the hotel reception denied this, stating that meals in the à la carte restaurants had to be paid for in full. To be noted that the three families affected on the first night received an à la carte meal.

The diversity of food offered in the ultra all-inclusive package restaurants completely disappointed me. Every day, the same dishes were served with very few reinterpretations. At a 5-star hotel, I expected a more varied menu that included dishes from various international cuisines, seafood, and other delicacies. ( PS. And don't tell me you have à la carte restaurants. When I pay for a 7-night stay at an ultra all-inclusive hotel, I expect not to spend an additional dozens of euros daily on food.)

The minor disappointments continued: our ultra all-inclusive package did not cover all bar drinks, and the higher-quality beverages required additional payment.

The pool's operating hours were only until 6:00 pm, which I found insufficient.

The cleanliness was acceptable, with daily towel changes, bed making, and minimal tidying.

The staff, in general, were kind, especially the bartenders, waiters, and servers.

However, I had an extremely unpleasant and humiliating experience with the 'GUEST RELATIONS' department. Knowing that our flight was scheduled for 10 a.m. on Friday and we need to leave the hotel at 6 a.m, which meant we would miss the breakfast and lunch we had paid for, I asked two days before our departure if they could prepare something for us to take away, anticipating possible flight delays. The first person in this department was kind and promised to discuss it with the restaurant manager to prepare something for us, but they never got back to us. Finally, an arrogant employee from guest relations informed me that they could not help, that they do not offer breakfast boxes, and suggested I buy food at the airport, in an unfriendly tone. This attitude upset me deeply, as the breakfast and lunch services were paid for.

Trying to resolve the issue with another guest relations representative, I encountered the same arrogance and superiority. When I asked to speak with the manager, I was treated with the same lack of respect. I received no apologies or help, just a suggestion that I could eat before departure at their restaurant, which is open from 11 p.m. to 7 a.m. So I did, but at 5 a.m. when I got there, there was no worker, and there were only a few dry and cold food scraps! When I mentioned that I would leave a negative review, they were indifferent, even encouraging me to do so. The worst customer relations I have ever encountered.

P.S. I wasn't upset that they didn't offer this breakfast to-go, I was upset by their attitude and how they treated me when I asked for help, with my own money!

As a suggestion, you should change the guest relations manager who was on duty during the day shift on July 4, 2024, and enhance the training programs for your staff. This advice comes from a client management expert.

Your disappointed guest,
Diana