Hotel Berke Ranch&Nature

Anti-customer approach 😔

Looks like this hotel doesn't understand relationship customer (guest) - company (hotel).

I've never met so unprofessional receptionist and I do travel a lot lately. From the very beginning this person was unfriendly and we felt toxic energy instead of warm welcome.

Problems:
1. Receptionist said that we cannot have a baby crib even tho we had it in the reservation. We had to ask different person next day and apparently it wasn't a problem.
2. We received a schedule in which it was clearly written that pick-up from the beach is at 15:00. We were there with a small baby when it was really hot and nobody came for us. Receptionist didn't provide any solution and we had to pay for a taxi by ourselves. She said that she will give us 10€ discount but she didn't add it to our receipt at all and furthermore she accused us that we didn't pay for that taxi at all!
3. Internet is paid and its quality is below average.
4. The owner doesn't care about your feedback. We tried to explain him how rude is receptionist and how poor is communication with her. He said she's "tough" and promised to give us some form of compensation but buess what - nobody offered nothing at the end.
5. Food is boring and it's really nothing special. Sometimes I had to wait ages to for new pancakes or yogurt was not available at all and 50% of the table are some random fruit jams. Dinner is prepared in advanced and is rather average. Once we had some equivalent of nuggets or soup mixed with water. Also, hotel doesn't offers drinks and we had to pay for mineral water each time. We usually preferred to eat outside the hotel even when our dinner was paid in advance.
6. People are able to smoke in a swimming pool.
7. Language barrier. Receptionist barely speaks basic English and I had to repeat myself twice or three times in the restaurant before someone will bring what we wanted.
8. Beach is just a small piece of area where you may stay and the rest belongs to different hotel. If you want to go buy some ice cream or use place in a shadow you may be kicked out.

What we appreciated:
1. Waiters were really amazing. They sent smiles all the time to us and they cleaned after our baby without any issue and respected our BLW method (baby eats by hands). Their English is not perfect but it was visible that they do their best.
2. Pool with an amazing view.
3. Music was not too loud and choice was good for its purpose.

Dear Owner,
if you expect people to visit your hotel and appreciate your effort to provide good business I would recommend you to double check customer service you offer. We came to your place around 11 pm after a long day of delays caused by travel agency only to listen to that we cannot get anything to drink, eat and everything is agency's fault. Your reception is an expert of blaming other people but I didn't notice her skills when it comes to problem solving. Walking next to reception was always an awkward experience and we asked ourselves "what will happen today and what will be the subject of another fight"? I'm disappointed especially that you and your receptionist promised us some discounts or other solutions and never kept your word! I wish you will reconsider your business decisions.

Luckily, we rented a car so we spent half of the week traveling through Kemer so our travel was not completely ruined.

Wish you success.

BR
Maciej