Elegance Hotels International Marmaris

I've been in so many hotels around the world but i haven't been treated this bad way before as at this hotel which i thought was a respectful one. But unfortunately when we entered the hotel after 2 hours flight and 7 hours drive from Antalya, we were faced by a group of disrespectful, unprofessional , RACIST, and having the worst manners a customer service provider can have AKA the reception staff.
We already booked and had a confirmation fully paid as per the attached but their system showed no reservation and no payment inspite of the fact that we've asked them to provide us with a room where we will pay until the problem is solved with our booking agent. Their answer was: we cannot help you, the only thing you can do is have a seat and coordinate with your booking agent to help you. All this was in the worst most rude and racist way anyone can imagine especially after seeing our lebanese passports. Noting that we were informed later by our agent that there were plenty of vacant rooms and they were informed that we are honeymooners and ready to pay in cash until the problem is solved.
We had to spend so many hours looking for another hotel especially that it's now a high season and very hard to find any room in Marmaris.

Responding to your reply, please note that we're not talking about the hotel rather than the unprofessional and down graded reception team that you have. We thought that at least you will take an action just to apologise for the bad attitude that we faced from your receptionist but all you did was blaming the agent and blaming us which is a total customer service failure from a 5 stars hotel and you did nothing to try to solve the problem you didn't even offer a glass of water knowing that we were driving 7 hours to arrive to your (respectful hotel). This is not how you treat a guest from a very simple customer service code and point of view. Anyway thank you and "you" have a good day and lets cut it short here.

Totally unprofessional and disrespectful staff. We had a problem with our booking as per their system, knowing that we have booked through our provider. Instead of acting professionally and as a 5 Stars hotel as they call themselves, the reception staff were very rude, racist, and showed no respect, eventhough we've drove 7 hours to reach their hotel. Even the one at the reception refused to provide us with a room to rest until the problem was solved, where we offered to pay for this room. The answer was always "we can't do anything to you".
Literally speaking, our honeymoon was ruined eventhough we've informed them that we are honeymooners....

My experience here on the big picture is a good hotel with a nice pier, beach and swimming pool. It is in a very nice city with a great location on the boulevard. At the evening they host shows and there are always nice cocktails and drinks you can get.
Only if it comes to the room. There is a nice lady from room service wich does it very good. But when it came to the wifi it said you had to put in room number but that didnt work so we went to the reception and they put the code in that lets every1 use it because you cant get in without it, wich should be fixed.
After that the airconditioning in the room needs to have a guidlines wich it does not have because we at start didnt know how it works and it turns out you need to close the outside door and put you room pass in the card holder. Wich we didnt know at first so getting the air conditioning to work is very inconvinient.
After that we had a problem with the wall outlet wich you charge your phone with. There are 3 main charger holes 2 besides the beds and 1 at the oppsite side of the room.
In the room there is a light system wich turns on 4 different lamps in the room. You can only turn this off and on at the entrance of ur room. And if you have ur lights on your wall outlets work perfectly. But if you go asleep and turn off your light the wall outlets also stop working. Wich if there is a wall outlet why not make it work all the time. This means that if you want to go asleep you need to charge ur device at the opposite side of the room and can not check what time it is if you wake up in the middle of the night or in the morning.
It would not be a big problem if we knew about it but we didnt knew about it so if you just make a instruction and leave that in the room the guests know about it snd it wont be the worst thing.
But since i paid alot of money on my vacation here i really expected everything to be on point but sadly that is not the case.

had gone on holiday with my family and it was a bit of a mess. The hotel balcony door was not shutting and had looked like it had been pryed open because it had a gap in the top of the door. The family rooms was 1 double bed. With 2 small singles that could probably only fit a matchstick. The food was the same every time except from traditional nights and the pools was too small. Half the time the back pool was closed or shut off. Outside are balcony was a tree with a cat in it.
It was meowing all night and every night and when we told the staff, they did not do a single thing about it . We had to clean our own dining table very night because the staff did not clean the dining tables. The manager was very rude and grumpy and only was nice to the vips . I took my kids to the activities tent outside the hotel near the beach, me and the wife went to get drinks, the kids told the man that they wanted kanoes but when they paid the man took them to his children working there and gave my children a little pedalo because his children wanted to play on them . We also couldn't get sun beds even if it was early morning. So we had to get up very early about 5 and wait. The only good thing about the holiday was jet skiing but not from there activitie tent throughout the holiday we had been eating at the restaurant/ hotel called marmaris beach there food was amazing and they had a variety of options