Delphin Imperial

We arrived at Delphin and was immediately looked after and it has not stopped we are very happy with the service Irmak has really looked after us on the skate team Kezia and Aubrey were amazing with us today !!!!! Our Hotel is amazing !!!

I am completely amending my previous review (I will try to put it up again) because, having reflected on what happened, I do not believe it was fair to place all of the blame on the Delphin Imperial for the room problems we experienced. We paid approximately £7,200 for a 10-night All Inclusive Plus family holiday. We had stayed here around eight years ago and had loved it, so we were very much looking forward to returning. When we arrived, our family of four was given a room with one double bed, one single bed and a sofa bed. One of our young children had to sleep on the sofa bed. We had to return to reception on three separate days trying to resolve the issue, and by then the damage to our holiday had already been done. Our children were aware of what was happening and had to listen to us repeatedly discussing the problem. We eventually spoke to the manager, Burken, who was genuinely lovely. We explained everything that had happened and he was understanding and helpful. He kindly arranged a late checkout for us as a gesture of goodwill. Importantly, at that point I had NOT posted a TripAdvisor review. I subsequently posted a review giving the hotel two stars. However, after thinking about what had happened, I began to realise that Jet2 Holidays appeared to have failed to make the room configuration and sleeping arrangements sufficiently clear. I therefore felt that my original review was unfair to the hotel. I was actually preparing a new review and intended to increase the rating to four stars. Then, on the evening before we were due to leave, I received a telephone call from a member of staff named Souda. I was told that if I did not remove my two-star TripAdvisor review, our late checkout would not be allowed. I was genuinely shocked. I explained that I felt this was completely unacceptable and that I felt I was being pressured to remove a negative review. I was told that this had come from management because I had given the hotel two stars. I was then told that it was ultimately my choice whether I removed it, but that the late checkout would not continue if I kept the review. This was particularly disturbing because the late checkout had already been given to us by Burken because of the problems we had experienced with the room. He could not have been giving it to us because of my review — the review did not exist when he offered it. I also explained to Souda that I was already intending to change the review. I had reached the conclusion that the hotel had been unfairly blamed for the room issue and was preparing to increase the rating. Nevertheless, I felt that I was being placed in an unacceptable position: remove the review or potentially lose something that had already been offered to my family. For the sake of my children and to avoid another confrontation on our final night, I reluctantly removed the review. I want other customers to know about this experience. The most disturbing part was not that the hotel disagreed with my review. Businesses are perfectly entitled to disagree with criticism. It was the heavy-handed and coercive way in which I felt the situation was handled. It felt like the hotel was trying to control what I was allowed to say publicly by linking my review to a benefit that had already been granted to us. That is an extremely uncomfortable position for a customer to be placed in. I have never experienced anything quite like it. It left me feeling intimidated, pressured and extremely disappointed. The conduct struck me as completely out of keeping with what I would expect from a professional 5-star hotel. A hotel cannot control what its customers say simply because it dislikes a negative review. If the hotel believes a review is inaccurate, there are proper ways of dealing with it. Explain the position. Respond to the review. Ask the customer to reconsider. Investigate the complaint. What I do not expect is to feel that I have to choose between keeping a previously granted benefit for my family and leaving an honest review. That experience has had a much greater impact on my opinion of the hotel than the original room problem ever did. THE HOTEL ITSELF Putting that issue aside, the Delphin Imperial is a beautiful resort. The grounds, pools, architecture and facilities are impressive. The hotel is generally clean and the staff we dealt with were, for the most part, helpful. Burken in particular was very pleasant and understanding, and I have no criticism of him personally. The hotel is, however, starting to look dated in certain areas. There are no standard British three-pin sockets in the rooms, meaning you need an adaptor. We had to pay a €20 deposit for one, although this was returned. You also cannot simply use an iron in your room and instead have to use the hotel's ironing service. For a family paying approximately £7,200 for a 10-night 5-star All Inclusive Plus holiday, I think these are things that should be made clear. There were no mosquito problems during the daytime, but there were mosquitoes around the pool area at night and members of my family were bitten. The bathroom also has a bidet function incorporated into the toilet rather than a separate bidet. Personally, I did not use it and found this arrangement less hygienic than the facilities you often find in luxury hotels in the UAE. The room-card system, where the card is inserted to activate the electricity and room facilities, did not bother me. I actually prefer this to hotels where you have to use your room card every time you use a lift. THE ROOM ISSUE AND JET2 I also want to be fair to the hotel regarding the original room problem. I now believe that Jet2 Holidays may have been responsible for failing to make the room configuration and sleeping arrangements sufficiently clear when we booked. The hotel should obviously ensure that the information supplied to tour operators is accurate, but our booking was made through Jet2 and we relied upon the information provided by them. Jet2 eventually contacted us around the eighth day of our holiday, by which time the issue had already caused considerable frustration. I have retained photographs/screenshots of the Jet2 advertising and information relating to the holiday, and I have made a separate complaint to Jet2 Holidays. MY OVERALL VIEW Ironically, I was prepared to give this hotel four stars. I had recognised that my original two-star review had been too harsh on the hotel regarding the room issue. I was prepared to correct it and give credit where it was due. Instead, the way the review was handled by management completely changed my opinion. The Delphin Imperial is a beautiful hotel with good facilities and generally helpful staff. But a luxury hotel is judged not only by its swimming pools, restaurants and appearance. It is also judged by how it treats its customers when something goes wrong. For me, the most disappointing part of this holiday was being made to feel that I could not freely express my honest opinion without consequences. I removed my original review for the sake of my family. I am now putting this review up because I believe other customers deserve to know about my experience. You can have a beautiful 5-star resort, but the way a customer is treated when they criticise it matters just as much. For that reason, despite the fact that I believe the hotel itself was unfairly blamed for part of our original complaint, I cannot give the Delphin Imperial the four stars I had intended to give it.

Incredible hotel, best hotel all inclusive we’ve ever stayed at, HUGE site. Food everywhere 24/7, help yourself to drinks in fridges scattered all over site. Fantastic water parks. Staff cannot do enough to help, constantly cleaning, they are a credit to the hotel. Not sure how anyone could give a negative review. Would we stay again? Absolutely, will we return? Absolutely! Thank you Delphin Imperial for an amazing holiday . Tip - head down to pier bar at anytime of day , lovely constant breeze to take the edge off the heat

Phenomenal service, all staff incredible. Location next to strip, room was upgraded for free, incredible room. Good value. Atmosphere friendly and welcoming. Cleanliness unmatched. Noise level was perfectly fine all through the night. Amenities, again, unmatched. Deservedly 5 stars.

Amazing hotel. Came as a family of 4 with a 1 year old and 4 year old and couldn’t fault a thing. Will return to this hotel 100%. Guest Relations Aubrey