Sueno Hotels Deluxe Belek

I visit this hotel each year with a group of 16 ladies on a golf holiday, and have always had a positive experience until this trip. On arrival I went to guest services to arrange a table for each evening in the Buffett for our group to sit together ( which has never been an issue for the last 7 years) I was informed by the staff member this was not an option as is something they don’t do, I mentioned it has always be done on all our previous trips, she still said no, stating the hotel is very busy, again I mentioned it was always busy but never a problem, she mad a call and said ok you can only have a table together for one night, I said but it’s needed every night, her response was do you want it or not, I was annoyed by her attitude, I said of course I want it, could I have it for 7.30pm, she said no 7pm only. I said since when has the buffet had times to eat. Again each previous year we have been allowed to have a table and go at a time we wanted. I had to explain this to the group, who like me could not understand why. when we arrived for dinner that evening at 7pm the whole restaurant we was completely empty, no rush for staff and mad no sense that we had been made to go at that time, at 7.30 the time we wanted to arrive it was still quiet and that mad me more upset as they was clearly no reason for this stipulation to of been made for our group, and also only for one night. The air con in our room did not work each time we mentioned it someone would come and do some work and say it was fixed but it still did not work, after 3 attempts by staff and now 10.30 in the evening I asked if we could move room but was told this was not possible, again they sent another person to the room, by this time I was tired and just wanted to sleep as we had been travelling since early morning. While waiting for the engineer I went to get something from the safe but it would not open, when the engineer came I asked him if he could open it , he said no but called for someone else to come, he tried for a few mins but the safe would not open, he said it was technical and someone would come at 8am we wanted until 9am but no one came so went to breakfast, after breakfast we went to reception to ask again for someone to open the safe, a porter came straight up with us, as we approached the room there was a cleaner outside our room, as we got nearer another cleaner can out shut the dog and quickly walked away, after opening the door the porter went to the safe with me but the safe was wide open, he looked confused as to say why have you asked me to open the safe when it’s already open, me and my room mate both said together the safe was not open when we left the room, anyway the porter left, I went to the safe and straight away noticed lose coins in the safe. ( I had collected €uros from each of our group as we arrived to pay for tips and speciality resultants , this was all put in an envelope which included coins ) Seeing the lose coins made me check the envelope and after counting the money I realised €85 had been take, my friend then checked her purse and €95 had been taken from her money. We also noticed the room had not been cleaned ( so unsure why a cleaner was in there with one waiting outside) We went straight to reception and told them what had happened. They said they would get back to us, we went back to our room and 5 mins later a gentleman came to scan the door so he could tell who had entered the room as it’s recorded who opened it. We then was asked to come to guest services and saw another gentleman who said he was going to carry out a check who entered the room and get back to us. We had to leave the hotel at that point as we had golf booked. While on the course I had a call from the hotel to say they had finished there investigation and to go to see the assistant manager when I returned. When we got back we headed to guest services to see the manager. He explained the following: A technical engineer had entered the room and opened it, then left the room with the safe open. A cleaner entered the room and saw the safe open so left straight away. He said the engineer had been told off. Then said as a sorry you and your friend can have a free Al acarte meal which equates to €20 I said it’s not good enough no one should have ever opened the safe without one of the guests being there, I also asked why the cleaners quickly left when they saw us arrive. He said if I wanted I could call the police, I said surely the hotel should be acting He said it’s not there problem. Also to add to our annoyance our room had been fully cleaned while we was on the golf course so if I did call the police any finger prints etc would have been cleaned. I was left so upset by this whole situation and felt the management just wiped it under the carpet. Our group of 16 ladies have been coming to this hotel for over 7 years but never again.

I booked this hotel expecting a relaxing break, but sadly it was one of the most disappointing experiences I’ve ever had. From the moment we arrived, the service was chaotic. We were repeatedly messed around with our rooms, left waiting for long periods, and moved between unsuitable alternatives without any genuine apology. When we finally settled into a room, we were shocked to find visible mould on the walls and in the bathroom — something that should never happen in a hotel of this standard. Unfortunately, the staff only made things worse. The customer relations desk was consistently rude and dismissive, offering little help and treating us as if we were a nuisance rather than paying guests. Matters were made even worse when we discovered extra charges on our room service bill that we had not agreed to, which required yet another uncomfortable dispute at the desk. Overall, this hotel failed in every way: poor organization, unacceptable cleanliness, unprofessional staff, and dishonest billing. I would strongly advise future travellers to look elsewhere — there are many hotels that genuinely understand hospitality, but this is not one of them.

Paid each day for our buggy’s they tried to say we were lying and didn’t pay for one we have been coming to belek for ten years this hotel several times been at reception for one hour trying to sort it out there not considering that it might be there fault