Kaya Palazzo Golf Resort

We stayed in a Luxury Lagoon Suite for a week in late October as a family. We paid about £1,000 more than a standard room. The suite itself justified some of that. Very little else did. THE SUITE Genuinely lovely. Two rooms, a four-poster bed, a terrace onto the lagoon pool and fruit and sweet platters on arrival. No turndown service, which surprised us at this price. The problem was the bathroom. From our first evening there was a sewage smell from the drain. Staff poured bleach down it on day one and sprayed air freshener later in the week. Both masked the smell for a few hours. Neither fixed it. We reported it almost daily. THE "PREMIUM" PERKS The lagoon pool is reserved for lagoon suites, but it is unheated. In late October that meant we couldn't use it. The heated pools were packed with children all day. The indoor pool was the one quiet option. Premium sunbeds on the beach cost €50 per person per day, and that includes lagoon suite guests. Cabanas cost €500. As a result most of them sat empty all week, while the free loungers were covered in towels by early morning and left unused for hours. Nobody enforces a towel policy. After several complaints we were given complimentary sunbeds for one day. When we asked about the remaining days, nobody replied. Lagoon guests can use the Palazzo Lounge restaurant for free. The food there was the best of our stay. The service was very slow. FOOD The buffet is huge, but so are the crowds, and finding a free table at peak times was hard. The patisserie is excellent. The à la carte restaurants are not included in the all-inclusive: €40 to €50 per person for sushi, fish, Italian or steak. Room service costs extra too. At Ikos, where we have stayed several times, both are included. Our à la carte reservation was lost by the hotel. We found out 30 minutes before dinner. There was no apology and no alternative was offered. SERVICE This was the biggest disappointment. Expect to wait to order, wait again for food and drinks, and repeat every request on WhatsApp several times. Many staff struggle with English. The 24-hour WhatsApp line says yes to everything and follows up on very little. When I asked the front desk about booking an Uber, staff insisted I take the hotel's cash-only car. I explained I had no cash with me. They turned away and served other guests while I was still standing there. When we tried to escalate to the General Manager, Guest Relations could not give us his email address. THE RESORT The lobby and main areas are impressive. Walk a few minutes beyond them and parts feel neglected: dim corridors, a games hall that looks forgotten, plastic flowers and frayed pool towels. The map lists an "aquapark". It is a set of water slides. The evening shows were fine, but not at Rixos level. HOW THEY HANDLED IT On day five, after almost daily complaints, we sent a formal written complaint and asked Guest Relations to pass it to the General Manager. We never got a reply, and they never confirmed whether he received it. A room change was eventually offered, but it was presented as a favour rather than an apology for five days of sewage smell. We were then told to meet the staff member at the new room ourselves, in a resort this size, rather than being collected or met in the lobby. In 20 years of travelling I have never been moved rooms that way. With three nights left, it wasn't worth the disruption. Nobody from management contacted us at any point during our stay. TIPS IF YOU BOOK - Ask in writing what the lagoon suite upgrade includes. Sunbeds, à la carte and room service were all extra for us. - If you're travelling outside summer, ask whether the lagoon pool is heated. - Check your bathroom for smells on arrival and ask for a different room immediately if there's a problem. - Book à la carte early and confirm the reservation on the day. - Bring cash for taxis, or order an Uber from the main gate. VERDICT The room is a 4. The resort around it is a 2. If you want a beautiful room and plan to spend most of your time in it, it may suit you. If you're paying for a premium experience, look elsewhere.

We stayed at Kaya Palazzo to celebrate a very special wedding anniversary, and I honestly can't say enough good things about this incredible resort. From the moment we arrived, we were made to feel so welcome and looked after. The whole experience was pure luxury, and nothing was ever too much trouble. A huge thank you to Taha, Bayram and Ceylin from Guest Services, who were absolutely phenomenal. They went above and beyond to make sure every part of our stay was perfect and made our anniversary feel even more special. Nothing was too much of an ask What makes this place so incredible is that everything is catered for, whether you're going as a couple or with children. They really have thought of everything. We had the most wonderful time and couldn't recommend Kaya Palazzo enough. Thank you for making our anniversary so memorable. We can't wait to come back! Just a small point to note is that only one pool is heated. In October the other pools are cold, but thre sea is warm.

My wife and I stayed in the Lagoon Suite for a week. The hotel, staff and facilities are exceptional. Everyone was friendly and very helpful. The lagoon suite was modern and spacious, with access to a swim up pool and exclusive restaurant. The resort is all inclusive and there is so much to choose from in terms of cuisine and drinks. 5 stars all round!

⭐️⭐️⭐️⭐️⭐️ Had a wonderful experience at Kia Palazzo in Natalya! Special thanks to Rio and Emilija, who are truly top staff members. Their professionalism, friendliness, and outstanding service made the whole experience excellent. They deserve recognition for their dedication and customer care. Highly recommend!

Beautiful hotel and staff all lovely. However a few things that need to be addressed for a true 5 star facility. 1. The amount of towels on the sun loungers at 7am in the morning and then not occupied till 11am or later is unfair on guest who actually are down at pool ready to start there day. 2. Same food everyday in main restaurant- no variation at all. 3. All inclusive hotel is not actually true- if you wish to dine in the four other onsite restaurants then you have to pay a fee of 40-50 euros per person 4. Bar area inside is too small for the amount of guests and as during our week we had bad weather it was too cold to sit outside 5. In room TV service, no English channels