Kaya Palazzo Golf Resort

Great place to stay! Ayse and Zeynel bakîşmaz looked after all 8 of us with great service!

Pre booked buggies via our agent only to find there weren’t any, we were asked to comeback to check 15mins before our tee time. When we did, we were told none available, to top it off the staff thought this was hilarious. We had to pay for trolley & by the time we had collected these the starter on our case. In short very very poor service at a not very good course & so slow took 6hrs because the course was so full

I stayed in a Lagoon Suite for my 40th birthday and unfortunately the experience was far more stressful than expected from a property at this price point (~€500+/night). The property itself is beautiful and there are genuine positives: * Heated lagoon pools are excellent in shoulder season * Suites are well laid out with good storage and amenities * Privacy around the lagoon areas is well designed * Some staff were warm and well-intentioned (special mention to Elizaveta from Guest Experience, the bell boys, cleaning ladies, room service delivery attendants and the Surf Street Food team) However, the core issue is inconsistent operations and lack of effective concierge/service execution, particularly in the Lagoon Suites. ⸻ Key issues: Lagoon Suite environment: The area outside my swim-up pool was muddy, while other suites had artificial grass. This inconsistency significantly impacts the experience in shoulder season. Air conditioning: Centrally controlled with no guest control. The room was too hot, and the only solution offered was to open the door—despite insects being an issue. The provided screen does not fully cover the door, so mosquitoes still enter. Thin walls / noise insulation: The walls are extremely thin. I could hear neighbours arguing as if they were in my room. Reception did handle one intervention well, which I appreciated, but this is a structural issue that shouldn’t exist at this price level. “Concierge” / WhatsApp assistant system: This is the biggest gap. The service assistants do not function as a concierge: * They do not resolve issues or take ownership * They provide generic or irrelevant information * Requests are pushed back onto the guest * Communication often lacks basic acknowledgment or apology Example: incorrect information about the market location led to a 10-minute walk to a closed venue, followed by explanation rather than apology. App functionality: The hotel app is largely unusable: * Requests and bookings return errors * Restaurant reservations don’t work * Notifications are excessive and mixed-language (English/Turkish) * Only useful feature was tracking room spend Food quality: Lagoon restaurant food was very low quality (tasted frozen, small portions). Palazzo breakfast had undercooked items (e.g. egg whites not fully cooked). Service execution gaps: * Room service order misunderstanding (poached vs boiled eggs) due to language barrier which was the experience across 99% of the staff * Wi-Fi issue took over an hour to resolve, with staff explaining rather than fixing * Birthday amenities (Prosecco and cake) left in the room all day without coordination, making them unusable Room readiness / operational checks: There were basic items missing on arrival, such as a “Do Not Disturb” sign, which had to be requested via reception. Given that multiple teams service the rooms throughout the day, this is an important basic for guests seeking rest and privacy. Related to this, while the hotel did offer to move me to another room after heat issues, I declined as I had already fully unpacked and moving would have required repacking and relocating everything myself. I appreciated the offer, but this highlights the importance of more thorough pre-assignment checks to ensure rooms meet expected standards before guests arrive. ⸻ Summary This is a beautiful property with strong physical assets, but it does not currently deliver a true 5-star concierge or guest experience. The gap is not effort—it is execution, training, and accountability. Staff are generally well-intentioned, but the service feels checklist-driven rather than thoughtful, with a consistent lack of ownership and problem-solving. With stronger operational discipline and better guest-focused execution, this could be a much stronger offering.

It was a lovely hotel. The staff were very friendly and couldn't do enough for you. We had a swim up room which was fabulous and leaned everyday. A lovely holiday. I would recommend having a indian head massage whilst here. Overall Highly recommend

Amazing stay, everything beautiful, especially love the WhatsApp chat to support with anything you need. Such good service especially the man who served you your drinks on rollerblades! Definitely will be returning back! Thank you