The Lumos Deluxe Resort Hotel & Spa

Our family of 6 stayed here for 10 days. I could go on and on about the things that disappointed us but I’m just going to give you the highlights… We all read these comments and think “there’s always one who complains, it’ll be ok” Take my word for it, this hotel is diabolical and 3* at the most… - The children’s pool area is dangerously slippery. All pools are slippery but the aqua park is lethal. My husband slipped and broke his foot, as did 3 other guests and a little girl fell into a broken grate and it took the skin off her foot and she had to be hospitalized. That was within 4 days. Hotel staff weren’t interested and just said “pools are slippery” They sent my husband to a hospital they work alongside which cost us a small fortune - our travel insurance wouldn’t pay out as it was the hotels decision to send us to a private not public hospital. - Not once was the food above tepid. Since we can home, all 6 of us have been ill and we’ve been told it’s food poisoning. I’m not at all surprised even though we only had salad & bread. We tried the meat dishes on the first few days but the chicken had knuckles & was slimy. God only knows where they got the beef from but it was full of gristle. - Drinks were fine with everything included. - Some staff are lovely, others blatantly rude. - In the time we were there, the cleaners only changed our bedding. The floors & bathroom were never touched. - The hotel was full of German & Russians. It was carnage trying to do anything as you were barged out the way, pushed out of lifts & nobody lined up for food. With kids running around screaming, putting their fingers in the food containers, taking bites out of bread and putting it back into the basket. It was absolute chaos. - The beach was beautiful with plenty of beds and a bar. - The hotel itself is out of this world and the decor superb. Public areas were kept extremely clean. The food, rude staff, food poisoning & lack of staff in any bar areas left us knowing we’d never go back again. Such a shame but this hotel has a long long long way to go for it ever to be a 5* hotel. All that shines isn’t gold. I know someone will reply to this message telling me how sorry they are that we were disappointed and should have reported it… we did and nothing was done. Last but not least, we have been intouch with a specialist solicitor who deals with Turkish hotel’s & problems there. We are seeking compensation for my husbands broken foot & food poisoning. This isn’t over…

We come from Russia. It was amazing holiday for us. Foods, cleaning and personal was so kind. Specially from Guest Relations Mr. Sukru is so kind. thank a lot for him. See you next year.

The hotel is absolutely stunning. It is so well looked after by the staff and the room was lovely and well kept, air conditioning is in the rooms and very easy to operate! The food was just delicious, every day breakfast, lunch and dinner was just an absolute treat with diet friendly options too!! The gym is well equipped with treadmills, bikes, smith machine, free weights and more machines. My favourite personally was the animators and activities, special shout to Harun, Seda, Yazmin and Ferdi who were absolutely lovely and always energetic and happy. We also went to clubs with the animators and they looked after us so well, they made sure our belongings were safe and made sure no creeps were interrupting our dancing!! There are many activities for the kids too <3 Thank you for our lovely holiday, we will never forget it <3 - Amber

Disappointing Stay – Far From the 5-Star Experience We Expected We stayed at the Lumos Deluxe Hotel as a family of five (two adults and three children) and paid around £300 per night. Unfortunately, despite a few positives, our overall experience fell well below what we expect from a hotel advertising itself as 5-star. Arrival & Food Our arrival was straightforward, but the first impression wasn’t great. The late-night buffet was disappointing, with very little choice and hardly anything suitable for children. The juice machine wasn’t working, and communication was difficult as many staff members spoke very little English. Throughout our stay, the food service was inconsistent. On one evening, chips had completely run out within around 20 minutes of dinner starting. Room We stayed in Room 1601. The Wi-Fi in our room was extremely poor. We reported it on our second day, but nothing was done. The air conditioning system is frustrating. It only works properly if every balcony door is shut and the room card is left in the slot. If you leave the room with your key, you come back to an uncomfortably hot room. One day we left our card in the slot so the room would stay cool, but housekeeping removed it, meaning we had to collect it from reception. The “Do Not Disturb” button beside the room door is also poorly designed. It’s very easy for children to press accidentally, which resulted in our room being missed by housekeeping. A traditional hanging door sign would work much better. Although we booked for two adults and three children and provided all of the children’s ages when booking, the second bedroom was incredibly small, with two single beds and what felt like a makeshift bed on the floor. It certainly wasn’t a comfortable family room for five people. The room only had one bedside table, leaving my husband with nowhere to keep his belongings overnight. There was no iron in the room, so we had to request one from reception. The hairdryer gave off a noticeable burning smell whenever it was used, which was concerning. The bathroom shaver/electric toothbrush socket wasn’t compatible with our UK electric toothbrush charger, making it unusable during our stay. The bathroom amenities were disappointing. There was no body lotion, and the shampoo and shower gel were combined into one product, which isn’t what I’d expect from a hotel marketed as 5-star. Children’s Facilities The ice cream stand was one of the biggest disappointments for our children. It was closed on two of our first three days, and on another day it still hadn’t opened despite being advertised to open at 11:00am. When I asked staff, I was first told 12:30pm, then 1:00pm, then 2:00pm. It eventually opened at around 2:30pm, and only after I went back to complain. During this time, staff suggested we help ourselves to the pre-packaged ice creams from the freezer instead. These were nowhere near the same as the fresh ice cream advertised at the stand. For families, these facilities are part of what you’re paying for, so it was disappointing that they weren’t available as advertised. The football pitch was another frustration. My younger boys wanted to play football in the evenings, but the floodlights were almost always switched off. They were on only once during our stay. I walked around trying to find someone who could help but couldn’t find anyone responsible. The staff at the popcorn stand couldn’t speak English, and the person at the photo booth simply said it wasn’t his responsibility. For a family hotel, this was disappointing. World Cup Viewing With the World Cup taking place, I expected a decent viewing area. Instead, matches were shown in a conference room with poor visibility. We ended up watching BBC iPlayer on an iPad in the lobby because it provided a better experience than the hotel’s own setup. Lifts There are only four lifts serving seven floors and hundreds of guests. At busy times, the queues were extremely long and often frustrating. Pool Area The pool area toilets were consistently filthy throughout our stay and clearly weren’t cleaned often enough. The behaviour of some guests also made the experience less enjoyable, with sunbeds being reserved for hours using towels despite not being occupied. The same happened during meals, where large tables were “reserved” for families that never arrived, while other guests struggled to find somewhere to sit. The hotel needs to enforce its own policies more consistently. Excursion Sold as Family Friendly We also booked the Alanya Beach Party after it was sold to us as a family-friendly evening featuring a Transformers show, a fire show and a foam party. The excursion cost us €50 (€20 per adult and €10 per child over nine). Unfortunately, it turned out to be an adult beach club atmosphere with extremely loud club music, frequent swearing in the songs and very limited seating. The advertised “Transformers show” was simply a brief photo opportunity with Bumblebee and Thanos before the fire show. After the fire show, we decided we couldn’t keep our children there any longer and paid another €20 for a taxi back to the hotel rather than wait until the scheduled return at 11:30pm. In total, we spent €70 on what felt like a completely misrepresented excursion and a wasted evening of our holiday. A Positive I do want to recognise Ismail, one of the lifeguards. He was by far the best member of staff we encountered during our stay. He regularly helped families find available sunbeds and wasn’t afraid to remove towels from beds that had been reserved for long periods against hotel policy. He was friendly, professional and genuinely helpful throughout our holiday. The hotel also kindly acknowledged my son Eesa’s birthday with a fruit basket, which we appreciated. However, it also included a bottle of wine, which wasn’t appropriate for our family and slightly spoiled what was otherwise a thoughtful gesture. Overall This hotel has potential. The building itself is attractive, and there are some hardworking staff members like Ismail who clearly care about guests. However, the overall experience was let down by poor organisation, inconsistent service, maintenance issues, overcrowding, facilities not operating as advertised and a lack of communication when problems were reported. For the price we paid, I simply expected much better. Based on our experience, I wouldn’t consider this a true 5-star hotel, and unfortunately I wouldn’t return or recommend it to families expecting the standard that rating suggests.

Stayed here for 10 nights (2 adults and 4 older teens). The hotel is clean and the rooms were fine, though a little tired. The animation team, reception staff, and housekeeping were all excellent. The on-site restaurants were lovely—make sure to book in advance upon arrival because the slots fill up quickly. The Gypsy Cafe located near the hotel also serves a lovely variety of food and gave us a nice change from the buffet; the owner is very attentive toward tourists. Because the hotel is located far from the airport, it is absolutely worthwhile to pre-book private transport to save time. Good location, lovely beach, and beautiful area. However, we rated our stay down for two major reasons: First, we booked a shopping trip via the hotel guide to what we were advised was a local shopping centre. This was not the case. We were taken to a local shop (similar to a shack) with highly inflated prices, where the shops adjacent to the hotel sell the same items at a lower cost. The owner states prices are fixed but then significantly inflates the agreed price at the time of payment. I do not recommend using the hotel guide for this. Second, and most importantly, I experienced highly inappropriate and degrading behaviour from one of the hotel lifeguards. He made highly suggestive comments, crossed personal boundaries, and asked me to meet him outside of my marriage. This completely ruined the comfort of our stay, as I had to actively spend the rest of our holiday avoiding him. I have since raised a formal complaint regarding this individual through our booking agent. Management needs to ensure that clear boundaries and professional etiquette are strictly enforced with their poolside staff so other female guests do not experience this.