ubject: Feedback on our recent stay – Facilities and service standards Thank you for inviting us to share our feedback following our recent stay. While we appreciated the hotel’s facilities, infrastructure and family-friendly environment, we were disappointed by several aspects of the service, which, in our opinion, fall considerably short of the standards expected from a luxury resort. 1. Communication and staff training Given the hotel’s international clientele, we were surprised by the limited English proficiency of many staff members. In several instances, even relatively straightforward requests, such as arranging transportation or discussing food orders, proved unnecessarily complicated. Communication in Russian with some staff members was not always effective either. Although language barriers may be a minor inconvenience under normal circumstances, they become a significant problem when guests require urgent assistance. 2. Assistance during our child’s illness Our 2.5-year-old son became seriously unwell during our stay and eventually required hospital treatment. We had specifically contacted our assigned guest relations manager to arrange a taxi with a child seat for our hospital visit, and he confirmed that this would be organised. However, when we arrived at the agreed time, no vehicle was waiting. The reception staff seemed unaware of the arrangement and were unable to offer any practical alternative. As we needed to reach the hospital urgently, we ultimately had to take an ordinary taxi without a child seat, carrying our son on our laps. This was precisely the situation we had tried to avoid by requesting assistance in advance. We found the lack of coordination and initiative particularly disappointing. 3. Airport transfer arrangements We booked an airport transfer through the hotel for €130, compared with approximately €50 for a regular taxi. Despite the premium price, there was no meet-and-greet service at arrivals. Instead, we were directed by a representative who spoke no English to a distant section of the airport parking area. This required us to cross a substantial part of the airport in 30°C heat, with two large suitcases, a stroller, several bags and a tired toddler, while I was six months pregnant. Upon reaching the designated meeting point, nobody was there. My husband had to contact the organiser by video call to locate him, and we subsequently waited another 15 minutes for the vehicle to arrive. We would strongly recommend reviewing the quality and reliability of the external transfer providers with whom the hotel collaborates. At €130, guests should reasonably expect a significantly more convenient and professional service. 4. On-site medical assistance We were also disappointed by the medical services available through the hotel. A consultation with the hotel doctor costs €170, must be paid for in advance and generally involves a waiting time of approximately two hours. When our son initially became ill, we chose to consult the hotel doctor, assuming that a physician serving a large family resort would be well equipped to assess common childhood illnesses. Unfortunately, the consultation lasted approximately ten minutes and provided little beyond a recommendation to administer paracetamol, which we had already done. The doctor also had no basic paediatric medications or supplies available, including fever medication, oral rehydration salts or saline solution. We were simply directed to a pharmacy. As residents of Switzerland, where medical care is already extremely expensive, we found the €170 fee difficult to justify in view of the limited service provided. When our son’s condition worsened two days later, we contacted the hotel again and were encouraged to consult the hotel doctor before proceeding to hospital. Given our previous experience and the seriousness of the situation, this recommendation was not reassuring and left us with the uncomfortable impression that another paid consultation was being encouraged unnecessarily. We would suggest that the hotel review both the organisation of its medical assistance and the information provided to families about the limitations of the service. 5. Payment procedures and communication Finally, we found the payment arrangements somewhat unusual. At check-in, the receptionist vaguely mentioned that we had a payment to make. Since a deposit had already been paid, we initially assumed this related to its adjustment or release. Instead, we were asked to settle the entire remaining cost of our stay immediately upon arrival. While we appreciate that hotels may have different payment policies, these should be communicated clearly in advance and explained professionally at reception. Conclusion We recognise that the hotel has invested considerably in its facilities and infrastructure, and there are certainly many positive aspects to the property. However, our experience highlighted a substantial gap between the physical standards of the resort and the quality of its guest services. In our view, the real measure of a luxury hotel’s service is not simply how well it operates when everything goes according to plan, but how effectively it responds when guests encounter difficulties. Unfortunately, when we genuinely needed assistance, we found the staff insufficiently prepared, poorly coordinated and unable to provide the level of support we reasonably expected. We hope this feedback will be taken seriously and used to improve staff training, communication, coordination with external providers and most importantly, the handling of situations involving guests’ health and safety.

I have been in Rixos hotels before, and always liked their customer-centric service. However, this time Check in and first 2 days experience was not pleasant. I did not feel the same care and service during first few days, then after raising my concerns, Mr Hamza did a miracle. He managed to bring that good experience I had with other Rixos hotels back.

Quick check in, rooms likely, housekeeping spot on. Food amazing, drink flowing. Only thing that let the hotel down was the booking of the restaurant, app didn't work all the time but our assistant helped

We had a great time at rixos premium belek. The staff were exceptional and always were keen to help with requests. Mediya was great from the start and was able to offer us upgrades suited to our young family. She helped make all the restaurant bookings and so many other things during our trip. Jazzy was great at the Greek restaurant and the entertainment there was amazing! Our kids had such an amazing time at the kids club. All the staff at the kids club were wonderful. We were able to stay in there with both our children and enjoy everything.

⭐️⭐️⭐️⭐️⭐️ An absolutely unforgettable family holiday at Club Privé by Rixos Premium Belek! 🌴✨ We have just returned from the most amazing family holiday at Club Privé by Rixos Premium Belek, and honestly, we couldn’t have asked for a better experience. From the moment we arrived until the day we left, everything was absolutely exceptional. It was the perfect place to spend quality time together as a family, make special memories, and enjoy a little bit of luxury. 🏡 The Villa Our villa was absolutely beautiful! It was luxurious, spacious, immaculate and everything we could have wished for. It provided the perfect setting for our family holiday, with every detail making our stay feel extra special. We loved having our own beautiful space to relax, unwind and enjoy our time together. ❤️ Our Butlers – Mariem & Emrah We honestly cannot praise our butlers, Mariem and Emrah, enough. They were without a doubt one of the biggest highlights of our holiday and deserve the biggest recognition for the incredible service they provided. From the very beginning, they were so welcoming, friendly, attentive and genuinely caring. Nothing was ever too much trouble for either of them, and no request was ever made to feel like an inconvenience. They went above and beyond every single day to make sure we were happy, comfortable and had absolutely everything we needed. Their attention to detail was second to none. They were always one step ahead, checking in on us, making sure everything was perfect and doing everything they could to make our holiday as special as possible. Whenever we needed anything, they were there, always with a smile, a positive attitude and a willingness to help. What made them so special was that their service felt so personal and genuine. They didn’t just make us feel like guests; they made us feel truly looked after and valued. They brought so much warmth to our holiday, and their kindness and dedication made such a difference to our overall experience. It’s one thing to receive excellent service, but it’s another to meet people who genuinely care about making your holiday unforgettable. Mariem and Emrah did exactly that. They are a real credit to Club Privé by Rixos Premium Belek, and we sincerely hope their hard work and dedication are recognised because they deserve every bit of praise. We will genuinely remember them when we look back on our holiday, and if we return, having Mariem and Emrah as our butlers again would make our stay even more special. Thank you both for everything you did for our family. You helped make this holiday truly unforgettable! ❤️ 🍽️ The Food The food throughout our stay was gorgeous! Every meal was delicious, with so much choice and something for everyone to enjoy. The quality was excellent, and we were impressed by how consistently lovely everything was. Food is such a big part of a family holiday, and we certainly weren’t disappointed! 🎶 Entertainment & Atmosphere The entertainment was also really good and added so much to the atmosphere throughout our stay. A particular highlight for us was the saxophone player and the grand piano player. Both created such a beautiful, elegant atmosphere and made the experience feel even more luxurious and special. Those little touches really do make a difference and helped make our evenings memorable. ✨ Overall Experience Overall, we had an absolutely amazing family holiday. The beautiful villa, delicious food, lovely entertainment and, most importantly, the outstanding service from Mariem and Emrah made this holiday everything we hoped it would be and more. Club Privé by Rixos Premium Belek truly delivered a luxury experience, and we came away with some beautiful memories as a family. We couldn’t fault our stay and would happily recommend it to anyone looking for a special, luxurious family holiday. A huge thank you to the entire team, but especially to Mariem and Emrah, for helping make our time so incredible. You both went above and beyond, and we are so grateful for everything you did for us. Five stars from our family! ⭐️⭐️⭐️⭐️⭐️ We have made memories we will treasure forever, and we would absolutely love to return! ❤️🌴

We came on a family trip to celebrate a birthday after having visited this hotel in 2022. In 2022, this our experience was amazing at this hotel. However, this trip was hugely disappointing for us and we saw a real decline in the standards at this hotel. The hotel was run down and the service was not up to the standards of a five star hotel. Some of the staff were quite rude and lazy and most of them didn't speak English so there was problems with the communication. The staff at the Godiva bar were particularly rude, and one of them bumped into me and said "Oi" to me. The room service was slow - for example we had to wait 7 hours for more toilet roll and soap and had to chase multiple times. My sister also fell ill during the stay with a stomach bug, which may have been caught from the hotel.

Amazing hotel, great staff, variety of food, clean and friendly

It was our third Time in this Hotel and we will Always choose it again

Everyone made us both welcome, and couldn’t do enough for us.

We stayed at the rixos premium belek hotel this last 10 days and the service was brilliant from start to finish. We went as a family of 8 across 3 rooms and everything was brilliant. Firstly, the two guest service reps (Emine and Mediya) who was contactable via WhatsApp day and night from the minute we got there were so helpful so thank you to them, answering our every question and sending us daily programmes with entertainment, food and bar times, activities and details of everything within the hotel. The food selection was perfect, the times of the food was around the clock so you always had somewhere to eat regardless of early mornings or late nights, entertainment programme had so much going on for all mixed ages. We had a really enjoyable stay, Belek city centre was only like 10 mins in a taxi away, better to go on days or market as maybe cheaper. Labs of legends comes included in your stay with a free shuttle and there are 3 restaurants you can eat at while there as long as reservation made. You never fight for sunbeds. Staff were very helpful with the service. Cleaners attended your room every day without fail and along with drinks and snacks in your room topped up daily. Holiday eating overall 10/10 definitely recommend. The only downfall of the holiday was the guests were very rude and have no manners but that is out of the hotels control.

We had another fantastic stay at the Rixos Premium Belek. We were very impressed with the service in the restaurants and around the main pool. We would like to call out in particular the standard of service and food at Peoples and Piazzetta. The whole resort including our room was kept immaculately clean.

Just returned from 11 nights at the Rixos. It was a beautiful stay with my partner and my 3 year old son. The hotel is gorgeous, clean spacious, the staff are so friendly and attentive, especially to my son, it was like, make my son happy and we are happy and they always said hello, fist bumps, the chikkas blowing kisses to him, always smiling. It was wonderful. We spent most of our time by the pool and had a server Bilal pretty much all week, he was kind friendly funny, played games with my son, but us shots, was very very excellent. We ate in all the restaurants as part of it and found the Asian to be the best. In terms of food especially the sza sza salad and the server Jana was lovely. We are already look at booking next year again. Thankyou Rixos.

We’ve had the most amazing stay at Rixos Premium Belek, and honestly, it has exceeded all of our expectations. Everything has been fantastic, from the exceptional service and cleanliness of the hotel to the incredible variety and quality of the food. The kids’ club has been brilliant, with so many activities for our little one, which has made our holiday even more enjoyable as a family. A special mention to our wonderful hotel assistants, who have been absolutely fantastic throughout our stay and have made us feel so well looked after. We’ve genuinely had such a wonderful experience and will, without a doubt, be back at Rixos Premium Belek next year. Thank you for making our holiday so memorable! ❤️

What an amazing 9 days at the Rixos. We were thoroughly spoilt and very well looked after by all the staff. Our room was extremely clean and tidy every day and the view wonderful. Food amazing and à la carte restaurants fantastic. We couldn't ask for a better holiday.

Really enjoyed the stay and would definitely be recommending to family and friends to stay at this hotel.

This was by far the best hotel we have stayed in. The staff are great amd so dedicated to their jobs. The hotel was lovely and clean. Always lots of beds available around the pool at all times. Everything We asked the hotel was more than happy to help out. We will definitely be making this a hotel to come back to in the future

Really enjoyed our stay. The food was very good especially in the à la carte restaurants. Staff on the whole were very friendly and helpful. The grounds are beautiful and swimming pools excellent. I do feel that the rooms are in need of an upgrade considering the cost of staying here. The entertainment in the Beach Bar in the evening was mixed in my opinion. Party nights were good but a few of the bands not so much. Thank you

We have spent a week at Rixos and it was incredible, literally every thing you could possibly ask for and more! Every single staff member was amazing with our little girl, always making an effort to speak to her every single time they saw her. We cannot wait to return!

Wonderful holiday, but what made it exceptional was all the staff. So helpful and friendly. They could not do enough for us and nothing was ever too much trouble. The hotel was extremely clean, and the room was very comfortable . Although the hotel was full it never seemed busy and manic like many other hotels we have been to. There was always a quiet place to sit and enjoy the scenery. The food was very good. Excellent all round and we will return.