Club Privé By Rixos Belek 5 stars

Dear Mr. L., Thank you very much for taking the time to share your valuable feedback. We are delighted to hear that you had such a positive experience and felt well taken care of by our team. Your kind words about our staff, especially Hassan, Miriem, and the entire WhatsApp team, are truly appreciated and will be shared with them. We hope to have the pleasure of welcoming you and your family back again in the near future. Kind regards, Club Prive By Rixos Belek Team

Dear Mr. Vito B. and Family, First and foremost, we would like to sincerely thank you for choosing Rixos Club Privé once again, and for your kind and heartfelt compliments regarding Mr. Hasan and Ms. Filiz. Please rest assured that we will share your words of appreciation with them. At the same time, we would like to express our deepest regret for the unfortunate incident that occurred on the last day of your stay. We sincerely apologize for the distress and loss of trust this may have caused you and your family. Our guests’ sense of security is fundamental to the experience we strive to deliver, and it saddens us greatly that this was compromised. Following your report of the missing money at around 11:30 PM, our night operations manager and your personal butler immediately came to your villa, involved our security team, and treated the matter with the utmost seriousness. Upon your request, the police were called and arrived shortly thereafter to initiate official proceedings. As per legal requirements, a handwritten statement from you was necessary for the case to proceed. Around 12:15 AM, our operations manager had to leave the hotel due to an emergency involving the night shift staff transport vehicle. However, during this time, our security personnel and night team remained by your side to offer continued support. Once the police complete the official report and fingerprint analysis and forward it to us, we will promptly share the findings with you. We fully understand how important this process is for you. As a gesture of goodwill and in an attempt to provide at least some measure of satisfaction, we have covered your extra expenses totaling €825. We are fully aware that this gesture cannot undo the incident, but our intention was to show you that we truly value you. It deeply saddens us that your trust has been shaken. Please know that guest safety and satisfaction are always our top priorities. This incident has been equally distressing for our team, and we are committed to taking all necessary precautions to prevent such occurrences in the future. We sincerely hope you will give us the opportunity to regain your trust. Until then, we thank you once again for the wonderful memories we have shared and wish you and your family health and peace. Sincerely, Hotel management

Dear Jan N. G., Thank you for taking the time to share such detailed and thoughtful feedback following your recent stay with us. First and foremost, we truly appreciate your continued loyalty as a returning guest — it means a great deal to us. We’re delighted to know that some aspects of your stay were memorable and enjoyable, and that our assistant Hasan left a positive impression with his attentive and supportive approach. At the same time, we are genuinely sorry to hear that certain elements of your experience did not meet the high standards you rightfully expect from Club Privé by Rixos. We deeply regret that the quality of service appeared to fall short in comparison to your previous visits, and that the booking process felt impersonal rather than personalized and warm — particularly given the level of your reservation. Your comments regarding inconsistent service, language barriers, and perceived preferential treatment are especially concerning, and we assure you that they have been taken very seriously. We are already addressing these matters internally to ensure a more consistent and inclusive guest experience across all areas of our service. We also sincerely apologize for the issues related to the removal of items from your villa without consultation, as well as the mishandling of amenities like the welcome pack and flower arrangement. These details should never be overlooked, and we appreciate you bringing them to our attention so we can take corrective action. Please know that your feedback is invaluable in helping us improve. We genuinely hope this was an isolated experience and not a reflection of our usual standards. It is always our goal to provide warm, attentive, and tailored hospitality to every guest. We would love the opportunity to welcome you back and restore your full confidence in our services. Warm regards, Hotel Managament

Уважаемая Ксения, Благодарим вас за то, что уже на протяжении 10 лет выбираете нас и делитесь своими впечатлениями. Нам искренне приятно, что вы остаётесь с нами столько лет и отмечаете позитивные стороны вашего отдыха. Спасибо также за ваши замечания — они очень важны для нас. Мы обязательно обратим внимание на состояние мебели в ресторане. Что касается изменений в интерьере, мы стремились сделать его более современным, но учтём ваши пожелания и подумаем, как можно совместить обновлённый стиль с уютной атмосферой, к которой вы привыкли. Нам очень важна ваша обратная связь — именно благодаря таким отзывам мы можем становиться лучше. Будем рады видеть вас снова и надеемся, что будущие визиты оставят у вас только приятные впечатления! С уважением, Администрация Отеля