We raised a formal complaint regarding our holiday booked through Love Holidays at the Hawaii Suite Beach Hotel in Turkey. While we understood this was a 3-star hotel, our experience fell far below acceptable standards, especially considering it was an all-inclusive package.Our airport transfer on arrival was excellent, the driver was polite, and we were provided with chilled water. However, upon reaching the hotel, we were told there was no record of our booking. As it was very late, the hotel offered us a room for the night, but it was of poor quality and well below expectations.The following morning, the breakfast selection was extremely limited and unappetising, consisting mainly of salad, cold meats, and boiled eggs. We met with the on-site representative to express our concerns, but he showed no empathy and instead tried to sell us expensive tours which we later discovered were available for half the price locally. He also discouraged us from using taxis or buses, insisting that all transport be arranged through him, which we found unprofessional and intimidating.We enquired about a sea-view room, which we believed was already included in our booking. The rep was unhelpful, though a kind receptionist offered to show us one, explaining it would cost an extra €20 per night. She was the only staff member who showed genuine care during our stay.The food quality remained poor throughout. The same limited items were served at every meal, forcing us to eat out daily at our own expense. Even bottled water had to be paid for, which is unacceptable for an all-inclusive booking.When it came to departure arrangements, our rep again failed to respond to messages or assist. Reception confirmed this was typical behaviour. We eventually found our pickup time through the Love Holidays app.The return transfer started well but soon became dangerous. The driver’s erratic behaviour, speeding, slowing, and veering raising serious safety concerns. My husband checked on him and discovered that he was falling asleep at the wheel. The driver pulled over and poured water over his head to stay awake. This was a frightening experience that could have ended in tragedy.Overall, our holiday was marked by poor service, lack of basic amenities, unhelpful staff, and a serious safety incident. We do not expect luxury from a 3-star hotel, but we did expect a reasonable level of comfort, food quality, and professionalism, none of which were met.We requested appropriate compensation for the distress, inconvenience, and additional costs incurred, and asked that Love Holidays review both the hotel and its representatives to prevent similar experiences for future guests. We paid £200 for our transfers from and to the airport. As a minimum I would have expected full compensation of that, but what we were offered was £48.11 which is an absolute joke! Also after advising that we would never use them again, a goodwill voucher of £50 for Love Holidays after saying we would never use them again!
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