solmarvillas.com

Burgled on holiday-Solmar Villas have woeful security standards and appalling customer care.

Burgled on holiday-Solmar Villas have woeful security standards and appalling customer care. We were burgled on holiday, the robbers ransacked the Villa we were staying in and ripped out the entire safe. This left our kids so traumatised that we couldn’t stay at the villa for the last two days of our holiday, we then had to move to a hotel until we obtained emergency passports to travel home and spent some extremely stressful time at a Turkish police station. The security at our villa was woefully inadequate, it had a front door with only one lock in the handle, and you could gain entry into the villa from the front door using a credit card. In addition, the alarm and CCTV didn’t work. Furthermore, the back gates were constantly left open by the people who worked at the villa. When we raised these security issues with Solmar Villas, (calling them and emailing them repeatedly after we got home), they refused to engage with us meaningfully for 6 weeks, not so much as a courtesy call to enquire after our well being after this ordeal. They then sent us an email saying that they were satisfied that the villa met their security standards and that an alarm and CCTV wasn’t required for this type of property, despite this villa being part of their Luxe Collection. I would urge, (in the strongest terms), not to use this company as they have refused to learn anything from our terrible experience, so they can improve the standard of security at their villas, and reduce the risk of burglaries occurring for other customers in the future. Indeed, they only seem interested in ensuring that they try to place the blame on you in order to avoid liability for compensation. The email they eventually sent us insinuated that the robbery was somehow our fault, because (apparently), you can turn the onelock(in the front door handle)three times, we turned it once (from outside) when going out, but we know for a fact it didn't turn at all from the inside as we tried it. So in effect, we were sleeping at night with a flimsy door that you could gain entry into with a credit card.Furthermore, Solmar have the most appalling customer service, unless of course you are one day late in making a payment for your villa, when they are more than happy to give you a call, email you and engage with you. It goes without saying that I do not recommend you spend your money with this company, please note there have been other reviews left where robberies have taken place, with Solmar Villas behaving in these ways towards other customers too. Ultimately, this is a company that isn’t interested in a dialogue in order to learn from these awful situations, or take the necessary actions to improve the security at the villas they rent out; thereby reducing the risk of this happening to other customers. In short, they treat their customers with contempt.

Date of experience: Aug 23, 2025