I am writing to express my extreme disappointment and frustration with the recent experience my family and I had at the Tui Magic Life Masmavi resort, which we booked through your platform. We had high hopes for our stay, considering the significant amount of money we paid to be there. However, our visit was marred by a series of unpleasant incidents that left us deeply dissatisfied.
First and foremost, upon arrival, we were shocked by the poor quality of the room we were given. This was not the experience we were promised. Furthermore, it was disheartening to encounter staff members who openly solicited tips during the check-in process. We believe that the substantial cost of our stay should have covered all necessary service fees.
The condition of the room itself was appalling. We found evidence of previous guests in the form of hair on the beds, which clearly indicated that proper bed sheet changes were not being carried out. We have photographic proof of this unsanitary condition.
However, the most alarming incident occurred when our room door malfunctioned, trapping our baby inside while we were briefly outside. Despite our frantic attempts to unlock the door with the key card, it refused to open due to a technical issue. We were horrified and terrified, unable to attend to our child, who was crying inside the room. We urgently requested to speak to the manager, but she displayed an unacceptable level of arrogance by refusing to address our concerns and turning away.
This level of disregard for our safety and well-being is completely unacceptable. Had there been an emergency, such as a fire or earthquake, our child would have been in grave danger due to the malfunctioning door. This resort is clearly not child-friendly, and the attitude of the staff members only compounded our distress. The manager wouldnt want to speak with us and turned her face away and was very rude when I over heard he swear in Turkish.
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