Etstur I Booked Ultra All-Inclusive at Didim Maril Beach via ETS Tur But Didn’t Receive Promised Services

Bahadır · 2025-07-23T16:41:52+03:00

ETS Tur does not stand behind the service it markets. I booked a reservation through the ETS Tur website for Didim Maril Beach Hotel under the Ultra All-Inclusive concept for the dates July 23–25, 2025. Since we had visited this hotel just a month ago and knew that beach towels were provided as part of the service (guests receive a special card upon check-in to use for towel pickup), we didn’t bring any extra towels with us. However, when we checked in, towels were not available for over 3 hours due to a power outage — and no one could give a clear answer on when they would be provided. Even more frustrating was the attitude of the staff. From the receptionist to the supervising manager, everyone kept repeating, “You’ll wait. There’s no solution. These are the conditions.” This was completely unacceptable. I didn’t come here to sit in my room; I came to swim and enjoy the pool and sea. What made matters worse was ETS Tur’s lack of support. Although the ETS representative at the hotel tried to help and even called his supervisor, the official response was simply: “We’ll inform the hotel, but there’s nothing else we can do.” That’s not what I expect from a travel agency I’ve paid in advance. I paid for a complete Ultra All-Inclusive package, and a clearly promised service was not delivered. Instead, I was told to wait in silence. One full day of my vacation was ruined, and ETS Tur did nothing to stand up for its customer. If I don’t receive a proper solution within the day, I will file a formal complaint with TÜRSAB. My time, money, and experience were disrespected, and I expect accountability from both the hotel and ETS Tur.

Bahadır

ETS Tour staff contacted me during the ongoing days of the holiday to ask if there were any issues. This attention is nice, but on the day we experienced the incident, I expected a more proactive approach from them that prioritized customer satisfaction. Saying 'let's report the issue to the hotel' is not a solution because we had already reported the problem to the hotel authorities. The approach we saw at the hotel was to wait until we came up with a solution. The service we received was definitely defective and faulty. At this stage, I expected ETS to defend its customer, who chose them, more strongly, to take a stance towards the hotel management to resolve the issue as soon as possible, and to remind the hotel management that this was a defective service. As for Maril Beach Hotel Management; Due to the disruption we experienced, we did not see an apology, any effort to win us over, or a customer satisfaction-oriented approach. They preferred to act as if the faulty service had never happened. When things are going well, there is no problem anyway. The approach of a business and the importance it gives to customer satisfaction become evident in times of crisis. Unfortunately, this business failed. Not only will I never go to this establishment again, but I will also never consider recommending it to my relatives.

I Booked Ultra All-Inclusive at Didim Maril Beach via ETS Tur But Didn’t Receive Promised Services

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