Sherwood Hotels Exclusive Kemer: Paid 2 Rooms, Got Cheaper Suite, No Refund

During our family holiday at Sherwood Exclusive Kemer between 3 and 9 June 2026, we experienced serious problems both with the accommodation arrangement and with the pricing applied to us. Before arrival, I had booked and paid for two rooms, one Superior and one Standard, for our family of seven. However, at check‑in it became immediately clear that these rooms were significantly smaller than expected and clearly unsuitable for our family’s needs. When I reported this to the staff, instead of offering an appropriate solution, I was told that we could move to two family suites only by paying an additional charge, which I found unreasonable. After discussions, we eventually agreed to move into a single family suite. The family suite we were placed in was also not in an acceptable condition. Some lights were not working, there was leakage from the bathroom ceiling, and some doors did not close properly. These basic issues were only addressed after repeated reminders, which negatively affected our comfort and peace of mind during the stay. Although the room, after the change, was more or less suitable in terms of size, the overall handling of the situation was far from satisfactory. On the last day of our stay, I checked the hotel’s own official website and discovered that the family suite we stayed in was actually cheaper than the original combination of one Superior and one Standard room that I had booked and paid for. Based on the prices published on your website, I estimate that I overpaid by up to approximately 700 USD. Despite this clear discrepancy, the hotel management did not inform us about the price difference at any stage, and this lack of transparency caused us additional stress and disappointment during the holiday. Upon the request of the hotel’s manager, Mr Fikret Erdoğan, I prepared a written statement describing the situation and my concerns and personally handed this letter to him. I was clearly told that this document would be forwarded to the hotel management for review. However, from 9 June until 24 June I did not receive any acknowledgment, response, or confirmation of receipt from the management, which raises legitimate doubts as to whether my complaint was properly submitted and processed at all. After returning to my country, I contacted the hotel directly by email on two occasions. The hotel’s Guest Relations Supervisor, Ms Rabea Küçüksu, replied by denying any overpayment and disputing several facts about my stay, and I do not agree with this response. My latter email then remained unanswered, which further reinforced my impression that my concerns were not being taken seriously. Furthermore, when I requested a short late check‑out of 3–4 hours on the last day as a gesture of goodwill, this was refused unless I paid an extra fee, even though the overpayment issue remained unresolved. This attitude made us feel that our concerns and the inconvenience we experienced were not taken seriously. In light of all these circumstances, I formally request a refund of 700 USD, which reflects both the overpayment compared to the actual price of the family suite and the discomfort, stress, and loss of trust we experienced during our stay. I kindly ask you to review the reservation and pricing records, take into account the problems we encountered with the room and the way the situation was handled, and return this amount to me.