Arcanus Side Resort

Had a great holiday, back here for the second time. So happy to see Borak and Alton they really made our holiday. We will be back next year if they are here!!! Borak kept us all entertained and was great with the kids also. 5 stars ⭐️⭐️⭐️⭐️⭐️

We have just returned from a family holiday at Arcanus Hotels Sorgun and unfortunately came away very disappointed. I want to make this review fair because there were positives. The location is lovely, we had a great view, there were things we enjoyed during the holiday and some of the staff worked extremely hard. However, this hotel advertises itself as a 5-star hotel, and in our experience the condition of the hotel simply does not reflect that. We had clean beds every day, and the maids. the rooms felt clean enough but really could do with a decent clean. As we travelled for so long it was better to except as it was as we where happy to just of arrived and was liveable. We didn't ask to change rooms because we had a really good view for a garden room, and were concerned we could end up moving to another room that wasn't any better but upon going into the room it stunk of cigarettes Wich clearly seems to be all around the hotel. Our arrival wasn't great either. After around 12 hours travelling with our 3-year-old, the porters took our luggage to the room even though we were happy to take it ourselves. When they brought it up, they stood there staring at us expecting a tip. It made us feel uncomfortable immediately after arriving. We didn’t have any sheets or a bed for our toddler and had to call reception which a really friendly guy came to help me make up a broken pull out chair bed wich kept collapsing anyway. Suited a purpose for r the size of her and days we were there but If she was bigger would have been useless. The girls in the entertainment team were great. As well as the lad who does the archery. The kids disco entertainment team were all great as well. The hotel is definitely catered more for Germans, not many English. As someone who is Gluten free, food is all advertised with every dietary requirements wich is great but there really isn't a lot of choice at all, definitely need more choices to acquire for that.

Unfortunately, the biggest issue happened towards the end of our holiday and completely overshadowed everything else. My partner, myself and our 3-year-old daughter in her pushchair, were using one of the lifts. The doors initially closed on me as I was getting into the lift. When we reached our floor, my partner and I got out and started pulling our daughter's pushchair out. Before we could get her out, the lift doors closed, closing onto my arm expecting it would open, it ended up us leaving our 3-year-old daughter alone inside the lift to travel back down to another floor with her still inside. It was only a couple days prior I had noticed a different lift wasn’t level with the floor so decided to carry the pram down the stairs instead. When it eventually came back, our daughter was absolutely hysterical. As parents, it was terrifying. My partner went to speak to the receptionist who was on at the time, that out daughter was on the lift on her own and he did absolutely nothing about it other than say we will get someone to look at it, he did not look bothered at all. And it’s a real safety issue.

We finally got to speak to the manager who just told us to speak to jet2 as they were our holiday representative and they were more bothered that it’s ok as we aren’t injured, forgetting that someone else could end up been.

Had the hotel been advertised at a lower level, some of the tired areas might have been easier to accept. But when a hotel promotes itself as 5 star, guests are naturally going to judge it against that standard.

There are definitely good things about Arcanus and I don't want to take away from the hardworking staff or suggest that our entire holiday was bad. But based on the condition of the hotel we experienced, and particularly what happened with our daughter in the lift, we personally couldn't describe our stay as a 5-star experience.

Hopefully management takes the feedback seriously, invests in the areas of the hotel that need refurbishment and, most importantly, thoroughly investigates the lift incident so another family doesn't have to experience what we did. Rooms The hotel is tired in a number of areas and needs refurbishment and better maintenance. Our bathroom was a good example. The sink had been covered with a marble-effect vinyl wrap, which was deteriorating, and there was mould/grime around parts of it. Likewise in the shower. There were numerous other areas around the hotel where paintwork, finishes and general maintenance just didn't give the impression of a 5-star property. The carpets and floors around the room areas weren’t the most cleanest looking.

Nearby activities Not much although they do some entertainment throughout the day but the show starts quite late your hanging around to even get a seat.

Safety With the lift issue and broken bed it needs attention desperately.

Walkability Fair walk into town but 1 euro for a bus or 10 for taxi.

Food and drinks At the start of the holiday the the service at breakfast, lunch and dinner was great, drinks constantly topped up at the dinner table. used plates cleared. We felt looked after, but definetly wasn’t consistent throughout the week. Expect it to worsen throughout the time you are there, by the end we had used plates not even take away from the table and did not even get offered a drink. And it’s the unknown of do you get your own or not for lunch/dinner. Can’t say the all inclusive plus drinks are consistent either to what you would expect, the Efes tastes watered down and cocktails can come very different allot of the time questioning ourselves if there is anything but syrups in them. The À la carte is very set that you don’t have much choice, was nice to not have to race to the buffet but definitely wouldn’t pay for it as your set with it all out upon arrival and just not what you would expect from an À la Carte restaurant.

Noteworthy details Suprised this is 5 star think it pushes a 4 to be honest and would not return.