Dear Guest,

First of all, we would like to extend our sincere wishes for a speedy recovery to you, your husband, and your daughter. We are truly sorry to learn that your family experienced health problems and required hospital treatment during your holiday.

Given the serious nature of the allegations made in your review, we believe it is important to clarify several points.

At present, no medical or laboratory-confirmed evidence has been provided to us establishing that the gastroenteritis experienced by your family was caused by food or beverages consumed at our hotel or by any service provided by our property. As gastrointestinal illnesses can have various causes, we do not believe it is fair or objective to attribute an illness of medically undetermined origin directly to the hotel without verified evidence establishing such a connection.

During the period in question, our resort was operating at close to full capacity and accommodating approximately 3,500 guests. Our food safety, hygiene, and sanitation processes are regularly monitored in accordance with established procedures, and the necessary controls are carried out. The health and safety of our guests are matters we take very seriously.

Your review also states that the hotel did not respond to your complaints. However, during your stay, our Guest Relations team met and communicated with you on several occasions, listened to the concerns you raised, and discussed possible solutions with you. Therefore, the statement that the hotel ignored your concerns or refused to communicate with you does not accurately reflect the course of events.

Regarding the noise you reported from the neighboring room, our guests have several channels available to contact us immediately, including our Guest Relations team, Reception, and our WhatsApp communication line. When such matters are reported, our teams carry out the necessary checks, contact the rooms concerned where appropriate, and take action in accordance with hotel procedures. Furthermore, subject to availability, alternative solutions such as a room change may also be considered in order to support guest comfort and satisfaction.

We would also like to clarify that the late check-out offered to you was not presented as “compensation” for your family’s medical treatment. It was offered as a goodwill gesture intended to provide additional comfort during the remainder of your stay. We fully understand that this option may not have been useful considering your departure schedule; however, we cannot agree with the characterization that the offer was intended as mockery or disrespect.

The health, safety, and well-being of our guests are extremely important to us. At the same time, particularly when serious health-related allegations are made, we believe that any determination of cause and responsibility must be based on concrete, verifiable medical evidence. For this reason, we cannot accept the attribution of an illness of unconfirmed origin directly to our property, nor the suggestion that our hotel is indifferent to the health and safety of its guests.

We sincerely regret that the health problems you experienced had such a negative impact on your holiday. Once again, we wish you, your husband, and your daughter Veronika a full and speedy recovery.

Kind regards,
Hüseyin Oral
General Manager
Selectum Family Resort Side