Which as I suggested earlier, is a company culture issue. To conclude - The primary, significant problem at the Barut Hemera is the evident poor quality, cold customer service, with so many staff appearing to be inadequately trained and suffering from low morale. Inadequate attention to detail, which is essential in every hotel. The waiters brought the wrong drinks, they also gave us knives instead of spoons for ice cream. In the Turkish restaurant, Sofra, the service was not personal. Reception is first point of guest contact - They should all be smiling and attentive. Reception staff all look so serious and don't smile. Room maids don't have eye contact and say Good Morning. Should be serving Coca Cola and lemonade in tins, as it's a 5 star hotel. Serving draught soft drinks which are tastless and poor quality. Rudeness will not be tolerated at any time by me. One waiter one evening rudely tells my young son he's not allowed to sit in a certain area, as it's over 16's only (my son did not see the sign). This clearly highlights the lack of professionalism in management at this hotel. I should have taken photos to highlight these issues. While the waiters and waitresses are visibly working hard. (Poor customer service) Chefs, managers, supervisors - all visibly guilty of this. (Poor customer service) Most supervisors and managers in the buffet all chatting to each other, talking on their mobile phones, completely lost, disengaged, stood in the middle of the busy floors, totally ignorant of their guests, which is disgraceful. Extremely little staff interaction and engagement with the guests. Negatives Many staff evidently with low morale and appear to be overworked and inadequately trained. Excellent patisserie serving delicious cakes and coffees. Nice ambience around the hotel and grounds. The grounds - Really beautiful and well kept, lovely trees, flowers, different birds singing all day. Beach, excellent location, good quality sunbeds eith comfortable mattresses and large unbrellas. Room interiors nice, clean, modern, excellent mattress, room size, bathroom and balcony. Several nice, attentive, engaging, professional staff, especially in the patisserie and pool bar. Barut Hemera positives: Good food, good selection from main buffet restaurant. These managers and supervisors need to be stood at the restaurant entrance greeting their guests with eye contact and a smile. Staff must engage with guests in any hotel. But at the Barut Hemera, the managers and supervisors, (male staff with black jackets or white shirts with name badges), are all speaking to each other, ignoring guests, which is unacceptable. The Rixos owned hotels where I have stayed on previous occasions have class leading, personalised customer service with plenty of interaction, warmth, engagement, professionalism and attention to detail. Or possibly it's just this particular Barut hotel which has this problem. This is usually indicative of a cultural problem within the company itself. But these few staff are sadly outnumbered by other staff, who appear to have low morale and inadequate training. There are several excellent staff who stand out, who are engaging, warm, kind, professional. Absolutely no interaction in this 5 star hotel, which clearly has a customer service issue, specifically with management and supervisors, who appear to be incompetent regarding customer service. Easily visible all around, especially in the main buffet restaurant, where I would expect staff to be at the door greeting guests as they enter the restaurant. My first impressions were the hotel is lacking staff engagement, warmth and interaction with the guests. In Turkey, I usually stay at Rixos hotels, but on this occasion, I tried the Barut Hemera in Side. I've stayed in very many hotels, from 2 star to 5 star, over the past 40 years of travel, in an extensive variety of locations around the world. I will write an opening statement then highlight specific bullet points of the hotel's positives and negatives. Based on my subjective experience of staying here for one week, all inclusive. This is my review of the Barut Hemera hotel.
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