5 star price, 1 star holiday. Royal Dragon Hotel through TUI We booked a 5star all inclusive for 2 weeks in Turkey through TUI. We booked a superior double sea view room, with various restaurants in a country notorious for top service. Unfortunately, none of the above is what we were met with. When we arrived the reception staff were nice but the manager just seemed really angry with something and directed this to us. He said some choice words in Turkish and then stormed off. We went to our room where we found we had been allocated a partial room although we paid to be upgraded through TUI when first booking. We then found dirt marks all over the toilet seat and so we headed back to reception. We explained that we were in the wrong room however, the manager simply said we are not and went to continue on his day. We reiterated the mistake and so I showed him the rooms on their website and TUI’s and the one we had booked. His response this time was “Can you see the sea? Yes, so it is a sea view.” And “does it say ‘full’ sea view in writing on our website? No, so it is a sea view”. We tried to explain rationally that the rooms are different hence the two options, very different photos and prices etc.. eventually he said they were full so there is nothing he can do. We knew this not to be true as the staff had already told us that they were at 40% capacity. We persisted regarding the room and were told there actually was one available.. this turned out to be a room with single beds at the back of the Hotel, not ideal for a couple who had booked a double room. We explained this still wasn’t fixing the problem and again the manager said we have no other rooms. Shortly after he said we have a room but you won’t like it. Not hopefully we went and viewed the room. He was right, it was a very low, partial sea view (at the right part of the hotel at least this time) but it had an awful smell of damp and smoke and was incredibly dirty. We didn’t know what else to do and so we waited to see our TUI rep who we were informed would be in the hotel the next morning. The TUI rep didn’t turn up without warning so we spent 1-2 hours of our first full day waiting until one of the other reps found out he wasn’t coming in. The same happened the next day and so we emailed TUI. We were asked to come down at potentially 2/3 different times the next day via email by TUI as the rep might be in, although they wouldn’t be sure when. As you can predict they were not going to arrive. Finally another rep came in as last minute cover and we explained everything so far to her. She was lovely and really tried to help but was only available for a short while. She took pictures of our room and sent these to TUI and called her manager to explain we were in the wrong room and explained the situation we were in. Unfortunately in short this was not going to lead to any results. We requested a transfer and this took days to get into motion and finally we were offered out the blue a transfer if we replied to an unexpected email within 50minutes confirming all additional charges we would incur for admin, hotel transfer cost and so on. It also said there might be more u disclosed charges and we would need to agree to this. Furthermore the hotel was around one hour away and we would need to pack, and find our own transport there and cover these costs too. We were unable to confirm all of these details in time and found it somewhat unreasonable to have this expectation, especially given the fact this was a couple of days later out of the blue so we didn’t see it with maybe more than 20minutes left, it would have cost at least £200+ and was only going to be for the last 2 days of our holiday. A separate issue was our door lock. We realised you didn’t need a key or card to open our room as it was totally unlocked. After around 14 hours it fixed itself for approximately 2 days and then did this again. We spoke to other guests who said their cards worked for other guests rooms they had met out on the holiday too. The restaurants were described as multiple Al La Carte restaurants available however, these were only open one per day (not every day) and to a low quality. The hotel gust relations manager did confirm we were not in the right room and tried to find an alternative but they had booked our rooms out. Our transfer home was changed and we were not informed. Other guests didn’t even receive a notification to say they had a transfer or any details of this. We had continued to email TUI and whilst their emails were apologetic and seemed sincere, it has now been 4days since they stopped replying.