ужасное обслуживание terrible service

We stayed at this hotel in June 2016. In general, the idea of ​ ​ the hotel is very good for 5+, but... let's start in order:
- reception: before arriving at the hotel, I wrote a letter to their website, in which I asked to change the category of the room from standard to royal, I was told that there was an extra charge of $ 15 per day, I agreed, asked to change the reservation. Upon arrival at the reception, the guy from the ceiling called the figure $ 55 per day, estimating us from head to toe. I asked why such a sum, he could not answer me. After I showed the correspondence on the phone that they wrote to me that the day was $ 15, the only way he agreed and changed the category of the room for us with our surcharge... We arrived very late, and about 20 minutes. We were waiting for someone to take us to our room. We ourselves asked to explain to us where the room is and we will find it ourselves, since there was no strength after the flight and transfer, but we were asked to wait. In general, the guy came somewhere in 30 minutes.
Number: Our room was with a terrace and access to the pool. On the terrace there was a corner with a cloth with a table and separate sun loungers. Entering the room upon arrival, I immediately went to the terrace, and noticed that there were ashes on the corner and it was gone, and there were two cigarette butts in the ashtray on the table. Based on this, the terrace was not cleaned a long time ago . . We wanted to call the reception and ask for the terrace to be cleaned, but there was no information in the room how to contact the reception, and in the evening they caught the staff and asked how to call there... not a single person from the staff could not give us an answer. Since it was already very late, we just didn't want to go back and forth, deal with it. . We thought that the next day the maid would just clean it up when she did the orderly. The toilet stank of urine very much, it was impossible to stay . . On the first day, we gave the boy who cleaned our room 5 €, so that he would clean the room efficiently, but that didn’t change anything . . ; ((towels were changed every other time, but about shampoo , shower gel and lotion.

Restaurant: the food is excellent, varied, respect to the chef! The staff at the restaurant is super, we especially want to mention Mahmud, he is an excellent and helpful worker.
Bars: according to the schedule, the beach bar was supposed to open at 10 o'clock, but this never happened, and if they opened at 10:00, they always said that they had nothing and they went to the head bar for goods, and asked to wait 10 min. , but disappeared for at least 30-40 minutes...
main bar near the pool: the service is terrible, we have not seen anything like it. People from Ukraine and Slovakia, Germans rested with us . . everyone was in shock ! ! When ordering any drink, they looked at you with such eyes that they didn’t want to order anything at all... They always spoke to each other in their language first, and then they told us that there was no one or another ingredient . . it got to the point that we ourselves took from restaurant ingredients and brought them to the bar, so that they would do what is in their bar list ! ! and I don’t know a single correct preparation of drinks, even elementary coffee . . not to mention some cocktails....and I want to especially note one waiter, we have never met such an ill-mannered, rude and unfriendly person. Our whole company was shocked when he told us that he was very happy that we were all leaving! ! Such an employee should be kicked in the neck!! ! He gets paid and lives there because tourists come to their hotel!! ! I'll attach his photo below! It's unacceptable to be rude to a customer like that!
Before leaving, we went to the reception to find out when the transfer back to the plane, the boy at the reception presented us with a fine of $ 120 for a burnt seat on the terrace . . we were shocked... they said that it was like that, they immediately began to resent, and asked to call the manager . . the guy said that he would come to us in 10 minutes. We went to the bar to wait for him, but no one came to us... When leaving the hotel, we were given a piece of paper on which we had to write that we would not pay, since we did not do it . . well, at least with this cost. . .

Beach: equipment drives along the beach, since the hotel has not yet been completed, it is very dirty, full of building materials . . ; ((The sea is only from morning to afternoon, and then up to a meter, you need to go somewhere 300-500 meters to a depth . . there is no pontoon, only in a nearby hotel.
For the entire rest, we felt like in a prison, because some guy was always following you . . who constantly wrote down something, and then the guards constantly followed you and looked at which room you would go to... horror. . .
I would very much like this information to reach the owners, since a good, properly trained staff is the key to the success of any hotel !! ! And they have the rest, and the idea of ​ ​ ​ ​ the hotel is chic, the territory is large... how will they complete everything, put it in order, and change the staff, many people will come there... but after 3-5 years...