Руководству отеля нужно исправлять недоработки Hotel management needs to fix things

We are three families of relatives (9 people) chose this hotel through tour operator Coraltravel. Before the trip, we read the reviews about the hotel and made a meaningful decision to go. : )) In the general order of the tour, they made an application and paid for an individual transfer in both directions of their trip. We flew out on September 12 at 14.20 without delay and, taking into account a 2-hour car trip, after arriving in Antalya, we reached the hotel by 20.00.
At the hotel, when registering at the reception and settling, we encountered a situation to which we could not get a clear answer from the hotel staff. Two families were settled immediately, and we (the third family with a child) were offered to wait until 24.30 as there were no available rooms. To my question, how is this possible if the room was booked and paid for three months earlier and, according to the check-in schedule from 14.00 on September 12, should have been reserved for us. Naturally, I did not receive a clear answer. I was offered a check-in at another hotel, which brought me into a final stupor and indignation. With a small child, we were tired of the flight and the trip and had to sit at the reception until the beginning of September 13th.
The next day I wrote a claim to the tour operator and handed it to the representative of the tour operator Yusuf, who oversees the issues of settling in a number of hotels, including this hotel. In the claim, he demanded to give an explanation of the reason for what happened and to return the cost for half a day of my non-stay at the hotel. The next day, two hotel employees knocked on the door of the room and without saying a word brought a cake, a small bottle of wine and a beach bag with the hotel logo into the room. Apparently considering that this is quite a worthy compensation for the moral and material damage inflicted on me, the hotel staff limited themselves to this.

Later, I saw a number of vacationers in the hotel with such beach bags with the hotel logo (as moral compensation) and after talking with them I realized what was happening. On the face of simply financial cleanliness. Here's what happens: you book a hotel room with a tour operator and pay for it. The tour operator informs the hotel on the website of the time of your departure and arrival in Antalya. Reception staff add 2 hours (time from airport to hotel) and know your arrival time. At this time, one of the vacationers has a failure in the departure time and he extends the stay by half a day by paying for the room.
Upon arrival, you are advised to wait without explanation for a certain time without settling in the room you paid for without explanation. Thus, the hotel receives an additional payment for the room you own for half a day (double payment for the same room per person). Looks like a common scam. Compensation - cake, which is unlimited in the dining room of the hotel and dry wine, which, according to the conditions of the "ultra" food system in the hotel bars, you are required to pour without restrictions.
This is somewhat depressing, since the owner of the hotel has invested, I believe, very large funds to create such a beautiful hotel. And not a conscientious hotel manager by such actions damages the reputation of the hotel. The hotel is new, the housing stock is new, the rooms are large and beautiful. Most of the hotel staff do their best to create comfortable conditions for visitors. I especially want to highlight the staff of the dining room.
Everything is very tasty, varied and harmonious. All bars of the hotel and their staff are very friendly and efficient in their work. However, the bars do not correspond to the "ultra" system - alcoholic drinks are only made in Turkey. There are no words of praise for the main animator of the hotel, who has 12 years of experience in animation. The most talented person, the decoration of the hotel. You won't get bored at the hotel.
Room cleaners are disgusting. Clean dirty, do not always change towels. The bar is not replenished regularly. Need to be reminded. I don't think this is a 5 star hotel. As for the rest, if what I have listed does not particularly irritate you, you can put up with it.
Advice to the hotel manager - keep the brand of the hotel, respect at least your hotel owner who created a beautiful hotel.