DoubleTree by Hilton Antalya-Kemer All-Inclusive Resort

The hotel is great on many levels but I have a dairy intolerance and found meal times very difficult. I realised at dinner on the first night that the labeling on the buffet is very random. Huge areas had no labels at all. I tried to guess and eat what I thought was safe but I was ill. I spoke to guest services the next day and they suggested I order something from them. No menu just tell them what I like. That evening it was not a good experience. I waited for food all my family had eaten and I was still waiting. What arrived was very poor and not enjoyable. I showed TUI and guest services the photos. The next day guest services said they would goto the buffet and help me pick. We walked around for ages and managed to find a chef who managed to suggest something that he thought was dairy free but just an hour later I was ill again. I complained to TUI who offered to move us to a different hotel but said in Turkey there’s no legal requirement to label food in buffets so same elsewhere. We stayed as everything else was good. I continued to pre order dinner for 2 weeks the steak was good but the whole experience was bad. Lunchtimes at the food trucks was easy, all made to order and I just ensured I only got stuff that had no dairy. Breakfast was random. Some days they had soya milk and some days they had none. Despite me telling guest services I wanted it and that was the only thing I tried to order for breakfast. Ice cream parlour had 1 sorbet so there was something I could have but nothing else was dairy free so a bit boring. Coffee hut made oat milk coffee but all food options contained dairy so no food there but everything was labelled! The vegan food truck was closed for the full 2 weeks despite the hotel being full. I was told there wasn’t enough staff. I never tried any of the a la cartes as you had to pay quite a lot of money to use any of them and found the whole dinner experience hard work. I thought maybe given my bad experience and that I’d been ill several times they would have offered a free visit or discount but no if I want to use they can make me dairy free food but I have to pay full price. I complained to guest services and TUI several times but apart from me having to pre order dinner nothing was ever done. Over 2 weeks I only had desert a few times and genuinely lost weight on holiday. I missed dinner 3 times as I was ill. On a more positive note I’ve just been on another holiday elsewhere that was amazing as everything was clearly labelled and I was never ill. The hotel is good in many ways but if you have food allergies or intolerances I’d suggest going elsewhere for a stress free holiday. Note to hotel management, just because it’s not a legal requirement in Turkey to label food doesn’t mean you don’t need to. Hundreds of deserts every day and you refused to label just 1 as vegan or dairy free! Very poor decision. I honestly would never return unless all food is labelled.