Guest Conduct Policy
Exelsior Hotels wish all of our guests have an exceptional holiday here with us. We hope that you will meet old friends and make new friends.
We feel that everyone should have an understanding of the behavioural standards here in Exelsior Hotels, ensuring that all of our guests are able to participate in a safe and enjoyable holiday.
Each party is expected to follow the Guest Conduct Policy along with the general moral and ethical standards accepted in the Republic of Turkey, and to comply with applicable laws.
Guest’s behaviour should not restrict or disturb other Hotel guests or Hotel staff.
The hotel is entitled, but not obliged to inform guests who violate decency or property, despite warnings, of the Hotel Management’s right to terminate the contract of accommodation.
Safety and Security
Safety and Security is everyone’s responsibility. Please take care when any floor is wet. Do not run but walk slowly and carefully. There are warning signs relating to slippery floors in the outdoor and indoor areas, stairs, poolside and bathrooms advising all guests to be careful in the hotel.
Upon arrival to your room, guests, in their own interest should check the condition and equipment and should report any faults immediately to reception.
When using the lift guests are required to comply with the instructions for its operation located in each lift. Children are not allowed to use the Hotel lifts unaccompanied by an adult.
It is not possible to enter the hotel with a pet and to accommodate the pet in the Hotel room.
Items left in any vehicles are at the owner’s risk. The Hotel will not be held responsible.
Balcony Safety For You and Your Children
Never leave children unsupervised on balconies. Keep all balcony furniture away from balcony walls or railings so that children are not encouraged to climb on them. Do not leave any potentially hazardous items on balconies including toys, buckets and spades etc. Never lean over, sit or climb on balcony walls or railings. Do not try to pass items to someone on another balcony. Never stand on balcony furniture. Take extra care on balconies after drinking alcohol as your judgement may be impaired.
All guests must prove their identity at check-in to the reception staff by submitting their Passport or Identity Card. The hotel has the right to refuse accommodation to a guest who fails to produce the correct or required identification.
Visitors are not allowed into guest rooms without registering at reception. An extra fee will be charged to stay overnight, provided there is adequate space in the apartment.
Exelsior Hotels are not responsible for the loss of personal property or valuables. Please use the safe boxes in the rooms.
Guest and Staff Interaction
All of our staff members are friendly and helpful and will always do their best to make your holiday as enjoyable as possible. Please do not misinterpret their friendliness. The guests must acknowledge that the staff (housekeeping, maintenance, management etc.), are entitled to enter the room during the stay in order to perform their duties.
The hotel cannot be held responsible for the behaviour of other people, nor for the weather conditions.
The hotel cannot be involved in any civil matters that you may have had with other persons.
Inappropriate or Abusive Behaviour
Inappropriate or abusive behaviour is not permitted. This includes uninvited physical contact, solicitation, harassment, vandalism, theft, violence. Use of fake/false identification. Underage drinking (see alcohol section below), providing alcohol to those under the allowed age (see alcohol section below). Possession of illegal substances/items. Any illegal or offensive conduct. Placing materials (including signs, banners, decorations etc.) anywhere on the exterior of the hotel. Placing materials anywhere on the interior of the hotel which may be deemed by the Hotel management as inappropriate.
Guests are requested to respect the quiet hours from 23.00 to 07.00am for other guests’ comfort.
Sitting, standing lying or climbing on, over or across any exterior or interior railings or other protective barriers, or tampering with the Hotels’ equipment, facilities or systems designed for guest safety is not permitted. Guests may not enter or access any area that is restricted and for the use of staff members, any other unsafe behaviour, including failure to follow security instructions is not permitted. Guests are not allowed to use their own electrical appliances in the hotel room. This does not apply to electrical appliances used for persona; purposes (shaver, hairdryer etc.) and portable electronics (mobile phones, music players, tablets, laptops etc.)Which meet the applicable standards, otherwise the guest will be responsible for any damage caused. The Hotel is not liable for any damage to guest electrical appliances, which occurs as a result of fluctuation of power failure. Make sure that you use the required adaptor suitable for the local voltage.
Adult pools are not safe for non-swimmers and the depth will change. Slides are not safe for non-swimmers and children under the age of 12 years. There is not always a lifeguard at the pool. There are signs warning that no lifeguard at pool. Slides are not safe although at certain times we have staff to control, sometimes guests may not obey the instructions. It is not safe to run around the poolside as it may be slippery when wet. Any incidents occurring in the pool will mean that the pool will need to be cleaned therefore the pool will be closed. If it is windy please close your sun umbrellas.
Please do not reserve sunbeds.
Infants must always wear appropriate swim nappies. Adults must wear proper swimwear to enter the pool. Never swim when you have been drinking alcohol. Never use the slides if you have been drinking alcohol.
Use the pool at your own risk.
Familiarise yourself with the escape routes. Locate the nearest fire exit to your room and identify the method of raising the alarm. You should read the fire instruction notice displayed in your room (behind the main door).
To prevent a fire, make sure that all smoking materials such as cigarettes are fully extinguished and that any electrical appliances are being turned off when not in use.
Hotel rooms are equipped with fire alarms that are connected to a Central Fire Alarm system. Fire detectors react to heat and smoke, and their activation triggers a fire alarm. Handling a fire sensor can trigger a fire alarm. The hotel corridors are equipped with fire alarms identified with red labels. Breaking the protective glass triggers the immediate evacuation fire alarm. The hotel is entitled to enforce a charge against any guest that causes damage to a detector. If they are damaged negligently or intentionally by a guest the Hotel may charge the guest for damages incurred on these devices.
Parental and Guardian Responsibility
For the purpose of this Guest Conduct Policy, a minor is defined as anyone under the age of 18. A young adult is defined as anyone 18,19or 20. Parents and guardians are responsible for the behaviour and appropriate supervision of their accompanying minor(s) and young adult(s) throughout their holiday. Guests must provide escorts and adult supervision in the Hotel room as well as in other areas of the Hotels for safety reasons.
Information On Kids Club
All children must be attended by their parents. The parents of the children must be around while their children are in the kids club. State your child’s allergies, diseases, behavioural difficulties, medical needs if there are any, while signing your children into the club. The Hotel or Kids club staff is not allowed to give medication to the children, even with a Doctor’s note for the medication. If your child needs any medication you will need to come to the Kids club to administer this directly. There may be limitations of the group size to keep the group safe. In that case, there will be a reservation system. It is not our policy to give any food or beverage to children in the club. Make sure that your children are lightly fed and hydrated before club hours. Make sure your child/children has sun cream, hat and t-shirt to avoid direct sunlight if any of the activities take place in the play area. At the end of the session, parents must come to the kid’s club and sign their children out.
Children have a tendency to be overexcited especially on holidays. Children who disturb others will be returned to his/her parents.
For the comfort and enjoyment of our guests, our Hotels are designated as non –smoking.
Cigarette, cigar, e-cigarette and pipe smoking is not permitted in closed areas of the Hotel due to Turkish Kaw. Outdoor areas near restricted areas, restaurant and kids play areas will not allow smoking. All public spaces are smoke free, lounge areas hallways of lifts.
Consuming alcohol to excess impairs one’s judgement and reduces one’s ability to recognise and avoid potentially dangerous situations. Guests who choose to consume alcohol must do so responsibly. The Hotel will only serve alcoholic beverages to persons 18 years and above due to Turkish Law. The Hotel’s staff may refuse to serve alcoholic beverages to any guest who does not consume alcohol responsibly including guests less than 18 years of age, persons apparently affected by alcohol or other intoxicating substances. Hotel personnel may request proof of a guest’s age to verify they are of age to consume alcohol pursuant to this policy.
Items with Heating Elements or Open Flames
Certain items that generate heat or produce an open flame are not permitted in the Hotel. This includes clothing irons, hotplates, candles, incense and any other item that may create a fire hazard.
Kettles should not be left in the socket without any water in it. Electric devices should not be left in the socket when you leave the room.
Weapons, Explosives or other Dangerous Items
It is not permitted for any weapon, explosive or other item that presents a risk of harm to persons or property in the hotel.
Guests are strongly encouraged to wash their hands for at least 30 seconds with soap and warm water after using the restroom (WC) and before eating or handling food. Medical experts say this is one of the best ways to prevent illnesses from starting or spreading.
Fitness to Travel Safely
Guests with disabilities are not required to travel with another person as a condition of travel to our Hotels. However, all guests must consider that staff members are not required to assist guests with personal tasks or personal hygiene needs. (E.g. assisting with eating, dressing or toileting). Therefore guests requiring assistance with these functions should consider these needs when planning their holiday.
Guests must ensure that they bring an adequate supply of any medication they require for the entire duration of the holiday. The Hotel’s medical centre may not have a supply of any needed medication. Pharmacies have no legal license to diagnose illness. We are not accepting any illness that is not diagnosed by resort Doctor or Hospital. Guests must obtain a diagnosis during their stay at the resort. Any illness that is not diagnosed during their stay will not be accepted due to lack of evidence and possibility that the illness was caught elsewhere (there is also the possibility that people bring the illness to the resort).
A Nurse is available for basic First Aid in the Hotel. If you require the Doctor please ask the Nurse or Reception. Doctor examination in person or by telephone carries an extra charge to the guest. Please confirm the charge before the Doctor is called. Prescriptions written by the Doctor also carry an extra charge. Guests own medication is not recommended as it is at guests own risk. However if Guests refuse to see Doctor or medication, they must sign Doctor Declaration form. Hotel will not be held responsible for any further complication that could arise if guests refuse medication.
There are pharmacies around the Hotel. Please ask reception or Guest Relations for directions. Please be aware that pharmacies do not have any authority to prescribe or to diagnose an illness due to law. We recommend that you only purchase medicines prescribed by a Doctor.
Rubbish/ Waste Disposal
At Exelsior Hotels we consider it important to recycle waste materials. There are wastebaskets around the pool area.
Birds and Flying Inserts
Due to humidity and heat, Turkey’s environment is full of bees and flying insects. We cannot kill all of the flying insects due to their natures. There is not 100% guaranteed pest control for flying insects. As Hotel guests must know and appreciate that they are coming to and environment like this. We cannot give a guarantee of flying insects. There is signage regarding no feeding of cats.
Travelife is a practice that minimises the damage that Tourism can cause to the natural environment and the local people’s culture in order to protect the future of the destination. It is our policy to launder guest room linens every three days.
If the guests fail to check out before 12.00pm (mid-day), they must pay the rate for the accommodation for the next day. Room card keys are the guest’s responsibility, lost or damaged cards will be charged for. In the case of negligent activation of fire alarms the guests bears the cost for disturbing normal operation of the Hotel as non-pecuniary damage.
Damage or Loss to Hotel property will automatically be charged.
The guests concerns, complaints and suggestions to improve are accepted by authorised personnel.
Establishing and articulating a Guest Conduct Policy helps ensure that all guests are able to enjoy a fantastic, safe and secure holiday experience. Exelsior Hotels appreciates your support of this policy and hopes this will be the best holiday you have ever had.
Information to Prevent Possible Accidents and Diseases during the holiday
Stomach disorder is the most common disease on trips especially overseas. Many environmental and physical changes may cause this problem. The most important thing to do is to avoid direct sunlight and keep hydrated.
Avoid fried and spicy foods. Our food menu consists of International food varieties. Traditional Turkish cuisine may be spicy, hot and oily.
Avoid direct sunlight.
Use sun cream and protective clothes under the sun.
Do not swim excessively or sunbathe after alcohol consumption.
Alcohol consumption may dehydrate the body in hot weather so drink plenty of water.
Pay attention to your allergies and eat at your own risk.
Pay attention if you have allergy to insects or bee stings etc.
Our Hotel is in a natural environment so there may be pests around. We have a pest control system in the Hotel rooms and grounds, but please be aware that you are in a hot climate and there may be insects, bees etc. around due to natural surroundings even though pest control applications. Please keep your curtains closed and inform reception if you have seen any pest activity in or around your room, pesticide application will be done due to your request.
Pay attention to the floor in rainy weather. It may get slippery. Be careful while walking around the Hotel grounds and stairs.
Please wear proper shoes preventing fall, trips and slips. Please ensure your children are wearing proper shoes.
Pay attention to the floor while wearing sandals. It may be slippery.
Running on the Hotels stairs is not recommended.
Hotel lifts are for 4 persons. Maximum weight capacity is 450 kilogram.
When it is wet, please do not run but walk slowly, carefully in the inside and outdoor areas
Adult pools are not safe for non-swimmers as the depth may change.
Glassware is not safe around the pool area. Please do not bring then to the pool.
Please read the warning signs around the pool area and obey the rules.
Children should not be left alone in the Hotels without the parent’s presence.
It is not safe to use the children’s playground during night times.
Parents are responsible for their children. Unaccompanied children cannot use the playground.
Please follow the Warning & Caution signs for your safety.
We are not responsible for treatments taken from spa, hairdresser or shops. All guests are at their own risk while using these facilities. Please request an allergy test and inform if you have skin sensitivity, allergy to cosmetics etc. We do not recommend these facilities if you have a rash on your skin or sensitive, irritated and damaged scalp, dermatitis.
We are not responsible for excursions you bought.
For security reasons, excursion sellers, outsource street agency employees will not be allowed to enter hotel.
Please be aware of your meeting time for you excursion, and be at your meeting point at the correct time.
As outside excursion staff & drivers cannot enter the hotel. Be aware that reception will not make a reminder call.
The Hotel management do not take any responsibility or liability for the activities or tours outside the Hotel.
The key-cards should not be left in the electric sockets when you leave the room.
Kettles should not be left in the socket without any water in it.
Electric devices should not be left in the socket when you leave the room.
Cats do not belong to the Hotel. The Hotel management do not take responsibility or liability for the injuries that may occur while guests are feeding the cats.
There is necessary information regarding the pool rules situated around the pool. The Hotel management do not take any responsibility or liability of the injuries that may occur when a guests does not follow the rules.
Due to law, usage of all tobacco and tobacco products in closed areas is prohibited.
Due to law, serving alcohol to minors under the age of 18 is prohibited.