IF I COULD RATE ZERO, I WOULD Myself and my friend were booked to go to turkey on the 24th of June. When myself and my friend landed we were greeted by the most lovely member of on the beach staff, our flight was massively delayed. he took us to our transport and we arrived at our hotel. The hotel was all dark and the doors were locked. The lovely on the beach staff waited with us until we understood what was going on. the hotel there was a man asleep on the sofa, all the lights were off and we were stood at reception waiting to be greeted. He finally wakes up and he walks over to the desk and he is speaking to somebody on the phone shouting, this made me and my friend feel on edge as it would anybody. I couldn't understand anything that he was saying they didn't speak any English. i accidently dropped my vape on the floor and the reception man then started to shout at me for noise, baring in mind he had just been shouting down the phone at somebody. he began making comments made about 2 females in the same room together and was trying to make us pay for another room as they were not happy about two females staying together. He gave us our room keys and we had no information regarding the hotel, what time breakfast was, there was no information provided. we arrived in our room and we were speechless. there was no light, just the bathroom light. we were on the first floor and our balcony door did not lock. there was men banging on our door, the toilet seat stained, mini fridge was black. if that was not bad enough repeatedly there was people knocking on the door. i was so scared, we did not sleep, we did not want to leave the hotel. this is not a hotel i would recommended anybody to ever visit, general hygiene, health and safety was not followed. there was no problems with our flights, transfers. my problem is the hotel. at 5am in the morning we had not slept because we felt so scared, we left the hotel and we went to go and stay in another hotel which were so welcoming, spoke English, and the room was sanitary and the door locked. I had to pay more money that i didn't have, to pay for another hotel room. We told the man the following morning that we were not coming back and he slammed the room key on the desk and pointed at the door, the man was rude, and his actions were aggressive. we were so upset and cred the entire time, We didn't want to ruin our hotel experience so we had no choice other than to book another hotel. Due to this, i couldn't afford to pay my bills that month when i got home. To made it worse, they promised to get me a refund but i haven't heard back from them. We called the on the beach help line 9 times in total for help, 2 young girls scared and there was no response ,they advertise themselves as 24 hours but they clearly aren't. This is false advertising and they are legally not allowed to do so!!!! I raised this complaint with on the beach on the 1st of July, i then had an email to say it would take 28 days to get a response, it is now the 21st of august and i have heard nothing, i feel as if i am being ignored and i do not think this is expectable. i would never use this company again, there customer service needs seriously improving and there level of care! The entire experience was unacceptable and i would never ever go back.