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FAQ


Covid-19 Questions


Covid-19 Questions

Q1. My country wants a Covid-19 test from me on the way back, where can I get the test?
A1. You can get information about the Covid-19 test from the doctor's office in our hotel. However, you must make your application 48 hours before the check-out time from hotel.

Q2. Is the Covid-19 test provided at the hotel?
A2. Yes, it is provided.

Q3. Name of the contracted hospital / Institution?
A3. Anatolia Hospital.

Q4. When is the test delivered?
A4. It is delivered within 48 hours.

Q5. If the test is positive in hotels, will there be accommodation at the hotel for free?
A5. Our guest, who has a positive test result and resides abroad, will stay free of charge for a maximum of 14 days in our isolation room with special accommodation conditions in accordance with quarantine rules. We kindly ask you to contact us for the quarantine service details.​

Q6. How the hygiene of dishes is provided?
A6. We are working with internationally well-known trademarks about chemical cleaning products in all areas of our facilities. Maintenance of our dishwashing machines is regularly implemented. Swap samples are taken by an accredited laboratory periodically and cleaning, thus disinfection procedures are verified.  

Q7. How will the service of beverages and food be implemented?
A7. Trained personnel provide service in all food and beverage areas by taking required personal protection measures.

Q8. Will the pools be open? If so, how will social distance be protected from getting crowded?
A8. Layout is planned according to social distance rule in lounge chairs available around the pool. Necessary briefing signboards are available around the pool. 

Q9. Will there be a health certificate requirement for check-in?
A9. A “Guest Briefing and Statement” is signed by guests during check-in. Actions are taken according to circulars which will be published in the future.

Q10. What kinds of measures are taken during check-in?
A10. Our guests pass over hygiene mat and their temperatures are measured through thermal camera during check-in. Luggage is taken inside by being disinfected in suitcase disinfection area. Necessary measures are taken according to social distance rule to prevent accumulation during reservation procedures. 

Q11. Will wearing mask be obligatory?
A11. Wearing mask is obligatory within the restaurant pursuant to circular of Ministry of Internal Affairs. Masks are also obligatory in market, bowling areas according to Coivd-19 Pandemics Management and Working Guide. Actions will be implemented according to circulars to be published in the future. 

Q12. How is the personnel’s hygiene provided?
A12. All personnel have been trained about hygiene and necessary health scans are being implemented.

Q13. Is the hygiene measures provided in areas of utilization for guests?
A13. Control lists are prepared for surface areas which people frequently come in contact, and their periodic cleaning and disinfection procedures are implemented regularly and controls are provided.

Q14. Will there be social distancing rule implemented in areas of utilization for guests?
A14. Our social distance rule has been determined in visuals throughout all areas.

Q15. How will you prevent the elevators getting crowded?
A15. Maximum capacity has been determined in the elevator and there are markings available in the cabin area. 

Q16. Is there a thermal camera at the hotel entry? Will all guests be checked?
A16. Temperatures of our guests are checked via thermal cameras in the entrances of hotel and restaurant. 

Q17. How will the hygiene of guests’ suitcases be ensured?
A17. Guests’ suitcases are taken inside the hotel after being disinfected in the determined suitcase disinfection area.  

Q18. Is there online check-in available without contacting the reception?
A18. Online c/in can be implemented from Delphin Hotel website without contacting reception area.

Q19. Is the disinfection procedure in the rooms according to rules?
A19. Cleaning is implemented in rooms according to cleaning and disinfection plan for room cleaning procedures. After cleaning and disinfection procedure, disinfection is provided with ULV device.

Q20. Do you use disposable material in hotel rooms?
A20. Disposable soap, shampoo, shower gel, and glass are used in our rooms. 

Q21. Are you taking new guest into rooms immediately after a guest checked out?
A21. Cleaned and disinfected rooms are prepared for the next guest after keeping unoccupied for a period of time.

Q22. Do your personnel take Covid-19 training?
A22. All personnel have taken Covid-19 hygiene training by Eczacıbaşı.

Q23. Is there spa and bathhouse usage available? If so, how will it be conducted?
A23. Maximum capacity is determined in spa and bathhouse areas, and reservation system will be conducted.

Q24. Will the kids club be open?
A24. They provide service according to hygiene and health rules stated in conditions and principles determined by Ministry of Family, Labor and Social Services.

Q25. What kind of measures is taken in kids club?
A25. Maximum capacities are determined in mini clubs and a layout is provided according to social distance rule, and information notes are posted; the activities are planned to be conducted in outside. Activities are taken into plan as hygiene subjects and hand washing and disinfection.

Q26. Is there a ventilation system in closed pool area?
A26. We have ventilation systems in our closed pool areas. We do not plan to open them for the moment, however if we open those areas, capacity will be determined and entries will be available with a reservation system. 

Q27. How will the beach be used?
A27. Lounge chair layout is determined according to social distance rules and there are warning posts available stating that places of lounge chairs should not be changed. Hand disinfection units are placed in visible areas where the guests can access in beach entrance areas. Authorized personnel carry out cleaning and disinfection procedures of lounge chairs before and after each guest.

Q28. Will there be any restrictions on animation activities?
A28. Yes. Some party and sports activities in the past will not be done according to Covid-19 measures. All kinds of sports activities such as volleyball, basketball, football, water polo (etc.), which disrupt the social distance rule, are not provided.

Board games such as card games, backgammon and so on (etc.), are also not recommended to be played in common areas as they disrupt the social distance rule.

Q29. Will there be an open buffet?
A29. Glass visor is installed in all open buffets and the service will be made by authorized personnel.

Q30. Will there be any personnel assigned at buffets?
A30. Service will be provided by authorized personnel.

Q31. Will there be self-service?
A31. Our authorized personnel will provide service to our guests for the purpose of providing a safe and healthy vacation with minimum contact.

Q32. What type of measures is taken to decrease the density in restaurants?
A32. Capacities are determined according to social distance rule, and necessary warning and notifications are made.

Q33. Is cloth napkin used in restaurants?
A33. Single use paper napkins provided in hygienic packages are used in our restaurant.

** Dear guests, even if maximum effort has been made and necessary precautions have been taken regarding your health, it is not possible to keep all guests under control, as you may appreciate. Therefore, our kindly request is that you should never forget that your own health is primarily under your control. You need to follow all precaution taken, especially our social distance rules.


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Membership Questions


Membership Questions

Q1. Should I become a member for booking?
A1. No. You can book a room without becoming a member to our website.

Q2. What are the advantages of membership?
A2. After, becoming a member, you can easily access discounted prices and special offers.

Q3. I made a booking without becoming a member. Can I get a discount for that booking by becoming a member?
A3. Unfortunately, it is impossible. No discount can be applied after booking confirmation.

Q4. Should I make a booking every year to continue my advantage?
A4. No. You it is not necessary.

Q5. Is it sufficient for me to access advantages just by becoming a member?
A5. Yes, after becoming a member, special discounts and loyal guest discounts are identified in the system.

Q6. I am a long-term guest of Delphin hotels. Does it provide me any extra advantage?
A6. Yes. Within 48 hours after becoming a member, long-term guest discount is reflected in the system.

Q7. Can I make a booking in other's name through my membership?
A7. No. Every membership is personal; therefore, the member must stay personally. He can take advantage from discounts and other advantages for people and rooms to stay with him/her.

Q8. I will stay in Delphin hotels for the first time. Does membership provide any advantage for me?
A8. Yes. After, becoming a member and complete your membership details, you can access our special offers.

Q9. Forgot my password, what should I do?
A9. You can conduct your process by clicking on the "forgot my password" link from the member logon page.

Q10. How can I change my password?
A10. You can send an e-mail to help@delphinhotel.com through your e-mail registered in the system.

Q11. I cannot change my personal details. What should I do?
A11. Profile details cannot be changed after confirmed by the user to ensure security and prevent abuse. For changing them, you can send an e-mail to help@delphinhotel.com through your e-mail registered in the system.

Q12. I do not want to receive any add and offer mails. What should I do?
A12. You should approve the cookies from our website. Also, after logging in, you should remove the tick in the promotion checkbox in your "Profile Details" page on the menu.

Q13. Can I permanently delete my membership?
A13. Yes. You can send an e-mail to help@delphinhotel.com from your registered e-mail in the system to permanently delete your membership. All details and advantages of your profile will be permanently deleted.


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Hotel Questions


Hotel Questions

Q1. Distance from the airport to the hotel?
A1. Lara facilities are about 10 km to Antalya International Airport while Alanya facilities are 90 km to there.

Q2. Transfer service between the airport and hotel? 
A2. You can add paid transfer service between the airport and the hotel during your booking through our website or call center.

Q3. What is the distance of the closest settlement to the hotel?
A3. Lara facilities are about 15 km to Antalya city center while Alanya facilities are about 30 km to Side or Alanya center.

Q4. Access to city center?
A4. All our facilities have free service to close centers. You should have a reservation 1 day before to get this service. Also, you can access anywhere from our facilities by bus, shared taxi or taxi.

Q5. What are the Check-in and check-out hours?
A5. Room check-in time of our facilities is 14:00. Check-out time is before noon 12:00.

Q6. I will arrive to the airport early. Can I check in before the scheduled time?
A6. Our front desk staff will try to help you for free or for a free based on availability. Room check-in time of our facilities is 14:00.

Q7. Can I check-out late as my return flight at a late hour?
A7. Our front desk staff will try to help you for free or for a free based on availability. Check-out time is before noon 12:00.

Q8. Is there any luggage room where we can leave our luggage in the check-out date?
A8. There is a free luggage room in our facilities.

Q9. Can we have a free breakfast, if we check-in early?
A9. Yes. You should submit your voucher to the reception.

Q10. We will leave late in the check-out date. Can we have a free diner?
A10. Yes. You can continue using the facility after leaving your room in the check-out date.

Q11. Do you have a hotel physician and drugstore?
A11. We have a healthcare professional in our facilities. No drugstore. You can get directions of the closest drugstore from our front desk.

Q12. Do you have a hairdresser and a market in your hotels?
A12. Yes.

Q13. Are there any stores in your hotels?
A13. Although it varies, there are a hairdresser, a market, boutique and a jeweler in our hotels.

Q14. Which languages are spoken?
A14. In addition to Turkish, German, English and Russian, in some periods, we serve in Arabic, Farsi and French.

Q15. Are pets allowed?
A15. No.

Q16. Smoking in restaurants, bars and rooms?
A16. It is forbidden to smoke in indoor spaces in accordance with the Turkish laws. Smoke-free outdoor spaces are used for smoking.

Q17. Can we use other Delphin hotels during our stay?
A17. You can visit other Delphin hotels during visiting hours. You cannot use the food & beverage and other means of these facilities.

Q18. Can I change my foreign currency?
A18. Our facilities do not change any foreign currency. You can get directions of the closest exchange office from our front desk.


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Concept Questions


Concept Questions

Q1. What is the most appropriate season for your hotel?
A1. Delphin Imperial and Delphin Be Grand Resort facilities serve 12 months. Other facilities mostly serve in April-October term by slight differences. There is a sunny and hot climate in Antalya during June-July-August and September.

Q2. What is Ultra All-Inclusive concept? Do you have other concepts?
A2. You can see concept details of our facilities through "General" tab of each facility. Botanik Platinum and Botanik Hotel have All-Inclusive concept. Other facilities have Ultra All-Inclusive concept.

Q3. What are paid services?
A3. Details are available in "General" tab of each facility.

Q4. What are the summer and winter concepts of the hotel?
A4. In summer concept, there is diversity of services including outdoor services. Details are available in "General" tab of each facility.

Q5. Water sports? Free or for a fee?
A5. There are independent firms providing water sports services on the beach of our facility. They serve for a fee.

Q6. Is there a free parking lot in your hotel?
A6. Our facilities have free parking lots.

Q7. What are the sports and activities of your facilities?
A7. Despite they very, tennis, ping-pong, darts, billiard’s, bowling, step, gymnastics, water gymnastics, aerobic and etc. are available.

Q8. Is there any trainer in fitness centers?
A8. In fitness centers of our facilities, our guests train with trainers/instructors. Times and days may vary.

Q9. What are the paid and free spa services?
A9. There are independent firms providing Spa center services in all our facilities. You can see details from "Spa Center" tab of all our facilities.

Q10. Are there any funfair and aquapark in your facility?
A10. Yes. Services dates and times vary.

*The Ferris Wheel and Gondola will not be opened for 2020 Summer Season.​

Q11. Laundry service? Free or for a fee?
A11. Our facilities provide laundry services for a fee.

Q12. Can we organize celebrations for special days?
A12. Wedding, engagement and etc. large organizations are not held in our facilities. On the other hand, our public relations department help you with your special table and free A'la Carte Restaurant requests for your dinners.


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Booking And Payment Questions


Booking And Payment Questions

Q1. How can make a booking?
A1. You can make a booking through our call center or official website. You must become a member to take advantage from opportunities and advantages.

Q2. How can I cancel or change my booking?
A2. As, cancellation procedures vary, you can change or cancel your booking through the link in your booking confirmation.

Q3. Unsuccessful payment while booking through your official website. What should I do?
A3. You can pay by Visa or Master Card. Payment problems are mainly based on your Bank. You can send an e-mail to websales@delphinhotel.com for your payment related problems.

Q4. How can I access my current booking?
A4. If, you are a member, you can access all your bookings from "My Bookings" tab on the Menu. In any case, a booking mail is sent to your e-mail.

Q5. I have not received a booking confirmation mail. What should I do?
A5. Please, check your spam folder of your mail box. If, your e-mail is wrong or under any circumstance, you can send an e-mail to websales@delphinhotel.com.

Q6. How can I submit a special request for my booking?
A6. While, making your booking, you can add your requests in the notes section. You can submit your requests to our call center staff while booking through our call center.

Q7. I am under 18. Can I stay without my parents?
A7. No, at least 1 guest must be over 18 to stay.

Q8. Do you have any discount for booking for multiple rooms?
A8. Yes. You can see the group discount details from our offers page.

Q9. I am a hotel or agency employee. Can I get additional discount?
A9. Yes. After, becoming a member, you can send an e-mail to websales@delphinhotel.com by attaching your company card and take advantage from our special offers.

Q10. How can I use the honeymoon concept? Is there a time?
A10. Our guests to stay in our hotel within 6 months upon marriage can use our honeymoon concept.

Q11. I cannot make a booking with advance payment and flexible price at the same time. What should I do?
A11. You can only make a booking for multiple rooms at the same time only through the same price type.  Only the same price type can be added to the basket.

Q12. Should I submit any document during check-in? What are they?
A12. You can check-in only with your ID or passport for bookings made through our website or call center. The booking confirmation certificate and Voucher are requested for check-in for your bookings through agencies or different channels.

Q13. If, another person pays me with his/her credit/debit card, will I experience any problem during check-in?
A13. Yes. The holder of the Credit/Debit card must stay.

Q14. Can I pay through my corporate credit card?
A14. Yes. Possible with the certificate including company details and the paper proving the position of the person to stay in that company.

Q15. Which credit cards do you accept? Any installment option? 
A15. You can pay with Visa or Master Card for your bookings through our website or call center. For payments through Turkey, Yapı Kredi Bank provides maximum 9 installments, Garanti Bank maximum 6 installments and İş Bank maximum 6 installments.

Q16. How can I trust this website? How is my credit card and private information protected?
A16. You can access cookie management from here and the Privacy Law regulation from here. Also, our website has SSL certification.

Q17. I do not have a credit card (or I do not want to use it) how can I pay? Can I pay through bank transfer?
A17. You can pay by bank transfer through our call center. Also, you can pay during check-in for your bookings done through "Flexible Price Type".

Q18. I would like to get an invoice for my booking. What should I do?
A18. You can send an e-mail to websales@delphinhotel.com with your booking number to get or form an invoice.


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Room Questions


Room Questions

Q1. Do you have any handicapped room? Access to the pools, beach and the restaurant?
A1. We have handicapped rooms with different details in all our facilities. Every location in our facilities is accessible. Handicapped rooms are not booked, we try to help you based on availability.

Q2. Wireless internet in rooms and public spaces? Free or for a fee?
A2. Wireless internet is free in everywhere in our facilities.

Q3. Is there an iron in rooms?
A3. No. We have paid laundry service.

Q4. Do rooms have carpet floors?
A4. Some rooms have carpet floors. All rooms are covered with laminated floors.

Q5. Is there any kettle, tea and coffee in the rooms?
A5. In general, most rooms have free kettle, instant tea and coffee for free.

Q6. TV broadcast?
A6. All our facilities have satellite TV.

Q7. Do you have room service? Free or for a fee?
A7. We have free and paid room services varying from hotel to hotel.

S8. Are there a hairdryer and towels in rooms?
A8. All rooms have hairdryer and towels.

Q9. Bathtup or Jacuzzi in the bathroom?
A9. Almost all facilities have shower in the rooms. Some rooms have bathtup or Jacuzzi.

Q10. Do you have rooms without balcony / do you have economy rooms?
A10. All rooms have balcony.

Q11. Do the rooms have a fridge and a stove?
A11. No.

Q12. Universal adapter? Voltage supplied to room sockets?
A12. Rooms have 220 V-50 Hz like all Turkey.

Q13. Smoking in rooms?
A13. No. It is forbidden by laws to smoke in indoor spaces.

Q14. Can I use Netflix and similar apps on the TV in the room?
A14. No.

Q15. Is there any game console, multimedia player in the rooms?
A15. No.

Q16. Do the TV in rooms has a HDMI input?
A16. Yes. At least one HDMI input is available.

Q17. Minibar? How frequently is it refreshed?
A17. All facilities have minibar for free. Refreshed on daily basis.

Q18. Any safety-deposit box in rooms? Free or for a fee?
A18. Yes. Free.

Q19. After I checked out, I realized that I had forgotten one of my belongings in the room, what should I do?
A19. You should call our facility and contact the front desk or public relations department.

Q20. Is it possible to put a crib in the room?
A20. You can request a crib during your booking. A free crib can be provided based on availability of your room.


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Restaurant And Bar Questions


Restaurant And Bar Questions

Q1. Gluten-free cuisine?
A1. Yes. Available in our open-buffet restaurants.

Q2. Diabetic foods?
A2. Yes. Available in our open-buffet restaurants.

Q3. Diet menu?
A3. Yes. Available in our open-buffet restaurants.

Q4. Freshly-squeezed fruit juices?
A4. Yes. Available in our open-buffet restaurants during breakfast. Available in our vitamin bar at various hours.

Q5. All A'la Carte restaruants are free? How many times we can use them?
A5. Yes. You should have a reservation for using our A'la Carte restaurants. Each restaurant is free for once.

Q6. All alcoholic drinks are free?
A6. Some import alcoholic drinks are for a fee.

Q7. Reservation needed for the open-buffet restaurant?
A7. No.

Q8. Baby feeding chairs?
A8. Yes.

Q9. Kid's buffet?
A9. Yes. Available in our open-buffet restaurants.

Q10. Do you have any dress code?
A10. Yes. You cannot use our open-buffet and A'la Carte restaurants with swimsuits, undershirt, shorts, slippers and etc.

Q11. Can people under 18 enter the disco?
A11. Yes, guests under 18 can enter the disco. But, alcoholic drinks are served to our guests at and over 18.


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Mini Club Questions


Mini Club Questions

Q1. Do you have a babysitter service?
A1. No.

Q2. What is the age limit for mini club?
A2. Mini club serves to our little guests from 4 to 12.

Q3. What is the mini club concept in summer?
A3. We have several indoor and outdoor activities.

Q4. What is the mini club concept in winter?
A4. We have only indoor activities.

Q5. Available languages in the Mini club?
A5. Turkish, German, English and Russian


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Pool And Beach Questions


Pool And Beach Questions

Q1. Does each hotel have its own beach?
A1. Yes. All our facilities are on the seaside and each one has its own beach.

Q2. Gravel beach? Sandy beach?
A2. Alanya’s beaches are gravel and Lara’s are sandy.

Q3. Are there sunbeds, umbrellas and towels at the beach, pools and the pier?
A3. Yes. Served for free.

Q4. Which pools are open during winter? 
A4. Delphin Imperial and Delphin Be Grand Resort have heated indoor pool and heated outdoor pool. Heated outdoor pools are open based on weather conditions.

Q5. Is there any pool for adults?
A5. There are pools for adults in some facilities during summer. In addition, animation and music broadcast are available.

Q6. Is it possible to swim in pools and sea with a burkini?
A6. Only swimsuits are allowed.

Q7. Is it possible to go in a pool with a wheelchair?
A7. There are shallow (gradually deepening) pools in some facilities.


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