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Customer feedback in relation to Coronavirus
Showing our commitment on providing first class customer service throughout the Pandemic

Just received the full refund, on behalf of the whole of my society a huge thank you to Bilyana. With such horror stories being circulated about how holiday companies are treating their customers, the integrity you have shown in dealing with this in such a timely manner is exceptional customer service. It’s how you get customers to stay loyal and return to book again. Please pass this message on to your management team.

Thanks to you too for sorting our cancelled trip, refund and of course next year’s trip (touch wood). Be in touch soon.

Stay safe and thanks again , Chris

I just wanted to send you a quick email to thank you and Bilyana for the service you provided to me and our group with regards to our refund. I know it’s been really difficult for you and the way you dealt with this was fantastic. We have always had a great service from Bilyana and it just goes to show even in unprecedented times that continues. Be sure that when everything gets back to normal we will be booking with Bilyana again and I will certainly be championing your company with all my golf friends. Take care it yourselves and stay safe.


Thank you and all the staff at Bilyana. You are truly a wonderful company and you have worked so hard to firstly organise our long looked forward to golfing holiday in Belek and then professionally dealing with the ramifications of Covid-19 and reimbursing us in full.

We very much look forward to booking our next golfing trip with you in early course.

In the meantime, I hope you have a well earned Easter break and we wish you all a very Happy Easter.

With many, many thanks

As mentioned, perhaps I could comment on our holiday booked through yourselves this year;

Due to Covid 19 restrictions, our holiday originally booked for April 2020 was re-scheduled for Sept/Oct 2020. Bilyana offered a full range of alternatives to this e.g. full refund, postponing until 2021 etc without any restrictions and in fact obtained a reduction in cost for the new date. Subsequently the original hotel we booked (Kempinski) did not re-open for the Summer, but Bilyana were able to arrange an excellent alternative choice (Kaya Pallazzio)
Our holiday was excellent in all respects - weather, golf, hotel, food, transport. In addition, our heath and safety was protected by strict measures against Covid 19 infection - masks, social distancing, temperature checks etc.
We were upgraded from a Superior Room to a Suite, all golf courses were in excellent condition and almost empty and all transport arranged by Bilyana was on time and in good quality vehicles.
In common with many hotels in Belek, there were numerous Russian families also staying in the hotel and some evidence of behaviour not normal to ourselves. However, this did not detract from our own enjoyment.
We have booked for 2021 and hope to repeat the excellent experience of 2020.

I hope you can use these comments in support of your travel business.


I very much appreciate what you have done for us in ensuring that we have received a full refund

for our holiday to Belek in April which unfortunately was cancelled.

You in particular and Bilyana in general have been excellent and professional in all the dealings I have had with you

and if, hopefully, we return to Belek or another overseas destination in the future, then we would have no hesitation in booking

through Biyana again and also recommending your company.

Take care and hope we will be in contact again before too long.



Delighted to hear that things are going well. You thoroughly deserve the loyalty that people have shown. It just shows what a fantastic job you do


Good afternoon Nick. Once again I hope you all are well.
A brief but sincere thank you for organising our refund in such a prompt and painless manner.
I’ve now distributed to everyone and they are amazed, also grateful to you in what are undoubtedly very difficult circumstances.
We all really appreciate your efforts and look forward to dealing with you again in the future.
All the very best.


Pleased to advise we have received a refund for what I believe is the hotel element of the package. We look forward to the flight refund in due course.

Our many thanks for your professional and efficient efforts so far on all this. Difficult times for all.

We wish you a happy Easter. The big decision here is where do we go for Easter, lounge, dining room etc??

Keep safe, keep well
regards Robert and Gay Carr

I hope you are doing well and back in business. First of all let me add to the compliments I have read on how Bilyana dealt with those of us that had booked and paid for trips in March. The service was first class. Unlike many other operators there was never any question that a refund would be provided and we are all extremely grateful for the manner you and your team dealt with what must have been such a difficult situation. Thank you from all of us.

With very best wishes

Nick just a big thank you from me and my lads, from refunding us for this years trip with the global pandemic to re booking us next year with several date changes and courses etc, throughout the whole process the communication has been excellent and I can’t thankyou and Bilyana enough, hopefully we will actually make it next year, have a great weekend.

Just a quick email to congratulate you on your handling of this coronavirus outbrake. Unfortunately I was not in a position to travel to Belek this year, but I have used your company many times in the past both as a group leader and member and so it comes as no surprise to me how you guys have handled this horrible situation and I can tell you that your efforts have not gone unnoticed among the travelling British golfing fraternity. With some horrible stories of company bullying amongst your competitors I am sure your efforts will pay dividends in the coming months and years, on a personal level I can't wait to get back out not only on our own courses, but to get the troops mustered for our Turkey trip next year, good luck and best wishes, speak soon,


Absolutely no reason not to book with you, your service has always been first class both here and in Turkey.

Hugh N

Many thanks for the refund . Excellent customer service and we look forward to booking with you again soon.

Best regards
Colin 07/11/20

We would like to thank you and all the staff at Bilyana who have dealt with this crisis in a commendable manner. There is no doubt that when we can safely travel again, Bilyana will be our choice for our next golf holiday. Our deepest gratitude from our group.

Best wishes

Yes, everyone here is doing well thanks. There has never been so much gardening and fence painting, though not quite finished yet, I’m sure herself will have more for me to do when I finish this lot. Thank you very much for all of your hard work over the past few weeks it is hugely appreciated.

You can count on hearing from me as soon as we can get back to normal. In the meantime please stay safe and well.

I will advise when the money has arrived into my account.

Very kindest regards

Just checked messages after a spot of gardening and I can confirm the money is back in my account.

Big thanks to you and your colleagues at Bilyana Golf for making this quite simple and your efforts are much appreciated

You’ll be hearing from us soon to get something sorted for the next trip. ….. once we get the all clear to start planning ahead of course !

Thanks once again

thank you very much for your mail confirming a full refund. As usual with Bilyana everything you do is completely professional. We will not be looking to book a holiday this year because of the uncertainty around the Covid 19 pandemic, however we will be in touch for next June to book our trip.
I hope all of you over there stay safe and well and look forward to dealing with you again as soon as this is over.


Refund received in full. We will definitely contact you and rebook when all this is over. I have shown our appreciation of your service on FB and we will make it known at all of our Golf Clubs and beyond aboutbthe quality of service you have provided from the first day of our enquiry, through booking right up to this unfortunate cancellation. I can assure you that some of our friends have not had the same treatment from some of your competitors and will be paying attention to this for future bookings. If you need any testimonials or endorsements for your quality of service please do not hesitate to contact me.

Ian Hutton

yes we are well thankfully. Likewise please stay safe & look after yourself.

Thank you so much.
We are already researching your website in anticipation. Rest assured we will be back to you as soon as we can.

Thanks again.
Kind Regards
Brian & Sue

I appreciate all your teams efforts. I know it's a very difficult situation just now. We have only ever had positive experiences booking through Bilyana Golf and this was not any different.

I look forward to hearing from you in due course.

Best regards

We’ll definitely be making our next booking with Bilyana next time.
All I’m seeing through social media at the moment is people being told to claim from their insurance as they won’t be getting a refund.

So glad we booked with you!


Just to let you know our refund has been received and I have to say your attention to this matter has faultless. I understand that you must be under a lot of pressure during this time.
We have heard such nightmare stories from friends who booked with other agencies.

Rest assured we will certainly be using Bilyana in future.

Kind Regards

I just wanted to thank you personally, and all the team at Bilyana Golf for the exceptional service and professionalism you have shown during this very difficult time. Thank you for refunding our money in full after our holiday had to be cancelled. (Especially as not all companies are doing this.)

Our group were so disappointed not to be going out to Turkey this week, as our last holiday with Bilyana last year was the best we’d had, everything worked perfectly from the initial booking to the pickups (always on time) and drop offs at the various golf courses. I have to say the buses were immaculate too.

We’re all looking forward to booking again as soon as things are open and we’ll definitely be using Bilyana Golf.
Thanks again for your professional and pleasant manner at a time that must be quite depressing for you as well.

Kind Regards

Sorry for the delay in getting back to you it's just that we were trying to decide our best course of action going forward. I would be looking for a full refund please. I would hope that once this is all over and things return to some sort of normality that we will be able to look into going to Turkey in 2021. And I won't hesitate to book that trip with Bilyana as I've always found it to be 1st class, but until we all have some certainty I would like to be refunded. Thanks for your help and stay safe.


Thanks for all your help again in dealing with this, you are a credit to the company and are deserving of a mega bonus when this mess in the country and the world is sorted out.
Will hear from you soon re flights for 2021 from either Bristol or Gatwick.

Best wishes

I am so impressed by the professionalism and integrity that you have demonstrated.
As soon as the restrictions are lifted we will be back in contact with you to set up our golfing break.


Just a line to thank you so very much for all the help you have given me in securing the total monies for our group .
You have been most professional and you are a credit to:your company .
I do hope we will be able to contact you again to book another golf holiday , once restrictions are lifted .
In the meantime , keep well and safe and many thanks once again Kind regards Peter Keller


Our thanks to Bilyana Golf for the payment of the full refund for the cancelled golf holiday to turkey for our group of eight, which we recieved as promised on the 7th May. Yet another example of the excellent service we have had from Bilyana over the last ten years of annual golf trips to Turkey! We would not hesitate to give the highest recommendation possible to Bilyana in respect of the services provided to customers across all aspects of the holidays we have enjoyed with them.

Best Regards,

Hi Levant I hope you are all keeping safe and well over there? I just thought I would mail you again regarding the unfortunate cancellation of our holiday which would have been in 8 days’ time!!!!!!!!!!!!!!!!!. Can I firstly say I have always thought your company was highly professional in organising our past trips but you have excelled in the way you have handled the cancellation of our 2020 trip, all monies refunded with no hassle. As always you have been an absolute pleasure to deal with keeping us up to date at all times, and rest assured I will be booking with you and your company for next year’s holiday!!!!!!
Please pass on my sincere thanks to everyone involved for their hard work and dedication and I will be in touch as soon as next years flights are organised for June 2021,

Stay safe,

That’s great. Thank you for the confirmation. That’s everything sorted now - just eleven months to count down now it’ll be go!! We’ll pay the outstanding balance when it’s due.

Damla, thank you for your efficiency and patience whilst rearranging this for us. It’s appreciated by all in my group. Can you send me your line managers email address or forward this email onto them so they know how great you have been getting this package sorted out to everyone’s satisfaction. People are all too quick to moan or complain about customer service, I think it’s just as important to acknowledge when it’s done very well. Thank you.

In the meantime, take care and stay safe in these difficult and unique times.

Hopefully we’ll all be back golfing soon.

Kind regards

I have got hundreds of mail from Bilyana Friends about how you have handled this …You will find some of them below…
Many of them will come back… as soon as this Corona is over…
Take care and have a nice weekend..

Please could you forward this to your manager.

I wanted to pass on the first class service that Damla has given to me.

We have had a lot of issue to resolve, and Damla has alway given excellent feedback and alway willing to offer help advice and then resolved everything for us.
I’m in the customer service sector, this has been a first class experience of excellent service thank you Damla.

Kind Regards

Hej Monkan
Stort tack och bra jobbat och naturligtvis stort tack till Bilyana.
Vi hoppas att möjligheterna gör att vi kan åter resa till Belek som ju är en av våra stora favorit platser.
Hur går det annars för er, har ni klarat er från Corona och andra sjukdomar.
Hoppas vi kan träffas under sommaren.

Kanske blir det en golfresa redan till hösten?
Vem skall vi då åka med, jo just Bilyana!! Hälsa dom det!
Annars blir det i början av april 2021 då våra voucher hos Norweigan gäller 12 månader.
Det blir nog många kramar du får, när vi ses nästa gång!

Kanske blir det en golfresa redan till hösten?
Vem skall vi då åka med, jo just Bilyana!! Hälsa dom det!
Annars blir det i början av april 2021 då våra voucher hos Norweigan gäller 12 månader.
Det blir nog många kramar du får, när vi ses nästa gång!

Per A

Denna typ av hantering från er sida är fantastisk och relationsbyggande. Hoppas vi åker med Bilyana så snart Corona blåst över, när det nu sker. Ha det bra.

Med vänlig hälsning,

Anders H/Blocket

Tack så mycket, suveränt jobbat :)
Vi hörs säkert till hösten antingen genom Trym eller så kommer jag boka själv.

Ha nu en underbar sommar.


Javisst är detta uppskattat ! Helt utan påminnelse eller bråk kommer dessa förskott / bokningsbekräftelser tillbaka.
Det kallar jag verkligen för speciell uppmärksam service !

Vi kommer säkerligen tillbaka när alla begränsningar försvunnit

Vi önskar också DIG en härlig Vår och Sommar, varhelst vi kommer vara

Med bästa hälsningar,

Pengarna finns nu på mitt konto.

Stort tack för hjälpen!