Author: Fatoş KARAHASAN
Date: Jan 19, 2026
Founded in 1974 by Burhanettin Kaya, Kaya Holding has grown into a major conglomerate operating across construction, tourism, oil, energy, and beverage industries. Employing more than 5,000 people, the Group serves thousands of customers worldwide, both directly and indirectly. Kaya Holding continues to make significant investments in the tourism and construction sectors, both in Türkiye and internationally. In addition to its existing facilities in London, Kyrenia (Girne), Belek, Side, Bafra, Kartalkaya, Bursa, Bolu, İzmir, and Istanbul, the Group is preparing to open a new mixed-use complex in Ankara in the coming days, consisting of hotel and office spaces. Within Kaya Tourism, the Group operates two main segments: Kaya Palazzo Hotels & Resorts and Kaya Hotels & Resorts. Kaya Palazzo Hotels & Resorts represents the luxury segment of the portfolio, with properties located in Kartalkaya (Bolu), Belek (Antalya), Kyrenia (TRNC), and Bafra.
Last weekend, upon the invitation of Serpil Ercan, Founder of Diyalog Media, a small group of journalists visited Kaya Palazzo Ski & Mountain Resort in Kartalkaya, Bolu. During the visit, Kaya Tourism Kartalkaya Regional Manager Yusuf Avcı provided insights into the region’s tourism investments. We also held discussions with Corporate Communications Manager Gizem Gülmek, Swiss Fondue Owner Ursula Yazıcı, Corporate Communications Director Şebnem Sayakçı, Senior Corporate Communications Specialist Sena Ertem, and Corporate Communications Specialist Başak Kınıklıoğlu.
Our first question to Yusuf Avcı focused on the actions taken following last year’s tragic fire incident in Kartalkaya, one of the most popular winter tourism destinations for Ankara and Istanbul residents. Avcı stated that a total investment of EUR 50 million had been made in the facility, adding that an additional EUR 5 million investment in 2025 was allocated to equip hotel areas with state-of-the-art technology.
Let’s first talk about your safety investments. Could you elaborate on the improvements made in 2025?
Avcı emphasized that DorukKaya Ski & Mountain Resort and Kaya Palazzo Ski & Mountain Resort Kartalkaya—among Türkiye’s first ski resorts—are not merely winter hotels. “We operate with a long-term and scalable business model,” he noted. “At both of our hotels, we already had safety standards in place that fully complied with all regulatory requirements. Following the incidents that occurred last season, we reassessed these standards at both properties and made additional investments to further enhance them.
What changes did these investments bring?
Our existing fire safety infrastructure covers a wide range of systems, including smart detection technologies, automatic sprinkler systems, emergency guidance and evacuation signage, as well as fire-resistant structural components. All architectural elements in our guest rooms—from curtains and carpets to doors and furniture—are made of non-combustible materials. Our fire escape staircases and alarm systems have been designed in line with the most advanced safety concepts. All implementations have been carried out in compliance with the Regulation on the Protection of Buildings from Fire and have been executed in cooperation with certified service providers. In 2025, our facilities were audited by independent organizations based in Germany and Austria, and our systems were documented and certified through internationally recognized certifications. In line with these audits, we further modernized and upgraded our safety infrastructure.
Beyond internal hotel safety, ski slopes and lift systems are equally critical. What infrastructure investments have you made across your facilities?
Our approach to safety has never been limited solely to the hotel premises. For example, when skiers move outside designated ski areas, they encounter informative warning signage clearly indicating that they have entered an unsafe zone. By pressing the numbered emergency button on these signs, gendarmerie units are dispatched to the location and arrive within a maximum of five minutes. As a result, incidents such as guests getting lost in Kartalkaya are effectively eliminated. Ensuring slope safety is not limited to physical measures alone. Technological infrastructure is also a core component of this system.
What does your technological investment include?
Even under foggy weather conditions, our slopes are equipped with an active signaling system that enables guests to ski safely. Thanks to this system, skiers can reach the end of the slopes securely and without disruption.
What is the current status of your ski infrastructure?”
“I can confidently say that our ski slopes rank at a high level both in terms of length and operational standards. In total, we operate approximately 25 kilometers of ski slopes. With 13 slopes and 7 mechanical lift systems, we provide uninterrupted service 24/7. Our mechanical facilities are regularly inspected by the relevant public authorities, and all required permits and certifications are fully in place.
How do you ensure lift safety?
Throughout the season, our slopes undergo continuous maintenance by professional technical teams. We operate across approximately 1.5 million square meters of ski terrain, offering 15 slopes with varying difficulty levels and a total of 9 lift systems. Thanks to our Leitner-brand lift infrastructure—used in Türkiye for the first time—our guests can access the slopes directly and safely.
Let’s also talk about the facility itself. You opened in 2011. Despite the 15 years that have passed, the hotel still appears as if it has just opened. How do you achieve this?
We continuously invest in our guest rooms, restaurants, and common areas. Delivering premium hospitality requires close attention to detail. For example, last year we replaced all beds throughout the property. From bed linens and towels to carpets and furnishings, we ensure that every material used meets the highest quality standards. Beyond our architectural design and the premium guest experience we offer, we also differentiate ourselves through our human resources management approach and our holistic operational model.
How many people are employed at your facilities?
Across DorukKaya Ski & Mountain Resort and Kaya Palazzo Ski & Mountain Resort in the Kartalkaya destination, we provide employment for approximately 800 people.
During weekdays, depending on occupancy levels, we are able to allocate up to two staff members per guest. On weekends, this ratio becomes even more pronounced, with at least one dedicated staff member assigned to each guest. This is one of the core indicators of our service philosophy.
How is your workforce structured?
Approximately 200 members of our team consist of ski instructors, slope and equipment operations teams, and specialized professionals working in rental and operational units. We manage our human resources with a strategic, group-wide planning approach.
How does this approach work?
We operate with a core workforce of approximately 600 permanent staff members.” “Our teams operate across different properties throughout the year in line with Kaya Hotels & Resorts’ 12-month sustainable tourism strategy. For example, teams working in Kartalkaya during the winter season continue their assignments at our hotels in Belek, Side, and Kyrenia during the summer months. This approach enables us to maintain consistent service standards while retaining our qualified workforce over the long term.
It is a highly valuable operational model. Experience remains within the organization, and employee satisfaction increases as a result.
Yes, retaining our employees is not only an operational advantage; it also strengthens our corporate memory and ensures long-term brand continuity.
In this way, our service quality is not affected by seasonal fluctuations. For us, it is essential that our guests experience the same level of quality across all destinations. As our knowledge base and expertise grow, both service quality and employee engagement continue to rise.
How do you ensure employee satisfaction?
We believe that employee satisfaction is a prerequisite for guest satisfaction. To create a safe, respectful, and inclusive working environment, we place strong emphasis on internal audits and structured feedback mechanisms. We regularly monitor not only working conditions, but also accommodation standards, catering services, and overall staff safety. Through internal surveys, we closely track key indicators such as workplace harassment (“mobbing”), perceptions of fairness, food quality, and the hygiene standards of staff housing. Ensuring a safe and supportive working environment for our female employees is one of our top priorities.
Does employee satisfaction translate into guest satisfaction?
The trust placed in the Kaya brand is no coincidence. When employee satisfaction is high, this directly reflects on guest satisfaction. The consistently high occupancy rates and strong guest loyalty achieved by Kaya hotels over the years are the result of this people-centered approach. We do not view Kartalkaya solely as a winter tourism destination. A significant portion of domestic and international guests who experience our service quality at Kaya Palazzo hotels in Antalya and Cyprus choose Kartalkaya during the winter season. This demonstrates that we have built a strong brand structure capable of generating cross-destination demand. We do not establish one-time holiday relationships with our guests. The brand experience that begins in summer continues in Kartalkaya during the winter season. This creates predictable occupancy levels across the Group, a sustainable revenue structure, and strong long-term brand value.
How is the room segmentation structured at the hotel?
We have carefully designed our property to meet the expectations of diverse guest profiles. With our direct ski-in/ski-out access system and family-friendly infrastructure designed to enhance children’s experiences throughout the day, we rank among the top choices for families planning winter holidays.”
“In terms of accommodation, we offer a wide range of options including Superior Rooms and Deluxe Rooms designed with modern alpine architecture, as well as Junior Suites, Deluxe Suites, Grand Suites, and King Suites. Our room categories do not differ solely in terms of square footage; they also deliver distinct guest experiences. For example, our suite categories play a significant role in encouraging longer stays.
Why are Palazzo Luxury Chalets so popular?
Palazzo Luxury Chalets are fully personalized accommodation products designed for guests seeking extended stays and premium private services. Privacy, comfort, and superior service standards are integrated into a seamless luxury experience. Each chalet spans approximately 400 square meters and offers exclusive ski slopes, 24-hour butler service, private chairlift access, and dedicated shuttle services.
Do you welcome international guests in Kartalkaya?
Yes, our international guests show strong interest not only in our suite categories but also in our Palazzo Luxury Chalets.
What does this diversified product portfolio provide for your brand?
We position Kaya Palazzo Kartalkaya not merely as a ski hotel, but as a long-term value-generating platform for Türkiye’s winter tourism industry, driven by strong human capital management, continuous safety investments, brand synergy, and international guest loyalty. Thanks to our diversified accommodation portfolio, Kaya Palazzo Kartalkaya has become a benchmark not only in the luxury segment, but also in terms of strategic brand positioning within the Turkish hospitality market.
How do you manage your food and beverage operations?
At Kaya Palazzo Ski & Mountain Resort, we aim to contribute to the global promotion of Turkish gastronomy by featuring regional flavors across our restaurants and buffet offerings. Within the scope of sustainable tourism, we consider it our responsibility to showcase our cultural heritage and present it to our guests at the highest quality standards. In line with this approach, environmental impact and compliance with environmental regulations are key criteria in our production and procurement processes. Among our 81 contracted suppliers, 26 are based in the Bolu region. Increasing the number of local suppliers and supporting regional producers remains one of our strategic priorities.
What is the diversity of your restaurant concepts?
In addition to the internationally renowned Swiss Fondue restaurant located within the hotel, we proudly operate Palazzo Lounge—Türkiye’s first hotel-integrated independent lounge concept and Kartalkaya’s primary social hub. Serving as an ideal stop for ski breaks during the day, Palazzo Lounge transforms into a refined and relaxed dining destination in the evenings. Guests can enjoy an all-day gastronomic journey featuring Yada Sushi, Serafina, Develi, and Palazzo Steak House within the Palazzo Lounge concept.”
What is the current status of your sustainability investments?
“We hold an official Sustainable Tourism Certification and fully comply with all applicable laws, regulations, and statutory requirements currently in force. As Kaya Palazzo Ski & Mountain Resort, we are committed to setting an example and assuming a leadership role in environmental protection and sustainability within the regions in which we operate. Guided by the social responsibility values embedded in our brand, we consider it our duty to raise awareness and promote responsible practices among our employees, guests, suppliers, and local communities.
What actions are you taking to reduce your environmental impact?
We continuously monitor and measure our environmental management performance. These data points are tracked against predefined targets, allowing us to systematically improve our sustainability performance. Without compromising quality, we prioritize the procurement of materials labeled as “recyclable” and “environmentally friendly,” thereby contributing to environmental preservation. By preventing environmental pollution, we implement solutions that enable a significant portion of our waste to be recovered through recycling. Our waste is efficiently separated at source according to type, category, and hazard classification. We place strong emphasis on the efficient use of water, energy, and all natural resources. This environmental responsibility is actively shared with our employees, guests, and suppliers. Believing in the importance of continuous education, we collaborate with local authorities on environmental protection initiatives and sustainability-focused projects.”