Jess L
15 września 2024 r.
My holiday was completely ruined by the hotel, starting with a terrible and stressful check-in experience. We had to change our booking dates due to personal reasons, and everything had been confirmed by the hotel via email. After leaving home at midnight and catching a 6 AM flight, we arrived at the hotel around 3:30 PM, only to be told there was no booking under my name. Panicked, we asked them to double-check, as we had an email confirmation. We waited for two hours without any assistance or updates from the staff. Frustrated, I contacted *******, who confirmed that the hotel had indeed provided confirmation, but the hotel refused to acknowledge this. After an hour-long call with ******* (which cost me £162), the hotel still denied any responsibility for failing to update their system. ******* advised us to rebook the room and promised a refund after they investigated and retrieved the recorded conversation between the hotel and themselves, as the hotel clearly refused to take accountability. The staff were incredibly unprofessional, speaking in Turkish and giving us looks, all while ignoring our concerns. One by one, they would come to the reception, speak amongst themselves in Turkish, and continue to dismiss us without offering any updates or an apology for the inconvenience. This is not a five-star hotel when the service doesn’t match the price you pay. They LACK customer service, empathy, and professionalism – truly disappointing. WHAT A SHAME! Now I wish I had recorded all of these experience as a proof and put it out for the world to see. Thats an L on my side!
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