I stayed for a layover of 3 days in Istanbul and unfortunately had a very disappointing experience with this hotel. I had booked a Deluxe room with breakfast included, but on arrival was given a Standard room with no breakfast. The photos and description on the hotel's own website (and even their WhatsApp) did not match the actual room provided.
When I raised this with reception, I was first told the room was Standard and breakfast wasn't included ("no problem, you can buy it, it's not expensive"). On a second visit, staff suddenly claimed the room was actually Deluxe and breakfast was included — yet nothing about the room itself had changed, and the photos still didn't match reality. You can see on the picture, they say this is a deluxe room , also there is not even a normal chair that I needed for work, the room is tiny.
There was also poor communication between the hotel and support team: I was told to wait for a resolution from support, while the hotel claimed they'd received no complaint at all. A refund was refused on the grounds that the room might not be resold otherwise — which isn't something a guest should have to bear, especially since the room was still listed as available after I checked out.
In the end, I rebooked at another hotel nearby, which turned out to be the right decision — the difference in service was night and day. I appreciate that the platform stepped in and resolved this fairly, but I'd think twice about this hotel specifically.
