Disappointing Experience at a Hotel That Claims to Be 5-Star
I recommend checking the condition of your bed immediately upon arrival.
When we entered our room, we found that the bed sheets and pillowcases were dirty. There were large yellow stains, hair, and crumbs on the bedding. Before leaving the hotel around 2:00 PM, I reported the issue to the reception desk and showed them photographs. The receptionist apologized and assured me that housekeeping would resolve the problem as soon as possible.
My wife and I returned to the hotel around 9:00 PM expecting the issue to have been fully addressed. Unfortunately, that was not the case. Housekeeping had replaced the sheet with another stained sheet, had not changed the pillowcases, and had not even made the bed properly.
We took one of the pillows downstairs and spoke with the receptionist. We were told that no manager was on duty. I showed him the pillowcase, which still had large yellow stains despite our earlier complaint. He then called the housekeeping staff member responsible for servicing the room.
The employee explained that he had only been instructed to change the sheet and that nobody had told him to replace the pillowcases. I found myself having a discussion with the housekeeping staff as though I were his supervisor. He even suggested that there was nothing wrong with the replacement sheet and that someone may have stained it after he had changed the bed.
By this point, my wife was extremely upset and wanted to cancel our reservation and move to another hotel. I was also becoming increasingly frustrated and simply asked them to find a solution. Eventually, we were offered a different room. Since cancellation was not presented as an option, we reluctantly accepted the room change.
We checked into the new room around 10:00 PM, completely stressed and exhausted by the entire situation. The lack of responsibility, communication, and accountability displayed throughout this incident was truly disappointing.
At approximately 11:00 PM, the hotel sent a complimentary fruit plate to our room. However, given our experience, I returned it.
The following morning, while checking out, the receptionist once again apologized and informed us that our complaint, along with the photographs, had been escalated to management.
However, I have little confidence that any meaningful follow-up will occur. This unfortunate experience ruined our final evening in Istanbul and left us with a very negative impression of the hotel.
This is simply not the level of service one would expect from a five-star hotel.
