Swan Deluxe 1890 Otel

We booked and paid through the website on March 10th for a penthouse during the herb festival on April 19-20th. When we arrived, the owner, Pamir, said the system had assigned her another room. The penthouse we had paid for was given to a couple who booked on March 18th, and a room without a balcony had been set aside for us. We turned that down, and fortunately she arranged a balcony room instead. But it was in another facility, 200 meters from the main building, inside a shopping center, so we had to walk there with our luggage. Things seemed okay until we found the room problems. The air conditioner showed an E7 error and didn't work, and nobody checked it. What would happen in the middle of summer? There was no hair dryer or soap. The door used a key because the electronic card didn't work, and the hub lock was broken. We waited half an hour for the door to be fixed. The smart TV had no ADSL connection and couldn't pick up channels. I spent an hour trying to set it up, but only three channels came in. It felt as though the building had been borrowed for the three-day festival, and the only thing that worked was the hot water. We understood there might have been a system error with the room type, but if a hotel doesn't even know its air conditioning is broken, we won't choose it again.

The room situation was a mess from the start. We’d booked a terrace room with three separate beds, but when we arrived at 6 pm it still hadn’t been cleaned, and inside we found just one double bed. Staff offered to bring an extra bed after we pointed out it wasn’t our room. We declined, then realized staff had been using the room with its separate bed and terrace. They left, but we waited an hour before we could get back in, and even then the cleaning lady had to stay while we were there, so we couldn’t shower. There wasn’t even a glass of water, and the toilet tap was broken. Service was zero. I wouldn’t pick this place again.

Our holiday was miserable, and we couldn’t find anyone who would properly address what happened. The bed had a mark that looked like a urine stain, yet they offered no cleaning or room change. We raised our requests several times, but they were brushed aside. They refused a refund, using the holiday period as the reason, which felt like a disregard for guests’ rights. Saying they had tried to help didn’t solve anything. I’m leaving this here so others don’t face the same disappointment. I’ll never stay here again.

The bed smelled like urine. They took the money and said they’d clean the room, but never did. The hygiene was the worst I’ve ever encountered, and there was no one available to complain to. I wouldn’t want anyone else to go through this. The service was appalling, so don’t even consider this hotel.