Hilton Garden Inn Erzurum

My room was still cold for the rest of my stay, and nobody checked whether the problem had been fixed. The heating in room 1336 stayed around 18.5 degrees during the snowy, freezing days from 30 December 2025 to 3 January 2026. I travel often for work and personally, and don't usually write reviews over minor things, but the staff's response made this a terrible stay. I was snowboarding at Palandoken all day and checked in late, so I didn't notice the cold until bedtime on the first night. The next morning I asked the front desk to check the heating while I was out. Nothing had changed when I returned. I called, was told someone would come, then asked again before going to dinner about an hour later. Near midnight, someone had apparently been in the room and closed the curtains, but the heater still wasn't working. I called again. No one came, so about half an hour later I asked them to send a heater. Again they said yes, but nobody arrived. When I called once more, they said they'd checked and had no heater, without bothering to tell me. I asked for an extra blanket instead. About 20 minutes later, a man brought one without a quilt cover, something I've never encountered at a hotel before. I went down to explain the whole situation and complain. They apologized and sent a technician, who changed the filter at 1 a.m. and left. It made no difference. The breakfast was also below what I'd expect from a five-star hotel: some food was stale or old, and the staff-cooked dishes tasted bad. There was no bellboy, the staff were lousy and careless, and nobody looked after the car park on snowy days. For what it costs, this place doesn't deserve the price or deliver a five-star stay. I visit Erzurum every year, sometimes a couple of times, to snowboard. I can assure you there are hotels with much better service for less money, so you can avoid this kind of poor service.

The tea was amazing, the facilities were great, and everyone on staff was really friendly. We had an excellent stay.

After 65 days travelling through 6 countries and more than 20 cities, the Hilton Garden Inn Erzurum was easily the worst hotel of our trip. We stayed twice, for one night each time. The second visit was 50 days after the first, and we couldn't find another clean place to stay in Erzurum. On our first visit, no one at reception spoke English. We waited a long time for someone who could. Then I found a large ball of hair placed between the towels when I went to shower. The hotel sent a plate of fruit to make up for it, which hardly seemed enough for such a shocking mistake. The second stay was worse. At check-in, I gave reception items from my refrigerator and clearly asked them to keep the frozen goods separate from the things that only needed chilling. They mixed them up, and I lost more than €400 worth of chocolate. The TV had no internet either. The only English-speaking staff member sent two men to the room. They smelled strongly of sweat and had dirty shoes. They stood by the bed and told me to use my own phone hotspot if I wanted internet on the TV. Dinner at the buffet was shocking: there was almost no food, and what little remained was very poor quality. The lentil soup looked stale, with dried residue on the warmer bowl. The next morning, I saw the exact same soup, unchanged. My wife and I both had serious stomach pain afterward. Breakfast was no better. With 30 minutes left before closing, many dishes hadn't been refilled, and some food was clearly old. When I raised it with the internal manager, she just said “sorry” and didn't try to fix it or show concern. For a place that calls itself a five-star hotel, the management is poor, the staff seem untrained, and both the food and room hygiene were bad. The towels were only “maybe-clean,” and sometimes there's even a ball of hair waiting between them. It's an overpriced bed, nothing more. Unless you can overlook all that and don't mind wasting money, I strongly suggest finding somewhere else in Erzurum. Check the photos and avoid it.

After a tiring journey, this was a nice place to get a good night's rest. The rooms are spacious and clean, and the shower was lovely, with a door, unlike some other hotels in Turkey. Dinner at the restaurant was delicious, and the breakfast buffet offered plenty of choices.