Lala Grand Hotel

I ended up here unexpectedly for one night in Erzurum, and it turned out to be a great stop. The room was clean and nice, breakfast was very good, and the hotel staff were quick to help whenever needed. A welcome surprise on my trip. I know where I'll stay next time I'm in Erzurum.

A comfortable, clean hotel right in the city center, with easy access to everything. Breakfast had a great range of choices, and the staff were hardworking and excellent. I had a great stay. Thanks to everyone there.

After the hotel's public reply, I want to correct its claim about the age of my clothes. The linen trousers were bought on June 7, 2025, and the linen shirt on June 17, 2025. I have the receipts on my phone. Both were nearly new and in excellent condition, not “2-3 years old.” Nobody questioned their age during our conversations at the hotel, so it was surprising to see that claim raised publicly later. I could have shown the receipts if asked. The labels had clear international instructions: cold wash, no drying. The laundry service returned both items shrunk beyond use. The manager refused to meet me, and reception said the hotel would neither compensate me nor provide a written statement. I'm adding this clarification so future guests can judge for themselves how trustworthy the management is. I had handed in a small bag of clothes to the hotel's laundry service, including the almost-new linen shirt and trousers. They came back to my room the same day, badly shrunk and unusable. These were 100% linen, with clear care instructions that a professional laundry should understand. I reported it to reception right away. The staff gave conflicting explanations: first they said a third party handled the laundry, then that they did it themselves, and also that they don't check the items. The manager wouldn't meet me in person and only communicated through reception. They refused to give me any written account, invoice, or even acknowledgment of what happened. They denied responsibility and didn't even offer a basic apology. I was left with ruined clothes worth around €100. For a 4-star hotel, the whole thing felt frustrating and unprofessional.

The worst part was how the hotel handled our complaint. My friend and I told reception immediately that his shirt and trousers had shrunk after the laundry service. The explanations kept changing. They said they used a third party, then said they did the laundry themselves. At different points, staff said we hadn't given details, that we'd asked for dry cleaning, or that they don't inspect bag contents before putting everything in the machine. They also said they'd washed plenty of expensive clothes without problems. None of it lined up, and it felt like they were trying to put the blame on us. We got no paperwork about the damage or the laundry service, which makes it harder to pursue the loss with any authority later. The manager didn't come speak with us or apologize. We lost a lot of time arguing, and the ruined clothes were worth about €100. It spoiled the trip, and the service was very disappointing. My friend had asked about laundry prices because the information on the paper in the room wasn't clear. We listed underwear, socks, a shirt, and trousers. Staff told us to put everything in the room's laundry bag and leave it at reception. They didn't know the exact price, but gave an estimate and said they'd handle it all and return the washed clothes to our room. Things seemed fine until we got back and my friend noticed his shirt and trousers had shrunk, apparently from the wrong wash or machine drying. It was ridiculous to be told they don't check the items. Care labels have universal instructions about temperature, drying, and softener, and a laundry service should know how to handle different fabrics. Even taking the clothes out of the bag, they could see a shirt and trousers and separate them, or use a low temperature if washing everything together. It's a shame a 4-star hotel was so unclear about its laundry service.