Querencia Hotel

The mattresses were excellent, the rooms comfortable, breakfast decent, and the location good. But those positives were overshadowed by how the hotel handled a serious problem. After my first night, I found that a significant amount of cash had gone missing from my room while I was at breakfast. I reported it to reception right away and was told they would check the cameras. I wasn't expecting compensation, but throughout my stay nobody got back to me with an explanation, an update, or even an apology. That complete lack of communication and responsibility toward a guest is unacceptable.

The staff are super friendly and helpful, and the room was clean and fairly spacious. You can see a bit of the top of the tower, too. It's right next to the towel. A taxi couldn't pull up directly outside, and the one I tried to call kept getting cancelled. Walking out to the street should probably sort that out. In the room, the toilet lid was loose, the shower head setting didn't work, and the shower gel smelled a little odd. Still, I had a good experience overall.

The first night of my trip to Turkey ended with the shower door shattering while I was inside. After I finished showering, I was holding the cubicle handle to slide the door open when it broke. I was cut in several places and bleeding, including a deep cut on my right hand. My partner called reception immediately. A staff member came to the room and began cleaning the glass while I stopped the bleeding with towels. There was still glass on the bathroom floor the next morning, and we couldn't shower in that room. Reception said we could move, but that I had to pay £100 for damage, a decision the manager had made at their morning meeting. Nobody asked how I was. I said I wouldn't pay and asked to speak with the manager. No manager ever came to see me, and nobody checked on me during the rest of the stay. The replacement room was bigger but extremely noisy, so we couldn't sleep. I spent the rest of the visit in suspense about the charge. Seeing a guest wet, bleeding, and surrounded by glass, then trying to charge them for what was clearly a freak accident, showed very poor care. The whole thing made me uncomfortable. I'm updating this because the hotel's reply is severely inaccurate and contains many lies. I was in the shower when it happened. My partner called reception, and I was still there when the staff member arrived. I have photos, so the claim that the light was off makes no sense. I did not slip or fall. The glass shattered as I opened the door to get out. The hotel didn't ask whether I had fallen or slipped, and they aren't medical professionals or physicists, so they have no basis to comment on the glass or its mechanism. The photos show blood from my cuts. I also had a plaster on my hand when I went to reception the next morning and throughout the stay. I didn't use a taxi arranged by the hotel either, so that part of the reply is wrong. The response misrepresents what happened. Please don't answer customer reviews with inaccurate claims or make statements you aren't qualified to make. I have many photos of the incident, as well as proof of my onward travel after checkout, which I arranged myself.

A cozy, clean, comfortable stay, and the staff were really kind. We came as a couple and had a wonderful time. We'd definitely come back.🩷