Surmeli Istanbul Hotel

I booked for my last night before a long haul flight back to New Zealand because of the online description and 5-star rating. I expected a quiet, comfortable premium stay, but that wasn't what I got. I'd requested a non smoking room, a high floor, and an airport transfer. My flight details and transfer request were clearly on the reservation, but nobody met me at the airport and the hotel never contacted me. Several emails went unanswered. I had to find my own taxi, which added another hour or so at the airport. At reception, I was told they don't check the email address listed on their own website. There was no real explanation or apology. Check-in was slow and impersonal, with none of the welcome or service I'd expect from a 5-star hotel. Despite my request, I was given a smoking room. Staff said it wouldn't be an issue, but the ashtray, yellowed fittings, and visible wear showed long-term smoking. The room was clean and the bed comfortable, yet the condition was very tired, with peeling wallpaper, marked flooring, and dated finishes that felt more like an older motel than a luxury property. Noise was a major issue all night. Even with the window closed, I could hear every movement upstairs, corridor sounds, and traffic outside because the sound insulation was extremely poor. I've stayed in hotels all over the world, including lower-rated ones, and this level of disruption stood out. Staff were generally cold and dismissive. Even the basic expectation of complimentary drinking water wasn't met: extra water was charged, although the tap water wasn't drinkable. This might suit someone needing a very cheap one-night stay with low expectations, perhaps people attending nearby medical clinics. It isn't suitable for anyone wanting a genuine 5-star experience. The main problem was the gap between how the hotel is represented online and its current standard, along with poor service and little attention to the guest experience.