Kiran M.
The hotel’s location and historic setting may look appealing, but my experience was unacceptable. I’ve stayed in many hotels in different countries and have never seen service standards this poor. The rooms were dirty, dusty, poorly kept, and unhygienic. Hot water was also a serious problem: after one person showered, there was none left for the next. Those are basic things a hotel should provide. What bothered me most was the way guests were treated. Hotel guests got a careless, low-quality breakfast, while outside visitors seemed to get a fuller and more attentive service. When we asked about it, we were brushed off with “the concept.” That felt disrespectful to paying guests. I asked Mr. Mahmut for warm cheese bread and was told it was only for outside guests. I said I’d pay, but the request was ignored, with no follow-up or explanation. Management’s behavior made things worse. Ms. Büşra was rude and inappropriate. While I was talking directly to a waiter, she spoke over me and told the waiter, “Mahmut is responsible, direct them to him,” shutting down the conversation instead of addressing me. Later, while we were the only guests in the restaurant, the music was turned up so loud it felt like we were being told to leave. New guests arrived shortly afterward and complained right away, and only then was the volume lowered. It felt targeted and unacceptable. When we raised our concerns, staff were sent on Ms. Büşra’s behalf to apologize and ask us not to post a review because it might affect their jobs. That was deeply unprofessional. Employees shouldn’t be put in the position of covering for management. Mr. Mahmut only became very attentive after we said we would file a complaint, which didn’t feel genuine and only underlined the lack of professionalism. To be fair, the waiters and other staff were polite and respectful, and did their best. We initially put up with a lot because of them. The management was clearly the problem. At this price, cleanliness, service, and basic respect for guests should be a given. This stay fell far below an acceptable standard.
