OMER A.
Google
I booked the highest room category in the hotel, expecting a true suite experience. However, the room did not feel like a real suite in terms of comfort, design, or practicality. Several issues unfortunately affected our stay:
• The train noise was incredibly loud, especially at night. It was constant and strong enough to interrupt sleep multiple times — far beyond what would be considered normal city noise.
• The shower water pressure was extremely weak, and on top of that, there was a serious shortage of hot water, making basic showering uncomfortable.
• Housekeeping was provided only every two days, and even after specifically requesting a sheet change, it was never done.
• The sofa bed, when opened, completely blocks the entrance door, leaving no safe exit route in case of an emergency such as fire or earthquake — a major safety concern.
• There was no bellboy service, so I had to carry three large suitcases to and from the room myself.
• Parking costs 35 USD per day, and reaching the hotel from the parking area requires taking two separate elevators — first to the lobby, then to the room — which is not convenient.
• The air conditioning only worked in the bedroom, leaving the living room part of the suite warm and uncomfortable.
Despite all these issues — and although we could have raised complaints — we chose to remain polite, quiet, and left the hotel with a smile.
However, the final “cleaning damage fee” was something we could not stay silent about.
We were charged 160 USD, claiming that my daughter had drawn on a small section of the wall with a dry marker and that a few crumbs were found on the carpet. We were never made aware of these during the stay. If we had noticed the mark, we would have cleaned it immediately — as dry marker easily wipes off. The carpet also had no permanent damage; a simple vacuuming would have been more than enough.
This was especially disappointing because we have stayed at many Accor hotels worldwide with our children, and we have never been charged a cleaning fee before. This felt unreasonable and inconsistent with the standards we expect from the Accor brand.
In the spirit of transparency, I have also attached the photos the hotel provided regarding this charge.
Positive points:
• The hotel’s location is excellent and close to many places.
• Yusuf, the Accor representative, was truly kind, attentive, and professional throughout our stay.
Additionally, I would like to acknowledge that the hotel refunded the 74.90 USD parking fee for two nights due to my Accor Gold membership, which we appreciated.
Overall, while the staff — especially Yusuf — were hospitable, the room quality, serious noise issues, facility shortcomings, and the unjust cleaning charge made this stay far below our expectations. I sincerely hope the hotel management reviews these practices to ensure a fair and transparent experience for future guests.