Sabrine Khalfallah
Google
Completely Unacceptable Customer Service at a Supposed 5 Star Hotel
I stayed at The Bodrum EDITION on May 22nd and while the property itself is beautiful, the customer service experience was nothing short of appalling and completely unworthy of a 5 star hotel.
There was a serious billing error where a 50000 TRY deposit was not refunded as promised. Despite being told by multiple staff members at checkout that it had been reversed and the final bill was charged to a different card, I later found out that the deposit was never actually returned. The card that was incorrectly charged was mine, not even under the name of the reservation holder, and resolving this has been an absolute nightmare.
I contacted seven different employees via email, WhatsApp, and phone. I was given inconsistent stories, unclear answers, and in some cases no follow up at all. Twice I called the hotel directly and both times I was told someone would call me back. No one ever did.
As of today, weeks later, this issue still is not resolved. What is most frustrating is the complete lack of accountability. Even after admitting that a mistake had been made, the responsibility was placed on me to sort it out. This is simply not how a luxury hotel should treat its guests.
I have never experienced such poor communication, disorganization, and disregard from any hotel, especially one that claims to be 5 star. If you are considering staying here, be very careful with your payments and do not expect much help if something goes wrong.