Mrym Al-Abdulla
Google
Our stay at this hotel (Aug 1–6, 2025) was a complete disappointment and one of the worst travel experiences I’ve ever had. We had prepaid for 3 Deluxe Rooms for 6 people, confirmed two weeks in advance, yet upon arrival we were left sitting in the lobby until 5:30 PM with no rooms available — despite the official check-in time being 3:00 PM.
When finally spoken to, the hotel informed us they had “upgraded” our booking to rooms on the 7th floor, only accessible by stairs, without asking for our consent. This was completely unacceptable since two members of our group have serious health conditions that prevent them from using stairs, especially unsafe ones without proper handrails. We refused this so-called upgrade and asked for the rooms we had booked and paid for, only to be told they were “not available.” The staff then claimed the air conditioning in those rooms was broken.
What made this worse was the extremely rude behavior of the receptionist, Emre, who told us in an unprofessional manner, “If you don’t like it, find another hotel.” Instead of resolving the issue, he suggested we contact our booking agency. After hours of stress, the hotel eventually forced us to move on foot with all our luggage to another property from the same chain — a hotel we had never chosen or booked — as their “solution.”
I also reached out via email for support, but no satisfactory response or solution was provided. The lack of proper coordination and the disregard for our confirmed reservation was shocking.
This was an exhausting, stressful, and humiliating experience that wasted our time, money, and energy. A hotel of this supposed standard should never treat guests this way.
