UUsuario invitadoOverall, we really enjoyed our stay at the hotel. It is new, beautiful, pleasant and very clean. The room was comfortable, and we especially appreciated having a coffee machine — it may seem like a small detail, but even many good hotels in Istanbul do not have one, so this was a great plus.
Unfortunately, however, the service currently falls noticeably short of the level of the hotel itself.
1. When we arrived, there was hardly any welcome at all. We would have appreciated a little more attention from the very beginning — even something as simple as a warm greeting.
2. Water and coffee were brought to our room only after the first night. On the following days, housekeeping did not come to our room at all, although we could hear the staff servicing other rooms on our floor.
3. It was my birthday during our stay, but there was absolutely no attention or even a small birthday greeting from the hotel. For a hotel of this level, I believe this is an important part of being guest-oriented and providing a good experience.
4. Overall, the staff were not particularly welcoming throughout our stay. Almost no one greeted us during our entire time at the hotel. The only time we received any personal attention was around 1 a.m., when we were returning from celebrating my birthday and a member of staff wished us good night. Unfortunately, that was about it.
Before staying at this hotel, we stayed at another hotel in Istanbul, where almost every staff member we came across would greet us. Because of that, the difference in the level of service was especially noticeable.
At check-out, we were offered a postcard and were given a red bracelet with an evil-eye charm. It was a thoughtful gesture in itself, but unfortunately, by that point it did not change our overall impression of the service. Especially since the gift is offered at check-out and guests are then immediately asked to leave a review. I simply don’t think it would be fair to leave a positive review about the staff when there are still such noticeable shortcomings in the level of service and attention to guests.
That said, I would still recommend the hotel itself. It is beautiful, new and has a lot of potential. I sincerely hope the management will pay more attention to the service and the guest experience. It would be a real shame for such a beautiful hotel to lose some of its appeal simply because of a lack of attention to guests.
I hope you will improve the service and maintain the high standard that this beautiful hotel deserves. With better hospitality, the overall guest experience could truly match the level of the property.
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