This was my fifteenth trip to Istanbul with my wife, and during our stays in this city we have experienced many five-star hotels.
Five-star hotels generally offer a similar level of service, and naturally every hotel has its own strengths and weaknesses.
However, what truly distinguishes this hotel from others of the same class is the presence of its exceptionally well-mannered, polite, and kind staff.
From the moment you enter the hotel and throughout your entire stay, the sense of warmth, care, and dedication shown by all the staff is clearly noticeable.
We arrived at the hotel several hours earlier than check-in time, and despite the standard policies, they prepared our room for us.
They patiently answered our questions about getting around by metro and accessing nearby neighborhoods. During breakfast, Mr. Altin warmly welcomed us and even arranged for a separate plate of fruit and pastries to be sent to our room.
Our stay at this hotel has been so pleasant that although we still have three days remaining, I felt compelled to share my review right now.
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The hotel is in a great location with a beautiful sea view.
The staff is nice and friendly.
The restaurant offers a wide variety of breakfast options.
The rooms are a very good size.
The elevators are fast.
Housekeeping staff are nice, but they need more training on hygiene. Instead of using the same mop/wipe over and over in every room, they should use disposable wipes for better hygiene in each room.
I recommend making the lobby more lively, with a bigger cafe and more options for families and kids.
The room colors would be nicer if they were inspired by the sea and sky instead of the current dark colors.
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Extremely disappointing experience at Hilton Istanbul Bakirkoy and nowhere near the standard we expected from a five-star Hilton.
The most serious issue happened when we were leaving. At check-in, the hotel calculated our payment and asked us to pay approximately $9,100, which we did. As we were already in the car ready to leave, staff suddenly approached us demanding another ~$600, initially blaming us for not paying and threatening to call the police and stop us from leaving. They later admitted that the mistake had actually been made by the hotel during check-in. The way this was handled was incredibly unprofessional and upsetting.
Unfortunately, the rest of the stay wasn’t much better. Several rooms had dirty walls, torn wallpaper and stained, ripped or discoloured bedding. Basic amenities such as tissues and toiletries were missing or not properly replenished, and service was extremely slow.
Breakfast was also very disappointing. Some fruit tasted sour and did not seem fresh, the corn appeared old, and we even witnessed staff arguing with each other in front of guests.
We had also arranged a surprise birthday setup about 10 days in advance. Nothing was prepared on the actual birthday, and the staff member responsible told us he had deleted the conversation and completely forgotten about it. They eventually decorated the room TWO DAYS after the birthday, when there was obviously no longer any point.
The positives were the beautiful view, one very helpful female staff member who assisted us with taxis, and some of the security staff. Unfortunately, almost everything else fell far below what we expected from a Hilton and a five-star hotel.
We would not stay here again.
UPDATE – Regarding the hotel’s response:
I need to correct two important points in the hotel’s reply.
The $600 was NOT raised “at check-out.” We had already completed check-out, left the hotel and were sitting in our car ready to leave when staff came to the car and asked us to get out. We had paid exactly what the hotel calculated and requested at check-in. Being threatened with the police and told we could not leave over what the hotel now publicly acknowledges was their own calculation error is what caused the situation to escalate.
The explanation about the birthday is also incorrect. We arrived Saturday, but the birthday was two days later, so our late arrival was irrelevant. The surprise had been arranged around 10 days beforehand. When nothing was prepared, the staff member responsible told my mother he had deleted their chat and forgotten about it. It was eventually arranged two days AFTER the birthday.
I stand by my original review.
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We had a wonderful stay at Hilton Istanbul Bakirkoy. The hotel is beautiful, clean, comfortable, and the overall service was excellent. The breakfast was especially great with a very nice selection.
Special thanks to Duygu for her kindness, warm smile, and excellent service during breakfast.
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The location was perfect and very close to the event I was attending. the only odd part was that the hotel team member I spoke with didn’t seem aware of the location or the event details when I inquired. My arrival experience was great—the bellman responded promptly and at least tried to search for the location I needed to go to. Dinner at the restaurant was amazing, though the waiter seemed a bit lost at first but remained helpful, and breakfast was good overall though the hostess was on her phone and I had to call her attention when I entered. The gym facility was excellent and housekeeping was superb. I also had the pleasure of meeting Aldin, the Guest Relations Manager—thank you for the great hospitality.
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بحسب ترتيب جوجل، دون تصفية منّا.
