Ahmad
Our experience at the Royal Ezel Hotel was terrible. The condition of the rooms was completely different from what was advertised online. The rooms were extremely cramped, with barely enough space to stand or move around. The beds were broken, and the bathrooms were dirty and had a strong unpleasant smell.
We booked two rooms for four nights. After the first night, we asked to cancel the rest of our stay because of the poor conditions. Instead of helping us, the staff gave us the runaround. Communication was also very difficult, as staff members repeatedly claimed they could only understand Turkish.
The best they initially offered was to move us to different rooms. However, one of the replacement rooms also had a broken bed. Staff promised that it would be repaired, but nothing happened. We repeatedly requested either another room or cancellation. On the final night, we were moved again, only to find that the new room smelled strongly of cigarette smoke.
During three nights, we received no room cleaning or housekeeping service whatsoever.
Breakfast was acceptable, but unless you arrived around 6:00 a.m., many items were not replenished.
Overall, I felt trapped in a booking that did not match the advertisement and was not handled fairly when we raised legitimate complaints. Based on my experience, I would not recommend this hotel. I am also extremely disappointed with Hotels.com for advertising this property and failing to provide effective support when the accommodation
We booked two rooms for four nights. After the first night, we asked to cancel the rest of our stay because of the poor conditions. Instead of helping us, the staff gave us the runaround. Communication was also very difficult, as staff members repeatedly claimed they could only understand Turkish.
The best they initially offered was to move us to different rooms. However, one of the replacement rooms also had a broken bed. Staff promised that it would be repaired, but nothing happened. We repeatedly requested either another room or cancellation. On the final night, we were moved again, only to find that the new room smelled strongly of cigarette smoke.
During three nights, we received no room cleaning or housekeeping service whatsoever.
Breakfast was acceptable, but unless you arrived around 6:00 a.m., many items were not replenished.
Overall, I felt trapped in a booking that did not match the advertisement and was not handled fairly when we raised legitimate complaints. Based on my experience, I would not recommend this hotel. I am also extremely disappointed with Hotels.com for advertising this property and failing to provide effective support when the accommodation
