Hilton Istanbul Bakirkoy★★★★★

✓The sea view was absolutely stunning and the rooms were spacious. The location by the sea was also lovely.

!Unfortunately, the overall service, housekeeping and maintenance fell well below what we expected from a five-star Hilton. We experienced worn towels, inconsistent housekeeping, maintenance problems, unreliable Wi-Fi, an average breakfast and even a room with a strong smell of cigarette smoke. The most disappointing experience, however, happened after check-out. After our bill had been settled and our luggage loaded into the van, we were called back and told that we owed an additional $600. There appeared to be confusion regarding the original amount and a discount that had previously been applied. Rather than calmly explaining the discrepancy and reviewing the bill with us, some members of staff were extremely rude and told us that we would not be allowed to leave and that our belongings would not be released, and even mentioned calling the police. The manager who later came to speak to us was professional and handled the situation much more appropriately, and there were also a few other members of staff who were genuinely helpful. Unfortunately, the overall experience was not what we would expect from a five-star hotel.

✓The sea view was absolutely beautiful and the rooms were spacious. Some members of staff were genuinely lovely, particularly the security staff, who were always kind and polite, and a lady who was extremely helpful during our stay. We really appreciated them.

!Unfortunately, the overall standard did not feel like a five-star hotel. Housekeeping was one of the main disappointments. Even after the rooms had been cleaned, they often didn’t feel properly clean, and basic items such as glasses and toiletries were not consistently replaced or replenished. We understand that some amenities may be available on request, but during a week-long stay it becomes very inconvenient to repeatedly ask for shampoo, conditioner, soap, water or other basic items that housekeeping should normally notice and replenish. The attention to detail in service was also lacking. On one occasion we ordered tea and a member of staff simply brought a single glass of tea in his hand, without a tray or any proper presentation, and took payment for it. Small details like this may not sound significant, but they make a considerable difference in a five-star hotel. Breakfast was disappointing and below the standard we expected. Even simple items were inconsistent; on some mornings, for example, the boiled eggs were not properly cooked. The breakfast service itself also lacked warmth. The member of staff at the entrance would simply wait for us to give our room number, without a greeting or a smile. In a five-star hotel, you expect staff to welcome guests rather than simply process them. There is also a small shop in the hotel lobby, but throughout our entire one-week stay it appeared to be closed whenever we tried to use it, so we were unable to buy anything from it. None of these issues individually would have ruined our stay, but when they happen repeatedly, they add up. These are the kinds of shortcomings we might overlook in a three- or four-star property, but they are difficult to understand in a hotel carrying a five-star rating. Another disappointment was a birthday surprise we had arranged in advance for one of the children travelling with us.

✓None

!Aircondition was not working during my stay Hot