We booked a **Junior Suite at Metropolitan Hotels Ankara** via Booking.com for 2 adults and 2 children (aged 7 and 8). On arrival, instead of the suite we had paid for, we were given a **Deluxe Room for 2 guests**.

When we raised the issue at reception, we were told it was a “Booking.com problem” and that the hotel could not assist. The only option offered was to cancel the booking – an impossible suggestion at **10:30 PM after 12 hours of travel with two exhausted children**. I requested to speak with a duty manager, but was informed there was **no duty manager on duty**, which is simply unacceptable for a 5-star property.

As a “solution,” the hotel added two single beds into the small room. These were extremely uncomfortable and, astonishingly, **supplied without pillows** until we specifically requested them. For a **5-star international hotel in the capital city**, this is entirely unacceptable.

Service on arrival was also unprofessional. We mentioned to the valet that we needed to charge our EV, and were directed to the **eŞarj charging station**. I parked and began registering for a session while checking in with two children. Within minutes, the valet interrupted to insist I either start charging immediately or move the car. Meanwhile, we observed the same valet staff parking **non-EV cars in the charging bays**, where they remained overnight. I have included photos of this.

The problems did not end there. At breakfast the next morning, we discovered **mould on the olives that were served** – a shocking lapse in food safety and hygiene.

We stayed in **12 hotels during our road trip from the UK to North Cyprus**, and this was by far the worst experience. Considering we only stayed a maximum of one night in most hotels, there was little opportunity for things to go wrong elsewhere – yet during our single night here, **everything went wrong**.

The only positive I can note is that the hotel has both **eŞarj and ZES charging stations** available for EVs, which is convenient. However, even this was undermined by the poor handling of their use by staff.

Between being denied the suite we booked, the lack of basic preparation for the additional beds, the absence of a duty manager, the unprofessional handling of EV charging, the mouldy food at breakfast, and the **poor communication and attitude of staff who clearly need proper training on how to treat customers**, our stay was deeply disappointing.

The hotel **did not honour the booking, provided an inadequate alternative, and demonstrated poor service, poor hygiene, and a lack of professionalism**.

I would not recommend this hotel.