A11 Hotel Exclusive in Istanbul

This hotel is nothing like the photos advertised. Our stay was a very negative experience. Every room we saw reeked of cigarette smoke, and when we asked to change rooms, our request was denied. As a result, I booked another hotel and requested a refund. After a lengthy discussion, the receptionist assured us that the full amount would be refunded the following day.

However, no refund was ever issued. When I returned two days later to seek clarification, the hotel administrator claimed they had only refunded one night, arguing that the rooms appeared “used” while we were still on the phone with the booking service trying to resolve the issue.

The room was terrible, the curtains are out of the rail . When you open the window you see a dirty dusty fire escape staircase 10 cm away from the window, which supposed to be a balcony. I reserved a deluxe twin room with a balcony. They gave us the horrible room with a view of fire escape staircase. They refused to change the room, they refused to cancel my reservation
I found another hotel, did not stay in this hotel and pay for a whole week.

I've spent my life working in international companies, and I've traveled extensively both for my personal hobbies and for work. I've been to many countries with diverse cultures, including Europe, the Far East, Africa, and the Middle East. Because it's also a personal hobby, I've stayed in a wide variety of places, including hostels, Airbnb, and 5+ star hotels. After this long introduction, I want to write about a hotel that gave me an experience I've never experienced before, and what happened to it. Since the topic is all about violations of privacy, the importance of security and service, I'd like to share these surreal experiences and raise awareness by tagging the relevant hotel group. @A11Hotel. On the evening of September 19th, I checked into the A11 Exclusive Bağdat Caddesi Hotel with five other foreign guests, booking a total of two rooms. Due to my travel habits, I immediately locked the door. At midnight, our door opened, and a man entered. He left after I screamed. I immediately called the front desk, but couldn't reach anyone. I got up and closed the door again, but I couldn't shake my astonishment at how a door that was already locked could be opened from the outside. Half an hour later, the phone rang. The reception desk told me in the middle of the night that you'd entered the wrong room. The room appeared empty, so I gave the key to the new guest. 1. In a hotel with an automatic card system, shouldn't cards only open the doors of the rooms they belong to? 2. How many different keys can open the door of the room you think you're sleeping peacefully in? 3. How can a room locked from the inside be unlocked from the outside? The next day, I asked to see the manager and requested a room change immediately, and that our belongings be moved to the new room. Of course, they said it would be ready when you arrived, but nothing had been changed when we arrived. We waited, exhausted, for our room to be changed. Meanwhile, the shower in the room where my foreign guests were staying was leaking all over the bathroom. The day before, we had requested a repair or a room change because of the risk of slipping and falling, but nothing happened. We had a wedding on September 20th, and we returned to our hotel around 2:00 AM. Our other guest couldn't get into his room. The door wouldn't open. A room had been locked and opened by someone else the day before, and today, another room was inaccessible because the card system was broken. A locksmith was called as a solution, and they couldn't open the door and dismantled the system. My guests went into their rooms and slept with the door open. The next morning, after breakfast, they couldn't get in again. This time, the reception desk didn't even call a locksmith. They just said, "Turn the door handle a few times, push it hard, and you'll get in." When I explained that I couldn't explain this advice to my guests from Denmark and that the receptionist should explain it, I learned the receptionist di

You get charged for things you did not consume.

I stayed at the A11 exclusive hotel and booked a deluxe room with balcony. It is actually a good located hotel, with an extraordinary good doorman, but that’s everything. The general service is poor, processes catastrophic and obviously the management is not at all good at guest relations. No one cares about issues. Not reachable at all.

The trouble started already with the wrong assignment of the room. Instead the room I paid for, I got the cheapest backside room. Just a mistake in the system but a lot of other system and process mistakes would follow.

Next, I was sitting in the indoor restaurant with a table next to me a guy smoking. I asked the waiter to open at least the ceiling because of the smoke traveling along to our table. He first said, it is not allowed to smoke in here. I pointed to the table next to us and he just said ah ok this is our management team who smoke :) ok if it is the management team, for sure they are allowed to smoke indoor. Ridiculous.

The price per night is average but you get charged for things you did not consume. Even if you reasonably explain that you did not consume anything from the minibar, the only answer you get is, yes you did. Processes are so poor that they do not even find me in their own system. I ordered 3 times food from outside and always the couriers could not reach me because the reception could not find my name in their system.

Breakfast is a mess. No one is in charge. Thanks the doorman helped out here again and I got at least coffee.

To be fair, room was comfortable and more or less clean.

Next faupax happened at the parking area. I was asked to change my parking lot, so the employees could go home. I went to my car and immediately after me a truck with supplies went to the tiny parking area. Got stuck there for a while and again no one is in charge to give support. When I tried to leave the area by foot the truck pushed into the tiny walk way and crossed my way. No way out anymore for me from there. I asked the driver how I am supposed to leave the parking area. He and the workers just said go under the truck.