Mercure Bomonti Hotel in Istanbul

This was one of the most unsafe and traumatic hotel experiences I’ve ever had. At check-in, we were unexpectedly asked for a $100 deposit per room. My first room smelled awful, the refrigerator didn’t work (a major issue since I have a baby), and the technician who came couldn’t fix anything. We were eventually moved to another room.

But the real nightmare happened on the fourth night around 3:00 AM. I woke up to a woman screaming “I don’t feel well.” When I checked the hallway, I found her struggling to breathe, saying she had inhaled toxic fumes leaking from her refrigerator. Her three children including a 2-month-old infant were still inside the room. She was rushed to the hospital, and I took her kids to my room and stayed with them until she returned.

This situation could have ended in tragedy. The fact that an infant was exposed to potentially poisonous fumes is beyond unacceptable. No hotel should ever allow such severe maintenance and safety failures.

I have escalated this entire incident to the hotel’s directors and am currently waiting for an official response. Until proper safety checks, maintenance, and accountability are implemented, I strongly advise others especially families to avoid this hotel.

⭐ 1/5 — Deeply Disappointed as a Guest and as a Professional in the 5-Star Hotel Industry

As someone who has worked in genuine 5-star hotels for years, I understand what true luxury service looks like — and unfortunately, my experience at this property fell shockingly, and almost unbelievably, below even the most basic standards. I am genuinely astonished that this hotel carries a 5-star rating, because what I received wouldn’t qualify as 1-star service.

From the moment I arrived to the moment I checked out, it was one problem after another.

1. Check-In Experience — Completely Unprofessional
No proper welcome, no briefing, no explanation about facilities, and absolutely no mention that the lift was out of order. This is basic operational communication — especially when you know guests will be relying on that information. The lack of transparency already set a very negative tone.

2. Lift Incident — A Safety Failure
This was the most unacceptable part of my stay. We got stuck in the lift for almost 25 minutes, and not a single staff member came to help or even check on us. In the hospitality industry, guest safety is non-negotiable. A malfunctioning lift with no emergency response is a serious safety hazard and shows how poorly the hotel is being managed. No apology, no explanation, nothing.

3. Room Assignment — Not What I Paid For
I booked a king room, yet I was given a twin room. As someone who deals with room allocations daily, I know mistakes can happen — but it’s the handling of the mistake that matters. Here, there was no effort to correct it or even acknowledge it. Completely unacceptable for any hotel, let alone one claiming to be 5-star.

4. Room Condition — Extremely Poor
The room was dirty, visibly unmaintained, and nowhere near luxury standards.
• The AC didn’t work at all.
• The toilet was dirty to the point of being unhygienic.
• The overall cleanliness and upkeep were appalling.

A 5-star hotel should be immaculate. This room felt neglected, old, and badly serviced.

5. Overall Experience — Nothing 5-Star About It
Every aspect of my stay reflected poor management, lack of training, and complete disregard for guest experience. As someone who works in this industry, it honestly shocked me how low the standards were. What I experienced would not meet the expectations of even a budget hotel.

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Final Verdict:
I cannot recommend this hotel to anyone.
Not only was it a complete waste of money, but it also raised serious concerns regarding safety, cleanliness, and basic guest care.

If you are expecting anything close to a true 5-star experience, you will be extremely disappointed. This hotel needs major improvements in management, staff training, maintenance, and guest communication before it can even begin to call itself “5-star.”

Very bad service.. rude staff and very bad experience.