A Total Disgrace to the Marriott Name

Our entire stay was ruined by the unkindness, unproffesional and unfriendly behavior of the hotel staff. Upon arrival we paid for two rooms and breakfasts for four people specifically to avoid any additional charges at check-out. Despite this, the staff repeatedly insisted that our breakfasts had not been paid for, even though our receipt clearly showed otherwise.
During breakfast, employees interrupted us multiple times, insisting we settle the bill immediately. No matter how many times we explained that everything was already paid, they continued to disturb us instead of checking their own records.

We visited the reception several times to resolve the issue, but each time we received different information. The staff were unable to answer basic questions and the best part is their extremely poor knowledge of english which must be a basic skill for any receptionist and without which quality work simply cannot be preformed. It was also obvious from their expressions and attitude that they were irritated by us, and they often smirked while speaking to us. During one of our visits to the reception, they even tore up the receipts we had received on the first day as proof of payment, and at check-out we did not receive a new receipt at all.
In the end, instead of apologizing for the inconvenience, they acted as if they were doing us a favor by “waiving” charges we had already paid. They made guests feel like liars. Not a single apology was offered, and the reception did not return the farewell upon our departure, the basic guest service procedure.

Extremely disappointing experience and definitely not the level of service one expects from a hotel, especially not from Marriott.

Title: Appalling Reception Experience — A Total Disgrace to the Marriott Name

I rarely leave negative reviews, but my stay at AC Hotel by Marriott, Istanbul was one of the most disappointing hotel experiences I’ve ever had — completely unworthy of the Marriott brand.

After a long journey from Abu Dhabi, I arrived expecting a relaxing stay. I had twice confirmed my reservation and non-smoking room before flying. Yet, upon arrival, the reception staff were confused, unprofessional, and utterly indifferent. They whispered among themselves, seemed disorganized, and finally sent me to a room in a distant extension building.

The first room (2304) reeked of sewage from the bathroom. When I reported it, the staff showed zero empathy. They offered me a tiny basement room as an “alternative,” and when I refused, the manager demanded an extra €50 for an upgrade — despite my confirmed king room reservation.

I waited over an hour in the lobby while staff ignored my situation. Only after repeated complaints did they reluctantly provide another room (2203), which was finally acceptable.

This entire experience was insulting, exhausting, and completely avoidable. The front desk team acted as if they were doing me a favor instead of fulfilling a basic obligation.

For a Marriott property, this behavior is unforgivable. I am rating this hotel 1 out of 10, and I strongly advise travelers to reconsider before booking.