Hilton Garden Inn Hotel in Yalova

During our stay, we experienced an extremely disturbing and unacceptable incident that constitutes a serious violation of our privacy. While our room was occupied, hotel staff entered our room by unlocking the door with a key card without our consent and without receiving any clear authorization. At that moment, my spouse and I were inside the room, and our most private space was violated. Hotel representatives later claimed that the door had been knocked. However, no consent was given by us to open the door, the door was not opened, and despite receiving no response, the staff proceeded to unlock and enter the room using a key card. Entering a guest room without explicit consent and without receiving a response is clearly against hotel standards and the fundamental right to privacy. At the time of the incident, the room was occupied, and we were in an extremely private moment. There was no emergency situation such as fire, medical issues, or any security-related risk. The reason later given for entering the room — such as a menu change — does not in any way justify accessing a guest room by key card. Furthermore, the hotel’s General Manager attempted to normalize this incident by stating that “this is something that can happen anywhere in the world,” which is completely unacceptable. Hotel management stated that the incident was reviewed through security cameras and that we would be allowed to view the footage. However, at the security office, we were shown footage belonging to other rooms only, and the recordings related to our room were not shown to us. Upon our request, the Security Manager ended the review process, citing a hotel event as the reason. This approach lacks transparency and further undermines trust. Due to this serious violation, we were forced to terminate our stay early and immediately check out. We requested a full refund through Enuygun. However, we were informed that a refund without deduction would only be possible if we checked out within 15 minutes, which is frankly astonishing given the severity of the situation. This incident raises serious concerns regarding guest safety, privacy, and service standards. We respectfully request that this matter be thoroughly investigated and that our grievance be properly addressed.