Complaint regarding the hotel
Between February 3–15, I stayed at Olenda Premium Cappadocia Hotel, and I was extremely dissatisfied with the experience. After checking in, we requested wine service to our room, but only realized after opening the bottle that the wrong wine had been delivered. When we reported the issue and asked for compensation, we received a sarcastic response: “white wine is also nice.” When we insisted that we did not want it, we were told, “we don’t have any red wine left.” The fact that a hotel had no red wine available during Valentine’s Day, combined with such an attitude, left us both surprised and uncomfortable.
The next morning, we requested room cleaning, but upon returning, we found that only the bed had been covered and a single bathrobe had been left. The room had not been properly cleaned. When I called reception to ask for staff assistance, the response I received was, “what do you want from me,” in a disrespectful tone. This approach was unprofessional and made us feel completely undervalued.
Additionally, the ashtray in front of our room was not emptied for two days. Throughout the hotel, there were many broken, neglected details that gave the place a dilapidated appearance; I am also sharing photos of these. Due to insufficient hygiene and cleaning in our room, we had to clean many things ourselves.
The reservation was made under the name Kayhan G., and I paid a total of 9,000 TL via online link with my credit card. When I requested an invoice, I was told that the price would not be the same if an invoice was issued. This made me both uncomfortable and seriously doubtful about the transparency of the transaction.
Throughout this process, we mainly dealt with Mr. Mik*** at the reception. His manner was far from solution-oriented and showed no concern for customer satisfaction. During our entire stay, we received no real support, and it was clear that commercial concerns were prioritized over guest experience.
Due to this disrespectful attitude, poor service quality, and inadequate cleaning and maintenance, I believe I did not receive the value for the amount I paid. At this point, I request that my grievance be addressed and that necessary investigations and improvements be made, particularly regarding staff attitude and cleaning services.