Swissotel The Bosphorus

Nettes Personal Frustuck war gut und freu dlixhes personal

A great hotel, all aspects wise! Location, atmosphere, hospitality, services. Excellent buffet breakfast. All personnel is very polite and helpful, while Melek Gundiiz was such a tremendous help when I needed advise on working hours in various city locations, due to Eid. I will definitely come back!

Excellent Busra at breakfast was great

Until today, this hotel had a special place in my heart. I had stayed here more than 10 times since my childhood. However, in my last two stays here, I had dissappintointing experiences. Firstly, there is an inconsistency of the hospitality of the restaurant service staff. Some staff members are very polite, but some of them never even smile, especially the restaurant managers at the main restaurant and the cafe at the lobby. Next, the food is sometimes magnificently delicious, but sometimes the same food doesn’t taste the same at all! For instance, I fell in love with their steak sandwich the first two times I had it — first at the main restaurant, second at the cafe at the lobby. However, The third time I ordered it (this time I ordered it from room service to my room) it was super cold, and it had nothing to do with my first two experiences. However, so far, I was still completely ok with my overall experience at the hotel, because sometimes inconcistencies like this happen everywhere. Then, I had my third problem (again with room service). I ordered breakfast to my room. I told the order taker on the phone that I was very hungry, and that I don’t want to wait too long. They told me it’ll take 30 minutes. This is ok, beceause room service in many hotels take around 20-30 minutes, sometimes even slightly more. However, my breakfast arrived 55 minutes after I ordered it! At an incident like this, what a top quality hotel like this would have done would be to do something to show their apologies. The simplest one could be a call from the manager, the most generous one would be making this breakfast complimentary. They did nothing, not even a call where they said they are sorry this happened, and will try their best so that this won’t happen again. At this point, I was pretty upset, but again, I had so many good memories at this hotel, and also bad experiences with room service happens at many hotels, so I would probably forget about it, if it wasn’t for their last action. Their last action was something that maybe many people wouldn’t care about. Maybe, I, too, wouldn’t be so upset about it, if it hadn’t happened on top of all the other negative experiences I had in my last stay. Their last action was simply the last straw: After delivering the food and giving me the check, instead of handing me a pen and asking me to sign so that they can charge this to my room (like they do at every hotel), he brought out the POS device, and told me that I need to make the payment now. :D I was so shocked, I asked him if this was some kind of a joke?! This is the first time in my entire life, where a hotel room service wanted me to pay in my room!!! (This is also the first time I see them do this at this hotel.) I felt extremely disrespected!!! What were they expecting? I was going to run away from the hotel without paying for my extra charges????? Of course I immediately paid. And then, right away, I called the front desk, to give them feedback, and tell them about how disrespected I felt about this treatment, and that I’ve never seen something like this in my entire life!! Instead of collecting my feedback, showing empathy, making me feel heard, he just defended this policy, telling me that this policy makes total sense!! I don’t even know what to say at this point… In hospitality, the little things make a lot of difference.. Whoever from upper management of this hotel invented this policy, I hereby congratulate you: You successfuly lost a guest that has been a repeat guest since his childhood. Bravo..

Amazing breakfast, wide variety of flavors from hot dishes and cold cuts, fruits and juices… ooh and don’t mention the service and the smiles .. the experience really makes your day. Special thanks to Sude Atçay for being wonderful around the kids and make their experience even greater