Disappointed!
Disappointed!
Service should be improved! We chose to stay for 5 nights in 5 stars hotel in Kayseri on our vacation trip. We took the bus from the airport to the hotel and it was easy to get to the hotel from the bus stop so we decided to walk with 5 pieces of luggage when we arrived at the hotel we saw the hotel staffs were standing inside the building and looked at us through the glass door without any help we were looking for them to help but no one until we took all of the luggage inside by ourself. Next, The process of check-in went well with the detail of the Covid-19 screening and we got 2 key cards up to the room and we were very Surprised! that the bedroom was nice with the furniture decoration that we need for our long stay. The hotel location is very good we can see snow mountains from our windows and surround with shopping area but we had 2nd bad Surprised that the bathroom was not cleaned up! How can we make sure that this room already cleans up? we are not early check-in, it was about 4-5 pm. So, we called the reception to ask about this without any upset voice because I tried to understand their miscommunication! then they changed the room to another floor for us. When we got to the new room, we fell down when we found that the room has no sofa but we were so tired from the long flight so we didn't call them again. After that, we had a problem with the wifi because it was very slow and they sent the technician came to our room to check it and he told us to change to the new room with high-speed internet so we went to check the internet with them because we need the internet for working sometime but the same slow! and they can not make it faster (before we made the reservation we did call them about the internet speed and they said the hotel has high-speed internet) how can we do it? we just went out to buy the Simcard to do wifi sharing from our phone. After the room problem, we headed to the roof restaurant with bad service performance! the hostess was ignoring us when we walked to the restaurant to check the available table and let us standing without talking about anything we spoke with them in English but maybe they couldn't understand we tried to think in a positive so we walked to the rooftop bar and talk to a nice service guy and he went to check the table for us so got finally got the table in the restaurant. But when we finished and ask for a bill there was some lady who came to check for us, she was unpolite and no manners, she threw the receipt at us and walk away after we paid that made us feel so bad. However, not all of them did a bad behavior like this but we just so shocked that is this 5-star hotel? where is the standard? On the next day the housekeeper ring the door for room cleaning but we were not ready for them to clean and we explain in English but it seemed she did not understand and showed an upset face to us then walk away after 5 mins she came back and did the same behavior so we called to the reception to tell her just come back again in the evening because we were online meeting it should be good but no! after 30 mins she came back again I don t understand what happened? so we tried to put Do not disturb sign on the door but the sign was working so wired! when we pressed the red sign but green! so we turned it off but it showed a red sign like it confused itself. We used the glass to drink coffee since we check in until we check-out they didn't clean the glass for us and it was left on the tray along with our stay also no fill-up of refreshment. Until the last day we check out we went to check-out with curly hair lady but she points the finger at our face and said "one moment I'm busy" that was very rude and unpolite we have never seen before even 1-star hotel will not do something like this to guest she let us wait for a while because she just handled something on the monitor? I would say she did not know how to manage work and how to service the customer.
