Graziella Gold Hotel

My partner and I checked into the hotel on June 18. As soon as we entered the room, we noticed that the air conditioner, Wi-Fi, and the telephone used to contact reception were not working. I went to the reception and informed them that the air conditioner wasn’t working and that the Wi-Fi was down. Unfortunately, the hotel staff couldn’t speak English, and only one woman at the front desk spoke very limited English. Despite this, they said there was nothing they could do. I asked to speak with the hotel manager, but they said the manager wasn’t there and had gone home, and would return the next day. They also said that the Wi-Fi had been down for five days and that all the guests were complaining about it. My partner and I spent 24 hours in the extreme heat and humidity of Istanbul without air conditioning or internet, which felt more like being in detention or prison. The next morning, I returned to the reception and asked again to speak to the manager. After about five minutes, the manager came, and I explained my complaint. He responded that the internet had been down for all the guests. I told him that this didn’t mean I had no right to complain—in fact, all the guests should complain, and many of them already had. I demanded a refund, but the manager responded very rudely, saying, “We’re not giving you any money back—do whatever you want,” and then walked away. My partner and I left the hotel and booked a room at another hotel without receiving any compensation.