Mercure Istanbul Bomonti

Room Cleaning services are low and the staff don’t care They say yes but they don’t do

There was bad smell in the bathroom. We had to counter it by closing the sink hole of the sink. That helped a bit. In the end we cupped a cup over the hole to stop the smell. We could see that air was making the glass misty. The reception had not been friendly. There was no acknowledgement of gold membership. No check in was allowed at the time of arrival which was 10 am. Room was not upgraded for gold member. Told the reception to call me when my room is available but this did not happen. In the end we checked in on the evening to room 1433. I asked for late check out from the night duty manager and told him I was a gold member but he disallowed me late check out without even checking the system. I was allowed late check out only on the next day when I wrote an email. My birthday fell on one of the days but nope. There wasn't even a birthday greeting. The hotel was also filled with guests who will not look out of place in a hospital.

The room I got doesn’t correspond to the booked room in accord website ? Which is very strange ? And the receptionist lady didn’t give any explanations and after fixing the room she asked me to pay in place otherwise I can not get a room ? Which totally différents from all AccorHotels around the globe where the paiement is during the checkout ....

Its oky

Several drawbacks, first was after shortly making the booking online as I usually do using Accor app I received a phone call from the hotel asking me for my credit card details to secure the first night charge or my reservation will be cancelled at 6 PM, strange, I booked with Accor 5 times this year in 5 different countries and that didnt happen, how can I give my card details to stranger on the phone, especially that my card details are stored in my account. luckily they managed to charge me for the first night, as I arrived late after midnight, Late checkout was apparently particular to the hotel and not same as rest of accor hotels, it was chargeable and negotiable per hour!! unlink even the cheapest hotels in accor chain, 10 euros per hour or half day till 5 pm and of course changing with every staff shift change, no welcoming drink and a 80's style funny sign saying Thank you for not bringing food or drink from outside. sorry very bad service.

No complaints about the hotel facilities but the overall experience was ruined by being told our reservation had been cancelled when we arrived at the Hotel. We were then charged a higher rate , all this despite having checked in online earlier

The good stuff: The best I have seen in this hotel was Ms.Satiya, who was extremely helpful, extremely courteous, nice, fun, & joyous. She greets us daily with the most beautiful smile, she asks how we’ve been, and she offers help every time. She was simply amazing! The breakfast food was great. Tasty & variable. Rooms were comfortable, air conditioning was good. The bad stuff: The wheelchair ramp at the hotel entrance was too steep, slippery, and too dangerous to use. I used it once, and my wife was about to fall, if not for a nice person who helped me out, then I never used it again. Both fridges in our 2 rooms were not cold at all. I was trying to keep some medicine for my wife. I called maintenance, the maintenance guy was trying hard to convince me that it’s actually ok to be that way. When I argued a bit, he asked me to keep the room keycard in the slot at the entrance as an “energy card” to keep the fridge on, even when we’re out. Then on the same day, the reception guy lectures me that I’m wasting energy by keeping the card in. I was seriously embarrassed, and I tried to explain to him that it was their maintenance guy who told me to, but the language barrier was an issue too. The elevator is crowded, so I like to use stairs, but they end down in the ground floor in a secluded & dark area of the hotel, which is actually scary. I got lost a couple of times! Every day, housekeeping would remove partially used soap bars, which are in perfect condition and can still be used many more times, and then they don’t put new ones. I ended up hiding my partially used soap bars in the shower so they leave them alone! Hotel WiFi Is not reliable, it disconnects often, and the reconnection process is long & slow. This happens several times per hour! Basement parking lot was very small, required a fee, and the staff in the parking lot do not carry any name badge & do not wear uniforms, they just come & ask for your car keys and give you a small handwritten slip of paper, expecting you to just trust him! They are nice however! Almost every 2 days, we get stranded at the elevator & locked out of our rooms, because the key cards are not working anymore, then we have to go to reception for reactivation. The keycards need reactivation every 2 days!

Not bad , stuff some of them was very helpful but others were so rods, room space was perfect but it was having very bad smell which they couldn’t get it fixed, cleaning in the last days was not good , extending the room for one more night was very bad experience, they confirmed it’s ok the night before the last but next day morning they wake me and insist to come down to pay in cash immediately, room rate was so expensive than online which they advise me not extend it on accrue app

I like the hotel service in cleanness everything in its close to everywhere

My experience was not enjoyable at all. Will never come again to the hotel. Although i’m A platinum member in AccorHotels, I did not feel any difference. During check in, reception did not welcome and thank me for my loyalty. I arrived 12 PM, but did not checked in till 2:30 PM. I was not offered a welcome drink! In fact the reception that day all of them were seem stressed and not smiling to customers which make you feel not welcome. I have been promised to be upgraded to family room suite category (the only good thing) but had been told to wait till the suit is ready at 2PM. When time come, they give me a delux room. I told the receptionist you promised me a family suite! She said no!!! You will get only delux! This really pissed me off. First she did not fulfill her promise, second she lied in front of my face without any apology!!! I stayed 5 days in the hotel. The number of times my room was cleaned is 2 times ONLY. Every day I call before leaving my room to get it cleaned, they say sure we will. When come back, the room as it is not cleaned!! What a service from a 5 stars hotel. Even the 2 times they cleaned my room, they did not change the sheets. We were using the same bed sheets for 5 days!!! Even the welcome fruit basket was not there in my room and they did not bring it till I asked for it. However, it was really disappointing too. They brought a plate with ONLY 2 apples!!! Is this what they call fruit basket?! Frankly for all what I had experienced, I tried to check out after 2 nights only. However, the receptionists team did not help me at all in this and asked me to contact AccorHotels to do it, although they are AccorHotel. I called AccorHotels support but unfortunately no support was provided. She asked me to talk to the hotel manager, AccorHotels can’t do anything for me. See, everyone is throwing the issue to the other and I ended up with no help. Thus, I was forced to complete my free cancellation 5 days reservation with the same hotel suffering and feel uncomfortable. Bottom line, it was not worth it at all and I will never repeat that experience again. I don’t know if this is accepted to treat a loyal platinum member in this way. I really felt not welcomed. This will make me consider my loyalty to AccorHotels a lot, is it worth it? I hope.

All the hotel team are so helpful. BUT only one case where I was in a fool with one of hotel staff. When I was asked to pay 400 lira for trip to a mell close to hotel about 10 minutes (marmarah mall). While with the same vehicle i have paid 320 lira for airport drop which is 1 hour far away from the hotel.

The rooms were good. I had the family rooms, there was music playing on the speakers between the rooms that was too loud, since the doors between the rooms were open, the music was inside our rooms preventing us from sleeping sometimes. The shower head in one of the rooms was leaking. But over at the experience was ok

Very friendly staff especially the guest relations lady

First of all i had 2 different bookings (1 for business and the other one for leisure). There was not priority check-in for Gold members, no welcome drink and now welcome gifts in the room. On the other hand I got room upgrade. It was very hard and clumsy to actually get the right invoice with the right details on it (it took 30 min) and then to explain why there is another booking under the same name which has been paid with points and card. Then even though the second booking was supposed to be already paid in full they told me that they cannot actually charge my card that I put in the booking and that I have to pay again at the counter. I am not sure if I will not somehow be charged twice. Then I told the receptionist that I have a change in my plans and I will not sleep in the hotel 2 out of the 3 nights (from the 2nd - leisure booking) so I will just leave my stuff in the room and I dont want anyone to get in the room while I am away. Moreover, I put the "do not disturb" sign on the door. When I returned yesterday the sign was not on the door anymore, some flower that I gave my girlfriend were gone...but the trash was still in the trash bin and the toilet amenities where not renewed... So who and why entered my room while I was gone? Then the last thing was ordering a taxi. The duty manager told me that the bell boy asked around and there are no taxis with card payment available so they cannot help me. I went out, stopped the first taxi by myself, and I was able to pay by card. While in most of the cases turkish people are very nice and friendly, my experience at Mercure Bomonti Istanbul was one of the most disappointing... and believe me when I am saying that I probably stayed in more than 30-40 different mercures around the world.