Novotel İstanbul Bosphorus — Hotel in Beyoğlu

Positives: Lovely hotel (clean, contemporary, nice facilities, comfy beds), amazing breakfast spread, splendid terrace with panoramic views, short walk to Tophane station and the MOMA Istanbul and well-situated near many restaurants and cafes

Negatives:

Staff with limited English/Knowledge of surroundings (example: asked about visiting a local library and was told that there were not any nearby which is not true - Ataturk Library is a 30 min walk away).

When I first checked in - there was another gentleman standing next to me who was also having his reservation confirmed and we were both told that we had booked rooms without breakfast. When we expressed our confusion and disbelief - (we were both under the impression that we had reservations with breakfast included) - staff were not helpful and kept asking if we were going to pay for breakfast since it was not included. Although the staff took a couple minutes to re-check our reservations, the reservation confirmation receipt was also unhelpful and didn't include any useful details such as "breakfast included" or "breakfast not included" - so again, vague and inconclusive. I would also like to point out here that I had booked my reservation directly with the Hotel's website and when I explained this and emphasized that I was following the website's instructions and no options for breakfast were given to me at checkout because (to my knowledge) breakfast had already been included in my room selection - no additional help or apologies were extended or "I'm very sorry miss if our website was unclear or misdirected you in any way" - absolutely no responsibility was taken for any errors that may have incurred by the Hotel or its platforms.

I did end up paying for breakfast for the duration of my stay (*again, one of the reasons why I booked this hotel was on account of the amazing terrace views and wonderful breakfast spread) and was not offered any discounts or "one complimentary free day" for any inconvenience/errors/confusion that this whole 'check-in' episode caused. I would also like to submit that in these situations, customers/clients are not upset by having to "pay an additional cost" it is the principle of the matter and lack of customer service that is irritating and upsetting especially upon arrival if one's stay.

Poor customer service continued - every morning when I went to the Terrace for breakfast (3 mornings in total) I was told that breakfast was not included with my room and did I want to "pay now or at checkout time." When I would explain that I HAD already paid during check-in - I would be met with confusion and the same unhelpfulness. No notes were added to the clipboard, I even had to go to the terrace with my receipt/proof of payment - again - unnecessary due to poor communication channels at the hotel and which caused me further embarrassment and inconvenience.

I would also like to share that I checked-in to this hotel on my Birthday. Not a single member of staff wished me, and nothing sweet or thoughtful was arranged - example, I had dinner at the Hotel's restaurant that evening and it would have been really kind to have had a little acknowledgement or a complimentary dessert...but again, another instance of poor customer service and attention to detail when it comes to clients.

I did not feel very welcomed or special throughout my stay - it was sad in my opinion - the lack of care, hospitality and attention to detail. (*I would like to emphasize here that I am speaking of the uniformed and client-facing staff, not the room hygiene staff - who were very warm and friendly ladies). Yes, this is a 5-star hotel, and looks like it, but does not feel like it. Even upon check-out, my fiance had had one beer from the mini bar which could have easily been waived but was not - adding to my already heavy sentiments that this operation just cares about money and not you the...

First of all no way this is a Five star hotel and I would not recommend for families or tourists. Especially if you speak English, you will be shocked to see that even the concierge can’t speak a lick. Here are the other main reasons why: Though this hotel is in a great location on the Bosphorus it is not near anything walking (Taskim Square, family restaurants, etc.) The rooms literally smelled like doodoo. Yup not kidding like doodooo. We booked five rooms and three smelled like someone took a dump on the carpet as soon as you walked in. We called to have it looked at and a guy came in with chemicals and sprayed it everywhere. They change up the reservation last min. The reason we had Five rooms for Four Family each with four kids is because they told us even after we booked for Five people and Two Jr. Suites (we call doodoo suites) that we have to get another room, which we did for an extra 200 US dollars. Most restaurants in the area also try to rip you off. As they will say the card machine not working and give you 20% surcharge for using dollars. (Read review from last night) The heaters are set at one temp and you can’t change the temp. For example all rooms were set at what felt like 85 degrees Fahrenheit. The family with the infant had to change rooms with windows facing street so can cool room down. We just turned it off, and suffered the cold which is better than unable to breathe through the few hours we could sleep. Hence this long review at 6a in the morning. One of our family had an infant, guy is a doctor and he literally threatened to move hotels to the JW Marriott next door (should have stayed there) cause the infants life was at risk due to heat. They were moved to a different room facing the street so windows can be opened… not a five star experience. Traveled the entire world and stayed at Three Star hotels too, however this hotel has by far the worst fitness center than any hotel I can remember. One machine literally broke while working out almost injuring my son. Hair dryer doesnot work… not an issue for me, but wife very unhappy. I don’t usually leave long reviews as such, However, this hotel did put a damper on what was an Epic trip in this Gorgeous, historic city. I think the other families will be sharing their experiences as well. Breakfast not included and is about 20 euros a person. But we hear...

WARNING - ATTEMPTED ROOM THEFT! The cleaners went through my bags and belongings while cleaning my room. I took a picture of my backpack right before I left my room to go to the gym, came back exactly 40 minutes later to find the zippers on my bag moved around clearly indicating that someone had opened up the bag. I didn't have any valuables so nothing was stolen. I reported this to hotel management and provided the time stamped pictures as proof. They took a day to investigate and told me that nobody had entered my room in between the time I left my room and re-entered my room. I told them that my room had been cleaned, and that the sheets, towels and bottles of water were replaced. The manager showed me a printout of the room log showing that none of their staff had entered my room during the time period I had indicated. I told him to check the cameras. He went and checked the cameras and said the cameras actually did show the cleaner entering my room. I don’t know if the cleaner had entered my room immediately after I had exited or if my door didn’t close properly but they were able to access my room without scanning their access card. It’s the hotel’s policy that cleaning staff must scan to enter a room. The manager apologized for the cleaner going through my bag but did not offer any form of reparation. I asked what he was going to do to make things right and he said he would give me points. I don’t collect Accor points so I told him that wasn’t good enough. In the end he ended up giving me late checkout and 40 Euro back (equivalent to 8.5% of my total hotel bill) which is a slap in the face for attempted burglary and not feeling safe leaving things in my room the rest of my stay. If I had any valuables in my bag I’m sure they would have been stolen. Also, I doubt most people take before and after pics so this would likely have gone on continuously if I didn’t have the evidence to support my claim. To make things worse the same cleaner was still working the remaining two days after he got busted trying to steal so it’s obvious that management didn’t take things seriously. Check out the before and after pictures of my bag, specifically the after picture of the middle zipper tucked into itself. That could not have happened if someone didn’t...