Mövenpick Hotel Istanbul Golden Horn — Hotel in Eyüpsultan

⭐️⭐️⭐️⭐️⭐️ – A Benchmark of Elite Hospitality and Service Excellence

Our recent stay at this distinguished hotel was a masterclass in authentic hospitality, where service, sincerity, and attention to detail converged to create a truly memorable experience. It wasn’t just about luxury — it was about the culture of care, professionalism, and pride that resonated throughout the entire property.

From the first moment, we were welcomed with a level of warmth, grace, and attentiveness that immediately distinguished this hotel from others. Every touchpoint — from the front desk to guest relations, housekeeping, and dining — reflected a team fully committed to exceeding expectations.

A defining moment of our stay was our visit to the hotel’s signature restaurant, Arça (Eyüp – 10th Floor). While our first visit to Arça did not meet expectations, what followed was a textbook example of leadership, accountability, and world-class guest relations.

Upon sharing our feedback, we received a thoughtful and sincere response from Ms. Hilal Çort, whose professionalism and emotional intelligence stood out. She not only acknowledged our concerns, but also ensured swift and transparent corrective actions, including three internal meetings and immediate improvements in service protocols.

When we returned to Arça, we were warmly welcomed by Manager Mr. Ünal, whose elegance, presence, and leadership created an immediate sense of confidence and respect. The transformation we witnessed was simply extraordinary: • Service was delivered with finesse, poise, and attentiveness — reflecting fine dining etiquette of the highest international standards. • The team’s appearance and demeanor were polished, professional, and truly reflective of an elite hospitality environment. • The culinary journey was exceptional: every dish was beautifully crafted, expertly explained, and a delight to the senses — reminiscent of our finest dining experiences in Switzerland and Finland. • The pacing between courses was impeccable, allowing us to savor each dish while enjoying the rhythm and ambiance of the evening.

“True luxury is not in extravagance, but in precision, warmth, and meaning behind every gesture.”

“The limit is the sky, and the power lies in the dream. May this exceptional hotel and the vision behind Arça continue to expand across Turkey and beyond — the world deserves to experience this level of excellence.”

Beyond the restaurant, the entire hotel experience was equally commendable. The rooms were spacious, quiet, and meticulously maintained. Common areas were both stylish and welcoming. Most importantly, the staff — across every department — demonstrated not only technical skill but genuine care and hospitality.

This visit reminded us that mistakes are not the measure of a brand — the response to those mistakes is what truly defines greatness. In this case, the integrity, accountability, and heart shown by your team elevated our experience to something deeply meaningful.

On behalf of my family, I extend our heartfelt thanks to Ms. Hilal, Mr. Ünal, and the entire team at Arça and the hotel — Guest Relations, Service, Culinary, Housekeeping, and Management. Your collective effort did more than restore our impression, it redefined what five-star hospitality truly means.

Warmest regards, Dr. Ashraf Farrag Chief Quality Consultant Education...

It is a nicely appointed hotel. However, staff would benefit from further training about how to provide a truly 5-star service. Staff are generally nice but they don't know how to make guests feel special and appreciated. In particular, I did not like the staff at the skydome restaurant. Apart from the fact that their English is quite rudimentary and often struggled to understand my requests, they had an attitude and were not very attentive. For starters, as this is a 5-star establishment, one would expect to be showed to a table rather than being very casually told to go and seat anywhere. Second, after sitting down for dinner I would have appreciared to be asked if I wanted anything to drink. Instead, I was left waiting for over 10 minutes and I had to ask myself. Moreover, despite the fact that the restaurant was not busy, the service was extremely slow and we had to wait 40 minutes for our main course. Overall the experience with regards to service and food quality was poor. Another issue I had was with the laundry service. One of the items was a shirt which was supposed to be washed and ironed. However, the quality of the ironing service was really bad. I have attached pictures of the item in question. When I pointed this out to the reception they did absolutely nothing about it. They only offered to get the shirt ironed again but I was checking out! Not a clever solution I think. Moreover, we found some charges on the final bill which we did not agree with and asked for an explanation. They referred to some tea bags which I had used during my stay. They were in a box next to the room kettle and I had assumed they were complimentary as the hotel description says that the room includes complimentary tea/coffee. However, it turns out that not all tea bags provided are complimentary but only black tea. Herbal tea bags are not. This was not made clear at all. How was I supposed to know which tea bags are complimentary if it's not explained in any way! I travel a lot for work and has never happened to me to be charged for peppermint and chamomile tea in a hotel before. It would have been a nice gesture on the part of the staff to cancel the charge since the hotel has not made things clear in the first place. Obviously this basic level of good customer service must be beyond their comprehension. One last word of advice. The hotel is not very far from the town centre, about 20 minutes in a taxi. However, because of the traffic most taxi drivers will refuse to take you or ask for up to 6 times the normal taxi fare to take you to the hotel. This of course has nothing to do with the hotel but people may want to keep it in mind when deciding if to book. I, for one, will certaly not come back. And that's not because of...

I recently stayed at the Mövenpick Hotel Istanbul Golden Horn, and while my experience had some challenges, I want to acknowledge the efforts made by the hotel's management to address my concerns.

The problems began at check-in. We were assigned a room on a smoking floor without being asked for our preference. As soon as we entered the room, we were hit by a strong smell of cigar and cigarette smoke. This is unacceptable, especially for guests who might have health issues or for pregnant women. When we returned to the reception, they informed us that they had no available rooms in the same category we booked unless we paid an extra fee for an upgrade. This practice is not what one would expect from a 5-star hotel, especially one that's part of a well-known chain. After refusing to pay the extra fee and requesting to speak with a manager, we were eventually given a larger room with a partial sea view instead of the full sea view we had booked.

Another major issue was the deposit for the minibar. I informed the reception that I don't usually use the minibar and preferred to pay for any room service via credit card. I asked if they could remove the minibar, and they agreed. However, when I entered the room, I found that the fridge was locked, meaning I couldn't use it for my own water or other items. Upon inquiring at the reception, they stated that since I refused to pay the minibar deposit, the fridge would remain locked unless I paid a €100 deposit or a €5 fee to remove the minibar.

After experiencing these issues, I had the opportunity to meet with Mr. Haydar Özkan, the Front Office Manager, and Ms. Ece Demirel, the Guest Relations Executive. They were extremely elegant and attentive, listening carefully to my concerns and addressing them in a professional manner. I truly appreciate their efforts, and it's clear that what happened was an isolated incident, not reflective of the hotel's overall standards.

Given their sincere efforts to rectify the situation, I am revising my review. While the initial experience was disappointing, the responsive and caring approach of the management team has restored my faith...