Sur Hotel Istanbul

Dear Tripadvisor Readers, First of all we grateful to our guest for sharing his opinions with us. Always we respect the reviwers opinions and we are open the feedbacks to develop quality of our standart. So this ideas are very important for us. We feel responsible ourselves for making an explanation to overcome the confusion being caused and to come up against some critics which are not correct. Our customer who complained in the disscussed complaint, Mrs. Kj G… declared his opinions firstly in 06.09.2006 to us about our hotel services via …………. travel agency. And we replied this complaint in 10.09.2006 again via …….…... agency. Since our costumer declared her ideas and complaints again by tripadvisor we feel responsible to share our ideas with you. These critics were sent by Mrs. Kj G… on September 6, 2006 to …………. is: " Sadly Sur Hotel did not recognise this change and I was forced to pay for three nights not just the one we stayed. I am really not happy about this as you can imagine but the lady at the desk was very threatening and we had a plane to catch so we paid. You may wish to think about removing Sur Hotel Istanbul from your website as they are misleading guests in a number of ways (the rooms are tiny and dirty, condoms left in the toilet when we arrived, someone else's dirty towels left in the bathroom, few of the facilities listed on the site exsist,conference rooms make it sound like a big hotel but it is tiny, the internet is the front desks computer so not available, there is no hot water, etc) - as may be evident from the feedback. This may put off users from using your site again. I am sure you wish to have only quality hotels on your site. Regards. Mrs. Kj G… " Our explanation about our guest complaint is: Mrs. Kj. G… had made double room reservation from 31.08.2006 to 05.09.2006 for five days. The first day at the hotel, she stayed approximetly 1 hour then went out. When she came back she informed us that she had to go back to her country so she had to leave the hotel tomorrow morning because of an urgent situation. As you know, reservation cancellation depends on some conditions as it is implied in every hotel in the world and our hotel. The customers have to inform us 48 hours before he leaves the hotel otherwise, she has to pay for one night that she doesn’t stay. For some hotels this policy is 3 days before customers leave but in our hotel it is 48 hours. The reason for this is to reserve the room for the guest and decline the offers after it is confirmed. We need to know 48 hours before our customer leaves the hotel to prevent our loss and re-rent our room. As we informed before, it is not the policy that we apply, it is applied in everywhere on the world. Except this, there is a difference between these two complaints. In the complaint of our customer made by ……….. agency, she emphasized she stayed just one night but the fee is taken from her for three nights by force and the bathroom was cleaned after a few days later and she disappointed when she saw our hotel because she thought it was a big hotel. However, in the complaint by tripadvisor agency, she doesn’t states that complaint. Our decision about our customer`s complaint is she thinks that the hotel took more and unfair money which was taken according to the cancellation policy. Moreover, our customer who stayed one night can’t clean the toilet after few days. Additionally, can you imagine a big hotel which has got ten rooms? We don’t want to give an explanation about our guest imagination. We want you think about the two different complaints made by some customer, if they are made by animus or not. Additionally, our customer didn’t complain about the toilet or the room being small. Therefore, we are sorry and confused about these complaints. A little note to complain: Our hotel is a special class, boutique hotel in Sultanahmet (Old city ). We accept that our hotel is not as comfortable as 5 star hotel but we try our best to make our customers feel at home. Additionally, cleaning, breakfast and customer gladness are our prior aim. If you connect of us we can give you complaint which was the first, written by our guest Mrs. Kj. G…and agency name. With kind regards. Owner Meziyet Onder

Firstly we are very thankful to our guest for sharing his opinions with us. They are very important for us in developing our standart and our quality. As our response, we would like to inform you that, like saying in our guest complaint this reviewer has booked through our internet page. In our website, all the information are correct and clear. There is no exaggerated facility or overdone info posted. So, almost all our guests who have booked through our webpage shouldn’t aware of the levels services. Contrary to our guest complaint about our hotel breakfast, cleaning and customer satisfaction are very important point for us which we are careful about that and our guests admire us in that subjects. In our breakfast we serve up more than 15 kinds of food for breakfast which it have included turkish taste. And we prepare all of them in the morning. In our breakfast we serve white cheese, old cheese, cake, egg or menemen (turkish taste which is made with tomato, green pepper, onion, spices and eggs), tomato, cucumber, variety of jams (rose jam, cherry jam and apricot jam), sausage, patatos salad, black and green olive, butter, honey, cigarette patty, fruits, tea, coffea and orange juice. One little note to complete. Our Hotel isn’t as good as like Hotel Dersaadet we can accept this. But if you compare two hotel you can see the prices differences. Generally Dersaadet Hotel price twice times highly to our Hotel.. Also we have never positioned ourselves as a five star one. But we are a special class hotel aiming to offer 5 star quality in a boutique hotel. But our guest should’nt forget that the facilities of the hotels are change in comparison with the price. Looking at the points raised by the reviwer, it will be easily noticed that, there is no disappointment regarding the service but there is with the facilities. With kind regards. Owner Meziyet Onder