Mercure Istanbul West Hotel & Convention Center

My room is 30.5 degrees Centigrade. Put my key in the slot, as they shut off the AC when leaving the room, which is ridiculous. Waiting an hour and the room got hotter. Called reception, no one answered. Went down and they said they'd send someone. It's 3 AM. No one showd up. Put the chair in the hall and napped for a few minutes because the hall was probably 28.5. Finally decided to just go to the airport and leave. The best part, is Turkish Airlines put us here and I have a 22 hour flight home in these clothes I've been sweating in.

Checked in as a tour group. Kinda disappointed with Mercure amenities; room was dirty and run down. The carpet was extremely dirty and unclean. We got a rude morning wake up call at 3am instead of 6.30am- it was so disrupting. Overall experience was not pleasant

This place has horrible hospitality. My wife and I stayed here for 1 night and had a really bad experience.
A minor thing was that WIFI did not work, it kept shutting off, but the worst part was how I was spoken to.

I called "guest services" due to a question regarding the AC in our room. Without even finishing saying what the issue was the person hung up on me. I called back since I thought maybe the call was somehow disconnected. When the person picked up, he screamed "why are you calling me!" like if he was bothered. I started asking my question again and he again screamed at me "do you not understand what I am saying, do you not speak English!" Now take into the fact that I am 100% fluent in English with no accent. The person I was speaking to had a strong accent and he had the audacity to ask If I spoke English! I was so baffled.

I went down to reception to report this, and he said he was going to write it down to report it internally, but I know he didn't do anything. He just started pressing random keys on his keyboard.

I hate to make generalizations of 1 bad experience but so far, Turkey has been the country with the worst hospitality from the many countries I have traveled to.

Front desk or receptionist is not respectful. Please request CCTV for better explanation that represents both side.

I was waiting for more than 1 hour. Receptionist instead helping us (Turkish airline passanger that waited in there) start helping other "guests" despite they come much later.

After a while I asked, if my turn to get hotel now? I have 3 kids with me. Receptionist told me that they called me first and since I didn't answer they basically did not call me again.

I asked what floor I'm in. He said second floor. I asked if I can go higher. He said I cant because I'm just passanger and they have deal with Turkish airline.
I'm fine until here. I understood.

Then after this is the problem. Receptionist, rushed me out, he told me that he is busy when I asked him that he doesn't inform me what time breakfast and my pick up time. I've been waiting for more than an hour and he is too busy and rush me out just because I'm staying as complimentary from Turkish airline.
This is problem for me. I feel that I'm NOT treating as human or customer just because im passanger. He keeps telling me that his customer is Turkish airline. I told him I understood but it doesn't make it right that he is being rude to me. Yes I'm passanger, and yes I am a human. Treat customer the same as human regardless the stay is personally funded or complimentary. This incident ruin my view towards Turkish hospitality.

Everything is mediocre - especially the breakfast. Not what I expected from this brand. Room is fairly outdated with stains everywhere, bathroom could be improved too but isn’t bad. Not a 5/4* hotel at all. Bedding is very clean, and rooms are fine overall, it’s just when you start noticing the smaller details that it occurs to you things could be improved. Staff is okay, nothing special.

Disclaimer: stayed here through Turkish Airlines, this could have had an impact on the type of room provided but that should not be the case!

Just an edit: these pictures are from room 204. My checkout time was 3pm but I got a call at 12:30pm informing me the checkout time was 12pm - when I told the person it was 3pm, they said “oh 3pm? Ok” and cut the call 😂