This review ought to give the Tunel Residence four out of five stars. It's well located, the apartments are fine and there's a nice restaurant attached.
So why the low score? As always, it's a case not so much of the problem encountered, but the way the hotel dealt with the problem. If they'd treated me with some respect, the score would have been better. Instead they chose to treat me and my family with contempt.
In our case, the AC was not working during our whole four night stay. The staff fobbed us off, pretended it was being fixed when it wasn't, told us it had been fixed when it hadn't, suggested we move to another room where the AC was also not working, etc, etc.
I had to fight to get two fans put in our room - eventually one noisy fan was provided on the day we arrived, a day later another one finally given to us for the living room, but only after I had to get angry.
One of the members of staff was very helpful (and seemed embarrassed at the way were were being treated). The rest pretended to be surprised each morning when I asked if the AC had been or was being fixed. 'You have AC problem?' was the generally surprised response from receptionists I had spoken to the day before - about our AC problems. Perhaps they suffer from some form of early onset Alzheimers.
We arrived after a long trip with a small baby to be ushered into an apartment that was swelteringly hot. It took the whole afternoon even to get that first fan, so instead of resting we had to sit there arguing and sweating with a screaming seven month old baby who couldn't sleep. Even though it was obvious the problem was with the central AC equipment on the roof, as the whole hotel was affected, they seemed to think I would be mollified by having a man come to my room and stand there staring blankly at the AC unit in the room, whilst giving off a pungent aroma of sweat and cigarette smoke.
I asked for some sort of compensation and we were, somewhat bizarrely, offered a massage.
The manager decided he was too important to speak to me on the phone and offered no discount, explanation or apology whatsoever.
Also, the website offers a free taxi pickup to and from the airport - there are two airports in Istanbul, however and the hotel doesn't bother to tell you that they only provide a free pickup from one and not the other. This ended up costing us about 50 Euros extra that we hadn't budgeted for.
Some friends arrived a couple of days after us and were sent to a place down the road due to the AC problems. The place they were sent to also had non-functioning AC.
So, nice location, but stereotypically awful Turkish customer service. I recommend you find somewhere else, because, if something does go wrong, the management of Tunel Residence could not care less and will be happy to take your money and run, ruining your visit to Istanbul.
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- Also Known As:
- Tunel Residence Hotel Istanbul