The cleanliness and physical conditions at Erzurum Hotel, where we stayed on Saturday night, were acceptable. However, the quality of service was absolutely unacceptable.
What happened in the restaurant area between 00:10 and 01:00 AM is completely inconsistent with a hotel's service philosophy. Guests who paid for and requested tea were met with extremely disrespectful, indifferent, and harsh attitudes from the night shift staff. The restaurant lights were intentionally not turned on, our requests were repeated loudly and in an irritating tone, and guests were actively pressured to leave the area with implications that it was 'closing.' These actions are unacceptable.
Furthermore, the refusal to serve the water we requested, and instead handing us bottles and glasses and telling us to take them to our rooms ourselves, is entirely contrary to service standards.
I request that these incidents be reviewed via camera footage (between 00:10 and 01:00 AM), that the relevant staff be identified and appropriate action taken, and that serious sanctions be implemented to prevent such behavior from recurring.
This level of service seriously damages the hotel's overall reputation. I expect this matter to be handled with seriousness.
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