Blu Hotel

I am writing to formally lodge a complaint about the abhorrent service we experienced at Galataco Istanbul Hotel. Upon our arrival, my mother and I were shocked to find no proper reception area and the owner came saying the reception guy is not there and he can assist us or, we can get directed to the other branch across the street for assistance, which was both confusing and unprofessional. The situation worsened when, later that evening, the electricity in our basement room failed. With no phone or proper lighting, my elderly mother and I were left in a dangerously hot and dark environment. We had to leave the hotel in our pajamas to seek help at the other branch. The response from the owner was outrageously unhelpful; he was rude, shouted at me and my mum many times not respecting the elderly and accusing us that we are the ones who are shouting to cover up for the horrible service and behaviour , dismissed our concerns and claiming that the low room rate justified the poor service. This experience was not only distressing but also completely unacceptable. The owner’s behavior and the lack of basic amenities are a clear violation of any reasonable standard of customer service. I want to ensure that no other guests have to endure such mistreatment.