My complaint:
Hello,
I would like to make a complaint to the Radisson Hotel President Beyazit Istanbul. I arrived at the accommodation on 28.12.2022. I left the car in the hotel parking lot (Kat Oto Park), with the specification to leave the car keys with the parking lot employees and we will retrieve them upon departure. On 01.01.2023 around 10 am, I went to the parking lot to take an object from the car. When I got to the car, I noticed that the employees from the hotel parking lot left the car window open and for 5 days a cat slept and peed in the car and dirty the car’s cream seats with oil stains. On 01.01.2023, around 10 o’clock in the morning, I announced at the reception the condition in which I found the car. I announced that on 02.01.2023 at 5 o’clock in the morning, we wanted to leave the hotel, because we had a 13-hour drive home. The reception told us that there is a professional laundry in the parking lot and that they will wash the car. At around 18:00 we returned from the city to the hotel (I mention that I didn’t use the car until the moment I left home), and we went to check how they cleaned the car. The seats looked awful. Basically, it was as if a street person lived in the car for 5 days. We returned to the reception and showed the pictures of the interior. The people at the reception told us that the hotel managers are also aware of our situation, and that by the next day at 5 in the morning, when we will go home, they will solve the problem. We went up to the room, a person from PR contacted us. and he told us that he offers us one night’s accommodation, to take the car to a professional cleaner or a table on the terrace, or we will be refunded the amount paid, for compensation. I chose the option with compensation because I no longer trusted the professional car wash. We had to leave for home the next morning. And to wash the interior of a car professionally, you need at least 24 hours to dry the seats. The next day at 5 in the morning I went down to the reception to hand over the keys to the room. From the reception, we were told that there is an open note in the system and that the problem has been solved, and the interior of the car is cleaned. I went with the people from the reception to the car and showed them the inside of the car, I asked them to call their superiors because we have to leave for home. I announced this the day before. I waited from 5 o’clock in the morning until 11 o’clock in the reception to be able to talk to the manager. The hotel manager walked past us without even apologizing. We had to ask them to pay us the damages for the interior of the car, the fact that our vacation was ruined. I would like to mention that I chose this hotel for its reputation and the conditions offered. In the end, with the tourism police (in Istanbul), we managed to get them to pay us a compensation of 215 euros. That’s what the hotel offered. I want to mention that the cat peed on the chairs, stained them with oil from its paws. He sharpened his claws inside the car. I would like you to give me the opportunity to send you the pictures taken, so you can see what the interior of the car looks like. A professional car wash costs 350 euros to wash, you have to leave the car to wash for 24-72 hours. Our holiday was ruined, the experience with Istanbul the same,
the interior of the car as well. All the managers knew that we were leaving the next day at 5 in the morning and they did not solve the problem the day they were notified. we have to wait another 6 hours at the reception for them to decide how much money to offer us. Even the people from the tourism police felt sorry for us, for the experience we went through. The fact that the managers spoke in Turkish to each other in front of us. And when they spoke to us, they spoke in English. I didn’t feel they respected us at all. They kept insisting that we stay for another 3 hours to take our car to the cleaners. We told them that we already had to be on the road, we have 13 hours to drive and on 01.03.2023 we started work. I would like to know what is the official answer of the hotel group, if it seems normal to you the way we were treated, that we were made to wait 6 hours at the reception in the conditions in which they knew that we had to leave at 5 in the morning. That they needed 25 hours to find a solution. As the solution found by them does not cover the damage to the interior of the car. I would like to be given the opportunity to send you pictures of how I found the car and how it looks after the professional cleaning offered. Our vacation was destroyed, the car was destroyed, the physical fatigue after waiting 6 hours at the reception, I drove another 13 hours until I got home. The car smelled like cat piss. I ask you again what is the official answer of the hotel group and if it seems normal to you that the 215 euros offered for damages covers all material damages and fatigue. Thank you.
Suggested solution:
To pay us moral damages, damages for the car.
