Palazzo Bucaleon: Tour e Visite Guidate

This was the worst hotel choice and the most disappointing customer service experience I have ever had. The biggest issue was not only the refusal to change my reservation dates, but also the complete lack of empathy and accountability. After contacting both Expedia and the hotel several times, each kept referring me to the other. Expedia confirmed that the hotel had rejected my request, while the hotel denied being contacted. I even have a screenshot from Azra, the Cluster Reservation Agent, stating that Expedia never contacted them, which directly contradicts Expedia’s information. I was not asking for a refund, only a date change due to circumstances that made my trip impossible. Every other hotel I had booked for the same trip showed flexibility and offered a solution. This hotel refused. Having lived in Istanbul for five years, I know the warmth and hospitality the city is known for. Sadly, this hotel showed none of those values. I felt that keeping my payment was more important than treating a guest fairly. I WOULD NEVER RECOMMEND THIS HOTEL . A hotel’s true quality is shown when problems arise, and this team failed to provide even basic customer care.

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