I Face Refund Issue with Booking.com Stay at Loyal City Hotel Bursa

Between August 28 and September 2, 2025, I booked a stay at Loyal City Hotel Bursa (Kırcaali, Celal Bayar Cd. No:191, 16220 Osmangazi/Bursa) through Booking.com under reservation number 509598*. I paid a total of €328.55 via PayPal. Unfortunately, my experience at this hotel was extremely disappointing and did not match the descriptions or positive reviews shown on Booking.com.

From the moment we entered, the room and bathroom smelled terrible. The ventilation system was full of dust, and the air quality was unbearable. The room was so cramped that we could not even move a baby stroller inside, and our suitcases barely fit. To make matters worse, there were exposed electrical wires, posing a serious safety hazard. The carpets were old, worn out, and torn. The so-called “view” was nothing more than a dirty air conditioning unit facing a grim courtyard. The elevator was so tiny that we had to squeeze in with the stroller. In reality, the room looked nothing like the photos displayed on Booking.com.

Noise was another major issue. The walls were extremely thin, and we could hear everything from the neighboring rooms, which made staying there with a one-year-old child impossible. Despite informing the hotel during booking that we were traveling with a baby, we were not given a suitable room. When we complained directly to hotel staff, no alternative solution was offered. Instead, they simply told us to endure the conditions.

Because of these conditions, we had no choice but to leave immediately, without spending even one night, and canceled our reservation. I am now in contact with Booking.com customer service, but I expect a clear and fair resolution.

I am demanding a full refund of €328.55 for this booking. Furthermore, I strongly urge Booking.com to re-evaluate this hotel’s classification. It is listed as a 3-star property, but in reality, it resembles a low-quality hostel or guesthouse. The cleanliness, safety, comfort, and overall condition do not justify its rating, and it misleads families like mine. This property should be reviewed and corrected to prevent others from facing the same disappointment.