I would like to share my serious dissatisfaction regarding my experience with Casa Foscolo Hotel in Istanbul.
On February 5, my employer in China made a one-night reservation at your hotel on my behalf. Due to the time difference between China and Türkiye, the reservation was mistakenly made for February 5 instead of February 6, which was the actual date I needed to stay. As a result, no check-in was made on February 5 and the room was never used.
More than 24 hours before the planned arrival date, I personally contacted the hotel and requested only that the check-in date be corrected to February 6. I even stated that I was willing to accept a room upgrade and pay any price difference if necessary. Despite this, your staff refused to help and displayed a very indifferent and unwilling attitude.
Afterward, I was directed to Expedia, where the reservation had originally been made. When I contacted Expedia, they clearly stated that any change required the hotel’s approval and that the hotel was not cooperating. Expedia explained that they could issue a refund if the hotel simply provided a short written confirmation stating that they had no objection to the date change. However, despite repeated requests from both myself and my employer, and even after more than a week had passed, the hotel refused to provide this simple written confirmation. I followed up again about 10 days ago, yet no solution has been offered.
It is difficult to believe that this approach is not intentional. The entire situation demonstrates a lack of professionalism, flexibility, and basic customer service principles. Both my employer and I are deeply disappointed by how your hotel handled this matter.
I do not find it acceptable that a simple date change request for an unused room was rejected without any reasonable explanation, and that the hotel refused to provide the basic written confirmation required for Expedia to process the refund.
On behalf of the reservation holder A A**********, for Expedia reservation number 454360146396, I request an urgent and positive response regarding the full refund of the payment.
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