On September 20, 2025, we held my son’s wedding ceremony at the Mall of Istanbul Hilton Hotel Başakşehir ballroom. We signed a detailed contract with the hotel weeks in advance and also had a final meeting with the management a week before the event. During that meeting, we clearly agreed that dinner service would start at 8:15 PM, and the event would conclude by 9:30 PM with the cake and tea/coffee service.
However, on the wedding day, the program flow and agreed schedule were completely ignored. By 9:30 PM, I realized that even the appetizers had not yet been served. When I reached out to the hotel management, they told me that the program had been delayed by 15 minutes, which supposedly caused the issue. This explanation, however, did nothing to make up for the disruption. At least one-third of our guests left without eating, and nearly half of them didn’t even get to have a meal or the cake. This situation was deeply disappointing both for us and for our guests.
Because of these failures, we received many negative comments from our guests. Throughout the evening, people kept asking why the food hadn’t been served and why the program wasn’t progressing. It caused me tremendous stress, frustration, and emotional distress during what was supposed to be one of the happiest days of our lives. Even after the wedding, the feedback we received from guests overshadowed our joy and deepened our disappointment.
Additionally, the table arrangement was completely different from the layout we had submitted earlier. The hotel didn’t follow our seating plan at all, and during the event, we couldn’t reach any responsible staff member to address the problems. Despite all these issues, we made a full upfront payment of approximately €50,000.
Considering the high cost and the extensive planning we did in advance, I find the service failures and mismanagement completely unacceptable. I request a formal written apology and a full refund from the hotel management for the disappointment and distress we experienced on such a special day.
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