I Face Disrespectful Staff and Lost Reservation at Hilton Istanbul Franchise Hotel

Despite having a confirmed reservation made directly through Hilton’s official website for April 8–10, 2025, we were denied check-in at Hilton Istanbul Kozyatağı (a franchise property) with the excuse that “your reservation was canceled.” I received no phone call, email, or notification about any cancellation. Even though I had my reservation confirmation code and visual proof in hand, the reception staff responded to my questions with disrespectful and dismissive remarks such as “huh” and “yeah,” showing a complete lack of professionalism and courtesy.

Instead of apologizing and offering a solution, we witnessed our room being sold to another guest who arrived after us. Despite knowing that we were left without accommodation and standing in the lobby with our luggage, they chose to sell the last available room to someone else and simply told us, “We have no rooms left.” This was not only unprofessional but also a clear violation of customer rights and business ethics.

The hotel management showed no concern, and the staff were completely unqualified to represent the Hilton brand. This incident has created a serious trust issue — not just personally, but also for all the group companies I am affiliated with. Following this experience, a decision has been made to review all ongoing business relationships with the Hilton brand.

This matter will not remain isolated to this incident alone; it will be reported and pursued across all relevant platforms and legal authorities. If establishments like this are allowed to operate under the Hilton name, it means the brand has lost its credibility and reputation.