I Face Reservation Cancellation Scam and Disrespectful Service at Hilton

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-operated property) with the excuse that “your reservation was canceled.” I was never contacted, informed, or notified about any cancellation. Even though I had my official reservation confirmation and code, the reception staff responded to my questions with disrespectful and unprofessional remarks such as “huh” and “yeah,” showing complete indifference and lack of training.

Instead of apologizing and offering a solution, the staff sold our reserved room to another guest who arrived after us. While we were standing in the lobby with our luggage, waiting for assistance, they knowingly refused to accommodate us and gave the last available room to someone else. This behavior is not only unprofessional but also a clear violation of customer rights and business ethics.

The hotel management showed no concern, and the staff were clearly unqualified to represent the Hilton brand. This incident has created a serious trust issue — not only for me personally but also for 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 limited to this single case; it will be publicly shared and pursued through all relevant legal channels. If franchise hotels like this are allowed to operate under the Hilton name, it means the brand has lost its reliability and reputation.