Marriott Hotel Pendik Disputed Extra Charges After Our Wedding

We held our wedding at Istanbul Marriott Hotel Pendik on September 13, 2026, because we trusted Marriott’s reputation and service standards. Unfortunately, both the wedding day and the process afterward were extremely disappointing. Under the hotel’s policy, we were not allowed to hire an outside event company and were required to work with the hotel’s designated vendor. Despite this obligation, the venue was not ready on time, and our guests had to wait outside for approximately one hour before they could enter. Having our guests kept waiting like this on one of the most important days of our lives, due to a vendor we were forced to work with, was unacceptable. Our main unresolved issue is the additional service charge that is now being demanded after the event. Our agreement and payment were based on 200 guests. According to the hotel, their standard practice is to prepare approximately 10% additional meals, meaning food was prepared for up to 220 guests. However, some guests did not attend, and one entire table for eight people remained completely empty. Despite this, the hotel is demanding payment above the 200-person amount, stating that their staff served the additional meals, including at empty tables or places where guests did not attend. This is exactly what we dispute. Preparing 10% additional food as part of the hotel’s own policy should not automatically make the customer responsible for additional charges. If hotel staff served meals to empty seats or empty tables, this was entirely outside our control and clearly related to the hotel’s own service-control and operational issues. We do not accept being held financially responsible for the hotel’s internal decisions and practices. There were also other service problems that did not meet the standard we expected from a globally recognized brand. Candle holders on the tables were visibly dusty, and some waiters responded to guests’ requests with, “This is not my table” instead of assisting or guiding them properly. We are not asking for compensation, gifts, or special treatment. We simply and clearly object to being charged additional fees arising from the hotel’s own internal service process. We expected better service and accountability from Marriott and request that the extra charge demanded above the agreed 200 guests be canceled and that this issue be resolved in a fair and customer-focused manner.