Stayed here for 4 nights as part of a conference taking place in Ankara. The hotel was fine in most respects - stand out feature being the healthclub and pool, and an enjoyable breakfast; the room was fine - maybe a bit pokey, but comfortable, with a good view. A few minor-ish quibbles - wi-fi internet was too expensive and sometimes reception was patchy; service generally seemed overly formal and lacked a friendly touch. Related to the latter, two additional complaints - when i arrived in the morning at 11am after an exhausting overnight flight from South Africa, i was told my room would only be ready at the official check-in time, even though the hotel was not at capacity and no doubt had spare rooms at that time; second, i was asked when i checked in if i wished to join Hilton Honours - which i didn't as i have enough loyalty cards already and don't typically stay in Hiltons - i got enlisted anyway, as i found out 10 mins later with a 'welcome' email dropping into my inbox. I immediately visited reception and asked to be removed from the programme - the receptionist literally rolled his eyes at me and yawned 'okay', and then proceeded not to remove me.. what a pain!
Room Tip: The higher up the better!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
6 February 2012
Dear Adam_in_Africa,
Thank you for staying with us while in Ankara last December and for your constructive review.
I very much appreciate you taking the time and trouble to let me know of your experience and apologize that on this occasion, we did not provide you with the level of service and value that you deserve and are entitled to expect from the Hilton brand.
I am very sorry to learn that you were inconvenienced by not being able to check in immediately and wish to reassure you that our worldwide policy remains that so long as a clean and ready room is available, it should be provided and with no additional fee. We also have clear guidelines not to enroll any guest to the Hilton HHonors programme without their approval. Therefore, we will certainly be taking up this matter internally so as to make the best use of your valuable remarks in training sessions with our team members. Moreover, I wish to inform you that we have already cancelled your Hilton HHonors account.
On the other hand, I was pleased to learn that you enjoyed the breakfast service and were very satisfied with our Health Club.
Should you be returning to Ankara, I would be grateful if you would consider staying with us again and appreciate the opportunity to personally make all of the arrangements for your stay. This would include a complimentary upgrade to our Executive Floor for up to 3 nights as a gesture of our appreciation for your constructive review.
We all look forward to the pleasure of welcoming you back to Ankara soon and thank you once again for your review.
With kind regards,
Yours sincerely,
Olivier Vetter
General Manager
Ankara Hilton SA
olivier.vetter@hilton.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
