We booked the Gordion for a overnight stay on a trip to Cappadocia from Istanbul based on the good reviews on tripadvisor. We not big fans of the chains and the "boutique" images on the site sold it to us. We had called and booked and asked (in Turkish) for a large rooms as we had a baby with us. We were informed that there were no cots available - not a problem as we take out own with us, but we'd get a big room. We arrived mid afternoon and were booked into our "big room" on the 2nd floor at the front of the hotel, which we thought at the time was a bit standard, and certainly not refelecting the sumptious lobby pictures shown on their and on the tripadvisor websites, but didn't think much of it - it was only one night after all. The room was hot, but the windows were shut, so we opened them, and went out until early evening. When we returned, we thought we'd check out the appealing rooftop terrace... which was shut. In the room, the temperature was lower and the street noise was loud, so we shut the windows and turned on the aircon to its lowest possible setting, only to find very hot air blowing. We called reception who informed us that it was now winter and so, despite it being 25degrees outside during the day and about 14 at night, the centralised system only gave out hot air. Between 20:30 and midnight, out baby awoke hourly. At that point we decided enough was enough, so we called reception again to complain. A different person on shift offered us a different room at the back of the hotel, but we'd have to move our stuff too, otherwise they'd have to charge us for two rooms. This other room was indeed quieter, as it was at the back of the hotel and with the window open and aircon off, was bearable. It was also about 1.5times bigger than our "big room". After moving out stuff, it was past 1am before we clambered into bed again. At breakfast, we were informed "no high chairs" so it seems the hotel has no facilities for babies at all. We were also told that as there were only a few rooms booked (in which case, why were we given a rubbish room to start with?), and because it was public holiday, they'd decided not to serve a proper breakfast, but instead provide us with a pre-prepared selection of cheeses etc. on a plate, wrapped in clingfilm.
When we complained upon checking out, we were told that no discount could be offered, because the system wouldn't allow it - despite us saying that we were looking for accomodation on the return leg. We asked to speak to the manager and the receptionist made a call to someone, after which, a 7TL discount (off a 187TL bill) was offered. This may possibily be because the way our complaint was relayed back to the manager was uninterested and as if we were making mountains out of molehills. Our only solace comes from the satisfaction of the couple who arrived as we were checking out, upon hearing our complaints, promptly leaving the hotel on the spot to find somewhere else.

When will management learn that simple customer satisfaction costs little... but customer DIS-satisfaction costs a whole lot more???