I booked a stay here in conjunction with the FS Sultanahmet as part of a stopover in Istanbul. I stayed in a Palace Courtyard Room, which is located in the main palace wing and features soaring ceilings and large windows overlooking the entrance/courtyard (though the view pales in comparison to the Bosphorus-facing rooms). The room itself was quite nice, with a comfortable bed, bedside controls for lights and curtains, and tasteful décor with some Turkish design elements. Bulgari toiletries (au thé vert) were provided, which was a nice surprise as I haven't seen them anywhere in a while. The public areas are also excellent - the terrace and pool are great for soaking up some sunshine while enjoying panoramic views of the Bosphorus and surrounding area.
Service here was a mixed bag; I encountered a few issues that definitely left an impression:
- Aqua restaurant was closed and converted to an Iftar buffet for Ramadan, with no option to order from the regular menu. This was never disclosed beforehand, so it came as a nasty surprise upon arrival when I was turned away for dinner after having thoroughly perused the menu during a grueling 2+ hour drive in rush hour traffic from the airport.
- The hotel struggled to balance guests with an influx of locals each night at Yali Lounge. I was surprised that they didn't really seem to have set aside tables specifically for hotel guests, as I saw multiple people turned away due to lack of seating and I myself had to push hard to be seated on 2 of 3 nights.
- Service on the terrace started off extremely poorly: I was initially rudely brushed off by a passing server when inquiring about dinner seating, and subsequently had to flag down people for assorted requests (although some of the staff looked like they were trying hard). Thankfully, service improved drastically after speaking with one of the restaurant managers.
- Extremely loud sound checks for a private event right next to the pool area were carried out one afternoon, which completely disturbed everyone's poolside relaxation. This prompted me to speak with the hotel manager, who dutifully apologized and assured me that it would not happen again. It should be noted that one of the newer wings directly overlooks this area and I can imagine it would get quite loud in those rooms during events.
That being said, I did enjoy my stay overall; the hard product is excellent, as were the staff at the front desk, concierge, and the bellmen - all were friendly and accommodating, as one would expect at a FS. Upon checkout, the manager also came out to personally apologize again for the pool noise, which I appreciated. However, I'm not sure he entirely understood the extent of my frustration at the Aqua closure and service issues on the terrace. This was the first time I have ever felt the need to speak with management regarding service issues, and I was rather surprised at just how much pushing and complaining I had to do to resolve everything. To that end, I think with some better coordination, the hotel definitely has the potential to be a standout property in the FS portfolio. read more