Disgusting service

My husband and I bought a ticket immediately after the wedding as a matter of urgency, since I had a short vacation and I had to fly away urgently within two days. I will say right away that I had never contacted travel agencies before, I always booked a vacation for myself and could not even think that in this life it could shock me so much. We purchased a ticket at the Chip Travel travel agency (Moscow), they sent us several selections of 4 * hotels, of which we stayed at the Nox Inn Hill 4 * hotel from the tour operator Intourist. I will explain why this hotel: it was closest to the sea, it had a bar on the beach, a beautiful view from the window and a pretty modest renovation, just right for a four, and the best ratio of reviews from good to bad. Since everything happened in an accelerated mode and there were very few places on the plane, naturally, when choosing, we were guided by the photos of the foreign tourist and the number of positive reviews, as it turned out in vain.

Upon arrival in Turkey, we immediately went to look for our guide and transfer, at first the impressions were very pleasant, until we had to wait 2 hours for some tourists who never came to the bus. Because of this, and due to a useless stop at the bazaar 15 minutes from the airport, we arrived at the hotel after 23:00, although we were supposed to be there at the beginning of the 10th evening. We were brought to the hotel last and we expected something similar, as there were 4 other tourists, but our entrance to the hotel shocked us. Firstly, it was on a very steep mountain, and secondly, there was not a single sign or sign that would indicate the name of the hotel. Showing us where to go, Marat immediately left and left us alone in complete shock. Shock, because the hotel was absolutely not like the photos and there was complete ruin and dirt. But this is not about that. The voucher indicated that all staff speaks Russian, English, German.

As a result, no one spoke Russian or English. Wi-fi, promised throughout the hotel, worked only near the reception desk. They settled us in 40 minutes. It was a shock: dirt, cockroaches, broken floors, shabby walls, fungus and mold in the bathroom. We could not be in such conditions. At first they themselves tried to figure it out at the reception, as a result, the employee told us that he was working the first day and did not know anything. I had to call the representative office of Intourist in Turkey at about 2 in the morning with a request to move us to another hotel, even with a surcharge (although we already paid 80,000), to which the representative asked what I was dissatisfied with, because we were settled there where we booked. I explained to him that, according to the photo and description, we booked a normal hotel, but not this one, and told in detail what was wrong with us there. In response to this, the representative of Intourist laughed into my phone, to my reasonable question "what's so funny?

", he answered me that I was the first to say such nonsense. As a result, we agreed that we would be moved to another room right now, clean, in which we could wait for the morning and contact Intourist again about the resettlement. Indeed , they immediately called the reception, but instead of moving the guy, the worker ran with us to the room to prove to us that everything is clean there and everything works and there is no mold there and that two separate beds for the newlyweds are also what we need. we couldn’t have such a nightmare and my husband and I went to the beach, where we sat until the morning. We returned to the hotel at about 7 am to change and wait for 9 am to call Intourist again. With grief in half, I got through to their representative, who also did not I couldn’t understand what the problem was and each time promised to call back in 5 minutes, in the end I didn’t call back and I had to call there again and again and ask “well.”

As a result, after a few hours, she told me that it was not possible to move us to any other Turkish hotel in the next 5 days, since it was a holiday in the country and everything was full. And the only thing they offered us was to move us to another room. Although they do not have the number of those that were shown to us in the photo, the hotel employees confirmed this to us. I will add that we were offered to relocate us with an additional payment after 5 days, although we already had 6 days left at that moment. We had an appointment with a hotel guide at 14:00, to my request to make an appointment earlier so that he would help us in this situation, I also received a refusal with the words "He already has 5 hotels, he will not leave everything and will not come to you rush." OK. My husband and I went around the neighborhood to look for a hotel, as a result, in the neighboring 5 * of the same chain (Nox Inn Deluxe), we were offered a room.

I called Intourist again asking if they would move us somewhere where there are no cockroaches and mold, she told me that they were preparing a new room for us in the same place where they brought us. This did not suit us, I said that we are moving ourselves at our own expense, but we are making a claim against you about the discrepancy between service and service. To me they answered "Compose". Having moved to a nearby hotel at our own expense, at 14.00 we went to the old hotel to meet with the guide - Enver. He didn’t care about our situation, he didn’t want to enter into our position and at least somehow calm us down, but only allowed himself to be rude. For example, to my question about Turkish Disneyland, whether the price of the tour includes only an entrance ticket or a fast track ticket (skip the line), he answered me "Yes, for your sake we will kick everyone out so that you can ride there alone." He also promised to write to us on WhatsApp about the time of the return transfer, but we never received a single message.

We have not received a single call from Intourist so far. Although in normal firms, they try to calm a dissatisfied client, and not to send. And yet, upon arrival home, we discovered an interesting fact, when we were making a claim for Intourist, we went to the website of the hotel that we booked and saw that it was 3 *, not 4 *, as Intourist sold us. Now they have sent them a claim, but they are in no hurry to answer it, apparently they are waiting for a meeting in court, Rospotrebnadzor and the prosecutor's office.

Never deal with this company!!!!!!!!!!!

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