The number of consumers complaining about the tourism services in Turkey soared in July. The number of hotel complaints rose to 1,500 in July from 560 in June, up by 168%, according to data from a popular consumer complaint website in Turkey, Şikayetvar.
Complaints relating to chain hotels, marketing websites for hotels, villa/house rental sites, tour operators and holiday marketing companies also increased. The total number of hotel complaints for these five categories increased to 4,912 in July from 2,538 in June, up by approximately 94%.
Hygiene and Service Quality Issues Dominate Hotel Complaints
The most common issues raised in complaints about hotels and resorts were cleanliness and hygiene. Consumers mentioned issues with the cleanliness of their room, bedding and bathrooms, cleanliness of pools and communal areas, bad smells and pests.
Many consumers were unimpressed with the quality and variety of food provided. There were many complaints about lack of choice on the menus, busy restaurants and poor hygiene in some all-inclusive resorts. Technical issues were also mentioned often, such as the air conditioning not working, no hot water and faulty equipment in rooms. Many had also mentioned issues with missing items that were supposed to be provided.
Reservation Problems and Refund Delays Draw Scrutiny
Complaints relating to chain hotels increased by 109%, rising from 215 in June to 450 in July. Issues raised included cleanliness of rooms, technical issues, poor food and drink service and unexpected additional charges.
Complaints about Turkish hotel marketing websites increased by 92%, reaching 1,208. Consumers mentioned issues with their bookings not showing up in the hotels system despite paying, being cancelled after confirmation and delays with refunds. Other issues included being charged twice or incorrectly, issues with free cancellation and difficulty contacting customer service. Some mentioned issues with the pricing.
Complaints relating to villa and house marketing websites increased by 90%, reaching 259. Many mentioned issues with the photos, location, views, size and facilities not matching what was advertised. There were also complaints about scams and issues with deposits. Cancellations and refunds were also mentioned.
Tour Operators Face Growing Dissatisfaction
Complaints relating to tour operators and holiday marketing companies increased by 50%, rising from 997 in June to 1,495 in July. Common issues included cancellations and amendments to tours/bookings, delays with refunds and being sent to a lower standard of accommodation.
Consumers mentioned issues with what was promised during the selling process not matching what they received on their holiday. They also mentioned issues with getting their issues resolved by customer service, unexpected price changes and being asked for extra charges. Package tours had issues with transport, guides, hotels and last-minute changes to the itinerary.
