The Peninsula Istanbul

I’m an avid traveler and admittedly high-maintenance when it comes to my accommodations. The Peninsula Istanbul, by far, is the most magnificent hotel I have ever stayed in. The beauty of the hotel itself, including the common areas and the rooms, is out-of-this-world —- but even beyond that, the service provided by the staff (shoutout to Eren and Sue!) was truly exceptional and unlike anything I’ve ever experienced. I would return to Istanbul just to stay here again!

This is a tough review to write because we so wanted to love the hotel (on this my second stay). Sadly, service was not good and just like the taxi drivers, staff seemed to play games, always had their hand out for a tip or completely ignored you if you are of a darker color. We had a few issues before our arrival which were ultimately sorted out by the GM, but the attitude of the staff (including concierge) pre-arrival was not good. I note that we were given a very nice upgrade, but when we asked about airport transfers and tours, that is where the nickel and dimming started. Airport transfer was Euro 600.00 (including VAT), tour was EURO 1,200 (including VAT for one day. These prices were outrageous, so we took Blacklane from the airport to the hotel for Euro 80.00 and arranged our own tour for Euro 300. Doorman staff were not helpful at all, they ignored us when we walked out the front door, never once in 4 days proactively offering to assist us. It was not until the last day, that once they saw us struggling with our luggage at the front door, did two of them offer to help, of course hoping for a tip - which we did not give as we had called for a bellman and waited 15 minutes with no one coming to our room to collect luggage - this is not acceptable. The concierge, female, was rude. She claimed the house car was first come first serve, but then stated is was booked for the evening. If it where first come first serve and limited to a small radius between the hotel, how would she know it would not be available some 2 hours later. I suspect she was trained to say that and the car is available to whoever offers the most in tips - sad. On one evening, the doorman, after we had to get his attention, helped us get a taxi, but he took us down the street to a waiting taxi in front of a cafe. It was clear it was his friend and the taxi tried to charge us in excess of TK Lira 1,500 to go not very far (the fare should have been less than 100.00 Lira). It clearly was a scam between the doorman and taxi driver - even more sad. The security team at the door insisted that I (who just happened to be the only black person in the party) go through the metal detector, while others where allowed to go around the detector. This is likely illegal discrimination and racial profiling for which Peninsula should be ashamed, and if true the epitome of sad. The restaurant breakfast staff, were slow. It took them too long to clean tables and seat guests, and overall staff at the hotel lacked English language skills and the polish we expect of 5 star hotels. We felt from pre-arrival to arrival to departure that something was simply off at this hotel. It so tries to be a star in the city, but it fades once you enter. Like Istanbul, it seems like a bustling modern city, but once you enter the taxis the corruption starts. Every cab driver was dishonest, ever person selling goods on the street tried to rip-us-off, and sadly the doorman and concierge at the Peninsula were lacking in ethics. The room we had was great, the hotel new and very clean, but dishonesty is dishonesty and there are hotels that strive to do better, be better, train their staff properly and in the end, they may not be new and shiny, but they are, in a word - better. I will opt to go to those hotels when I return to Istanbul.

Amazing, AMAZING customer service. Eren and Su at the front desk were incredible. Our check in process was incredible. Baggage delivery was incredible. Food is amazing. Grounds are amazing. One of the best hotels I’ve ever been to. Highly recommend!!!!!

While the hotel is absolutely lovely and can't be faulted on comfort, they do put a hold of USD500 on your credit card per night that you stay, to cover incidentals. I used my debit card and the "hold" is actually a deduction from my account, I left the hotel 14 days ago, I have still not received a refund and today (14 days after vacating without any incidental expenditure), I am told "I would like to inform you that refund process takes time due to we are sending finance departmant as front office, at finance department there is approval process. I believe maximum in 7-10 days refund will be completed." Pretty shoddy accounting practice.

My husband and I stayed at this wonderful hotel last week for two nights. We had an amazing time. Staff is beyond fantastic. Bora really went above and beyond to make sure our breakfasts and dinners at the hotel were perfect. The room was beautiful and large, brand new and well laid out. We were on the second floor facing a construction site so the noise and view weren't great, but they had no other rooms available so that was that. Breakfast was included both days, and we used our $150 property credit to have dinner outside one evening. Food was excellent and they more than cater to your food preferences. Location is fantastic and walkable to great restaurants and the ferry. My husband used the spa and said it was great. Prices are obviously high for this hotel but the Amex FHR credits and perks make it a pretty good deal. I'd love to stay here again on my next trip to Istanbul.