Sura Hagia Sophia Hotel

"Extremely disappointing experience – I do NOT recommend this hotel, especially for families, elderly guests, or anyone expecting proper service from a so-called 5-star property.\n\nWe booked two rooms for two families (6 people total) – one of which included an elderly person in a wheelchair, and the other with young children. We had communicated our needs clearly via email with the reservations department well in advance, and they confirmed everything would be arranged accordingly.\n\nBut upon arrival, nothing was prepared.\n– The rooms were completely unsuitable for both the elderly guest and the children.\n– The beds were too high, uncomfortable, and not safe.\n– We didn’t receive enough beds or proper bedding, despite the confirmed number of guests.\n– The staff at the reception were unprofessional, impolite, and visibly annoyed whenever we asked about our requests.\n– They initially denied receiving our emails, until I showed them the full conversation and their own replies.\n– They even refused to give us extra room keys, claiming the hotel "didn’t have enough cards"! We were told to ask reception to open the door every time we needed to enter – completely unacceptable for any hotel, let alone a 5-star one.\n\nAdditional issues:\n– The rooms we were given were below ground level, dark, with bad smell, and zero ventilation.\n– The hotel has NO parking, despite what may be implied.\n– The surrounding area is a crowded local market, and accessing the entrance is extremely difficult, especially with luggage, elderly guests, or children.\n– The hotel's claim of being "close to Sultanahmet" is misleading it’s not far, but it’s certainly not right next door.\n\nCleanliness & breakfast:\n– Rooms were dusty and poorly maintained, with very old furniture.\n– The breakfast was the same every day, with poor quality ingredients.\n– Requesting a simple omelet took 45 minutes or more assuming they didn’t forget your order entirely.\n– The dining area is very small and chaotic.\n– Dishes and cutlery were dirty and smelly, and clearly not cleaned properly.\n– Coffee was undrinkable.\n– Staff were rushing to close the breakfast area at exactly 10:30 AM – even pushing people away or blocking the doors.\n\nDeceptive online photos:\n– The pictures on booking platforms do not reflect the actual condition of the hotel, inside or out. The reality is far from what is shown online."

"I stayed at this hotel during a family vacation in Istanbul and overall my experience was good. The staff were lovely, both at reception and in the bar and breakfast area. The hotel facilities look very modern with a refined, elegant touch.\nHowever, the room had several aspects that could be improved — especially the bathroom, which was quite disappointing and, in my opinion, in need of renovation.\n\nThe location of the hotel is exceptional: just a 5-minute walk from the Grand Bazaar, as well as the Hagia Sophia and the Blue Mosque. There are also many great and reasonably priced places to eat nearby. The pool, spa with Turkish bath, and gym were decent.\n\nOn the downside, breakfast was quite underwhelming. There was only one coffee machine for all the guests, the coffee was watery, the orange juice tasteless, and the food just average. We even ended up ordering coffee from the hotel reception (at an extra charge) because the one served during breakfast was not good at all.\n\nOne piece of advice if you stay here: book your room without breakfast and enjoy it at one of the nearby cafés instead.\nOther than that, I would recommend this hotel mainly for its location and the friendly service from the staff!"

"Wonderful Stay – Highly Recommend!\n\nAbsolutely loved our stay! The location was perfect, and the hospitality exceeded our expectations. The staff went above and beyond to make us feel welcome and comfortable throughout our visit.\n\nA special thank you to Shiraz, who made breakfast such a pleasant experience each morning, and to Jila at the front of house—what an amazing lady! Her warm and friendly attitude truly made a difference.\n\nWe’ll definitely be returning."