Inbox

Loyalty points disappeared

My 1,200 points were gone after the app update. Expected behavior My points still on my account. Actual behavior The balance shows zero.

Exchange label link does not open

The link in the exchange email to print the return label gives an error page. Expected behavior The link opens the label to print. Actual behavior An error page opens.

Tracking number does not work

The tracking number in the shipping email says 'not found' on the courier's site. Expected behavior The tracking number shows where my order is. Actual behavior The courier's site says it does not exist.

Cannot move a booking to another day

There is no way to move my stay one week later; the only option is to cancel and lose the deposit. Expected behavior Change the dates online. Actual behavior Only a cancellation, and the deposit is lost.

Child discount was not applied

My son is eight and the child price was not applied at payment. Expected behavior The child price for my son. Actual behavior We paid the full adult price.

Charged twice for one order

My bank shows two payments of the same amount for order 4182. Expected behavior One payment for one order. Actual behavior Two payments were taken.

No reply from support email

I wrote to your support address four days ago about a missing order and nobody answered. Expected behavior An answer within a day. Actual behavior No answer after four days.

Wrong meeting point in the confirmation

The confirmation sent us to the main square, but the bus left from the bus station. Expected behavior The right meeting point. Actual behavior We missed the bus.

Sea view room was not given

I paid for a sea view room and we were given a room facing the car park. Expected behavior The sea view room I paid for. Actual behavior A room facing the car park.

Booking confirmation never arrived

I booked two nights from 14 September and paid, but no confirmation email came. Expected behavior A confirmation email right after paying. Actual behavior No email, so I do not know if the room is booked.

Lunch was not included as advertised

The day tour page says lunch included, but we were asked to pay at the restaurant. Expected behavior Lunch included, as the page says. Actual behavior We paid for lunch.

Gift card balance disappeared after a cancelled order

I paid part of an order with a gift card, cancelled it, and the gift card now shows zero. Expected behavior The gift card balance comes back after the cancellation. Actual behavior The balance is gone.

No reply about a late arrival

I wrote that we would arrive after midnight and asked if someone would be at the desk. Nobody answered. Expected behavior An answer before we travel. Actual behavior No answer, and the desk was closed.

Order is still preparing after four days

My order from Monday still says 'preparing' and nobody has answered my email. Expected behavior The order ships within 2 days as the site says. Actual behavior Four days later it has not shipped.

Gift wrap was not done

I paid for gift wrapping and the blouse arrived in a plain bag. Expected behavior Gift wrapping, as paid. Actual behavior A plain bag.

Price changed at the payment step

The website showed 3,200 TL a night, and the payment page asked for 3,850 TL. Expected behavior The price the website showed. Actual behavior A higher price at payment.

New collection runs small

I ordered my usual S using your size guide and the new collection S is far too small. Expected behavior My usual size to fit. Actual behavior The S is too small.

Item shows in stock but the store says sold out

The website said the store on Park Street had the bag in stock, so I went there and they had none. Expected behavior Stock on the website matches the store. Actual behavior The store had sold out hours earlier.

Pool was closed without notice

The pool was closed for two days of our three-day stay and nobody told us when we booked. Expected behavior To hear about the closure before booking. Actual behavior We found out at the pool.

Cannot add a person to the booking

I want to add one more person to our booking, but the site only lets me cancel. Expected behavior Add a person online. Actual behavior The only option is to cancel.