Written to Yasmine:
I am writing the following to let you learn from this experience, not to complain. It's a favor I do to you, so that you can improve your service.
1) Upon arrival to Turkey an EU customer does not have telephone and internet, therefore he cannot use Google, Google-Maps, WhatsApp. Therefore previous given information are essential to him.
You wrote: "I am trying to answer all your questions" "Starting 2 weeks" "Most asked questions person you are. And I am being really nice and patience with you".
You put it as if you do a favor to me in aswering my questions, instead you must learn that answering questions are part of the service you should give, they are not "nice and patience" they are mandatory.
2) In addition, please note that if a customer asks you questions it may be because you did not give exaustive information before, therefore you cannot complain with the customer when he asks you questions: you should have avoided questions by giving in advance the due information.
3) The compound of buildings is unknown to customer who arrives for the first time. As you did not provide a check in service at the main gate, and your apartment is in the B1 building, one could think that B1 is near the entrance gate, instead it is one of the most far from it and the customer must walk three or four blocks before finding it, especially at nignt when it is not easy to figure out where the entrance of each building is. You did not explain it to me in advance in an organized way.
4) Before arrival and after many questions you answered to go to B2 apartment 170 or 248 to get the keys, then to go to B1 to find the apartment 51. You know that I don't speak Turkish, and apart from the problems I found at the main gate with security clerks who do not speak English (they could not get in touch with B2 248 and B2 170), you know that I have not internet to get assistance from you via WhatsApp, you know that I do not know the system to open the gate at B2 and reach apartment 170 (which did not answer) and 248, carrying my baggage in the hot weather. Do you consider this a good service?
3) After collecting card and keys, still I had the problem of tracing the B1 building entrance, nobody lead me to it and I had to ask here and there to passing people where it was in the dark of the evening.
4) After spending long time in all what precede, and tracing B1, very tired finally I got into apartment 51. The situation that I found was: a) hot home, no air conditioning was on there; b) not even a cold bottle of wather complimentary given to the arriving customer (a few cents on your part would have made the difference); c) wet washed towels and sheets put in the room to rinse as if it were a lavatory and not a rented apartment; d) therefore, no dry towels were for me in the apartment if I ever would have liked to have a shower!
5) wireless access: when I had asked you the password you had said laconically: in the back of the box. Well, a) one first must find the box, b) then must figure out which of the many symbols there written is the password. It took quite a long while to understand that the password was not written on a box, but in the lower part of the rooter, and after trying many figures there written. In the room there were no written instructions at all, and not even a simple sign saying: "this is the WiFi password to insert in your mobile phone". It would have been so simple if you would have done.
5) Finally, when I could connect and contact you via WhatsApp, complaining in a concise way what I have here written in a more complete form you answered: "if you are so bothered we can cancel reservations anytime as you wish. Please don’t get me upset too because you have no rights". I do not have rights? You do not even know what it means to run a business, especially in the turism. I am the customer, and I do have the right to complain and being upset with your poor service. In addition, do you think I could find a different accomodation at that time of the night? You should have apologized for all above said and should have offered a way to recover your lack of service, instead of insulting a paying customer.
What precedes, as I told you, is a gift that I am giving to you so that you can correct your many lacks in your service. I could just have rated very badly your service and go to another place next time, instead I have given you this present from a host and expert of service marketing trained in the U.S.
Good luck.