The staff was not professional and it seems they are not trained enough to work for such a big name and to keep the reputation of the company. It got worse when the shift manager and the security were threatening us. My employer booked about 20 rooms for 3 nights and a meeting room and lunch ( all paid in advance ) , when we arrived they asked for a deposit 200$ per night which we refused as at was strange thing and we suspected that this is a ripoff when they insisted on paying the amount and claimed that this is the company policy . They refused to give us the keys and started raising their voice at the lobby. It’s sad that a very beautiful hotel and a reputable company like Helton become and low class because of such an unprofessional staff.

I don’t believe what happened ! I am travelling around the world and I visited many hotels. But what happened today in this specific hotel was terrible. I arrived tired and my company booked a room for me and rooms for my colleagues with a conference room for a big event but the funny part was when they said they will not give us the room key only if we pay 200 dollars as deposit. We asked them to contact our company and for sure they will pay the deposit , as we don’t have any money right now, and we suggest to go to room and we can settle this later, or at least send our bags to our rooms but they refused and they kept us in the lobby for this small issue for an hour and half.unbelievable! Unfortunately Even when the manager arrived, she was not helpful and gave me feelings that we are homeless not business people from a esteemed company that already paid a big number for many rooms and a conference room. Finally my company paid the deposit, otherwise we will stay in lobby the whole night. Very sad when a hotel like Hilton doesn’t believe a costumer and give him an hour access to his paid room until he pays the deposit. So even if your room is paid, forget to see it until you pay the deposit and if your card will not work you will stay in the lobby for a while with rude customer service. No understanding No trust No flexibility No smiling Bad experience 😔

I feel bad giving a 1 star review as the workers in the restaurant and lounge were so nice and friendly especially vesile. But our stay was ruined by the unprofessionalism of mr farooq. My laundry was delivered late and when i told him it was late, he replied. This is not even my job , i did you a favor by bringing your laundry for you. I asked him if this is how he spoke with all guests and he said if i have a problem with it, i should complain to his manager. He insisted i go to the lobby with him that very moment. He stood in my doorway and wouldnt leave. It was 10 pm and i was alone in the room. I asked him 3 times to leave and after the third time he left. I honestly felt threatened by him and did not feel safe in the hotel after that.

II have been staying in Hilton hotels all over the world my entire life, and I have NEVER encountered such blatant unprofessionalism! This hotel is way below Hilton standard when it comes to services. I came to Istanbul to do major operations. The doctor has an agreement with Hilton Mall of Istanbul. I been discharged from the hospital three days after having five surgeries and been sent with nurses to the hotel, with tubes and drains coming out of my tummy. The female disk manager gave me a room with KING SIZE BED AND A BATHTUB in my condition which shows clearly the level of intelligence and empathy she has. The bed is so high for one in my condition to climb on and off it. The room is not made for disabled and bathroom with a bathtub??? I asked politely through the nurse to change the room as it’s dangerous for me in this condition to use such a bed and the bathroom is useless. The same female said she will check and come back… but she didn’t come back to me. I called her from the room several times over three days and explained my difficulties and the dangerous on me using such a bed. Each time I received the same answer “will check and come back to you”.. but she never comes back. Two nights I spend in this room suffering extreme pain each time I’m getting into and out of that bed, and risking serious complications in the process. Finally, I had to push myself and press my wounds to go down to the reception to find a solution. I found other male employees who been so polite and helpful. When they saw my condition they helped me and changed the room immediately. However, After my complaint against the female disk manager, no one on the reception answered my calls anymore. I needed pillows to support my suffering body. I called the reception but no body answered. I kept trying to reach them for two hours with no luck. I had to go down to the reception in person, and there she was the female disk manager with her colleagues. The look they exchanged between them told me she been informed about my complaint, and that ignoring my calls was intentional. Think about a hotel employees who cut the services they are getting paid to provide, to revenge on a customer who have just been through five surgeries and has a dangerous health condition that might need emergency help at any time?????? Right now I’m considering to sue the hotel for putting my health in such dangerous situations. I complained to the doctor who has the agreement with the hotel, and I hope he will change the hotel. Must mention that I arrived few days prior my operations. I met the male employees at the reception and they were so friendly, helpful and polite especially Mr. Yusuf. But the second day I needed help and I met the same female with her rude attitude and unwilling to provide any services or assistance, and because of her I changed the hotel immediately and spent three amazing nights at Ajwa SultanAhmet hotel. But then I had to return back to Hilton Mall of Istanbul after my operations. Stay away from this one. Very disappointing that a Hilton hotel will keep such an employee with her very rude and unprofessional attitude to ruine the costumers experiences in the hotel. She didn't just bad services, I belive she intentionally tried to harm me by what she did to me even though she never met me before and we had no arguments prior this situation.

I would like to share my experience with the Hilton Mall Istanbul Hotel, which, by the way, was positive on the one hand, and on the other hand, there were some negatives that were annoying to me. I will start with the most important negative, which is the almost complete absence of the (concierge) role, which is something I did not expect; When I arrived, no one came to take my bags, and this is when I left, they left my bags at the reception, and I had to take them, which is surprising given a hotel like the Hilton! The second negative was in the evening shift provided to the rooms, as many of the services that I requested, sadly that there is no one to perform them in the evening period. The last negative, despite the cleanliness of the bathroom, there are some important faults that are not paid attention to. As for the negatives, they are the good behavior of the reception staff in during checkin and checkout and the cleanliness of the room...etc

I made 3 international calls inquiring about a hotel regulations to be told be the staff that the manager will contact me, which he never did. When the guest arrived in the hotel he was denied access even though that’s exactly what I tried to prevent before he gets there by making those international calls. They charged me the full amount of the stay without actually the guest getting through the door for cancellation they enforced. I tried number of times reasoning with the to no avail. Disturbingly uncooperative and not helpful. 👎🏻

I had a great stay at Mall of Istanbul Hilton Hotel. Hotel was in good condition and service was impeccable. I especially would like to mention Mehmet at the Reception, Tarik as bellboy, Sefa and Vesile at the restaurant and Leyla at the floor for their excellent service and polite manners! Very much appreciated. Breakfast was very good and the convenience of the shopping Centre was plus. Lastly I used and very much enjoyed the sauna and the pool. Well done Team! Keep up your good work.

It was a great stay I gave 4 because the breakfast, it was good but boring no many variations especially i stayed their for 5 days! And because of the cats in the tunnel connected to the mall, as i am a person with animals phobia, I can’t stay in place with animals easy access. Plus one time the cat was setting in the lobby!!!!! The welcome was great especially the employee shahin, he is good and so welcoming. Highly recommend!

My experience was good. I had no issues at all. During the winter in January, the hotel was kind to all stranded persons and even offered them free breakfast. That is thoughtful and a plus to the hotel. The mall access through the hotel was well thought through. I couldn’t go anywhere because of the snow storm. However, I had access to the mall and could get majority of items I needed. Thanks to the Hilton management.

One of the best hotels I’ve stayed in. Reception staff is extremely helpful and the rooms are very clean. Bahise cleaned my room many days in a row and did an extremely good job. I wish all hotels could be as clean as this one!

Top notch hotel, very pleasant and professional staff. The hotel restaurant is amazing, great food choices. The room was too small, as they had to pull in another bed for our 5 year old. Very close to the airport.

Great location if you are looking for a quick trip, connected to the mall, relatively close to the airport. Hotel check-in and check-out processes were smooth, accommodated my late checkout request. Room was clean and comfy, dine-in experience was pleasant. Surely recommended.

The hotel was nice but the some few things make not first or second choices. The Receptionist are nice, room are good but space are not good for family. Breakfast was shameful. For Arab and Muslim there is no (شطاف ماء).

great location, clean rooms, comfy beds, large desk with plenty of power outlets. 5 star service from reception to the lobby cafe and breakfast restaurant. I stayed several times at this property, never disappointed. Great staff. Thanks to Aykut and Yunus.

Many things in the hotel are not 5 star level! The service is very poor starting from the Reception staff .. till the check out process .. the location of fantastic but what the point if the service and staff will ruin the whole stay !!! The breakfast does not deserve 3 starts ... our ordered egg has been failed to be delivered 4 times ! Once burned .. second wrong order .. third they forget and my husband keep standing to avoid the lady taking the order to forget .. and at the end if was over cooked and the order was runny !!... the breakfast missed very vital items.. cheese options were limited to mozzarella balls only ! When order cheese the waiter said running out if cheese .. when I order Kymak ( cream) they also said running out of it !! At the end after checking out the points are not added to my account and chasing them for more than a week now with no usfull reply.

We came here to stay. My friend is a patient of dr Balta (very good doctor). I only think he needs to find a better hotel for his patients. Please be yourself (hotel staff) and you will be tipped. Don’t force or be over kindly. Or give less money back and act like we don’t see it. Just to say you don’t have 3 lira’s when mentioned. It’s not sincere! Because if I wouldn’t mentioned it, they would’ve keep it to themselves. Also first day we asked for more pillows and they told us they don’t have more pillows. For a 5 star hotel with alot rooms very strange. And then for us to contact our doctors assistant to talk to you. And then they brought more pillows right away. It’s all about money here. Let’s see if they are going to give us our 200 eu back. Without telling us the rooms is damage, because the wooden wall in the bathroom are damage when we first came in the room. This hotel is definitely not 5 star hotel, I’ve always booked with 5 star hotel. Give this hotel 3 stars. Not good for reputation! We love the cleaning lady Ayse! She cleaned our room very good! Very nice lady!

Great hotel, very welcoming staff and amazing breakfast. We have really enjoyed our stay here!

Clean rooms along with great staff. I have stayed at Hiltons across the globe and I will rank this in the top. Special appreciation to staff members Emre, Furlen, Savas and Taner. They are always cheerful.

Best place best staff ... Manger kadir and his assistant Canslu were very nice and friendly All of them, yunus Tarik sahin taner aykut and savas, were very nice. Please forgive me if I forgot someone or misspelled names...thank you guys , and it was a really pleasant experience.

definitely not a 5* hotel I came to the hotel by accident as a result of a system failure in Turkish Airlaines, together with several hundred other people. I understand that there was a lot of confusion about this, but the hotel staff was not helpful. Despite all the confusion, after a few days, despite repeated requests and questions for help, no one from the hotel staff wanted to help me contact the airlines or organize my return to the airport. I was completely ignored. the flow of information in the hotel was poor, no one knew anything, and I personally felt not taken care of, and a hotel of this class should rather support tourists. Overall, I do not recommend this hotel. The cleaning lady deserves a 5* rating as she was very nice and friendly, which cannot be said about all of the reception workers.

Excellent hotel in Istanbul! It is special to have a security x-ray checking machine in the entrance of the lobby. Dinning area is nice, spacing between tables are sufficient, to give you the relaxation.The staffs and chefs are friendly, to welcome and introduce the food. Mall of Istanbul (a huge mall) is located next beside, an exclusive pathway offered to the hotel residents to access easily. The Cat Manager always stays in the hotel check in area. Turkish people love cats, me too.

Worst reception service ever! They charge me 9.32 eur for mixed nuts when the public menu was 6 wur, I have all the evidence and Ruveyda, the lady in reception was super rude, didn't want to listen, when I told her I was gonna raise a complaint with Hilton and putting her name she try to avoid me to seeing it. I have never been treated that bad in a hotel in my life. I wish no one stay in this hotel ever again just because this person. She makes you feel not worthy hope Hilton does something about her.

I had the pleasure of enjoying a fantastic breakfast experience at Hilton Mall Istanbul, all thanks to the amazing breakfast team, especially Ms. Vesile. Her dedication and attention to detail were truly impressive. Every morning, she greeted me with a smile and made sure that I had everything I needed to start my day right. The variety and quality of the breakfast spread were outstanding, and Ms. Vesile's friendly and accommodating demeanor made the experience even more enjoyable. Her genuine care for the guests truly shines through, and I can't thank her and the breakfast team enough for making my stay memorable. Looking forward to returning soon!

Had a very poor experience. Night staff members and breakfast chef were helpful but the day staff at front desk and chef in kitchen were rude ( probably because of our Nationality). No vegan option for lunch except salad. Very unhelpful and were trying to push extra services.

Nice hotel. The hotel Connected to Mall of Istanbul/shopping centre and the metro (M9). Friendly host by front desk Ms Rubaedah (sorry if i spell wrong) thanks for your hospitality. And Ms Vesile and Firat bey at the restaurant. You are great ! The executive lounge need more vibes. Its should be someone to stand there assist us during the opening hours. Especially at dinner time (6pm-8pm). No turkish tea. We decided to take a coffee from the machine but the milk are no left :( . We could nt find any staff arround.. We stay plenty time in this hotel. And i have a same issues. But overall its good ! The room are nice..quite..clean..with comfortable beds.. Recomended !

Just as any other Hilton hotels, reception was very helpful and kind and trying there best to communicate with customers. Rooms were clean and beautifully packed. Breakfast was also great with variety of options to choose from. The best thing about it is that has Mall of Istanbul beside it.

I stayed here for a week, and it’s not bad but it doesn’t live up to a 5-star hotel at all. Good things: convenient access to the mall; it has most amenities of a 5-star hotel. Not so good things: there was an excessive amount of dust in the room. Doesn’t look like they change A/C filters here. Both fabric chairs and the bed bench had multiple stains. There were random futon cushions stored in my wardrobe - not from my room. The terrace is pointless because it’s dirty and looks out to a mall wall and A/C units below. The gym didn’t have towels or water. English fluency of most personnel is low, and it was really hard to explain some basic stuff. For example, I called them and asked to remove plates after room service but they brought another appetizer plate and charged me for it.

It's highly convenient as it's next to mall of istanbul but some facilities here didn't work and were not fixed for us throughout our stay (Reading lights and the bathroom drainage). Still loved the hotel and will come back to it!

Poor service .. I asked for help to get shower hot water..they send someone but nothing fixed. Stuff unhappy to serve .. I don't know why..

We were friends together, good place to stay: food, rooms, shopping.

I really like the hotel. Yes, traffic in front of it is quite bad, but it is at the entrance of the city and next to a mall. Full size fitness center and spa was nice surprise. Service is polite.

Its a vey bad hotel , not recommended anyone to stay here. Stuff are soo rude , i wonder how its a 5 star hotel with such room quality with no parking. You have to pay extra for hotel parking!!!!, main door broken , tiolet not working . Everything is just messy

Great decoration ..nice facilities Dont like the check in process because they leave me wait more than 20 min because the check in time time not enter ( 1:00 pm) ..also the view from back of hotel not good ..

Very nice staff and very good location near Mall of Istanbul shopping mall. However it’s far from the city center like taksim and Ortokoy. The room are clean, however the clean service is hard to get, the room can be left for days without cleaning. The breakfast below average and no much options with bad service. I would recommend the hotel if you want stay away from the city center and want the Furniture city Masko and shopping mall.

Pros: Nice room layout. Convenient to mall. Upgrade on room type as a Hilton "Diamond". Cons: 1. As noted below, serious plumbing problems! Both showers in our suite backed up when in use, water would overflow unless you took a very fast shower. NOT GOOD. 2. Master bathroom reeked of urine upon check-in. Asked for management to come smell, no one came. I walked out to hallway and found housekeeper and had her see and smell. She came to room and said "Smells like URINE!" and came back with a helper and they wiped and mopped. Next morning the smell has returned somewhat. Wholly and completely unacceptable. 3. Room furniture is filthy. Stains, feels like it was sweated on. Carpet feels dirty underfoot. 4. Room was not ready at checkin (1:30PM) and desk agent suggested we sit in restaurant and he would come get us in 15-20 minutes. One hour later after sitting in restaurant we went back to desk, original agent was gone and new man gave us room key and walked us to room. 5. 45 minutes to get a dessert prepared as we waited in lobby bar. Crazy. 4. No welcome gift/amenity (as Hilton Diamond status).

The best hotel in Istanbul , service and staff are really great , I would like to thanks all reception staff for their outstanding service ( Bensu )

We've arrived here late at 11:30pm my family was tired and my little one was hungry and saw ,Dominos pizza delivery had just arrived and wanted some as we were checking in we asked the receptionist to make an order all he did is to tell us to download the app and make it ..we've tried but no luck ask the guest service no luck no one helped us ...asked for extra pillows and sheets we were ignored. So im not happy with the service this time.

The place is amazing and the rooms are very luxurious. The best thing is also the location, which is next to the Mall of Istanbul. I would definitely recommend this hotel to any visitors or tourists. Keep up the great work and service!

One of the worst hotels I have ever stayed in …. A/C closes every 15 min for unknown reasons …. Our pre requests for quite rooms and hard pillows was completely ignored although they have acknowledged the requests. Room service is very slow …. It takes 20 min. For any requests . We have raised the complaints to the hotel manager , but it was also ignored. Gym facility has no towels neither water. When we asked for it they rudely told us you should get it from your room. It’s highly advisable not to stay in this hotel. Lastly the connection between the mall and the hotel is so far away.

the hotel does not deserve even a star. the security is zero “someone entered my room at night”. the cleaning system is not acceptable “ they left the garbage bags on the tables”. I dont recommend it for people with high standards

Reception welcome excellent, general dining good they take long to serve and they can do better - room cleaning and make up - very poor the three days we spent we always had to beg for our room and towels to be changed

Not enough public seats for the size of the faculty. Food court not well ACed. The worst was very poor taxi service/ rude trashy taxi usher. Really left a bad last taste of the whole day.

The level of caring in this hotel is phenomenal. I really like the attention to details. Everything is being set up to provide the customer with more relaxing and good experience I really like staying there and I will I will come back again. Thank you.

A unique experience feeling at home away from home... from the time you walk in till you leave. Very friendly and caring personnel taking care of your wishes and giving you good advice to make your stay enjoyable. Additionally one step away from subway station which makes it an easy access. Can only highly recommend it.

Its was our first trip to Istanbul, its beautiful place, hotel is so beautiful n room is clean. Especially our room attend is so much caring n lovely , she did our stay perfect n did extra mile ( to keep our prayer mate ) room 1804, 1805. B/f is amazing. In shaa allah we will visit soon.The only thing that was ,my daughter was not happy is that her room doesn't have bathtub other than everything was perfect ❤️

Great service, very nice people who work there. In terms of location: far far away from tourist attractions. In the area literally nothing to do. We stayed there due to corporate conference. But still very good service. Thank you Hilton Team.