Titanic Mardan Palace - All Inclusive

What was bad

I am severely disappointed in the customer service of reception and guest services. For a 5 star hotel such as the Titanic, their staff are not appropriately trained to place a guest's needs first. We were a party of 8 and several of us had issues with our rooms, which after several visits to reception and hours of arguing - yes arguing - were eventually addressed. Water leaking, light bulbs not working, rooms not cleaned prior to entering. My booking required a change of name as my partner took ill and a friend joined instead a few days later. I spoke with the booking agency (as I was told by reception) and Zenhotels changed everything without issue. However, this change was suddenly reflected in the Hotel's computer as me having a single booking, rather than a two person booking. They placed the burden on me to fix their technical issue, between the booking agency and the hotel. I was baffled. I called the agency three times and each time there was no issue on their end - stating they had added my friend to the two person booking and removed my partner's name. The staff were aggressive and hostile towards me, not listening, never apologizing, and repeating themselves over and over again that I should call the agency. Which I had. Three times. I was shocked that the staff were treating me so disrespectfully and claiming that I had a single booking, even though I paid in full for two people, and never even complained about wanting the money back for the second person for the days I was alone. The day my friend arrived, they held her up at the gate in the taxi because she "wasn't on the reservation," despite my showing them the new reservation at reception with her name on it. They would not accept my statements because it "wasn't on their computer system." Hugely disappointing. Staff bring this quality down to a 1 star hotel.