The hotel was well located, and we had a comfortable stay overall. We enjoyed the hammam and the view from our room after we moved. The issue was our first night. We had specifically booked a room described as “Golden Horn View,” but the room we were given had a large balcony facing a white wall. The only way to catch a glimpse of the water and the bridge was to lean well over the railing and look to the left. It looked nothing like the view in the photos on the website when we booked. Reception insisted that the room was in the same category we had reserved. They offered to move us the following day, as there were no other rooms available that night. I’m a loyalty member with other hotel chains, and this was my first stay with ALL Accor. Despite the positives, the way the booking discrepancy was handled makes me hesitant to stay with the chain again.

We had a 24 hour stop over here on our way to Japan and it was perfect! Really friendly staff - all so helpful to make our short stay super-successful. Particular shout out to the Guest Relations lady who advised us on our day to make the most of Istanbul in a tight timeframe. We will be back one day soon! One or two gripes from us - the room air con didn’t work very well and the non Turkish breakfast could be improved - better fresh fruit would be great! Otherwise we loved this hotel and will come back to it next time!

Three day cultural break in Istanbul

The hotel’s location is excellent, but unfortunately that was overshadowed by a deeply disappointing experience that fell well below my expectations of an MGallery property. Our room on Level 1 was extremely noisy, with virtually no sound insulation. We could hear seemingly every noise from both inside and outside the hotel, which significantly affected our comfort. However, my greatest disappointment was the attitude of the reception staff and the airport transfer arranged by the hotel. I paid for what was advertised and explicitly confirmed in writing as a premium €80 private transfer. Instead, I waited approximately 20 minutes at the airport with no identifiable representative or signage, was passed between unidentified individuals, waited again in a parking garage, and was eventually collected in a distinctly unimpressive van. Nobody assisted with my luggage, which I had to load myself. The cash-only payment arrangement was particularly concerning. When I questioned the service and payment, reception staff told me that if I did not pay, the €80 would have to come out of their own salaries. I found this extraordinary and deeply inappropriate. The entire arrangement left me seriously questioning the transparency and legitimacy of the hotel’s transfer operation. Rather than addressing my concerns professionally, the reception staff were rude, dismissive and thoroughly unhelpful. As an Accor ALL Gold member, I expected considerably better hospitality, communication and treatment. I escalated my concerns directly to Accor Customer Care on 26 October, under case number 26…, specifically requesting assistance while I was still staying at the property. Despite receiving confirmation that my case had been registered, I never received a substantive response or any follow-up whatsoever. This lack of response is almost as disappointing as the original experience. I gave Accor the opportunity to address these issues during my stay, and nothing was done. While the location is a genuine positive, the poor sound insulation, unprofessional reception service, questionable transfer arrangements and complete absence of customer care follow-up mean I cannot recommend this property.

A lovely hotel in a brilliant location. Check-in was smooth and we were greeted with a beautiful room, fruit and cookies, which was a lovely touch. The bed was very comfortable, there were plenty of towels, nice amenities, and I was delighted to discover I had a balcony! The rooftop bar was also lovely, and the staff kindly opened the windows so we could enjoy the spectacular views. Unfortunately, the biggest downside was the noise. My room was on the first floor, seemingly beneath the restaurant or kitchens, and there was a constant noise coming from the ceiling, almost like a vacuum cleaner running. It started early every morning and continued well past midnight, possibly throughout the night. It was incredibly distracting and left me with a persistent headache. The balcony doors also offered very little soundproofing, so I could hear everything happening outside. The morning call to prayer sounded as though it was coming from inside my room and woke me around 6am every day. I ended up sleeping with my AirPods in, playing white noise, just to get some rest. I appreciate that some outside noise is unavoidable in such a central location, but the hotel really does need to improve its soundproofing, particularly for rooms on the first floor beneath the restaurant. I didn’t raise the issue during my stay as I understood the hotel was fully booked, although in hindsight perhaps I should have. Overall, a genuinely lovely hotel with plenty of positives, but unfortunately I didn’t sleep or rest well throughout my stay, which was a real shame. With better soundproofing, it could have been an excellent experience.

We had a great stay. The hotel is very well located and the staff very helpful.

Great location and really interesting hotel. Staff all helpful and welcoming. Didn’t really like my room with the window on the internal courtyard that was noisy at night with staff chatting and watching phones.

The room was in an extension at the side of the hotel and was noisy. The double glazing was ineffective. There were ants on the floor which appeared to come from behind the skirting boards. On one day the room wasn't cleaned and it took more than one complaint to even get the towels replaced. On one day there was no orange juice available at breakfast. Overall not the standard expected of a supposed 5* hotel.

The hotel is lovely, location is great and the staff are friendly. We stayed in a Executive Suite Duplex Room. I would not recommend this room type. The room description states "the dewy touch of a rainfall shower. Find serenity in sweeping vistas of the Galata Tower" We had a view of a wall and a small lane and had a tiny plastic hand held shower, far from the 5 star standard I expected from this hotel. I recommend a Junior Suite, much better layout.

Stayed here for 4 nights. Great view of the Golden Horn and nicely appointed room. Location in Galata was great.

Comfortable

The staff’s hostility went over and beyond helpful. They made sure we had everything we needed and helped us with our shopping Bags and luggage.

Breakfast was okay, I had dinner in the restaurant. It was pretty average, my steak was tough as hell and was delivered with the wrong source.

Rooms ok but Bathroom very small. Poor selection in dining room, alcohol very expensive

We stayed 7 nights then returned for one night. We unexpectedly got upgraded to the most beautiful room with panoramic views of the Gallata Tower. The staff assisted us with transfers and could not have been more helpful. Great place to stay.

My trip to Istanbul was cancelled by the airline the day I was traveling there. I emailed and called the hotel to explain the situation which was completely out of my control. I asked to receive a credit for a future stay or a partial refund due to the situation. I was denied without an email reply or a phone call returned. Very disappointing and horrible customer service. It was a life long dream to visit Istanbul. I was so disappointed by the situation and was hoping for some humanity from the hotel. I will not be recommending this hotel or visit in the future due to this unfortunate experience.

Our first impression of the M Gallery was very positive with a very nice welcome at 2am! Our room was spacious, pleasant and quiet. All the hotel staff were friendly and pleasant. The bar was a pleasant place for an evening drink.

We got in late, and there was nothing but a warm welcome waiting for us and an upbeat bellman who walked us through how the keycard system worked the lights and a/c, and made sure that we knew to ask him, or any of the other workers there, if there was ever anything we needed. The cleaning service was always timely and the front desk was always smiling and helpful. I really enjoyed the spacious room and the rain shower showerhead was a definite highlight after a long day of sight-seeing.

check in was a breeze - i arrived at about 230am- the hotel was a little dark but it was alright. there were staff around fully manned. the room was big . bathroom a little tight but still ok. the ceiling was domed shaped which was cool. i was on the second floor. so when in the room at night and the lights are on. i think outside can see inside the room. so i had to lower the blinds once the sun went down