ELEGRAND HOTEL

Do not be deceived by the positive reviews of this hotel as we were. We (a group of 9) stayed at Elegrand Hotel in Van from 1st–10th September, booking three rooms (2 suites & 1 double room) for our family, including two older relatives and two children. Unfortunately, this was one of the most disappointing hotel experiences we have had. The property is advertised as a hotel, but in reality it felt much closer to a basic inn with very poor standards. Across our rooms, we experienced numerous issues: leaking bathroom taps/sinks causing flooding, no hot water in the bathroom sink, broken or missing wardrobe handles, door handles and skirting boards falling off, filthy windows and bed areas, dead light bulbs, TVs that did not work, and toilet seats falling off in two rooms. In one room, the toilet seat completely broke and had to be replaced. The beds were also extremely uncomfortable. The mattresses were hard, noisy, and the beds made noise every time anyone moved even in the neighbouring room. The pillows were so thin that we requested extra pillows, but these were not provided. The walls are paper thin, and noise from other rooms, conversations, the street, and the city centre comes through very clearly. There is also a gap between the window and ceiling area, which allows even more outside noise to enter. Basic service was also poor. We repeatedly asked for a mop because of the flooding water in the bathroom, but one was never provided. There are no phones in the rooms to contact reception, so every issue required going downstairs. The hotel lists an iron among its facilities, but none was provided. Room service was missed on Sunday because, according to staff, they had not received deliveries of their supplies. This shows a lack of preparation and attention to basic hotel operations. Breakfast was also inconsistent. On one day there were delays, and we had to ask for cutlery just to be able to eat. Two breakfast staff members were abrupt, although the two Persian-speaking ladies Farideh & Naz at reception/breakfast were kind and attentive. The most serious issue, however, was the complete lack of proper customer service from management. During our stay, the water supply stopped twice while family members were mid-shower, and no serious attempt was made to resolve it properly. We also came back from shopping to find staff arguing with my mother-in-law about the water being cut, then all of the staff arguing loudly at reception which was completely unacceptable. After raising our concerns with the hotel, we were told we had to go through Agoda for any refund and that it could take up to a month. Following Agoda’s advice, we politely and calmly approached the manager again to explain that we were unhappy with the beds, rooms, and services. We used Google Translate and even had reception staff translate for him. Instead of listening or trying to resolve the matter professionally, he became angry and walked away without properly speaking to us. This is not how a real business should treat paying guests. The manager refused to engage constructively, refused to offer a refund, and showed no willingness to accept feedback or take responsibility. In our view, the customer service skills were completely lacking, and the response felt focused only on keeping the money rather than addressing the genuine problems experienced by guests. After all of this, no refund has been offered. Overall, I would not recommend Elegrand Hotel Van. The rooms were uncomfortable, poorly maintained, noisy, and not clean enough, and the management response was deeply unprofessional. For families, older guests, or anyone expecting proper hotel standards, I would strongly advise booking somewhere else.

Do not be deceived by the positive reviews of this hotel as we were. We (a group of 9) stayed at Elegrand Hotel in Van from 1st–10th September, booking three rooms (2 suites & 1 double room) for our family, including two older relatives and two children. Unfortunately, this was one of the most disappointing hotel experiences we have had. The property is advertised as a hotel, but in reality it felt much closer to a basic inn with very poor standards. Across our rooms, we experienced numerous issues: leaking bathroom taps/sinks causing flooding, no hot water in the bathroom sink, broken or missing wardrobe handles, door handles and skirting boards falling off, filthy windows and bed areas, dead light bulbs, TVs that did not work, and toilet seats falling off in two rooms. In one room, the toilet seat completely broke and had to be replaced. The beds were also extremely uncomfortable. The mattresses were hard, noisy, and the beds made noise every time anyone moved even in the neighbouring room. The pillows were so thin that we requested extra pillows, but these were not provided. The walls are paper thin, and noise from other rooms, conversations, the street, and the city centre comes through very clearly. There is also a gap between the window and ceiling area, which allows even more outside noise to enter. Basic service was also poor. We repeatedly asked for a mop because of the flooding water in the bathroom, but one was never provided. There are no phones in the rooms to contact reception, so every issue required going downstairs. The hotel lists an iron among its facilities, but none was provided. Room service was missed on Sunday because, according to staff, they had not received deliveries of their supplies. This shows a lack of preparation and attention to basic hotel operations. Breakfast was also inconsistent. On one day there were delays, and we had to ask for cutlery just to be able to eat. Two breakfast staff members were abrupt, although the two Persian-speaking ladies Farideh & Naz at reception/breakfast were kind and attentive. The most serious issue, however, was the complete lack of proper customer service from management. During our stay, the water supply stopped twice while family members were mid-shower, and no serious attempt was made to resolve it properly. We also came back from shopping to find staff arguing with my mother-in-law about the water being cut, then all of the staff arguing loudly at reception which was completely unacceptable. After raising our concerns with the hotel, we were told we had to go through Agoda for any refund and that it could take up to a month. Following Agoda’s advice, we politely and calmly approached the manager again to explain that we were unhappy with the beds, rooms, and services. We used Google Translate and even had reception staff translate for him. Instead of listening or trying to resolve the matter professionally, he became angry and walked away without properly speaking to us. This is not how a real business should treat paying guests. The manager refused to engage constructively, refused to offer a refund, and showed no willingness to accept feedback or take responsibility. In our view, the customer service skills were completely lacking, and the response felt focused only on keeping the money rather than addressing the genuine problems experienced by guests. After all of this, no refund has been offered. Overall, I would not recommend Elegrand Hotel Van. The rooms were uncomfortable, poorly maintained, noisy, and not clean enough, and the management response was deeply unprofessional. For families, older guests, or anyone expecting proper hotel standards, I would strongly advise booking somewhere else.

The location was perfect. The bed had some noise and need more clean. There was no tissue or water inside the room but depends on the booking price was good.