Not the five-star experience advertised

I chose this hotel for my final night in Istanbul before a long haul flight back to New Zealand, based on its five star rating and how it is presented online. I was expecting a quiet, comfortable and premium stay. Unfortunately, the experience fell well short of that. Before arrival, I requested a non smoking room, a higher floor, and an airport transfer. The transfer was clearly listed on the reservation with my flight details. On arrival at the airport, there was no driver, no signage, and no contact from the hotel. I spent a significant amount of time walking around the airport trying to locate a transfer that simply did not exist. Multiple emails had already gone unanswered, and the hotel does not use WhatsApp like most properties now do. After a long international flight, I had no choice but to organise my own taxi. When I arrived at the hotel and raised this at reception, I was told they do not check the email address listed on their own website and booking documents. There was no apology and no meaningful explanation, despite the transfer being clearly stated on the reservation. Check in was slow and impersonal. There was no sense of welcome or service you would normally associate with a five star property. I was given a smoking room despite requesting non smoking. Although staff said this was not an issue, the room clearly showed long term smoking use, including an ashtray, yellowed fittings, and visible wear. The room itself was clean and the bed was comfortable, but the condition was tired and dated. Peeling wallpaper, marked flooring, and worn finishes made it feel far removed from anything resembling a luxury hotel. Noise was a major issue. Sound insulation was extremely poor. I could clearly hear footsteps and movement from the room above, noise from the corridor, and constant traffic outside throughout the night, even with the window closed. I have stayed in many hotels internationally, including lower rated properties, and this was among the worst for noise. Staff interactions throughout were cold and dismissive. Even basic expectations such as complimentary drinking water were not met, with additional water being charged despite the tap water not being drinkable. This hotel might be acceptable for a very cheap one night stay with low expectations, possibly for people attending nearby medical clinics. It is not suitable for anyone seeking a genuine five star experience. The main issue is the misrepresentation of the hotel’s current standard, combined with poor service and a lack of attention to basic guest experience, starting from the moment you land.