Hilton Mall of Istanbul

We stayed here for 4 nights and had really disappointed experiences. As we booked a 5 stars hotel for our family anniversary trip, we expected more, but what we received was even worse than other 3 stars hotels of Hilton. - In the morning we checked in (January 22nd), the lady from security team surprisingly told me that she had never seen a blond kid (because I’m Asian, my hair is black and my kid is mixed). And she asked me if I was Chinese which I’m not. This is ridiculously racist?! - We checked in 2 rooms (1416, 1417). Our room 1417 had broken curtains so the room couldn’t be totally blacked out for my baby to sleep. Maintenance came to fix then promised they would be back to fix it one more time but they didn’t. In the evening, we figured out that the water in the bathtub was not hot, just warm, and the drain button was broken. We were disappointed and came to talk to the morning front desk agent next morning. Again he promised would send someone, after several attempts, everything was not perfect but acceptable. The same agent also promised that he would move us to 1418, but after that when my husband mentioned it, he acted like never heard of it. We gave up - The thing that ruined my feeling the most was that on January 23, around 7pm, my baby accidentally locked himself in the common place between room 1429&1420. We rang the bell but no one was inside any of the rooms. My husband ran to the lobby asking for help, i stayed with my son tried to call reception at the same time. The guy at the front kept asking my husband questions and ignored the key points that “we need master key” “my baby needs helps”. So my husband was mad and he left. The receptionist picked up my phone listening to my begging could someone please open the door for my baby, he said “okay madam”. AND NO ONE WAS SENT. Suddenly a belt man came up with a guest checked in to 1419. I was emotionally asked please hurry open the door, but he just stared at me confusingly. When the guest opened the door, my poor baby came out crying and shaking. He is only 13 months, he was freaking out. But since the scary experience happened, NO ONE SAID SORRY OR ASKED IF MY BABY WAS OK. This is cold blood I’m telling you. Someone can barely speak English, it’s ok, but when you hear a baby crying, as a human, you help! I talked to Baris next morning. He was nice, he said sorry, finally, but he can’t make it up for the whole front office team. We are Gold member of Hilton, but I think even a normal guest should not be treated like this!