I would strongly advise everyone…
I would strongly advise everyone against booking through this company. We booked a room for 5 hours during a 7-hour layover at Istanbul Airport. We were flying from Europe to Istanbul and then continuing domestically from Istanbul to Izmir.
We tried to find the location of the room, which, by the way, cost around €200 for just 5 hours! We were then informed by airport staff that we were not allowed access because we were taking a domestic flight, not an international one. Apparently, the area where the rooms and cabins are located is completely inaccessible unless you are flying internationally.
This was despite the fact that we showed them our booking confirmation.
I called Kepler’s reception, and while the staff member admitted that nowhere on the website does it clearly state that access is restricted to international passengers only, and even agreed that this was misleading, he said there was nothing he could do. He gave me an email address and told me to request a refund.
What happened next was beyond ridiculous. I received a generic, copy-paste response saying they could not refund the money because I had not cancelled at least 24 hours in advance.
How exactly was I supposed to cancel 24 hours beforehand when I fully intended to use the room and was physically standing at the airport at the exact booked time, ready to check in — only to be denied access to the room I had already paid for and intended to use?!
This is outrageous and feels like a complete scam. The customer service is unprofessional, careless, and shows absolutely no respect or consideration for customers. I feel completely ripped off.