Otelpuan for hotels: the listing, reviews and how to reply

Otelpuan is a Turkish hotel review site whose rights belong to Ets Ersoy Turistik Servisleri A.Ş. (Etstur). Guests review stays of at least one night, hotels reply free without joining, and published reviews stay online for at least a year. Its terms, read on 7 November 2026, are this article's only source.

A guest checks out, and a few days later a review appears on Otelpuan, a site your front desk has never opened. It is in Turkish, it names the breakfast, and someone has to decide before the next shift whether and how to answer it. This article explains, from the site's own published terms, how a listing appears, who may post a review, what the score rests on, how to reply, and how much time a small team should give it.

What is Otelpuan, and who uses it?#

Otelpuan is a Turkish hotel review site whose rights belong to Ets Ersoy Turistik Servisleri A.Ş., the company behind Etstur; guests post reviews of their stays and hotels answer them in public. The terms of use page (opens in a new tab), read on 7 November 2026, states that all rights to the site belong to that company, and that the site also links hotels in Etstur's portfolio to the Etstur website, so reviews and bookings sit next to each other.

The site is in Turkish, so its reviews and replies are written in Turkish. For a hotel whose bookings arrive mostly in Turkish, Otelpuan hotel reviews in Türkiye can carry as much weight as the international sites; for a hotel with almost no domestic guests, it is a smaller job. The site publishes no traffic or user count that we can cite, and this article cites none. Judge its weight by your own booking sources and by how often a guest mentions it at the desk.

Every statement about Otelpuan here comes from its published terms page, read on 7 November 2026; the regulation is cited from the Official Gazette. Terms change; re-read the current version before you act on a specific clause. We have no relationship with Otelpuan. Nothing in this article is a partnership, a recommendation or an endorsement, and nothing here was supplied by the company.

How does a hotel page appear, and who can correct its details?#

The terms describe reviews, replies and membership, not how a page is created or corrected; the pages read publish no claim or correction procedure, so ask the site in writing and keep your own record.

What the terms do cover: reviews attached to a hotel, a hotel's right of reply (Article 17), corporate membership, and the link between Etstur portfolio hotels and the Etstur website. What they do not cover, in the pages read: who creates a hotel page, how a hotel proves it speaks for the property, and how a wrong address, room count or photograph is corrected.

The practical step is the same either way: search the hotel's name on the site, note the exact page address, and treat that page as the one you are responsible for. Send corrections as one message, not five: each error with the correct value and the document that proves it, such as your Ministry certificate or your tax record. Keep the reply.

If a detail stays wrong, that correspondence is what you show a guest, an accountant or a lawyer. Without it, the argument is your word against a page. Do not create a second page or a duplicate listing to work around a wrong one. Duplicates split reviews, and neither page then carries the full picture.

Who can post a review, and how do reviews get in?#

Only a guest who has stayed at least one night, with listed exceptions, and each reviewer must declare no personal or commercial tie to the hotel and no payment or incentive for the review. Article 8 of the terms sets the one-night rule, with listed exceptions such as a guest holding a confirmed booking who was not admitted. Article 11 has users confirm that they have no tie to the hotel and were offered nothing for the review.

One route the terms describe: Etstur guest-survey scores, given on a 1 to 5 scale, are multiplied by 2, shown on a 1 to 10 scale, and transferred to Otelpuan within 3 working days at most. The pages read do not publish a full formula for the displayed score, so do not guess at one.

Published reviews stay online for at least one year under the Commercial Advertising and Unfair Commercial Practices Regulation unless the user asks for removal, and are listed by an objective criterion such as date or score, without separating positive from negative. The regulation behind that is Article 28/B, amended by the regulation published in the Official Gazette on 1 July 2026 (opens in a new tab) (No. 33297, in force 1 August 2026): only people who bought the goods or service may review, a verified provider response must be published in the same place as the original review once the complaint is resolved, and no one may be paid to write untrue reviews. Our article on Türkiye's 2026 online review rules covers the regulation in detail.

Whether Article 28/B also governs a hotel's replies on a third-party site was not settled in the text we read. For your replies, treat the site's own reply rules as the binding ones, and confirm your own case with a legal adviser.

How should a hotel reply to an Otelpuan review?#

Reply in the language the review was written in, answer only what the review is about, and keep the tone flat: the terms let Otelpuan decline all or part of a reply that is defamatory, disparaging, slang or abusive, or that strays from the review's content.

Replies are free. Article 17 says a hotel can reply to reviews without becoming a member or paying, so there is no commercial reason to stay silent. The content rule cuts against the hotel as well: a reply that insults the guest can be refused in whole or in part, and then you have lost the chance to answer at all.

Write in Turkish when the review is Turkish. A reply in English to a Turkish complaint reads as a template and tells the next reader nothing about the night in question. The structure that works: name the specific thing the guest raised, say what you checked, say what changed or will change, and give one offline channel for the rest of the conversation. Our article with example replies by complaint type gives worked drafts.

Never dispute a fact you cannot check, and never answer a review you have not read in full, including the guest's own photographs and the date of the stay. Never write, on any channel, that Otelpuan reviews cannot be trusted. The terms forbid a hotel from saying this in its own channels, and it turns one bad review into a story about the hotel.

Can a hotel get an Otelpuan review removed?#

Only in the narrow cases the terms set out; for everything else the route is a report with evidence, which our article on fake and unfair reviews covers step by step.

Route one: if the hotel proves that a guest was recorded breaking house rules and that this led to a dispute, Otelpuan may not publish, or may remove, that guest's reviews. Route two is about manipulation, and it works against the hotel, not for it: a hotel may not manipulate reviews, have staff or relatives post them, or force guests to write positive ones. If it is found to act otherwise, the site may add a publicly visible note to those reviews or remove them.

Route three belongs to the guest: a reviewer can ask for their own review to be removed. That is not a hotel's right and cannot be exercised on the guest's behalf.

A review you dislike because it is accurate is not removable. A review that is untrue, or written by someone who never stayed, is a different case and needs documents, not indignation. Keep the evidence in one place before you report: the booking record, the house-rule record, the correspondence. A report without documents is a complaint; a report with documents is a case.

How much time does Otelpuan deserve next to the other sites?#

For a hotel with domestic guests, give it a fixed weekly slot and one named owner; for a hotel with almost no Turkish-speaking guests, a monthly check is enough. Tier your review sites by where your bookings come from, not by how famous they are, as our guide to which review sites a hotel in Türkiye should watch explains. A site your guests actually read gets a named owner and a fixed time in the week; the rest get a monthly pass.

One person owns the replies and one backup reads them before they go out. A reply written by four people reads like a committee and says nothing.

If you use the corporate membership's review-request emails and SMS, sent through the "Yorum Sihirbazı" (review wizard) to guests whose details the hotel shares, the hotel carries responsibility for those messages under the electronic commerce law. Confirm consent and the sending rules with your adviser before the first send. Pass booking documents for verification without sorting them into positive and negative. The terms require it, and filtering can lead the site to add a visible note to those reviews or remove them.

Keep a simple log: date, score, what the guest said, what you fixed, who replied. That log is what turns a review into an operational change rather than a mood. Your own channels are the ones you control: the website, the confirmation email and the guest-facing pages. A review site is where the conversation happens, not where it should start.

What to do next#

Search your hotel's name on Otelpuan today, screenshot what is there, and put one person's name against a weekly reply slot. The site's own terms are short, readable and tell you exactly what you may and may not do, so read them once before the first argument rather than after it.