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(not) Free pickup from Ataturk Airport - Hotel Sphendon

We booked the Hotel Sphendon (directly) for 3 nights. Per email below, we were just told they don't do free pick-up, except "April-October". Disappointed. :( Hotel Sphendon has sent you a new message. hello again our Free Pick-Up service perriod start from 1Th of April untill end of October, we are sorry but we can not offer free pick-up service..

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I am assuming that Ken is assuming that the pick up service was year around and, therefore, it is a complaint.