Excelsior Hotel & SPA Baku

Absolutely Terrible Service – Avoid at All Costs! We are staying at Excelsior Hotel Baku in two rooms for four people, and our experience has been nothing short of a disaster. Since early morning, we’ve been calling repeatedly for basic necessities like water, towels, and toothbrushes—and NOTHING has been delivered. Not only that, we went downstairs to reception 2-3 times, and still no action was taken. Because of this hotel’s pathetic service, we couldn’t even take a proper shower, and our entire schedule as tourists is messed up. We came here expecting a smooth and comfortable stay, but it’s been the exact opposite. This hotel has ZERO sense of hospitality, and the staff seems completely indifferent to guests’ needs. If you’re visiting Baku, do yourself a favor and stay anywhere else but here. Excelsior Hotel is not worth your time, money, or frustration. One star is generous.

The Excelsior Hotel and Spa in Baku feels like stepping into an old Soviet movie. The carpets are so worn they smell like history, and your room has a “special feature”—water dripping from the air conditioner, soaking the ceiling and floor. It’s like a mini waterfall, but not the relaxing kind! The ventilation system? Oh, it’s a treat—a noisy buzz like a nest of bees living above your head. Sweet dreams? Not here! The bathroom is a surprise. The shower has a big window with no curtains, so anyone on the terrace outside can see you. The tiles are super slippery, so watch out or you might slide! The shower lights work partially. The people at the front desk are friendly and promise to fix problems or give you a new room. But nothing happens. They just hope the problems disappear. Very optimistic, but not helpful! The standard rooms are in such bad shape they shouldn’t even be rented, but the receptionist says it’s our fault for not booking a “deluxe room.” Of course, how silly of us! The hotel says it’s close to tourist spots, but it’s surrounded by busy roads. You need a taxi to go anywhere, and if it’s rush hour, you’ll wait a long time because of traffic. Bring patience! The spa and pool are not fancy. Lots of people from Baku come, so it feels like a crowded public pool. You have to wear a swim cap—strange rule! It’s really not special. The carpets are old and falling apart, and the room lights are dim, making everything feel gloomy. The staff are nice and warm, but they don’t speak much English and can’t help much with problems. For the price, this hotel is a letdown. It’s like a bad joke. You’ll find much better places in town for your money. Unless you love old, broken things, skip the Excelsior.

Hotel is of a high standard of decor and finish with good facilities, however the staff are completely inhospitable and plainly rude. Completely unwilling to help and should not work in the hospitality sector. We arrived early to the hotel not expecting to be able to check-in, but expecting to be able to use the hotel facilities while we wait, as is the standard accepted practice in other establishments. The front of house staff namely 'Turgut' instructed us we were not allowed to use the facilities of the hotel and told us to "conduct our business and come back at 3" we asked if we could eat and drink at the restaurant (which we would have had to pay for) but was told "leave the hotel and come back at 3". Not only is this policy unacceptable for a hotel that presents itself as being luxury, but the tone and manners in which the staff treated us was unlike any experience I have ever experienced in a hotel as low as 2 or 3* let alone a supposed 'luxury' hotel. DO NOT BOOK THIS HOTEL UNLESS YOU WANT TO BE TREATED AS AN INCONVENIENCE.

We booked two superior rooms for 3 adults. The rooms are spacious enough but we could not control our own rooms’ temperature. It’s winter time but it got really hot. The rooms are decent but could be better. They are cleaned each day but the carpet in our rooms were not cleaned so much, it seemed. The hotel staff is very helpful, but use the translator app since English could not be so well understood by all. ||We also had breakfast included, which was decent with usual breads, fruits and live egg counters and tea and coffee and juices |The Bar and Restaurant staff is very good.|The property is old and needs serious maintenance.|The facilities are good, the gym and pool are beautiful and big, but half of the machines do not work. I tried two row machines and both were rusted, so be careful if you use the gym.|The drinks are made fresh and the food is also very fresh so surely try if you like something on the menu.|It is walking distance from the Heyder Aliyev center but you will need a cab to go to the old city and Nizami street.

Booked to enjoy open air pool.NOW CLOSED, BUT pictures still on web.Also menu for pool bar. Restaurants current prices higher than hotel website. LOVELY ROOM THOUGH.

Rude Staff, No Manager, and Zero Hospitality – Horrible Stay!||This hotel has been a complete disappointment from the moment we asked for basic amenities. Since early morning, we’ve been requesting water, towels, and toothbrushes — over the phone and even in person at the reception multiple times. And still, nothing has been delivered.||When I personally went downstairs to complain, there was no manager available. The receptionist couldn’t care less — cut me off mid-sentence to attend another guest, and brushed off the issue like it didn’t matter. That level of rudeness is absolutely unacceptable.||Because of their poor service, I couldn’t shower, our plans got delayed, and now we’re stuck here because we’ve already paid for the second night. Honestly, we’re worried about what else might go wrong.||Avoid Excelsior Hotel Baku — this place is all show, no service. It’s been one of the worst hotel experiences of my life.

Great hotel. But need some attention from staffs. Location is good. But not many place to eat nearby. Staffs were great. But little more attention towards guests were expected. We stayed there for two days and the room wasn’t cleaned on the second day. Not expected from Excelsior brand. I won’t recommend this place

Do not book this hotel. I received a smaller than advertised and booked room with a single bed instead of a king size bed. The staff than said that I had to pay an additional 50 euros to actually get the room that I booked. Afterwards, the manager admitted that they were wrong. This is not the way to treat your guests. Breakfast was good. Staff was friendly. Spa and pool were nice. Rooms are not very clean.