Rahul
Google
We stayed at the HI Baku for a total of three nights as two families with two toddlers. Overall, the Guest Services and Front Office teams were incredibly helpful, welcoming, and accommodating, offering a genuine sense of hospitality. While I initially worried about managing the stay with two toddlers, the hotel’s Guest Services team provided exceptional support.
Special Mention:
A special shoutout to Almaz, Mehriban, and Said for their outstanding service. Almaz, in particular, was exceptional, consistently going above and beyond to assist us. I observed her providing the same level of dedication and care to other guests as well. I would highly recommend reaching out to her for any assistance. The entire Front Office/Guest Services team deserves a 5-star rating for their professionalism and hospitality.
Areas for Improvement:
One area that needs attention is the hotel’s lack of awareness regarding member rewards categories and associated discounts. While I appreciated the complimentary breakfast and room upgrade provided through my membership, the 30% discount on F&B, as part of my membership benefits, was not honored.
Additionally, I was disappointed by some discriminatory behavior from certain restaurant staff. While I understand cultural nuances across Azerbaijan, such behavior is unacceptable in the hospitality industry, where inclusivity and guest satisfaction should be paramount.
Highlights:
The team made our checkout experience memorable by surprising us with a birthday cake for my daughter and joining in the celebration, which was a thoughtful gesture.
Overall Rating: 4/5
• Ambience/Room Cleanliness: 5/5
• Service: 5/5 for Guest Services/Front Office
• Improvements Needed: Better understanding of membership benefits and addressing discriminatory behavior in the restaurant.
