Oleg R.
Google
I usually prefer to write positive reviews, but in this case I believe it is necessary to share an honest and objective one. This is not an attempt to “bash” the hotel — it is a chance for management to address serious issues that are absolutely unacceptable for a property claiming to be five stars. I truly hope this feedback will be taken seriously, because direct communication, as experience shows, often brings no results.
The hotel presents itself as a high-class five-star establishment, but the actual service and room conditions do not come close to this standard. From the very first minutes it becomes clear that the basic principles of hospitality are not being followed: no greeting at the entrance, and the receptionist did not smile or show any level of warmth. The interaction felt cold and formal, leaving a negative first impression.
We arrived earlier than the official check-in time and asked a simple question about early check-in. The receptionist responded with a dry “check-in is at 4 PM,” without offering any alternatives — no options, no suggestions, no willingness to help. However, later another staff member had no issue checking us in at 3 PM. This inconsistency clearly shows that the service here depends entirely on the individual employee, not on any established standard.
Now to the rooms. We booked connecting rooms for a family stay, but what we found was nowhere near five-star quality — three stars at best. The bathroom had black mold along the silicone, and the jacuzzi was clearly not maintained. When we turned it on, flakes of dirt came out and the water turned dirty, making it absolutely unusable. This is not just a flaw — it shows a complete lack of maintenance and hygiene control.
Cleanliness was an issue throughout the room. Since we were traveling with children, toys would roll under the bed — and retrieving them revealed a thick layer of dust. The same dust was on shelves, under the TV, near the bathrobes. The beds are on wheels, easy to move, yet it was obvious they hadn’t been moved or cleaned underneath for a very long time. This is not a one-time oversight — it’s a systemic problem.
The hotel requires check-in at 4 PM and check-out at 11 AM, giving staff five full hours to prepare rooms. Yet even with this long turnover time, the rooms remain dirty. This strongly suggests that the issue is not with housekeeping staff but with management failing to provide sufficient staffing and proper oversight.
Even the furniture does not meet the claimed level: the bottom part of the bed frame looked worn out and decades old. Completely unacceptable for a hotel presenting itself as luxury.
The only part of our stay that truly met expectations was the restaurant and the bar.
The service was excellent, the staff were friendly, and the food was outstanding. Many thanks to the chefs — the dishes were truly delicious and improved our mood. We were celebrating our 10-year anniversary, and at least the restaurant helped make that day special. The bartender also deserves praise for preparing unique, flavorful cocktails.
Now to the details — the very details that define five-star quality. There was no hair conditioner provided, only a basic 2-in-1 shampoo and shower gel. This alone says a lot: the hotel is cutting corners on basic amenities that any true five-star property provides without question. These small things speak louder than any marketing description on the website.
One of the biggest issues was the pool schedule. Access for guests with children is only allowed from 2 PM to 4 PM — exactly the timeframe when check-in is at 4 PM. This means you cannot use the pool at all on the day you arrive. The next morning is almost impossible as well due to limited hours and the realities of traveling with kids. This is not high-level service — it feels more like the hotel is intentionally catering to couples without children, while families are treated as an inconvenient category of guests.
Everything looks beautiful on the website, but unfortunately the reality is far from what is advertised.
