Qafqaz Tufandag Hotel

It was supposed to be a special birthday dinner at a so-called *five-star* hotel, but the experience was nothing short of disappointing. From the very beginning, things started going wrong. The starters were meant to be soup, but the order was taken incorrectly. By the time they realized the mistake and brought my soup, my friend had already finished theirs. To make things worse, my soup arrived alongside my main course, which was completely out of sync with the rest of the table. Since I wanted to enjoy my meal properly, I asked for my main to be taken away and brought later. When they finally brought the mains, only mine and another friend's arrived—our third friend was left waiting with nothing. Then I realized that while my plate was warm, my lamb chops were not. As we continued eating, my third friend’s food *still* hadn’t arrived, and unbelievably, it only came when the rest of us were already finished. We complained to both the waiter and the manager, but instead of taking our concerns seriously, they *smirked and laughed* as if it was all a joke. Their unprofessionalism made the situation even more frustrating. Eventually, they called the hotel manager, who at least understood what we were saying, but instead of making things right, he simply said he *couldn’t deal with it* and brushed us off, citing hotel policy that we still had to pay the full bill. To top it all off, they *ruined* the surprise my friends had planned for me. My friends had privately requested a birthday dessert for me, but instead of discreetly bringing it out, the staff loudly *announced* in front of me that it was "free" *before* serving it—completely spoiling the moment. And then, despite this so-called "complimentary" dessert, they still charged us for everything, including the service tip. After some back and forth, they agreed to bill it to our room, but it still felt like we were being taken advantage of. The next day, we complained to another hotel manager, hoping for a resolution, but once again, nothing was done. We were *forced* to pay for an awful dining experience, with no effort made to compensate for their repeated mistakes. This was far from the five-star experience they claim to provide. After spending so much money on both the hotel and the dinner, I’ve never felt more disappointed. Absolutely pathetic service. Spoke to 5 managers and not 1 helped !!!!!

A hotel’s true essence lies in its service-oriented mindset, which sets it apart more than its location or amenities. Unfortunately, this is where this hotel falls short. We faced multiple instances of poor service, such as needing to call several times for basic requests like water or clearing dinner plates. Additionally, when we requested food for our 1-year-old baby, they outright denied it, stating it was "not possible." The food quality was equally disappointing. Over our two-night stay, we tried several dishes like butter chicken and pizza margherita, but none were satisfactory. The pizza, in particular, was so bad that I reported it to the reception. Instead of addressing the issue, they took the pizza back, only to return later saying the chef tasted it and found "nothing wrong" with it. They refused to replace or refund it, leaving us feeling unheard and disrespected. It’s disheartening to see such lack of service and empathy at a place where hospitality should be the priority. A truly service-oriented hotel would never treat its guests this way.

We had an amazing stay at this hotel. The resort is at the perfect location to enjoy snow and cable cars. The service is on point specially Mr S Cesur in the restaurant for breakfast gave us great service and was very attentive. Would definitely come back here😍

Very good location, right on Tufandag ski slopes where we took the ski lift to the highest point, with beautiful snow. This is the Mountain Resort, not to be confused with sister property on Nohur Lake. The staff is friendly, though not empowered to make the small decisions. For example, they wanted to charge us extra for a cup of hot chocolate at breakfast (instead of coffee or tea which we don't drink). An upmarket or well-trained hotel will never do this. It is dissonant with the image they want to portray. Other than that, we recommend this hotel.

Everything about the hotel was at a different league. the location, the vibe, cleanliness, modern aesthetics, service at the restaurant and hukkah place, everything was excellent. We had an unforgettable stay there and will for sure return soon. The only flip side was the mediocre taste of the Chinese cuisine served at the restaurant.

It’s awesome , we had great time , though little bad luck as there was no snowfall at the time we were there but that didn’t lower our spirits . Great place for family , ski adventure, buggy rides , Cable Car rides upto the Top of snow clad peaks . On top a Great coffee shop

Hotel is an exceptional destination for anyone looking to experience the beauty of nature combined with top-notch hospitality. Nestled in the stunning Caucasus Mountains, this hotel offers breathtaking views and easy access to outdoor activities. The staff is incredibly friendly and attentive, always ready to assist with any requests or recommendations.Additionally, the hotel's location is perfect for skiing and hiking enthusiasts. The ski lifts are just a short distance away, making it convenient for those looking to hit the slopes. Whether you’re seeking adventure or relaxation, this hotel provides the perfect setting.

Everything! Smiling staff, yummy breakfast, active house keeping staff and facilities. One of the best stay we ever had. It was so easy to just go simply from lift to cable car and other leisure. Sauna, steam and Turkish bath was free and so worth it. The view from hotel was mesmerising. It rained at night and we were trapped around the clouds. We love the hotel and hopefully will come back again.