very friendly personnel at the reception,that is only one thing I can say about this hotel, I have very low expectation that you will be able to read my review because of screening policy with Google maps (you as a business owner can buy as many good reviews as you want from Google).Hotel is a very very outdated and needs a major renovation and this is not a normal hotel its a apartment style hotel LOCATED ON 3RD FLOOR, if you have any bags or luggage no one is going to help you, hotel is open from 8 AM to 8 PM so if you coming after 8PM you have to get hold of them first and follow their rules,they wont clean your room unless you tell them in advance (one day before) and all of these are for 3 stars hotel. Hotel is located on the very busy street so its impossible to relax and have a nice and quiet time ,for $200 -300 a night you can find a better hotel on the streets that are not crowded,also see my pictures , Thank you for your time and have a nice day.PS . I've got an email from administration of the hotel and they are saying their hotel is a 2 star not a 3 star,so please be aware, don't make a mistake like we did.
Response from the property
Dear Mr. Simkov,
Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not meet your expectations, although we would have greatly appreciated the opportunity to address your concerns during your stay.
As you were initially booked at another hotel within our group and were accommodated at our property due to an unforeseen issue at the original hotel, we understand that the change may not have been what you expected. However, we would like to clarify a few points.
Our establishment is a 2-star aparthotel, not a traditional hotel, and our facilities and services are designed accordingly. Our reception on the third floor, as well as our pedestrian street location, are part of the property's characteristics. We understand that these may not suit everyone's needs, but we believe it is important that guests are aware of these details before their stay.
While we do not have dedicated luggage handler, our reception team is always happy to assist. Unfortunately, no assistance was requested during your stay.
Regarding housekeeping, cleaning is complimentary but is not provided automatically on a daily basis. As an aparthotel, we follow an on-request cleaning policy, both to respect our guests' privacy and to reduce our environmental impact. Our reception team is available during opening hours to assist with such requests and any other needs.
We would also like to address your comment regarding purchased reviews. We take our guests' feedback seriously and categorically reject any suggestion that we purchase positive reviews. This is neither a practice we engage in nor one we consider acceptable.
We are particularly sorry that you did not bring any of these concerns to our attention during your stay. Had you informed our reception team that you were uncomfortable or dissatisfied, we would have done our utmost to find a suitable solution, whether by assisting you, offering an alternative room if available, or discussing the possibility of alternative arrangements.
We also regret your disappointment regarding the price. As your reservation was originally made through Booking.com for another property within our group, the rate you paid was determined by the original booking arrangements and the platform's conditions, rather than being a rate directly set by our establishment for a reservation made with us.
We are genuinely sorry that your experience did not reflect the level of hospitality our team strives to provide. Our staff was available throughout your stay and would have welcomed the opportunity to assist you. We are therefore disappointed that these concerns were only raised after your departure, as this does not give us the opportunity to resolve them directly with you.
We sincerely hope you will reconsider your rating in light of these clarifications and the fact that our team was never given the opportunity to address your concerns during your stay.
Thank you for your feedback, and we wish you all the best in your future travels.
Team Ammi Nice Massena
Google· 3 months ago
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