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Gästeberichte
Jeder Bericht und alle Bewertungen, die wir erhalten, werden überprüft. So stellen wir sicher, dass nur Berichte von Gästen veröffentlicht werden, die tatsächlich im Hotel übernachtet haben.
89%
Dieses Hotel empfehlen

Gesamterlebnis

4,2

auf Basis von 242 Bewertungen
89%
Dieses Hotel empfehlen

Ratings Breakdown

242Bewertungen

  • 5 Sterne
    127
  • 4 Sterne
    73
  • 3 Sterne
    20
  • 2 Sterne
    10
  • 1 Sterne
    12

Bad Experience

By

15. Januar 2018

I am not a keen feedback writer but this time I just couldn't resist the urge. Probably, it's just an issue of brand perception: if one books a stay at a Holiday Inn hotel the person usually knows what service and attitude to expect, especially, if she/he has previously stayed in other hotels of the brand located in the same country - in my case in Moscow - and was always satisfied with the experience.

The difference of Holiday Inn in St. Petersburg shows already at the arrival. The lady at the front desk didn't know whether they accepted Diners Club card or not, tried to process it several times and only after all her attempts failed called somebody to be informed that this card was not accepted by the hotel. Sure, I should have checked myself at the hotel's website whether the card is accepted or not but shouldn't the receptionist know it too? OK, after successfully processing a MasterCard I was given a donut as a compliment for being a Priority Club member (a rather questionable sort of greeting, I must admit) and a key to the room.

The room appeared to have windows looking at the fire staircase and at the windows of adjacent rooms. OK, somebody has to live in a room like this, especially, if she/he books a Standard but wouldn't it be more appropriate to give me, instead of a donut, a room with a better view? For instance, in Moscow's Holiday Inn at Suschevsky they usually don't just give me a better room but, when available, upgrade me to a Club level - why not follow this trait?

The room was clean though (and I must admit the cleaning service is the only one working properly at this hotel) but lacked a fridge, a minibar and there was no bathrobe available. It's strange for a property claiming to be a four-star to lack a fridge these days (while Moscow hotels of the brand sometimes even offer a minibar) and three-star establishments from the competing international brand offer fridge as the standard equipment in the rooms of their St. Petersburg hotel. Also, the TV set that was, probably, new when they built the hotel is obviously due for replacement now - and they should choose a better programming provider with a decent choice of channels and a satisfactory quality of picture.

My hope to get a bathrobe took a funny twist. The lady at the reception told me "the bathrobes are only available to the Superior rooms guests" and for some reason looked offended when I asked her whether it's possible to get a bathrobe at an extra charge for a Standard room tenant. OK, no bathrobe then.

The next unpleasant revelation took place next morning at the breakfast facility called "Milano restaurant". There were like five (!) waiters standing idle at the entrance joking with the lady who was asking entrants for their room numbers. After I informed her of mine I was given a fork, a knife and a tissue paper (that's just incredible - probably, this is the order they follow in some penitentiary establishments!) and escorted to the table. The buffet breakfast selection (and it's the only available) was poor but acceptable, however, the star of the establishment was a cook frying eggs. When I asked him to make me two eggs sunny side up with some cheese (the latter as well as some chopped tomato and condiments was placed near his stove) he answered that he could make the eggs but the rules prevented him from putting the cheese (or anything except the eggs) in the pan during the cooking and I could add it myself to the eggs when they were done. Ridiculous but, well, I could live with that.

Then I couldn't help but notice another group of three to four (!) waiters walking around the restaurant doing nothing except teasing each other and sometimes making up tables. They didn't offer any drinks (I had to pour myself a coffee and the only sort available was a filter while in the evening at this same facility one could order any other kind like espresso or cappuccino), they never brought checks to the tables - they just walked around talking to each other. Having said this, the restaurant - and the hotel in general - is extremely, visibly overstaffed but this apparently doesn't add to the quality of services. The restaurant itself, by the way, is huge, always 90% empty and could be three times smaller even if its purpose was to satisfy all the guests coming at the same time when the hotel is overbooked. But that's definitely not mine or any other guest's problem.
Every time I was leaving this restaurant in the morning I had to remind them to give me a check for signing because they (that happy group at the entrance) just didn't care whether I sign it (i.e. pay for the breakfast) or not - they were just apologizing and smiling...

I also once made a mistake of coming to this restaurant in the evening. The lady serving my table who brought a Pepsi instead of a Coca I ordered told me that, from her point of view, it was the same so I, supposedly, shouldn't have noticed. And then again there was that usual group of happy youngster waiters standing at one corner of the facility, teasing each other, joking, playing games and completely ignoring me waiving my hands in order to draw their attention. So I managed to get my check only when I stood up and came up to the hostess lady...

Now about the "gym" as it's called at the hotel's website or "mini gym" as they position it at the hotel... To put it simple, it's a disaster. There were like only five pieces of equipment and all of them old, crumbling or completely broken. The available towels were so small they wouldn't cover any seat and the cooler didn't actually cool water. Everything was terrible. In the same time, the room of this facility itself is large enough to easily accommodate a proper gym, not a "mini", if they would care - but would they? Interestingly enough, when I was trying to locate the gym I asked an employee - you can always meet a number of those roaming the hotel's corridors - where I might find it and he answered he didn't even know they had one... He was standing two steps away from the entrance of this "mini" thing. Definitely, the hotel needs fewer employees and a better management.

Finally, when I was checking out, it appeared they have added a "10% service charge" for my unpleasant experience at that "Milano"... And I was asked whether I liked it - like if they really cared. But, of course, they apologized, again, smiling at me. So would I come to this hotel again? Of course, not. Would I recommend it to anyone? I will, instead, tell my friends to avoid it at any cost and book a three-star facility closer to the city center, cheaper and offering a better experience in any respect - and St. Pete is abundant of those.

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