How can I start, I was nervous to come because of all the bad reviews I was reading. We arrived 5 days ago and at the airport we paid 1062 gel for a taxi but the guys was not speaking one word of english we tried to communicate with him and it was impossible. Check in: very pleasant the front desk staffs are very nice and really try to help, for me they are the most trained and was my highlight in our stay. Still not a 5 star but compare to the rest it is luxury! Room: I feel the rooms were nice we had enough space and it was clean on arrival, we had 4 rooms in total with a suite which was more like a family room, be careful their sofa bed are not standard and a child of max 4 years old can sleep in it. We requested to change the sofa bed as out kids are 9 and after 2 days asking they finally changed the bed, we paid 2 nights were our children could not sleep properly because their legs was too long for the small sofa bed! Housekeeping: this part is a disaster, they just make the bed and thats it, not even clean the tooth paste mark in the bathroom, toilet are not clean. If you leave clothes in the bed they will take it and put where they find space, no folding no tidying, my house is much cleaner and tidy that this 5 stars hotel. I have never had a refill for the body lotion they have zero attention to details and they don t speak a word of english… Restaurant: staff is trying to be nice but you can tell it is not natural they don t like their job and they seems not to care about us, a week of eating lunch and dinner and still treating us like stranger not a nice word I will put that on the culture but not in a 5star hotel. Food is good quality, but international food choice is missing and they are absolutely the less flexible people I have ever experiences in an holiday. Be ready to wait, wait and wait and be ready that they are living on excuses and one of the most concerning excuse was we have too much guest…. Ok so next time will go skiing in July so they might be coping better! Bar: rudest staff Except one. I did not even know In a 5 star hotel in 2022 that could exist, I understand eastern European are not the friendliest people on earth and I’m ok to embrace the culture but we are in a 5 star hotel and I should not see any of this, they managed very badly their orders, they argue with you and when you complaint it is never their fault and the way they talk is so rude. Customer service is not part of their culture or vocabulary. Ski rental: that is not the hotel staff but they I will only say 2 words RUDE and DISRESPECTFUL, they are laughing at your face in Georgian that was quite an experience. OVERALL: It is way overpriced for the experience, the GM which I met tried to explain the difficulties of finding good staff and if she could run the entire place alone with her attitude it will be a great hotel unfortunately 80% of the staff are not up to standard and it can ruined your holidays. Staying at this hotel will cost you a lot
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