Dear Hotel Management,

I would like to express my deep dissatisfaction with the quality of service and the unprofessional attitude of the staff at your hotel, which does not meet the standards expected of a five-star establishment.

Booking under the names Julia Kritskaia and Andrei Kritskii. Upon check-in, we were allocated in the new building, at the very end of the corridor where painting work was underway. The strong smell of paint filled our room, and I immediately raised this issue with the reception. Additionally, the air conditioner and refrigerator in our room were not working.

Shortly after, guests were checked into the room next to ours. They began shouting and smoking heavily as early as 6 AM. The smell of tobacco and smoke quickly filled our room, making it unbearable to stay or breathe. We called the reception several times asking for help, but the situation only worsened: the noise and door slamming increased.

After persistent requests, a hotel staff member showed us another available room. We were relieved, hoping to finally get rest without noisy, smoking neighbors. The staff member said we could stay, but did not give us the key. Due to our limited English, we did not understand that it was only temporary. Hours later, we were asked to move back to our smoke-filled room, which was completely unacceptable.

We spent three hours trying to resolve this issue with the reception and were unable to sleep. Eventually, I contacted my sister, who lives in the UK and speaks perfect English, with over 20 years of experience in luxury hospitality. She spoke directly with Fatima from Reception and explained the situation. Fatima confirmed that we could stay in room 3115 for the remainder of our stay until Sunday 13th April.

However, a day later we were again told we had to move back to the old building due to a supposed “misunderstanding.” This is highly disrespectful and unprofessional. Additionally, we were not provided with water for two days & towels, despite repeatedly asking. Staff promised to bring it, but it never arrived.

This level of service is completely unacceptable for a hotel claiming five-star status. We came to relax, paid a substantial amount, and made a group reservation for around 50 people to celebrate an important occasion, only to receive a very disappointing experience. Fatima, moreover, was smirking and speaking in a disrespectful manner, which is highly unprofessional.

I request that you take this matter seriously and provide an official response.

Sincerely,

Julia Kritskaia