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“Poor customer service and shoddy accommodation” 2 of 5 stars
Review of Hotel Trotus

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Hotel Trotus
Emil Street Rebreanu no. 1 | Onesti, Onesti 601059, Romania   |  
Hotel amenities
Ranked #2 of 2 hotels in Onesti
London, United Kingdom
Contributor
13 reviews 13 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
21 helpful votes 21 helpful votes
“Poor customer service and shoddy accommodation”
2 of 5 stars Reviewed September 14, 2011

Hotel Trotus is a bit of a landmark in Onesti, situated at the top of the main route through the centre of town. It's well-located for banks, post office etc and there is a good restaurant, Trattoria della Citta, across the road. Views from the upper floors of the hotel are very nice and breakfast (Romanian-style only) is included. The breakfast staff are generally quite friendly and flexible.

However! Be aware that what Hotel Trotus considers to be 2- and 3-star accommodation isn't what we're used to in the UK. They tried to automatically charge us for a 3-star room, even though we'd booked 2-star and were given the key to a room on the 7th floor, which is shown on the tariffs board as being a 2-star floor. They ended up telling us to take the room anyway, but to give them the remote for the air-conditioning (the difference between 2- and 3-star, apparently).

The room itself was a decent size but the carpet hadn't been cleaned properly, if at all, as it was covered in hairs. There were holes in the top sheet and a further long hair on the undersheet. A dead moth greeted us on the side of the sink and there it remained, even though the cleaners came in daily. Smoking is allowed throughout the hotel and you could tell.

More shocking was the safety standards - or lack of. Despite being on the 7th floor the large windows had no restrictors fitted - incredibly dangerous, particularly as the windows opened at a low level. There was no bath and as soon as we attempted to open the shower cubicle one of the doors fell off and nearly chopped a finger. We managed to get the door back on its hinges, only to find there was still an inch-wide gap. There was no bath mat and the tiled floor was slippery.

We were careful not to allow the water to go through the gap but found a big puddle all over the floor nonetheless. The following night we realised the water was actually gushing out from the back of the tray and again we were awash with water. We rang Reception and asked to be provided with more towels as we'd had to mop up so much water. We had to go back down to the ground floor, they gave us a key to another room, told us to get towels ourselves from there and come all the way back down 7 floors to bring them the key back!!!

The following afternoon we were told the shower problem had been fixed. This turned out to be a blatant lie. There was absolutely no evidence of anyone having put any sealant around the shower tray and rather than fix anything, we found they'd just pulled the door off its hinges again. We were unable to get it back on properly this time and water was still coming out everywhere so at 11.15pm we'd had enough and asked to be moved.

Reception were not in the slightest bit interested in apologising or making up for the inconvenience, the near-accident or lying to us. On the contrary, they had the cheek to suggest we should be paying them extra for transferring us - contrary to what we'd requested - to a 3-star room on a low floor that brought in all the noise from the street.

By this time we'd decided to go to another hotel for the rest of our stay, but Reception refused to return our money for the remaining night, even though guests normally pay only when they leave rather than up-front, as we'd (foolishly) done. It had taken us 3 days to speak to a manager as Reception had given a variety of excuses as to his whereabouts, the last of which was that he had suddenly gone on holiday. It was only when we threatened to involve the authorities that a manager made a sudden appearance, and even then he threatened not to refund us if we attempted to make any bad comments about the hotel. Thankfully my husband is Romanian, otherwise I doubt we'd ever have got our money back.

We spent our last night at very basic Hotel Parc at the other end of town. The bedroom light didn't work, but it was half the price, the room was double the size and the staff were welcoming. They told us that a lot of people end up going to them after bad experiences at Hotel Trotus and I can well believe it.

The way Hotel Trotus Reception and management staff is truly shocking. You don't expect to be lied to, threatened and told "accidents will happen" when reporting dangerous conditions! They treat customers with utter contempt and really don't care at all. If you ever have to go to Onesti, I'd seriously advise against Hotel Trotus. If you really have to stay there, inspect the room thoroughly and pay only on departure.

Room Tip: The hotel's tariffs board claims the 2-star rooms are on the 7th to 9th floors (the ones with th...
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  • Stayed September 2011, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Rooms
    • 2 of 5 stars Service
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    2.5 of 5 stars
  • Service
    1.5 of 5 stars
  • Value
    2 of 5 stars
  • Cleanliness
    3 of 5 stars
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Additional Information about Hotel Trotus

Address: Emil Street Rebreanu no. 1 | Onesti, Onesti 601059, Romania
Location: Romania > Northeast Romania > Bacau County > Onesti
Amenities:
Bar / Lounge Free Parking Restaurant Room Service Shuttle Bus service
Hotel Style:
Ranked #2 of 2 hotels in Onesti
Price Range (Based on Average Rates): $
Reservation Options:
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