We stayd in Telegraaf for few days in February, we were 3 adults and 11 year old child. The oldest guest (77) had a bit difficult to walk, and with lots of stairs it was difficult to walk. The lift was always locked and even with asking it was awful hassle to get it open, so the old lady wanted to use the stairs rather than making all the hassle. We arrived at 10 am and the rooms were not ready ( I saw from the web that to hotel was not even fully booked). So we wandered around for 4 hrs, and they promised to call when the rooms were ready. At 2 pm we were so tired that we decided to go back to the hotel and they finally said the rooms are ready. We booked the silent nights with complimentary drinks on arrival, which we never got. Later I asked for the drinks and they gave me 2 vouchers. When we went to the bar they said that they will give us 2 drinks, so I needed to go back to the reception and ask for more vouchers .By the time they gave me 2 more vouchers half of the gang were so sick and tired of the service so they decided to go back to the rooms. We also decided not to drink those cheap proseccos which we almost begged for. For 5 star hotel, I felt like I am begging and not like I was a customer. Lousy service. Rooms were okeish and beds cosy, but all the rest are less than 3 star. Location is good, if you want to eat in expensive restaurants, all the shopping is too far. Next time swissotel.. I do not recommend this to old people nor people with young kids. I felt sorry for my old parents as this was their last trip abroad, and they did not get the service they should have received, and I hoped for, as I tried to book the best hotel in Tallinn which was not true at all, even Kalev spa next door is better even if the rooms are a bit outdated.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for taking time to review the Hotel Telegraaf here on Trip Advisor.
We do value all of our reviews greatly – the positive ones and the more critical ones - as they can be used as staff motivation and, as in your case, to further streamline our training initiatives.
Please accept our sincere apologies for the lack in communication both towards you and your family upon your arrival as well as internally as you did not receive what you have booked; here the welcome drink.
Allow me not to go too much into detail about the building structure of an old house, hence some stairs, yet we also think we are quite fortunate to have two well-functioning guest lift which reach all our guest room floors in our historic building as well as our handicapped lift - operator required to avoid mis-use - at the front door which is a slow moving lift designed for those of us who are wheelchair bound.
It is my understanding that at the time of your writing your review you were our in-house guests and that you were in contact with our Manager on Duty during your stay.
And the feedback I subsequently received is that you are indeed enjoying your stay and the beauty of the city of Tallinn.
Yet that does not take away from the fact that your initial experience was a negative one and again I hope you do accept my apologies for that.
Do rest assured that we are taking your review most seriously and our Reservations and Front Office Manager are already adjusting their policies and procedures to ensure that such a mishap will not occur again.
And maybe we have the opportunity of meeting in person prior to your family leaving Tallinn and our hotel.
Yet also through this platform, we do all wish you a safe and good journey back home !
With best wishes
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.