Its my second time staying in this hotel and both time my experiences were roughly the same.
The customer service is very poor. When I checked in I did not get any "thank you, have a pleasant stay" or any smile what so ever. If you go with some question they live you unattended before you say "excuse me" and only after they attend to you with unhappy face. We paid for parking space next to the hotel door and after we came back from a ride to the shop the space was taken by someone else. We decided not to ruin our holiday with arguments from the begging and just moved the car to another parking area.
Well that's the second worse part after customer service in the hotel. The people who greet and ask for a room number are very polite and friendly but as soon you pass this point and go to the buffet the cooks stand there with a miserable faces and look how much stuff you put on your plate. In the open cooking area during the breakfast (fried eggs) all personnel are very rude and miserable again.
We had a breakfast and dinner included in the price. The food on its own is all right. They change the menu a bit every day. Everyone who likes fresh salads they have a very nice fresh salad area also with salad leafs grown in their own garden. 2 garnishes, usually potatoes and something else. They do need to include rise in my opinion every day as well. 2 meat dishes, one fish, soup and something extra. Dinner time the food is nicer, breakfast does not have big variety, by 9 am there is no pastry left etc.
There is also a small restaurant next to the SPA and service there is much better. Nice place for a coffee if you dont want to sit in the crowded main restaurant area.
For the room we had a Junior Suite. I was very happy with the room. We had one bedroom with double bed, TV and balcony and living area - which was used as the second bedroom and had its balcony as well. The living area is very spacious as well. has a big sofa/bed, small coffee table, computer table, TV. All renovated, very modern and clean. The closet is very big, so u can take a lot of clothes with you! Also has a safe. The bathroom is clean and spacious as well.
I talked to people around and I know that the normal rooms are very small and not all people are happy with them. So be careful what room you take, I strongly recommend Junior Suite or higher.
All the room service ladies are nice and friendly, when you put the sigh on the door handle "clean the room please" the room is being cleaned in two hours.
The stuff in the SPA (all the professionals) are very friendly and very polite. This is indeed the highlight area of this hotel. It is renovated and very nicely decorated. Relaxing music is playing, creating the ambiance.. After whatever procedure they take you to relaxing area, where they serve you tea and you get to relax how long you want. They have 2 areas - one light, with tall windows and nice view, and one dark with a big fish tank, both very good furnished with white leather furniture.
Mostly Ex - Sovet Union is here. Not very nice place to be, as everyone is looking at each others plates and staring at each other. If you know how to ignore it,not a problem.
Very beautiful surroundings - 5 mins away from the Lake and the forest. You can rent a bikes (several bike rental places around - one very good on the way to Europa Royal hotel) and go to the woods; 10 mins drive in the car from new Snow Arena; 15 mins walking to the Water Park.
Next to our suite we had builders doing some work over day time. Nothing about renovations was mentioned on the website when we did the booking, but the sound of the drill was very annoying I would say. We just seen the sigh saying "sorry building work is going" when we were checking in. Things like that definitely NEED TO BE mentioned on the website. If you are a family with small kids, who sleep daytime, that would be a great problem.
Junior Suite +
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.