During our stay the hotel was full of diplomats and local people protected by bodyguards. To be honest, the more security people I see, the more unsafe I feel. The first time in my travel life we were not allowed to enter a lift because a “VIP” needed his privacy in the cabin, a bodyguard send us away.
We paid for an upgrade (from classic room to standard room) but even then the offered room was rather small. No coffee making equipment, no iron, no fruit plate, in the bathroom only a bath tub / no shower, rather old. WIFI signal in the room (802) was very weak or not existing.
We ordered via room service coffee, were surprised that we have to sign a price 50% (60UAH) over the published (40UAH) price in the menu card on the desk. Comment from the waiter: Sorry, the price has been changed) A pot of coffee was served. The next day only a cup of coffee was served for 60 UAH.
After these two incidents we started to feel ripped off, but my major concern is the failure of the existing quality management of the hotel, which is a member of the Leading Hotels in the World:
On the bed they placed a notice card “Tell us one thing how we can improve”. The first day I filled out the form with a comment on the different coffee charges and handed it over to the receptionist in the evening. We did not get a reply during our stay (three nights) and afterwards. This is the worst thing what can happen in quality management process; the customer has the impression, that his feedback is good for a waste box.
The check-out process was rather unprofessional, the staff was unable to cope with a mixture of cash/crdit card to fix the bill.
The location of the hotel is not so good for private visits, the metro is 15 min walk, steep hill and there is no public transport nearby. And, if you have to pay a lot for the extras (room service, breakfast), the hotel is very expensive.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Bernd S,
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first of all Thank you very much for taking the time to write this Review.
I apologize for the issues that you experienced during your stay with us and can assure you that we take every Comment very seriously as well as appreciate your honest and direct Comments.
I would appreciate if you could get in contact with me via DMohren@opera-hotel.com so that I can personally apologize. We still hope that you will give us a second chance during your next visit to Kiev and I have the chance to meet you personally.
With very best regards,
Opera Hotel Kiev - A Member of the Leading Hotels of the World
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.