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Reviewed March 13, 2018 via mobile

Cons:

Small room
Extra charge for parking
Little to no English spoken even on the reception— no explanation given on the arrival
Check in too late
Check out too early

Pros:
Views
Location
Food at breakfast

Look for a better place as its not a great value for money

Date of stay: March 2018
Trip type: Traveled as a couple
Thank 352victorp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam K, Dyrektor generalny at Hotel Diament Ustron, responded to this reviewResponded March 19, 2018
Google Translation

Szanowny Gościu,
Dziękujemy za wybór naszego hotelu. Wszystkie uwagi od naszych Gości są dla nas bardzo cenne. Dziękujemy za wybór naszego Hotelu. Z poważaniem Adam Krentusz, Dyrektor Hotelu.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 18, 2017 via mobile

So it is an Interesting one. I think it is a decent 3star hotel (as opposed to both 3 and 4 stars that it claims to represent), but non Polish tourists might find a few things odd. There is an echo of communist past in the way customers are being approached but, if you don't mind, you might actually enjoy your stay and there is a lot going for this hotel.

What I liked:
- quick email response
- approachable and friendly reception staff and hotel manager
- decent food (no thrills but good flavours and a lot of it)
- spacious rooms
- good location, a 20 min (steep) walk to the centre yet in quiet surrounding with many attractions nearby
- the sauna and swimming pool design
- spa, particularly massage related treatments
- baby friendly approach- cutlery, high chairs, baby baths etc. Brilliant!
- children's room & swimming pool
- very hard and very comfortable bed. Brilliant again!
- all rooms have modern balconies
- decent size tv
- fast internet
- safe in every room
- stunning views from some of the rooms

What I did not like:
- the room was not as clean as I would like it to be at times (we stayed for a longer period of time)
- check in at 4 pm. Really?
- very stuffy rooms, no air con in the 4 star part
- different companies own the spa and the hotel so their staff members do not seem to work together and know of each other's work
- cleaning took place at 6-7 pm every evening which meant that my room stayed messy for the whole day
- most of the 4star rooms face trees and there is only a limited mountain view from some while all 3star rooms face mountains directly
- staff felt helpless while facing challenges such as not enough breakfast tables or too many customers
- restaurant staff secretly rolled their eyes once or twice when I asked for a high chair or a different table
- it can be rather loud in the evenings (parties, families, city centre events)
- locked-up mini bar in our room - really?
- the cleaner told me to wash my own (hotel) glasses in the room as they don't replace them with clean ones (really?). The other cleaner tried to be more flexible.
- swimming pool still full of screaming children after 8 pm but mind you, it is a baby friendly hotel so it's what are signing up for

Tip: consider 3stars rooms with the mountain views and make sure you ask for them while booking. Otherwise you might end up facing a wall, car park or trees.


All in all, it was a decent stay. Yet, I was hoping for this extra 4star touch that simply didn't happen or maybe my expectations were different from what the hotel can offer. To me, a 4 star hotel means impeccable levels of service and cleanness, not a free bottle of water. Nevertheless I would certainly recommend this place for families traveling with children and I do applaud hotel's family angle.

Date of stay: August 2017
Trip type: Traveled with family
Thank Aeon_Flux2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam K, Dyrektor generalny at Hotel Diament Ustron, responded to this reviewResponded August 22, 2017
Google Translation

Serdecznie dziękujemy za przekazaną opinię. Wszystkie przekazane uwagi są dla nas bardzo cenne. Jest nam bardzo miło że nasz hotel będzie przez Państwa polecany jako miejsce wypoczynku dla rodzin z dziećmi.
Z poważaniem
Adam Krentusz, Dyrektor Hotelu.

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Reviewed May 23, 2017 via mobile

The staff was nice and the welcome was great and friendly.

The next day I was awakened by the 2 cleaning ladies who where cleaning other rooms on the same floor!

I went out and asked them kindly to be quite. Nothing helped I went out 3 times until I was fed up and called the reception and she had to speak to them.

It's a shocking me how can they be this loud in a 4 star hotel although I had the sign of be quite outside hanging on my room.

The room was ok but the sink in the toilet had cracks everywhere and the seat desk was fidgety. No maintenance.

I love Diament Group and I always stop by any of their hotels.

They need to work on the quality and train their staff.

Date of stay: May 2017
Trip type: Traveled solo
Thank Scary B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam K, Dyrektor generalny at Hotel Diament Ustron, responded to this reviewResponded May 24, 2017
Google Translation

Witam,
Szanowny Gościu serdecznie dziękujemy za wybór naszego hotelu oraz przekazaną uwagę. W imieniu Hotelu serdecznie przepraszam za nieprofesjonalne zachowanie obsługi sprzątającej. Bezzwłocznie po Pani zgłoszeniu, Kierownik Pionu HSK zwrócił uwagę naszym pokojowym oraz ponownie przeszkolił cały nasz personel pod kątem zgłoszonej przez Panią uwagi. Wierzę, że do podobnej sytuacji już więcej u nas nie dojdzie. Jeszcze raz dziękuję za wybór naszego hotelu oraz liczę, że będzie Pani naszym stałym Gościem. Z poważaniem Adam Krentusz, Dyrektor Hotelu.

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Reviewed May 16, 2017

Booked 3 night stay for one adult and a 4 year old. The reasons behind choosing the hotel was that it presented itself as family friendly and had a pool which was important as weather was a bit uncertain.
Firstly - positives:
1/ Clean, well looked after
2/ Good tasty food - unfortunately only option is BB or HB and there is no option of Full Board which is quite disappointing especially if the hotel is trying to present itself as family friendly. Every child in the world needs to eat more often than twice a day and there is a strict rule of not taking any food out of the restaurant (God only know why but let's leave this point) so your only option is to buy something in the bar/ restaurant or go outside. Easy if you are a driver but if you need to take a walk with a 4 years old and then walk back it becomes a bit of an issue... That does not change the point that what is served at meal times is rather nice and fresh with reasonable selection.
3/ Nice facilities for kids - outside there is a small playground and indoors there is a play room
4/ Pool and a separate small heated pool for kids

Now moving onto negatives:
1/ Check in time - hotel check in time is 16.00 and check out at 11. No idea what is happening during these 5 hours but it is incredibly late and most of the day is lost when you check in at 4pm.
2/ Information on arrival - most of the information about the place and facilities we found out ourselves before arrival and we are glad we did as otherwise we would know nothing. Nobody in reception informs about anything apart from meal times... No information about WiFi or about kids room.. you need to ask otherwise nothing is shared. How about "need to know" sheet for your guests????
3/ Pool towels - mhm... I would actually dispute the use of word "towel". What we were given was a dirty piece of rug which did not resemble a towel. I would probably use it to wipe the floor but would not dare to give it to my guests especially if I am trying to convince everyone that the hotel has 4* SPA and pool facilities - shameful!
4/ And finally "creme de la creme" of our stay and the main reason why we will not return to Hotel Diament and will not recommend this place to others. We booked a stay for one adult and one child (who stays free of charge due to age). We were however informed that the hotel does not have single rooms therefore we have to pay the charge for a double room despite the fact that only one adult will be staying. I tried to be understanding and agreed to pay for a double room but expected not to be charged for meals at least. Big mistake - we were not only charged for a double room but also for meals!!! Not a very kind lady who I discussed our booking with informed me "we do not have this option - do you want to book or not".... It reminds me of Polish classic comedy when the coat is lost and the cloakroom assistant tells the guest "we do not have your coat and what are you going to do now"??? The hotel is trying to reach European standard but it is still more 1990 than 2017...Actually, charging for service which is not provided is not only unfair but against any Consumer Act in any country. I understand that the hotel does not have single room - fair enough but then put people into whatever rooms you have and charge them for what they are using!!!
Happy to provide more information and looking forward to hearing from hotel management how they would like to resolve the situation with the refund!!!

Date of stay: May 2017
  • Trip type: Traveled with family
    • Sleep Quality
    • Rooms
    • Service
Thank LondonCity77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam K, Dyrektor generalny at Hotel Diament Ustron, responded to this reviewResponded May 17, 2017
Google Translation

Witam,
Szanowny Gościu serdecznie dziękujemy za wybór naszego Hotelu oraz przekazaną opinię. Każda sugestia od naszych Gości jest dla nas bardzo cenna, ponieważ pozwala nam stale podnosić standard świadczonych przez nas usług.
Jest mi bardzo miło, że doceniła Pani nasz hotel pod względem czystości, serwowanego wyżywienia oraz infrastruktury specjalnie przygotowanej pod kątem naszych najmłodszych Gości. Przykro mi, że podczas Pani pobytu wystąpiły również elementy które oceniła Pani negatywnie. Odpowiadając na Pani uwagi, pragnę odnieść się do warunków Pani rezerwacji. Zgodnie z zamówieniem Pani pobyt obejmował śniadanie oraz obiadokolacją. Hotel dysponuje również restauracją a'la carte, gdzie również dla naszych najmłodszych gości, przygotowana jest specjalna karta dań.
Podobna sytuacja dotyczy kosztu pobytu który Pani u nas wykupiła. Cena za pokój w konfiguracji którą Pani u nas zakupiła była podana w warunkach Pani rezerwacji. Takie warunki cenowe zostały Pani przekazane oraz zaakceptowane w momencie dokonywania rezerwacji. Chciałbym przekazać również, iż jestem do dyspozycji w celu ewentualnego omówienia Pani zastrzeżeń.
Dziękuję, za przekazanie uwagi dotyczącej ręczniku basenowego, bezzwłocznie dokonaliśmy przeglądu naszego wyposażenia basenu aby tą sytuację zweryfikować oraz poprawić.
Mam nadzieję, że pobyt był udany i udało się Pani u nas wypocząć.
Z poważaniem Adam Krentusz, Dyrektor Hotelu.

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Reviewed January 25, 2016

The hotel is divided into two parts 3 and 4 star. I was out in Part 4 Star but I must say that the rooms are very small, come furnished in accordance with the standard, in two people do not feel comfortable. The rooms have no ventilation which makes it very warm and dry, one possibility is to open the balcony but at minus 17 degrees it is quite difficult. Swimming pool is open only from 9am so no chance to use before the training.
The restaurant food is very good, but lacks local specialties.
An interesting fact is that one of the attractions at the pool is to be paid additionally.
The conference rooms are adequate but are located in the basement.

Date of stay: January 2016
  • Trip type: Traveled on business
    • Location
    • Sleep Quality
    • Service
1  Thank Wojciech P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam K, Dyrektor generalny at Hotel Diament Ustron, responded to this reviewResponded January 26, 2016

Dear Mr. Wojciech,

I would like to thank you for using the offer of The Diament Hotel in Ustroń, as well as for reporting to us your comments about your stay in our hotel and its hospitality.
Thank you for your opinion regarding meals served in our restaurant. I would like to inform you that the groups are strictly regulated by an order placed by the venue organizer.
Organizer sets the hotel menu which is served for the group and also has the possibility of agreeing pool hours while stay of the group.
I hope that your stay in our hotel was successful and we will have the pleasure of hosting you again.

Sincerely
Adam Krentusz
General Manager

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