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“great hotel but terrible service in restaurants”

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Kempinski Grand Hotel Gelendzhik
Ranked #1 of 21 Hotels in Gelendzhik
Certificate of Excellence
Bratislava, Slovakia
Level Contributor
39 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
“great hotel but terrible service in restaurants”
Reviewed June 15, 2012

It was my second visit to this hotel. Almost everything is very good: rooms, food etc. Work of Nina Petridis, I think she is clients relations manager, is amazing, she alone can out-weight all negative sides of the hotel. But service in restaurant is simply horrible. We tried several times to eat in the restaurant and it was always a disaster. Waiters are incredibly slow and badly trained. They can bring menus in 30 min, take your order in next 30 min, than after hour and a half they come to the table to say that some things (fish in our case) are not available, than they may bring two soups instead of one etc etc etc. Unbelievable. The restaurant manager in response said that they are "understaffed" but I do not think that it is the only issue. Waiters are so unprepared, they mix-up orders, unable to give suggestion and simply lost.
This situation is in all restaurants of hotel. And my friends told me that they encountered it before.
To be fair, I have to say that food is great!!!!! If you have patience to wait and demand:)
Desserts, main courses, everything is delicious (in my opinion, I would just add more local fruits of the season to buffet). But after two hours of waiting and arguing with staff it is not worth it. We were regretting of not walking into the town instead and eating in some simple eatery.
And two more annoying things: 1. on busy weekends they lack enough deck chairs near the pool, 2. all these fancy huge cars parked in front of the entrance are annoying (though may be they just were fully booked that weekend)
Overall, if they are not going urgently and radically improve situation with service in restaurants, hotel is doomed to fail.

  • Stayed June 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Petrzalka
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (7)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Russian first
  • Turkish first
  • Any
English first
Bratislava, Slovakia
Level Contributor
39 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
Reviewed March 6, 2012

I was there just for a weekend at the party with family and friends. Hotel left very good impression. Service, food, rooms everything was very good. May be I would agree with some reviewers that it is not classical top luxury Kempinski - Hilton would suit much better. But for the Russian Black sea coast it has no competitors. May be there are nicer hotels in Sochi but they are prices there are outrageous and unless you fly into Sochi, going there by road is nightmare. Gelendzhik Resort & Spa is expensive but not over-the-top. Service was courteous. Pools were nice. Nice views. Concierge service was simply amazing, the girl,I do not remember her name now, it was exotic name and she had southern features, she was just so nice and helpful in organizing things for us - American customer service but with sincere attitude. She organized a boat trip for us, packed a lunch etc etc etc.
When I was there I had a feeling that for exception of typical unhappy arrogant faces of post-Soviet clientele this place can easily belong to any of the world's first class vacation spots.
We rented rooms in villa, great feeling to smell and look at the sea. Nice beds and linens, great bathrooms. Everything is high standard. As I said before - do not expect little "luxury touches" as you would in Kempinski, this is more like Hilton.

  • Stayed August 2011, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Petrzalka
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Kempinski Grand Hotel Gelendzhik

Property: Kempinski Grand Hotel Gelendzhik
Address: Revolyutsionnaya St., 53, Gelendzhik 353461, Russia
Location: Russia > Southern District > Krasnodar Krai > Gelendzhiksky District > Gelendzhik
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #1 of 21 Hotels in Gelendzhik
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Kempinski Grand Hotel Gelendzhik 5*
Number of rooms: 379
Official Description (provided by the hotel):
The third Kempinski property in Russia, Kempinski Grand Hotel Gelendzhik is an important congress and resort hotel on the Black Sea coast. Located in a well-known part of Cape Tolstiy on Gelendzhik Bay, the hotel sits on 8 hectares of relict pine trees. The property consists of a newly built eight-storey building with a triangular star and seven two-storey bungalows, comfortably hidden in the park. With its wings facing the Black Sea, Caucasian Mountains and the picturesque Gelendzhik Bay, the hotel stands right on the coast. Just a few steps along the green alley and guests enter into a private beach which merges into the famous city embankment. A walk of 20 minutes along the leisurely promenade while enjoying the shadows of the pines and breathing in the air filled with a coniferous fragrance brings guests to the centre of the city – the epitome of unrestrained resort life with numerous cafes, charming fountains, boutiques, clubs and various summer attractions. ... more   less 
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