We expected way better service from a 5star hotel that claims to be luxury. It must be the special price we paid (but it was $400 which is not cheap) that influence the hotel staff. They treated us not like hotel guests but as if we were homeless using the hotel as a shelter on a cold night. Such attitude hurt my feelings. I was told that service is poor in Russia, but I had been to Moscow last year, and never came across anything like this.
To be more specific about our stay:
They told us they could not find our booking. No, no - actually what they said was that we hadn't made any reservation, and not that they were having problems finding it.
The luggage was not brought to our room.
The room was spacious, but the bathroom was very ugly.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
8 February 2012
Please see below the response of Marcus Scholz, Executive Assistant Manager - Rooms
Dear Immie Q S,
Thank you for your comments regarding your recent stay in our hotel. Any guest feedback being positive or fair comments helps us to identify our strong and weak areas.
Please accept our sincere apologies for the experience upon your arrival, which we understand gives a bitter taste for the remaining stay as you should be welcomed in warm and friendly way no matter what the reason for not finding the booking right away had caused.
Kindly see this as an unfortunate exception and not what you can usually expect as a service in our or any other Kempisnki Hotel.
As you most likely recognized the hotel has just opened its new refurbished restaurants and we just finished the re decoration of our hotel lobby followed by many other areas in the hotel. Beginning of 2013 we will start the refurbishment of our hotel guest rooms and with this we will also upgrade our bathrooms which are until today lean, functional and in a good condition, nevertheless we take your comments serious.
To understand better what went wrong it would be helpful to us if you could share some more details with us and contact me directly on my e-mail so we can avoid errors like in your case in the future.
We do hope that your travel plans will bring you to Moscow in the near future and we will have the chance to restore your face in us. Kindly contact me directly so I can ensure you have a real Kempinski experience.
Kind regards,
Marcus Scholz, Executive Assistant Manager - Rooms
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
