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Reviewed 15 October 2018 via mobile

I stayed here for five nights in a Superior Room.

The room was smallish and nicely presented with a clean modern feel. Fundamental items that would have been nice include an iron, a chair and a box of tissues. Neither were in the room and on asking reception could not help with tissues. Lack of a chair meant I did work from my bed when I woke at 3am with jet lag...

The range of foods at breakfast was great however I frequently experienced a disjointed service - some mornings no butter, no forks, no coffee cups, or the coffee beans in the machines was empty and orange juice also.

The service staff seemed to be busy socialising with each other out the back or on their phones, which I think made the problem worse. I noticed this as several times I went to their ‘back of house’ entrance, to get help for more forks, coffee cups etc. That’s hard to excuse.

More than once my table food was cleared while I waited on staff to fix something so I could get a coffee etc. if you go to breakfast here, bring a coat to hang on your chair and to signal to staff that the table is still occupied. Although even that won’t always help.

The room was always too hot. I turned off the central heating and reverse cycle air conditioning. I was not able to activate the cooling function at all.

There is no self serve laundry facilities here and laundromats are apparently a foreign concept here. A small load of washing through the internal laundry service cost me 3260 rubles. Very expensive. Worse still the clothes came back smelling a bit like cigarettes, much like the entrance to the lobby of the hotel. Locals warned me not to use the internal laundry service for thermals cause they’ll likely come back melted!

On the hotel entrance, the clouds of cigarettes and overflowing adhtrays at the entrance were a real problem for me as I had laryngitis at the time! It would’ve beeen much nicer if smokers had a coveted smoking area off to the side rather
Than directly in front of the
Hotel. That would also improve the odour in the lobby.

All of these little things are trivial in isolation and I managed to not to let them collectively frustrate me! However if this trip meant a lot to you or you’re highly strung, being aware of the above in advance will help you manage your expectations.

Despite all this, the reception staff were prompt, had reasonable English and tried to be helpful. Best of all the room was clean. Well done housekeeping! Additionally, the hotel has wonderful views on the front side, however if you want to experience those from your room you’ll need to book something better than a superior room.

Perhaps I will stay here again as it is still reasonable value (nothing extraordinary though), with lower expectations next time and in a room with a chair (and hopefully an iron).

Date of stay: October 2018
Trip type: Travelled on business
Thank Alistair H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Наталья Б, Менеджер по обслуживанию клиентов at Hotel Saint Petersburg, responded to this reviewResponded 15 October 2018

Dear Mr. Alistair H!
Greetings from Saint Petersburg Hotel. Thank you for taking the time to write a review. We truly appreciate your open and honest feedback about your experience at our hotel. Feedback for us is very important as it helps us to understand where we are performing to a high standard and the areas where there may be room for improvement. Restaurant Manager has been informed about your comment in order to take a proper action. Your notice regarding the smell of the the clothes sent to the laundry service in order to check the materials of the washing and storage condition. We do not have self laundry facilities, we have ironing room (located on the 3-rd floor). Your notice regarding the entrance and smoking area infront of the hotel sent to the Hotel administration. At the same time we are glad to know that you were satisfied with the Front Desk and housekeeping services. We would like to regain your trust and hope to serve you again in the future.
Kind regards,
Natalia
Customer Service Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 October 2018 via mobile

Check in and out was very fast, no problems at all.

We were given a room upgrade to a river view and the top floor, wow, stunning view over the city. The room was large having a separate seating section and a separate area for the bed. The room was kept very clean by the staff during our stay.

That’s sort of where the good ends.

There was no safe in the room, something that is standard the world over now. The thermostat on the shower would not control the temperature correctly meaning that you were constantly changing the temperature which was either too hot (and I really mean almost scalding) to too cold.

The breakfast buffet was really a free for all, we went down towards the end of breakfast and it was not too bad but at peak times it was pandemonium.

This is not a place for a romantic getaway, too many large groups, weddings and children’s groups.

Evening meals were either a set price buffet or from a menu, again people spilling from one are to another.

We tried the rooftop restaurant on one evening. Lovely views and nice food, although quite pricey, however we were asked if we could finish our meal quickly at 9:45 as they were closing at 10:00! On a weekend too!

This is a real pity as the hotel is laid out quite well and really deserves more from the management side.

Date of stay: October 2018
Trip type: Travelled as a couple
Thank mickeybUK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Наталья Б, Менеджер по обслуживанию клиентов at Hotel Saint Petersburg, responded to this reviewResponded 15 October 2018

Dear mickeybUK,
Greetings from Saint Petersburg Hotel!
Thank you for taking the time to write a review on TripAdvisor. We truly appreciate your open and honest feedback about your experience at our hotel over the holiday. According to the Hotel Policy we do not provide a safe box in the room. Thank you for notice regarding the water. Our Engineering has been informed about this situation; more supervision is requested.
Please accept our apologies for the inconvenience in the rooftop restaurant. Restaurant Manager has been informed about your comment to take a proper action.
We will do your best to improve the service and we will be happy to welcome you again.
Kind regards,
Natalia
Customer Service Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 October 2018

I have just returned to my room after a meal in the main restaurant/bar. We waited ages for the bill then had to go to the bar to pay. Five staff maybe six sitting and standing near the entrance, all on their cellphones. Offhand in their manner. I told them that their service and attitude is shocking and the need to seriously improve. The supervisor came in from just outside the restaurant entrance. He looked me up and down brazenly and said sarcastic 'goodnight to you.' I will never stay here again. Nor will I encourage anyone else to stay here. A hotel ruined by its idle, rude staff.

Room tip: If you want good service do not come here.
Date of stay: October 2018
Trip type: Travelled with friends
Thank penolpoeth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Наталья Б, Менеджер по обслуживанию клиентов at Hotel Saint Petersburg, responded to this reviewResponded 8 October 2018

Dear penolpoeth,
Greetings from Saint Petersburg Hotel!
Thank you for taking the time to write a review on TripAdvisor. We truly appreciate your open and honest feedback. We are very concerned with the comments you made about the Restaurant service.
Please accept our sincere apologize for the situation you faced after the meal. Restaurant Manager has been informed about your comment and proper action will be taken after the investigation.
Once again we are sorry. We are deeply regret that the service were not up to your expectation.
We would like to regain your trust and hope to serve you again in the future.
Kind regards,
Natalia
Customer Service Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 August 2018 via mobile

We choose to stay here as we were looking for a nice central location hotel that was close to the local attractions and amenities. While not exactly central, the hotel is conveniently located near to the all major transport networks, including the Bus, Metro and Water Taxis. It is about a 45 – 60 minute trip from the airport via bus and metro service. Walking to the Hermitage takes about 40 mins and is a fantastic way to get acquainted with the city as the route takes you past some of the most impressive building that the city has to offer as well as over some spectacular bridges and past the cruiser Aurora as well.

The hotel has been around for a while, but has undergone some modernisation in recent years and this is now evident in the way in which the place looks. The lobby, restaurants, rooms and corridors are all fresh and tidy and have a contemporary feel to them with out being alienating and too outlandishly traditional or overly modern that they could be considered sparse. The only sign that the hotel is older than its looks is in the lifts, which still seem to be stuck in the 1970's in terms of their design, speed and frequency. At times it could take up to 10 minutes for one to arrive on any floor.

The hotel retains a business like feel, probably exaggerated by the large conference centre and theatre attached to it at the rear. This often means that large groups of businessmen or performers will be using the hotel and that can make it seem a little congested at times. This is especially relevant when everyone wants to use the lifts to get to the breakfast restaurant and they all cram into very small spaces to ensure first grabs.

On the food and breakfast, the range and selection of food available is very good indeed, and offers the usual fayres that you may come to expect from such a hotel. There is fresh fruit, cooked meats, salads, egg stations and cereals dotted around the restaurant with plenty of tables to sit down at an enjoy. Coffee, tea and other drinks are all available. If you are travelling with young children be aware that there was only one high chair on offer and it was in high demand, so get in quick if you want it. Otherwise it provided very well for children and a cot was included in our room for no extra charge and our request for a bath was granted with no questions.

The rooms are very nice and comfortable with large beds and a good amount of living space in the suites. The bathroom that we had was huge, and incorporated a full size bath and shower area as well as two sinks and large toilet space to boot. The views from the living room are probably amongst the best in the city and offer wide sweeping vista across the Neva River and the many bridges that span the currents. You can easily make out the various land marks that dot the river banks. The Cruiser Aurora, the Hermitage, St Isaacs Cathedral and The Fortress of St Peter and Paul are all full visible and if the weather is right are brilliantly lit against the sky. If you are up late or early enough (depending on your point of view) you can see the bridges all lit up and raised at night which makes an awe-inspiring sight and one you will remember for a long time.

Service wise, however, is mixed. The staffs are pleasant enough and speak a multitude of languages but are not always quick to respond to requests and at times seem a little distracted. One such incident was on the Friday a DJ was playing a set all through the night in the top level restaurant and it went through from 10pm to 6am very loudly. The next morning, on enquiring about the noise, the staff were indifferent to the mass amount of complaints and simply said it was pre arranged and no one else had complained, despite the large line of people complaining!

Beware of additional charges that seem to come out of nowhere and are for the littlest things. For example, if you need a letter of invitation for a visa, they will charge you for each one, around £20 with the exchange rate. Likewise they charge an admin fee for passport collection on check in, again about £12 per person. While this may be normal it does seem a little odd, considering that western chain hotels seem to offer all of this for free. We managed to avoid other charges but we noticed that they were snuck in at times.

Highlights and plus points:

Great location
Easy to find
Great transport links
Close to local amenities
Clean and tidy modern rooms
Secure
Safe
Good food and a great breakfast
Good value
Great rooms

Negative points:

Watch those service charges
Service is average at best
Only one high chair

Overall it is a good hotel and in a great location just watch those charges and late night DJ sets.

Date of stay: August 2018
Trip type: Travelled with family
1  Thank titanicjoyrider
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Наталья Б, Менеджер по обслуживанию клиентов at Hotel Saint Petersburg, responded to this reviewResponded 3 September 2018

Dear Chris,
Greetings from Saint Petersburg Hotel!
We would like to thank you for sharing your vacation experience - we are very happy that you enjoyed your stay in our hotel. Thank you for such open and detailed review as it will very help to another travellers to know the city and the hotel before the visit.
We are deeply sorry that you were bothering by the noise. Regarding the Reception staff please be informed that the additional training session already organised to be provided to Front Desk staff in order to improve quality of the service. We do have plans for some renovations and the lifts already in this plan. Restaurant Manager has been informed about your comment regarding the high chair.
I would like to clarify the situation with the payment. Letter of invitation cost 1200Rub, migration service cost 200Rub.
Once again we are thank you for such a great review and we are looking forward to welcome you again.
Kind regards,
Natalia
Customer Service Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 August 2018 via mobile

The hotel itself is quite nice and in a nice location. The rooms facing the river are pleasant.

The problem is with the catering and the staff. Breakfasts (inclusive in my stay) are truly horrible.

Room service includes staff knocking on the door, us telling them we will leave in 5 minutes, coming back 2 hours later to find the room not serviced.

Salads etc can be bought by reception. Sometimes the reception staff will give packets of plastic cutlery. Sometimes they refuse to give you cutlery, referring you to the bar. Having bought 2 salads, the girl behind the bar refused to give me 2 sets of cutlery. "No. Only 1".

"But i have 2 salads", i answered.

"Only one" she snapped.

I went back to reception to complain to the Manager. He promised to have cutlery sent to the room. Nothing arrived.

Do yourself a big favour and DO NOT STAY IN THIS HOTEL!

Date of stay: August 2018
Trip type: Travelled as a couple
1  Thank 177MikeS177
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Наталья Б, Менеджер по обслуживанию клиентов at Hotel Saint Petersburg, responded to this reviewResponded 14 August 2018

Dear 177MikeS177,
Greetings from Saint-Petersburg Hotel!
We are sorry that your stay did not go as you expected and we would like to thank you for your comments and feedback.
We are very concerned about your comments about food. We offer international Breakfast buffet, which includes cold plates of meat and cheese, fresh vegetables (4 kinds) and fresh salads, cooked vegetables, cereal, 2 kinds; sausages; 6 types of cooking eggs, omelettes with various fillings; dairy products; cheese cakes, pancakes, fresh pastries; nuts, honey, fresh fruits, dried fruits and canned fruits. The chef and restaurant Manager are always available at the restaurant to help with the request. We are always ready to listen to suggestions and new ideas.
Room cleaning is provided from 9 am to 6 PM on daily basis.
We apologize for the situation at the reception. Training with the staff about the standards of service has been provided.
At the same time we are glad to know that you were satisfied with the hotel in general and with the location.
We would like to regain your trust and hope to serve you again in the future.
Kind regards,
Natalia
Customer Service Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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