Beginning the review with the area that needs the hotel’s most urgent attention: customer service. For a property of this scale and international profile, the service was surprisingly inconsistent. Many staff members appeared disengaged, often offering no greeting, no acknowledgment, and no willingness to assist. This wasn’t about their English; it was the absence of even a polite smile, a simple “hello,” or an attempt to clarify a question. I’m familiar with the more reserved service style common in parts of Eastern Europe and the Caucasus, where hospitality tends to be understated compared to Western Europe or the U.S. A calm, neutral approach is perfectly fine but what we experienced fell noticeably below that standard.For example, during the 6-8 pm lounge service, we were the only guests present, yet received no interaction at all from the attendant. No greeting, no check‑in, no acknowledgment, just silent placement of items when requested. At other times, staff walked by without eye contact or a nod. Even at check‑in, receptionists remained on their phones and continued their conversation with each other as we approached.
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