Potala Guest House

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I recently booked a Deluxe room at your hotel, paid in full, and arrived expecting the room I reserved. However, upon check-in, I was placed in a smaller room on the 3rd floor without any prior notification. This room is clearly $20 less than the Deluxe room I originally paid for. I requested either to be moved to the correct room or to receive the $20 price difference as a refund. Shockingly, your staff suggested I cancel my reservation and rebook for the smaller room, even though I had already checked in, and it’s not possible to cancel the reservation on Expedia after I check in. This is completely unacceptable. If you had informed me before my arrival that my reserved room was unavailable, I would have had the option to cancel or adjust my booking. Instead, you allowed someone to extend their stay in the room I booked and expected me to settle for a smaller room at the same price. I paid for a Deluxe room, and I expect either the room I reserved or a proper refund for the price difference. Your team’s explanation about waiting to see the price difference you received is irrelevant and makes no sense. I paid $20 more for a better room, and I should not have to bear the consequences of your mismanagement. This experience has been incredibly disappointing, and your approach to resolving it is far from professional.

This was the 2nd time that I have been to Potala and the rooms are not as good as the first one as it was fully booked and nearer to one of the festive season.

I nearly missed this hotel because the review average was below 8. After looking more closely, I realized that the average is low because of reviews during their renovations a few years ago and there aren't enough recent ones. This is a shame because it is a great place to stay. Absolutely the cleanest hotel I've ever stayed at in Nepal. I took a room in the newer section and it was spacious and comfortable and tastefully decorated. The service was excellent and every staff member from the desk to the cleaning people were very friendly and attentive. The newer section is set back from the street, so there was no Thamel noise, and the windows look down on the nice garden and koi pond below.

Really comfortable beds, good location and they offered a free airport pick up

Good accommodation nice staff friendly and clean room

I have been staying at the Potala GH since 1994 and always find it very satisfying and welcoming

Potala staff are particularly friendly and helpful. The hotel is in an ideal location.

Have stayed at Potala on previous visits and service and facilities were excellent. A little disappointed this time as basic room dusty and uncomfortable due to ongoing renovations. Unable to ungrade so moved to alternate hotel

The room we were assigned was not representative of the hotel description and pictures on the website. The room was rundown.

The guest house was being renovated over winter so it wasn't at it's usual best, The staff were fantastic and volunteered to go out to the airport to pick up my delayed baggage when I couldn't do it. The room was fine although the bathroom floor got very wet when the shower was used. I'd go back because of the great staff.