A11 Exclusive Hotel

I want to start off with saying that the bellman was wonderful! Very polite and had a positive attitude, provided excellent customer service. The room we stayed in was beautiful but very very small room, can barely fit a luggage comfortably, can feel claustrophobic! Location is excellent and which is why we picked it! The negatives, which sadly outweigh the positives: 1. We were given one single key, we are a couple staying in the room. My husband politely asked for a second key as that’s the norm, we’ve stayed in many hotels before. They said they won’t give him another one, I proceeded to explain that it is incredibly hot outside and being pregnant I don’t want to come to a scorching hot room, we pay for comfort we should have access to it. The man at reception was incredibly rude, condescending and practically scoffed at me and told me everywhere you just get one key. They do this to save electricity, to the hotel it should make 0 difference whether I’m in the room all day with the AC or out of the room. We’re not paying to use the room only when we’re in it. 2. While waiting for the elevator they have a “hidden” discreet door, which a staff came bolting out of hitting me in the back full force. If you want to have discreet sleek doors at least open them gently before you seriously injure someone. Or put up a sign to warn customers the door might open. 3. This is a no smoking hotel- one of the days we stayed in ALL day we could smell cigarette smoke, my husband specifically asked if that would be an issue since I am pregnant. They assured us it wouldn’t be a problem- it was. 4. The lady working, not sure if the receptionist or manager, has 0 customer service skills, no smile no emotion, nothing. Overall incredibly disappointing experience, as we have stayed at the regular A11 before and were pleased with the experience. The only thing exclusive about A11 exclusive is how exclusively cheap and disinterested they are in their customers. Probably best to just stick to the regular A11 hotel! We would only consider staying here again if other hotels in the area are fully booked!

Amazing service and good customer support, they know Russian language. 👍