Swissôtel Wellness Resort Alatau Almaty

We recently had a stay at this Swissotel. Given the reputation of the brand, our expectations were naturally set high. However, the reality of our experience fell significantly short of those anticipations. 1. Check-in Procedure: Even with online check-in we were subjected to a 30-minute wait. One of our pre-booked rooms was not ready at the time of arrival. 2. Room's Condition: - A glaring lapse in cleanliness was evident with the state of the bathroom floor near its entrance (photo attached). - The bathroom door's sliding mechanism was faulty and highly inconvenient. - The overall condition of the bathroom indicated it's due for an overhaul and repairs (photos attached). - The discovery of a used ear swab under the table raised significant concerns about the room's preparation and cleanliness (photo attached). - A faulty power outlet in the bathroom added to the growing list of maintenance concerns (photo attached). - The discovery of a dead insect in the drapes clearly points to a continuous lack of attention to detail with the cleaning staff (photo attached). 3. Birthday Cake: Our agreement for a pre-arranged complimentary birthday cake was not only overlooked but was also delivered a day later than promised, despite having multiple conversations and providing evidence of our prior agreement (via the official hotel WhatsApp). 4. Water Bottle Replenishment: The consistent oversight in providing an essential like water, despite multiple request channels, was surprising. The water had to be fetched from the cleaning staff, we had to chase them and ask. None of the other channels, like the official app or the reception, fulfilled our request for the water delivery. 5. Dining: Our anticipation of an à la carte menu was countered by a buffet offering. Being told this was due to hotel occupancy levels feeling unsatisfactory. This went on for both evenings spent at the hotel. Portions of the a la carte menu were available only for room service. 6. Buffet Food Quality: The limited options, particularly for main courses (3), left much to be desired. Our experience with the freshly prepared pasta was particularly disappointing. It was watery, bland, disgusting. You could get better pasta at an office canteen. We have travelled quite a big part of the world and this buffet was easily the worst we have ever had. Both taste and variety were not worth the price. And we were forced into it by being denied the a la carte option. The hotel is above capacity - great, but we paid for the same service as if it weren't, right? Not OUR problem. 7. Breakfast Experience: The overall offering was lackluster. The variety was uninspiring, especially when compared to even basic 3-star hotels. Stale pastry (croissant from the day before) at a 5* hotel is inexcusable - these are absolute basics. Staff appeared overwhelmed, often forgetting to replenish food and drinks (had to be reminded many times) and struggling to manage guest numbers. Only 2 juice options for breakfast are as inexcusable as the stale croissant. As mentioned, the majority of 2* - 3* hotels we had breakfast at served better quality food in a broader variety. 8. Service and Attitude Issues: The attitude of certain staff members, especially when met with a simple request, was unheard of - ignoring simple requests (like mentioned - bringing more water) or the whole check-in fiasco. We paid a lot for this stay, and we were met with a series of disappointments. We find it bitterly embarrassing for the Accor Group to offer such a service level at a "5-star luxury" hotel resort. Don't let yourself to be fooled - there is nothing luxury or 5-start about this hotel except the price.

Beautiful hotel with lots of amenities. Great restaurants ‘Quarter’. We had our breakfast and dinner here. Highly recommended. Huge swimming pool and recreational facilities.