Rixos Almaty 5 つ星

お客さまの声 (確認済みレビュー アコーホテルズ) 4.0/5 179 件のレビュー

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506 99 Saken Seifullin Avenue, 050012 ALMATY, Kazakhstan

説明

ホテルのその他の情報

  • Location in the heart of Almaty with magnificent views to the mountains

  • The largest Premium Ballroom with over 1 100 square meters area and 6 elegant meeting rooms

  • Rixos SPA spans over 2 200 square meters and offers extensive range of treatments

  • 24/7 available Food and Beverage outlets

  • Close proximity to Almaty International Airport and Almaty-2 Railway Station

当ホテルの客室

ホテル所在地

Rixos Almaty

506 99 Saken Seifullin Avenue
050012 ALMATY
Kazakhstan

GPS:43.2493887, 76.9350809

電話番号

アクセスと交通機関

ホテルサービス

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敷地内
  • プール
  • 駐車場
  • シャトル
  • レストラン
  • 車椅子でのご利用に対応
  • フィットネスセンター
  • Wifi
  • エアコン
  • 朝食
  • バー
  • 会議室
  • ルームサービス

お客様のご意見

お客様のご意見

実際の宿泊者100%の認証口コミ

詳細はこちら

確認済みレビュー アコーホテルズ  4.0/5  179 件のレビュー

トリップアドバイザーの評価  4.5/5  1,020 件のレビュー

2024エクセレンス認証

Disappointing Experience with Deposit Policy

トリップアドバイザーの評価 2.0/5

602gg トリップアドバイザー認証口コミ

I recently stayed at the Rixos Hotel in Almaty, expecting a seamless experience from such a renowned brand, but I was disappointed by their handling of the credit card deposit. Upon check-in, the hotel required a deposit block on my credit card, which was understandable. However, I was surprised to find out that this block cost me an additional €20, even though there were no actual transactions made on the card. This charge was never clearly communicated beforehand, and it felt unreasonable to incur this cost without any explanation or justification.

Dear Guest, Thank you for sharing your feedback about your recent stay at the Rixos Hotel in Almaty. We're truly sorry to hear that you had a less-than-ideal experience regarding the credit card deposit process. We understand your frustration with the €20 charge for the deposit block, and we apologize for any confusion caused by the lack of clear communication. The deposit block is typically a standard procedure to cover any incidental charges, but we agree that the associated costs should have been explained more clearly at the time of booking or check-in. We take your concerns seriously and will work to improve how we communicate these policies to ensure that future guests are fully informed. Your feedback is invaluable in helping us maintain the high standards of service that our guests expect from the Rixos brand. We hope you'll consider staying with us again in the future, and we are committed to making sure your next experience is more in line with your expectations. Kind regards, Anara Balgimbayeva Guest Relations Manager

A nice stay amid faded grandeur

トリップアドバイザーの評価 4.0/5

Colin E トリップアドバイザー認証口コミ

First time in Kazakhstan for business, and I was lucky enough to stay at the Rixos. If you’ve seen some of my other reviews, you’ll know I use ‘faded grandeur’ quite a lot. But I think that hits this place on the head. The hotel is big and imposing, not least because of the massive atrium you can see from the front door. The rooms are very spacious – my basic one had a good bed, working desk, side table and mini sofa, and the bath in the bathroom was both big and complete with air jets (yes, there was a shower as well). The hotel amenities are pretty good – a few shops scattered around, gym & swimming pool, and of course the conference facilities that we were there to use. And there was the expected ironing board and iron in the room (decent ones too). Almaty is a really different city – I think I’d like to go back again to be honest – but lots of things were easily within strolling distance. The whole thing is just a bit ‘weathered’ though. Some of the carpet needs a bit of TLC, all the side doors and back gate were cable-tied shut, etc. To be fair, we’d probably be talking serious money to give the place an overhaul. I’d definitely stay here again though.

Dear Coline, Thank you for sharing such a thoughtful review of your recent stay at the Rixos Hotel in Almaty. We're delighted to hear that you had a positive experience overall and appreciate your honest feedback. It’s great to know you enjoyed the spacious room, the amenities, and the hotel’s prime location. Almaty is indeed a unique city, and we’re glad you had the chance to explore it during your visit. We also appreciate your observations about the hotel’s condition. While the Rixos brand aims to deliver high standards of luxury, we understand that certain areas may show signs of wear over time. Rest assured, your feedback regarding the carpet and other details will be passed on to our management team as we continually look for ways to improve and maintain the hotel. We’d be thrilled to welcome you back on your next visit to Almaty and look forward to offering you an even better experience. Thank you once again for your feedback and for choosing Rixos. Best regards, Anara Balgimbayeva Guest Relations Manager

Not a 5 star hotel.

トリップアドバイザーの評価 2.0/5

Heather P Couples - トリップアドバイザー認証口コミ

This is not a 5 star hotel. The building is beautiful and the rooms are nice, but the service is that of a 3 star hotel and it’s definitely not worth the price. Our room lacked a robe on arrival (which we would have been charged for if we had not informed the front desk). The default is also that the refrigerator is locked, which is very strange for this level of hotel. The coffee in the room was instant and was not replaced either of the days we were there. Breakfast buffet was quite good with a lot of variety. I got a glass of completely flat Prosecco at the lobby bar and when I tried to explain that it was flat and ask for something else, the bartender showed me the date on the bottle (opened 4 days prior) and told me it was fine. I declined to drink it and was not offered the requested refund or a replacement drink. We also had to request airport transport twice. My husband requested it earlier in the day and when I checked in to confirm it (since it was for a very early flight),it had never been requested by the guest relations team. The location is great and the rooms are fine, but I would stay elsewhere when I return to Almaty. Not worth the money and they don’t seem to care about customer service.

Dear Heather, Thank you for taking the time to share your experience with us. We truly regret that your stay did not meet your expectations, particularly in terms of service, as this is an area we continuously strive to improve. We sincerely apologize for the issues you encountered with the room amenities, and we regret that we fell short in providing the seamless experience that is expected at our hotel. Your feedback about the coffee being replaced and the overall attention to room amenities will be addressed with our team to ensure such oversights do not happen in the future. We’re also sorry to hear about your experience with the Prosecco at the lobby bar. The flat drink and the response from the bartender were certainly not in line with the high standards of service we aim to provide. We will be following up with our bar staff to ensure that we are more attentive and responsive to guest concerns moving forward. In addition, we deeply regret the confusion surrounding your airport transfer. We understand how important timely arrangements are, especially for early flights, and we’re sorry that your request was not properly communicated. This will be reviewed within our guest relations team to ensure better coordination in the future. We're grateful for your positive comments on our breakfast buffet, the location, and the room itself. These are aspects we take great pride in, and it’s good to hear that they were to your liking. However, we truly regret that the service aspects of your stay detracted from your overall experience. We hope that you might give us another opportunity in the future to provide a stay that reflects the high level of service and hospitality that you expect and deserve. Thank you again for your feedback. Kind regards, Anara Balgimbayeva Guest Relations Manager

Not the 5 star level service and amenities.

トリップアドバイザーの評価 3.0/5

Guide60506154434 ビジネス - トリップアドバイザー認証口コミ

This is the second and last time I am staying at Rixos Almaty. It was great in the past in terms of service, but not anymore. They have a silly policy to lock the fridge when you decline to leave a deposit for the mini bar. I asked the front desk to take off the mini bar items from the fridge so that I could use it to keep my own drinks cold in there, but they refused. The night before the check out, I asked the front desk to wake me up at 8am next morning so that I am not late to the airport, and they didn’t do so. At the check out I felt my luggage was overweighted and I asked the front desk for a weighting scale, and they didn’t have it. The rooms require renovation. Definitely, not the 5 star level. Will probably stay at the different hotel next time.

Dear Guest, Thank you for sharing your feedback, and we truly regret to hear that your recent experience at Rixos Almaty did not meet your expectations, especially considering your positive past experience. Please accept our sincere apologies for the inconveniences you faced during your stay. We are also deeply sorry for the oversight with your wake-up call. A timely wake-up call is critical, particularly when you have an important flight to catch, and it’s clear that we did not meet your expectations in this instance. We will be reviewing our processes to ensure that such requests are followed through without fail in the future. Additionally, we understand your concern about the luggage scale and the lack of one at the front desk. This is an important service for guests, especially when preparing for travel, and we will be ensuring that this is addressed so we can better serve our guests. Lastly, we regret that the condition of the rooms did not meet your expectations. We are aware that some areas of the hotel may be showing signs of age, and we are in the process of planning upgrades and renovations to ensure that our rooms reflect the quality and comfort our guests expect from a 5-star hotel. While we are sorry to hear you will not be returning, we do hope you’ll reconsider in the future. Your feedback is invaluable in helping us improve, and we are committed to restoring the level of service that you have come to expect from Rixos. Best regards, Anara Balgimbayeva Guest Relations Manager

Large group in hotel limited options for others staying

トリップアドバイザーの評価 1.0/5

Kristi K トリップアドバイザー認証口コミ

I wish I could give my stay 5 stars but alas it was a 1 star experience. I was so excited to stay at the Rixos Almaty and it would have been a fantastic stay if spa, pools, restaurant & lobby lounge were not closed due to a large group in house. The hotel staff was overwhelmed with the group needs and unable to provide recommendations or assist the other guests not with the group. In my 25 years in hospitality if a group takes over the hotel and shuts down services they have bought out the hotel and no non-group guests are staying at the hotel. That was not the case during my stay as I was not part of the group but unable to use the pool or spa as they were closed for group use only. The restaurant was only open during breakfast and closed for all other meals. The only dining option suggested was room service. We were also not allowed to sit in huge lobby lounge area as it was closed as well. I was with 24 people as part of a tour and we all had the same experience.

Dear Guest, Thank you for sharing your feedback. We are truly sorry to hear that your stay was impacted by the closure of hotel facilities due to a large group. We understand how frustrating it must have been to not have access to the pool, spa, restaurant, and lobby lounge during your visit. This is certainly not the experience we aim to provide, and we regret that our ability to accommodate all guests was compromised. Your feedback is valuable, and we will review our policies regarding group bookings to ensure that all guests, regardless of their affiliation, can enjoy a seamless experience. We hope you will consider giving us another chance in the future. Best regards, Sarbinaz Muratbek Guest Relations Agent Rixos Hotel Almaty

との提携 TripAdvisor

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