Onyx City Center Hotel Tbilisi — Hotel in Tbilisi

For the second time.... Very poor... very bad.... unprofessional service & staff.

Don't waste your money on this hotel with very poor service

Yes... This is my second visit after the hotel management apologized for the poor service I received the previous time

However, I returned to the hotel after 3 days because the tourism office had previously booked me in the same hotel

Unfortunately, the service is very bad

And the employees are not qualified to be receptionists.

Noticeable negligence, and most of them play the game (Call of Duty) and do not care about the guests' requests, and there is a person with big wavy hair, I do not think he is really an employee, because he does not care about what you ask him and does not confirm what I told him. More than once I asked him directly to prepare our room for us, but he did not do so because he was busy with his mobile phone, or flirting with girls.

The first time I arrived at six in the evening to be surprised that they had prepared two rooms for me according to my reservation, the first was clean and the second was dirty and the bedding was not changed or cleaned or even the bathroom was cleaned, and the food in the room was everywhere. This is evidence that they gave me a room directly after the previous guest. I calmly told them to clean the room for me while I go to dinner and come back after nine. When I came back, they didn't do anything, and they made excuses that the service team had changed and they couldn't clean the room until after nine. I sat waiting until a quarter past ten at night until they took my room and the smell of cigarettes filled the place.

On my second visit to the hotel (three days later), two hours before my arrival, I told the hotel by phone that they needed to prepare the two rooms with all the supplies (mattresses and bathroom accessories), but I was surprised after arriving at the hotel (at eight o'clock at night) that one of the rooms was not ready to receive three of my children, which made me call the reception to ask for the mattresses for the third bed in addition to the bathroom equipment... After repeating the request more than once, I went down to the reception to see the same person saying to me, "I will send you what you want to the rooms, go and rest assured." So I went with my family to have dinner outside the hotel, but after we returned, I found that he hadn't done anything (just playing with his mobile).

So I asked him again, and they brought it to me at 11 o'clock at night, and they didn't bring the bathroom equipment.

My rating for the hotel:

Quality of service: 1/10

Buffet variety 5/10

Room isolation: 5/10

Cleanliness of mattresses: 5/10

Bed comfort: 5/10

Hotel location: 9/10

Receptionist response speed: 1/10

General hospitality of the staff: 3/10

Other notes: One of the baggage handlers was shouting at me because I put trash in a trash can that he had put outside to put out his cigarette, so I apologized and picked up the trash and took it to the end of the street and put it in the main bin.

Some rooms have a very small bathroom

If you are a Muslim, be sure that the ablution bottle is forbidden in the hotel, because the baggage handler took the bottle from me and told me that it is forbidden by the hotel management.

If you have read my problem up to here... Be sure, my dear, that you will not find anything that will make you return to this hotel again except...

I highly advise against staying at this hotel. The service here is shockingly inadequate, falling far below the standards one would expect even from a basic establishment, let alone a 4-star hotel. In fact, awarding it even a single star would be generous, considering the level of incompetence displayed. Check in time is 3PM which is strange it self, we arrived at 3:15 but the room was not ready, meanwhile the reception was rude and irresponsible. And finally it took 3 hours from them to give us the room.

Also, I don’t recommend it to families especially with children, due to noise comes from the 12th floor and, the casino doesn’t make it a decent family friendly hotel.

The staff are completely unprofessional and lack any sense of responsibility. To make matters worse, they don’t speak or understand English, making any attempt at communication utterly frustrating and futile. It’s as if they have no interest in assisting their guests. They don’t replay back hello or thank you.

To top it all off, the breakfast offering is a disgrace. It pales in comparison to what one would expect from a 4-star hotel, leaving you disappointed from the very start of the day. I’ve never experienced such a poor standard of service and hospitality, and I cannot stress enough how much this hotel failed to meet even the most basic expectations.

P.S On the day second back office team reached out to apologize for all the inconveniences we...

I stayed at the hotel for seven nights. Honestly, I feel bad for writing this because of the staff. The housekeeping, breakfast, and front desk staff were exceedingly helpful, friendly, and lovely. However, I'm sad to say that these were the only positives I can say about this hotel.|When we arrived, there was no bellboy available to carry our luggage. |Upon arrival, we were informed that the bar and restaurant were closed for undisclosed reasons, which meant that if we wanted to eat, there was no bar, restaurant, or room service available.|Although the front desk staff offered to order from nearby restaurants, we expect more from a 4-star hotel.|The rooms were clean, but they felt extremely cramped. We had standard rooms, but there wasn't any chair or any other furniture to sit beside the bed. This became a problem when I had to conduct a Zoom meeting, as I had to go down to the lobby bar. Unfortunately, it was closed, so I had to conduct my business there amidst the noise and disruption from the lobby and staff.|The breakfast options were limited, and they couldn't prepare eggs to your liking. |In summary, this hotel does not deserve a 4-star rating as it lacks basic amenities such as a spa, pool, or a good restaurant and bar. However, the staff is exceptional, and it's unfortunate that they work in a subpar hotel. Therefore, I do not...