Ramada by Wyndham Tbilisi Old City — Hotel in Tbilisi

We were 2 families from Abu Dhabi (UAE) touring Georgia and stayed at Ramada (old Tbilisi) occupying four rooms from 15 to 17 Dec 2024. Our terrible ordeal at this property is as follows:

First impressions: The rooms were very congested and the washrooms did not have bidet showers. The lifts take forever. Other local hotels at Georgia had way more spacious rooms and had bidet showers too.

Safety: While we were out touring, the housekeeping team kept our balcony doors open for two rooms for the whole day, seemingly for fresh air. When we got back to our rooms in the evening, we were shocked to see the balcony door open and the rooms were freezing cold.

Locking us out from our rooms: When we returned to our rooms on one evening, the keys were not functioning for 2 rooms. We enquired the reason for this and the front desk responded that the keys had expired. We further enquired as to how could the keys expired during our booking period. They explained that it was probably a mistake by a new staff at the front desk. We were wrong to assume that this was a one-off error as the next morning both the families were locked out from all 4 rooms within the booking period. The silly excuse given this time by the front desk manager was that the key system time may be different from the actual time !!

Check-out: We had initially checked in late by 4 hours and had requested then itself for a late check-out by just 1 hour, considering our return flight timing. Even before the check-out time (without any additional time), we were all locked out of our rooms. The front desk manager agreed to give us either one hour only for 2 rooms or half an hour for all 4 rooms. As this was not what we agreed at the time of check-in, we requested him for one hour for all rooms, but he rudely rejected our request. I can understand that the manager need not accept all our requests, but there is a coridal manner to do so. He dealt with us very harshly, lost his temper and was literally asking us to get out. This was so demeaning and insulting that we all wanted to just exit this property immediately even if they had given us more time. So, we dragged all our stuff to the lobby, handed over the keys within time and did our final packing at the lobby.

In conclusion this was the worst experience we ever had at any hotel we have ever stayed and we never expected this from an international chain like Ramada. Local and smaller hotels at Georgia were far more welcoming and hospitable.

We escalated all of the above concerns to the Operations Manager who promised to investigate the matter. Irrespective, we are never going to set foot in this place and would not recommend this property to our friends and family.

Update as of 26 Dec 2024: I had raised an official complaint on the above incidents to Wyndham hotels management. Other than a cold and generic template-based response, they did not have the basic courtesy to respond with any explanations or reassurance regarding the ordeal we faced. Now I understand why the staff at this hotel are rude and even challenge the guests to raise a complaint on them. They are so confident that the hotel management will turn a deaf ear to the guests' complaints. Clearly this property is beyond redemption and guests stand a good chance of substandard service which will never get escalated. ...

Ramada Wyndham Tbilisi General Manager 4 Freedom Square, 0105 Tbilisi, Georgia

Subject: A terrible stay and your staff's unprofessionalism 1 ⭐️

I am writing to express my profound disappointment with the service and amenities during my recent stay at the Ramada Wyndham in Tbilisi from September 4th to 6th. My experience was truly terrible and falls far below the standards expected of a hotel in the Wyndham brand.

From the moment I checked in, the service was shocking. The evening shift receptionist on September 4th refused to provide a simple charging adapter, claiming they were unavailable. Instead, I was informed that I would have to purchase one from an outside shop or pay 5 Lari from the hotel, which felt like a cheap money grab for a basic amenity. The lack of in-room USB charging ports and this "money tactic" were incredibly frustrating and showed a complete disregard for guest comfort. When I questioned this policy, the staff member simply pointed to a snack and drink cabinet, suggesting I could buy a charger there.

The problems continued in the room. The telephone was unplugged, forcing me to fix it myself just to be able to contact the front desk. Furthermore, the "complimentary" water was a constant point of friction. We had to repeatedly request the two daily bottles, and each time, the staff acted as if they were doing us a huge favor, questioning if we had already received them. This kind of cheap and embarrassing service is unacceptable.

The unprofessionalism of the front desk staff was a recurring issue. On my last day, when I called for a bellboy, the guy receptionist on duty repeatedly failed to answer the phone. I had to call for over a minute before they finally picked up. This deliberate lack of service is a serious issue that needs to be addressed. The overall behavior of the front desk team, including a male receptionist on the morning shift on the 6th and a female receptionist on the evening/night shift on the 4th who was unhelpful on my first day, was unprofessional and showed a lack of basic hospitality training.

While the hotel has some appealing amenities like a swimming pool and a restaurant, they are completely overshadowed by the unbelievably poor service and penny-pinching tactics. My room was also not properly attended to, as there was no housekeeping service throughout my stay. The balcony chairs were old, substandard rusted steel chairs. The single bed was small and uncomfortable. The wall TV was the smallest version. The swipe-in card door was a mess, always not working, and the blue door was so old that it gave a loud banging noise. The room needs a full renovation and upgrade.

I am expecting a sincere apology from the front desk receptionist for their unprofessional behavior and a full explanation from management regarding your hotel's policies and service standards.

I cannot recommend this hotel to anyone, and I believe the management needs to seriously reconsider its policies and provide its staff with professional hospitality training. Good amenities mean nothing if the service is this poor. I hope you will take this complaint seriously and address these...

Stayed@ Ramada by Wyndham- Old Tiblisi for 2 nights as part of our much awaited Georgia Exploration Trip.

Check-In: Was seamless and quick. However, disappointed to note the lack of luggage assistance in a 4* Hotel. Carried 4+4 pieces of luggage from our bus to the reception and further to our rooms. Room keys didn't work and had to come back to the reception to reprogram it. Well, that's definitely not a good start....

Room: Was freezing with Airconditioner On. It was -2°C outside. Repeated efforts to switch to heating mode didn't help. Called the reception and asked for assistance. Promptly agreed but never came. Decent room and washroom amenities but housekeeping lacked eye for details. Bad carpet, wornout hand towel (one of the two provided) and shower gel container EMPTY. Borrowed some shower gel from my parents room.

Restaurant: Had breakfast on both days of our stay. Good spread but many items were repeated on both days. Cereals selections and accompaniments were poor, compared to similar competitors in town where we stayed. Very prompt and helpful restaurant staff.

The checking out experience was an absolute nightmare. Credit to the attitude and arrogance displayed by the Front Desk Manager. We returned from a short walk around the hotel to pack and be at the lobby at 12.30pm for our airport transfer. Our room failed to open at 11.50am since the key failed to work. On checking at the reception, we were told that we exceeded our 12noon check out time. My wristwatch was showing 11.53am at the time of this cinversation and the same time was visible on the reception staffs watch. With his boss around, the guy had his limitations to accept. We were given a grace period of 30 minutes to get out of the property. What amazed me was the fact that while the FOMs arguements were being proven wrong, he reiterated his stand...DONT EXPECT ME TO APOLOGISE TO YOU..... PS: We don't expect apologies Sir. We just wish to experience genuine hospitality worth the money we spend at World Class Hotel Chains. We come there with...