Hotel Kolsay Grand — Hotel in Almaty Region

The service has deteriorated, I won't be coming back. The rooms aren't cleaned. We checked in on October 24th around 3 PM. The toilet seat had dried urine stains and pubic hairs on it. I told the administrator, Aida, at the reception about it, asking them to clean it while we were at Lake Kaindy. Upon our return a couple of hours later, the toilet still hadn't been cleaned. I went to Aida again and told her to clean it or give us a different room. Aida said they wouldn't change the room and told me to show her the dirty toilet. I went up to the room with her and showed her the dirt. Aida didn't apologize for the room not being prepared and not cleaned. I wonder why she needed to make me go up to the room and personally show her someone else's bodily fluids on the toilet? Wouldn't it have been simpler to quickly send a cleaning lady and clean everything up? After the second reminder, the dirt on the toilet was wiped away. But when we unfolded the bed, it turned out that the bedding hadn't been changed after the previous guests; the entire bed was covered in hair. We didn't use the blankets, we were disgusted, and slept in our clothes. The next morning I told Aida about it, and she didn't...

We stayed at this hotel for 2 nights when visiting Kolsai Lake. The room was large and clean. The bed comfortable. The shower was fine and good hot water supply. The WiFi was very difficult only worked slowly in the lobby. They do not offer help with bags to the first floor or make up the rooms. We had to ask for loo roll. We ate twice in the restaurant which was fine. The breakfast was okay. An improvement could be fresh bread rather than cold bread from the fridge and basic like jam and fruit juice. This is the only new hotel in the area so for two nights it was fine. It was better than the home stays for us. However I think they could do some basic improvements to bring the hotel into 2024. If I was the owner I would look more carefully at what I am paying the staff to do to improve my business. They are not proactive and spend a fair amount of time sitting in the lobby using the limited WiFi. Although if you ask for something they do as requested. Simple things could make a difference and bring this hotel up to a higher standard. Having said this I would recommend this hotel considering the limited choice...

Отель расположен в хорошем месте, с красивым видом, но качество сервиса оставило крайне неприятное впечатление. Честно говоря, такого уровня обслуживания я не встречал нигде. При заселении нас встретили вовсе не ресепшенист, а официант. Его равнодушное отношение сразу задало неверный тон. Мы прибыли группой туристов, среди которых были пожилые люди с тяжелыми чемоданами. Вместо того чтобы заранее подготовить воду в номерах, нам просто выдали по бутылке и предложили самим нести их наверх. На следующий день ситуация повторилась. В день заезда номера были чистыми. Но на следующий день, после возвращения с экскурсии на озёра, мы обнаружили, что уборку не сделали, комнаты остались грязными. Еще больший дискомфорт возник с завтраком. Нам нужно было выехать раньше, чем начиналась подача, и мы попросили хоть минимальный вариант еды пораньше. Сначала нам отказали и предложили доплатить. Лишь после долгих объяснений согласились оставить что-то вечером на столе. Я также попросил оставить включенным чайник, чтобы утром была горячая вода. Но на следующий день он оказался отключён: объяснение было абсурдным "чайник новый, может сломаться". В итоге завтрак прошел в спешке, и впечатления от проживания остались крайне негативные.

➡️ Очень надеюсь, что администрация отеля обратит внимание на этот отзыв и сделает выводы, ведь исправить такие ошибки несложно, а впечатление гостей зависит именно от сервиса.

ENG The hotel is located in a good area with beautiful views, but the quality of service left a very unpleasant impression. Honestly, I have never experienced such poor service anywhere else. At check-in we were greeted not by a receptionist, but by a waiter. His indifferent attitude immediately set the wrong tone. We arrived as a group of tourists, including elderly people with heavy luggage. Instead of preparing water in the rooms in advance, they simply handed us bottles and told us to carry them ourselves. The next day, the same thing happened again. On the day of arrival the rooms were clean. However, the following day, after returning from our excursion to the lakes, we found that no cleaning had been done — the rooms remained dirty. Breakfast was another disappointment. We needed to leave earlier than the scheduled breakfast time and asked for at least a minimal option a bit earlier. At first we were refused and told to pay extra. Only after long explanations did they agree to leave something on the table the night before. I also asked them not to turn off the kettle so there would be hot water in the morning. But the next day it was switched off anyway — with the absurd explanation: “The kettle is new, it might break.” In the end, we had to rush through breakfast, and the overall experience of staying at this hotel was extremely negative.

➡️ I sincerely hope the hotel management takes this feedback seriously and makes improvements, because avoiding such mistakes is simple, and guests’ impressions depend...