East Palace Hotel — Hotel in Almaty

Very harrowing experience in a hotel we had ever.

The hotel had no water on the second day and the receptionist didn't even have the courtesy to proactively inform us when she saw us walk in to the hotel in the evening. When we asked why there was no water their response was simply it's because the government cut off the water. No apology or no responsibility, nothing. You claim to be a 4 star hotel but you don't have backup water to manage your guests.

We had to go out to the mall just to use the toilet which was 1500 Tenge one way. And when we came back to the room, the room was flooded and when the cleaning woman came in without knocking or asking using her keycard, she started scolding us when we were the ones who suffered without water. The manager came and offered to give us a different room.

This is where the experience got worse. When we were trying to change clothes to go and shower finally, the owner of the hotel opened the door with his keycard without knocking or permission. We had to shout to stop him from opening. He left just signalling that he's going away.

When we confronted him, he said he was checking if the water was still leaking. He didn't even apologise or feel sorry for coming inside. He just think that it's his house and has every right to come jnsjde. The girl translating was laughing when we were asking her to explain this to him. Only one guy apologied and said sorry for what happened. After this we had to pack up, book another hotel inside the city and leave in 15 minutes. Again they were very cool about it when we went downstairs to check out. No sorry or any apology.

Purely because of security, this hotel deserves to stripped of its 4 star hotel. Breakfast is pretty average for a self proclaimed luxury hotel which doesn't have...

Disappointing Stay – Would Not Recommend!

We stayed at East Palace Hotel in Almaty for 4 nights and 5 days, and unfortunately, it was one of the worst hotel experiences we’ve ever had.

There was no running water at the facility for most of our stay. We had to repeatedly complain just to get water for a few minutes — and then it would stop again. No explanation, no proper communication, and not a single apology from the staff. Most of the staff didn’t speak English, which made it extremely difficult to get help or information.

The bathroom door was broken, and while there was a bidet (a small plus), it didn’t make up for the frustration we experienced daily. Why install a bidet when there is no water???

The only real positive was the size of the deluxe room, which was fairly spacious and included a sofa. But when basic amenities like water aren’t available, even a big room can’t save the experience.

It honestly felt like a nightmare, and I cannot recommend this hotel to anyone. Spend your money somewhere else where service, communication, and basic needs are...

"I stayed at this hotel for three nights and this is my evaluation:

The location is absolutely terrible. It’s isolated from all services. The hotel staff were unprofessional; we waited a long time to check into our rooms. We requested an extra bed, but they refused, even though many hotels offer this for free. The rooms are small and the bathroom is in very poor condition, with a broken toilet. The pool water was not clean. The booking included breakfast, but the breakfast was very ordinary and repetitive every day. Some items required an additional payment, which is very strange. Having stayed in hotels in various countries around the world, I’ve never had to pay extra for a meal included in the breakfast. I would not recommend this...