NARUTIS Hotel — Hotel in Vilnius

Unfortunately this hotel did not live up to either the benchmark of "small luxury hotels of the world" or their five star ranking.

We start with the good:

The hotel is in a remarkable location, and offer free parking. If you arrive by car, be sure to set the parking adress as your destination.

The lobby is stunning, really beautiful and cozy. Truly an inviting space to be in.

*The spa is small but nice.

The hotels restaurant had great dishes

*The breakfast was served in a beautiful vault like cellar dated several 100 years back.

The not so great:

Every single person we encounterd working at the hotel just felt "meh". They were not rude in any way, but no one were friendly or gave us a smile. I took a morning walk, came back and said "morning!" To the gentleman working in the reception, he just looked confused. Maybe service is different and im just used to something else.

The room we got was really bad (room 231). There were no ventilation, and the room faced into the reception. Which itself isnt bad, we had a cute little balcony with a lot of greenery (although anyone could go there and just look straight in). Since there was no ventilation, the bathroom never fully dried up after a shower. So the whole bathroom stank!

The ac was not working, there was no remote.

*There was a lamp covering the tv, so you had to unplug and move it.

The mini room fridge must have been from the 80's. It was SO LOUD. I woke up several times from it starting.

The room was not accessible with the elevator, just through small narrow stairs.

The phones in the room (one in the bathroom one in the lil living room) was ringing for half a second every 6 hour or so, so i would get jumpscared by that too.

The rituals containers being used were so clogged it was almost impossible getting product our of the pumps.

We hung up the "please make up our room" sign at 11,came back at 15/16 and it was still not cleaned, did the same between 1930-2230 but no luck

The breakfast was fine, but the specially ordered eggs Benedict were just sad. The eggs were barley poached, just boiled without a shell. The hollandaise was the consistency of water and the bread was soggy.

When we told the front desk about our room they just said "we apologize" but nothing more was done.

Maybe we got unlucky, but it was far from...

The hotel is nice and the rooms are lovely. We stayed at Stikliai before and the rooms are comparable. However, there were issues that we encountered that aren’t acceptable for a 5 star hotel and have in fact ruined our stay. We had 3 rooms for 3 nights - 2 singles and 1 double.

There was a lack of heating control in one of the rooms - the remote was missing too. The mini bar was charged for items that we never took and the items we did take were never replaced. There were no teabags provided in the room, only limited coffee capsules. The receptionist was plainly rude and abrupt and we didn’t even get the courtesy of being asked about our stay on the way out or being wished a happy new year (we checked out on 1 January). We ordered drinks at the bar on our first night and 40 mins later left without having received them or having been given an apology. The breakfast buffet is not comparable to Stikliai and there’s too little choice. They’re short of staff in the restaurant and at breakfast everything takes a really long time.

We booked for an NYE dinner for 5 and 2 of the courses were cold. We were also only given 1 oyster each, despite a price of 200 euros per head. I have emphasised a gluten intolerance for one of the guests weeks in advance and then again on the same day and yet it wasn’t noted anywhere and we had to insist on it afresh on the night. The music was incredibly loud and the piano overpowering, to the point where we couldn’t hold a conversation.

The only saving grace for this hotel were the butler who was really nice and helpful, and the young waiter we had on NYE who went above and beyond.

Finally, the toilet downstairs by reception stinks of sewage.

All in all - nice rooms, great location, beautiful hotel and on site parking, which is a rarity in Vilnius old town. However, the service and a complete lack of attention to detail is a true let down.

A note to management - the receptionist needs serious customer...

Positive: After the first and the second room had an airconditioning that made terribly annoying noises that didn't allow us to sleep (even if the AC was switched off), we got a junior suite as alternative - after long discussions though. AC was working normal in that room. The suite was spacious but in my opinion the hotel is not worth booking a suite since they are quite expensive. Great location in the old town of Vilnius. Almost all relevant sites and restaurants/bars are in walking distance Free parking at the hotels premises Beds are comfortable

Negative Where to start.... Spa is absolutely disgusting. It is dirty and it smells like a public toilet (like one of the bad ones). Never had such disappointing spa experience. Absolutely traumatising. We've been to 2x rooms and in both rooms the airconditioning made very annoying noises even when switched off. It seems to be a structural issue as the ACs in many rooms are old and require replacement. I guess only the suites do not have this issue. Employees are dishonest. A lot of talking without content, excuses and silly explanations for everything. They tried to take me for a fool (all of a sudden there was a suite available although the hotel was fully booked before after I threatened that money will be discussed at check out). Breakfast was quite average. In other 3 and 4 star hotels in the Baltics states it was better. Hotel manager has zero management skills. Pointless behavior, no customer driven mindset - it really reflects on (part of) his team. I do suggest to give him proper management training. During breakfast and in the spa, the music is interrupted by adverts. I suggest to get an account on spotify and do not use the free version

All in all the hotel has such great potential with the building its in and the location but it is seriously...