Marco Polo Luxury Resort - Kaghan — Hotel in Balakot Tehsil

We visited for 4 nights in end of June 2023. Great location, bang on the raging Kunhar river. Probably the best location in the entire valley.

But terrible service, standards, and maintenance. When one is paying pkr 26k a night, stinky bathrooms, broken the toilets, poor service, no hot water, and power generator not working is unacceptable.

My 8 year old child was in the room alone, we were in the restaurant (5 min walk away). When the power went out we were surprised they didn’t turn on the generator. After running to rescue my child from the dark room, when we argued with them to turn on the generators, they flat out declined, saying they only turn the generator on when the power doesn’t come for 45 mins. We were three rooms. Room 1 Muslim shower leaked. Room 2 toilet was not working. Room 3 toilet was stinking. More than once we had to ask for stuff 2 or 3 times (water, soft drinks, extra mattress, etc) before it would come. They ran out of dental kits and toothpaste. The bathroom had 2 towels. We asked for extra towels and got only 1 more… were told more than 3 is not the policy. Same thing with pillows. What’s a couple with 2 kids supposed to do? We ordered an Oreo milkshake. My 6 year old daughter took a sip and said “It tastes weird”. When we complained, they said, “We ran out of vanilla icecream so we used bananas instead”. The place has some army/FWO connection (I think they own the property and it’s managed privately). We were asked at the entrance, “Officer or civilian?”. I wonder why the question was necessary. The staff were not trained or professional. After complaining we were told that they hire temps for a few months. If 2 people take a shower, the hot water runs out. If the Muslim shower tap is on, the hot water doesn’t come. And on day 4, the hot water was completely gone.

The list goes on, and on, and on.

The only upside of the stay was the amazing location, and Mr. Faisal Abbasi from the restaurant who did whatever he could to make our restaurant experience pleasant.

Unless you’re in the armed forces (or have a connection) and are getting some amazing discount, at the price point of pkr 26k a night, I would urge civilians to think twice. Not...

Marco Polo Resort is a luxurious hotel located in the picturesque Kaghan Valley of Pakistan's Khyber Pakhtunkhwa province. The hotel is named after the famous Venetian explorer, Marco Polo, who traveled extensively throughout Asia in the 13th century. The resort is designed to provide guests with a unique and memorable experience that combines modern amenities with traditional hospitality.

The resort is situated in a prime location, surrounded by stunning natural beauty and breathtaking views of the Himalayan Mountains. It offers a range of accommodation options, including deluxe rooms, suites, and private cottages, all designed to provide guests with maximum comfort and luxury. The rooms are equipped with all modern amenities such as air conditioning, heating, flat-screen TVs, and free Wi-Fi.

The resort features a range of facilities and activities to keep guests entertained throughout their stay. The onsite restaurant serves a variety of delicious local and international cuisines, while the spa offers a range of treatments to help guests relax and unwind. The resort also has an indoor pool, gym, and outdoor activities such as hiking, trekking, and fishing.

The Marco Polo Resort is an ideal destination for nature lovers, adventure seekers, and those seeking a peaceful retreat from the hustle and bustle of city life. The resort's location provides easy access to the nearby attractions, including Lake Saif ul Malook, Shogran Valley, and the famous Babusar Pass.

In conclusion, the Marco Polo Resort is a perfect blend of modern luxury and traditional hospitality, providing guests with a unique and unforgettable experience in the heart of the Himalayas. The resort's stunning location, comfortable accommodation, and excellent facilities make it an ideal destination for a relaxing and...

I had high expectations for my recent vacation at Marco Polo Resort, Kaghan, considering my delightful dining experience there last year. Unfortunately, my stay turned out to be the worst nightmare of my life. Having pre-booked the resort, I was anticipating excellent service, but what I encountered was nothing short of appalling.

The ordeal began with the resort’s lack of basic amenities. There was no electricity after 12 AM—no generator, no backup, just an overwhelming blackout that left us completely stranded in darkness. This is unacceptable for any establishment, let alone a resort claiming to cater to tourists in such a remote area.

The restaurant, once a delight, now offered a very limited menu with most items unavailable. The quality of service had taken a nosedive, and the staff appeared unprofessional and indifferent to guests’ needs.

What alarmed me the most was the absence of a FIRST AID KIT. In a remote area like Kaghan, where medical facilities are not readily accessible, this is not just an oversight but a serious lapse in ensuring guest safety. The resort had no paramedics on-site, raising grave concerns about their preparedness for emergencies.

To add to my frustration, at the time of checkout, they failed to provide a proper POS invoice. Despite discussing my concerns with the manager, my complaints were met with indifferent responses and lame excuses.

While the resort boasts breathtaking views and natural beauty, these cannot compensate for the abysmal service, lack of basic facilities, and unprofessional management. I strongly advise potential visitors to reconsider their choice and look for accommodations that prioritize guest safety...