Ensana Ursina — Hotel in Sovata

We were guests here last weekend and despite calling ahead multiple times, no one picked the call. I had questions about the package I purchased, questions also submitted by email, and partially replied.||||We took a package called "Alinarecare" for wellness. On the confirmation email we were told we have free parking a some treatments, access to pool.||At our arrival, we asked the receptionist how to proceed with the parking and the answer was: " we do not have parking, you can park on the street, no issue".||After checking in, we went to reception to ask where the spa is in order to schedule our procedures and to have more info about the ones from the package and more. We were guided by a receptionist lady to go on the tunnel for Hotel Bradet, to elevators and to go down to BT ( baza tratament/ treatment base). once arrived to elevator there, we waited 15 minutes, no elevator stopped and the barely ones that stopped were full. we took the stairs just to be sent back to Ursina for spa, as " you have spa over your hotel, this is just for Bradet guests".||||We returned to the lady who sent us away, and she was not admitting to do so and very angry called the other reception and exchanged some words. We asked to be explained what our package has as in the confirmation email never was mentioned 2 different locations and she almost screamed at us that this is very clear.||||We called next day, Saturday to schedule the procedure "wellness bath tub" on the number offered for appointments, and after 5 min we were called back saying that our package only contains the Cleopatra bath or the aroma bath. We mentioned that we have in front of us the confirmation email and the response was " we have to change it due to Covid restrictions"( but they never mentioned such change before).||||We tried to schedule some massage, extra cost, and without even checking the lady said that they do not have room or they do not do it over the weekend.||||Breakfast: they said to be up to 11 AM. On Sunday they closed it at 10.15 they never refilled the tanks after 9.45 and there was a guy announcing closure by 10.10.||||Pools: we were forced only 1 hour per day, based on appointment, without previous notice, the sign said no more than 14 on each pool and the least we were double number what's the point of appointment?||||Elevators: on the hours you need to go to pool, you need to wait 15 min.. it went with priority to last floor or spa floor .. very crowded.||||Reception: on checkout in front of us a lady was mentioning part of what I am saying and the receptionist replied unappropriated, not to say rude, when the lady complained about only 1 hour per day for pool, with appointment, but that they've allowed too many guests : " you had enough time if you could count the guests in the pool". We wanted to say the same but when we saw the unprofessionalism, just abandoned the idea.||||This opinion was heard over and over , many guests complaining about the same in the elevator, while waiting for it, or in the pool.||||We understand that Covid mess things up, and HORECA was heavily hit, but this kind of customer service? I am really sorry that I've taken the package for this hotel. They are a shame for the nice city of Sovata.||||PS: They were much more nice with the Hungarian speakers...

I would like to submit a complaint and strongly recommendation for the way receptionist treat guest at the Ursina hotel.

We were guests here last weekend and despite calling ahead multiple times, no one picked the call. I had questions about the package I purchased, questions also submitted by email, and partially replied.

We took a package called "Alinarecare" for wellness. On the confirmation email we were told we have free parking a some treatments, access to pool. At our arrival, we asked the receptionist how to proceed with the parking and the answer was: " we do not have parking, you can park on the street, no issue". After checking in, we went to reception to ask where the spa is in order to schedule our procedures and to have more info about the ones from the package and more. We were guided by a receptionist lady to go on the tunnel for Hotel Bradet, to elevators and to go down to BT ( baza tratament). once arrived to elevator there, we waited 15 minutes, no elevator stopped and the barely ones that stopped were full. we took the stairs just to be sent back to Ursina for spa, as " you have spa over your hotel, this is just for Bradet guests".

We returned to the lady who sent us away, and she was not admitting to do so and very angry called the other reception and exchanged some words. We asked to be explained what our package has as in the confirmation email never was mentioned 2 different locations and she almost screamed at us that this is very clear.

We called next day, Saturday to schedule the procedure "wellness bath tub" on the number offered, and after 5 min we were called back saying that our package only contains the Cleopatra bath or the aroma bath. We mentioned that we have in front of us the confirmation email and the response was " we have to change it due to Covid restrictions".

We tried to schedule some massage, extra cost, and without even checking the lady said that they do not have room or they do not do it over the weekend.

Breakfast: they said to be up to 11 AM. On Sunday they closed it at 10.15 they never refilled the tanks and there was a guy announcing closure.

Pools: we were forced only 1 hour per day, based on appointment, without previous notice, the sign said no more than 14 on each pool and the least we were double number what's the point of appointment?

Elevators: on the hours you need to go to pool, you need to wait 15 min.. it went with priority to last floor or spa floor .. very crowded.

Reception: on checkout in front of us a lady was mentioning part of what I am saying and the receptionist replied unappropriated, not to say rude, when the lady complained about only 1 hour per day for pool, with appointment, but that they've allowed too many guests : " you had enough time if you could count the guests in the pool". We wanted to say the same but when we saw the unprofessionalism, just abandoned the idea.

This opinion was heard over and over , many guests complaining about the same in the elevator, while waiting for it, or in the pool.

We understand that Covid mess things up, and HORECA was heavily hit, but this kind of customer service? I am really sorry that I've taken the package for this hotel. You are a shame for the nice city of Sovata.

PS: They were much more nice with the Hungarian speakers...

DEFINITELY the best hotel in Romania. Here are my 5 facts for why it should be a 5 star Hotel. Hear me out:||1. The rooms look very nice, we took one for 2 persons with a bed added. It was awesome, very hot inside on winter, felt amazing. Nice bathroom, and nice and comfortable beds. Also looks very modern and they even greated us with some free sweets on the room's table.||2. The spa is awesome. Hot pool with nice jacuzzi-like water games, cold swimming pool which is very big and extremely enjoyable to swim in. The pool bar is amazing, u just say the room number and done, u take ur drink :D||3. The food was amazing. I would even go as far as saying ITS THE BEST FOOD I HAVE EVER HAD IN ROMANIA. The breakfast - awesome, u have a lot of options and everything looks fancy and tasty. The dinner - awesome, u have a lot of options, again, And again the food is tasty and extremely fancy looking. Its worth coming here just for the food 😂||4. The live parties here are amazing. We went to the 2023 new year party here, very nice musicians from "manele and taraf" to tango. Open bar and very cool atmosphere. Deffinelty recomanding to come here for Christmas, new year and stuff like that.||5. The personal is awesome, I mean awesome. Everyone very friendly and so happy to work. Again, they create an AMAZING atmosphere. Deffinelty the best personal I have ever had at a hotel in Romania.||Conclusion - COME HERE ASAP! IT'S AMAZING! I beg the hotels manager in Romania to give this...