Grand Hotel Brașov — Hotel in Zona Metropolitană Brașov

First of all... In need to say it: The Receptionist was exceptional. Even that she was pretty new there, she was really nice, hospitable and did her best to address our issues and try to come up with a solution. Elena had really nice customer service skills and understood that in this business you need to see the other side, especially when they are clients. The breakfast and the staff was really nice! Really really nice!

But... 4 stars? It doesn't deserve it... from the flies and mosquitos in the light fixture right above your head in front of the reception, till the fact that they didn't even have the logo open to be able to see it when you approach it to the fact that we booked a room and they gave us another one.

One big suggestion for Booking.com is to make the hotel bookings per room, which means, if I book a room, to receive the number of the room when I receive the booking so there is no confusion. I hate when I am looking on your website at some pictures and I like that room and I book it and I get to the hotel and it's something way under the standard, nothing like the pictures.

But the cherry on top [and we didn't have anything with the hotel] was the manager. She had an attitude you'd think she came from a totally different industry but not from hospitality.

We were there only 2 nights. It was ok the first one, after the disappointment of not getting the room we booked through Booking.com , but the second night around 12AM we started hearing people [kids] above running, jumping and crushing on the floor for at least 5 minutes straight [and still kept going slamming doors and stumping]. It's clear that they just arrived. It was ok if they just did it for a minute, but they didn't stop. So, I wanted to call the reception to ask them to call the room above us to let them know that they need to keep it down because there are other guests in the hotel too. I went to the phone... no number. Looking around on the desk, no number. Ok. I looked for their number on Google and called them from my cell. The manager picked up and I asked her if the guest above us arrived, she confirmed, and I told her that they are noisy. Her reply? "Understand them, they are just kids". I tried to explain her that It's 12AM and it's a hotel, a 4 star hotel. Instead of trying to see what's happening with the family that just arrived, the manager chose to argue with me that I need to be compassionate and I need to understand that kids instead of dealing with the situation. All I asked her was to see how she can tell them to be quiet. But no, she wanted to argue. Unacceptable.

I specially chose a 4 star hotel so I can enjoy a good place with a good location and good service. I am not paying to have a manager tell me that I need to understand that this is how it works at her place: you pay and what ever happens happens.

Manager? Really ugly attitude, really disrespectul towards a paying client and total unprofessional. She needs to take some management and customer service...

We stayed here for 2 nights and must say we weren't impressed! The staff is friendly and the rooms where ok in size, but not very clean. It is out of the city center, but only a few miles drive or a 10 min Uber ride depending on time of day. We left our car at the hotel and Ubered everywhere. Parking in Brasov can be hard to find specially on the weekend. The breakfast was included and a very good one, so we were happy about this aspect of our stay. However, some of the shortcomings were the lack of air-conditioning in the rooms (summers are hot during the day), the mosquitoes had their way with us as they were plenty in the room, and the shower was designed for a 10 yearold child to fit in and nothing more. We are not large people by any means and average hight, but had a very difficult time fitting in the shower. I kid you not... I could not turn in the shower without getting out and getting back in. It was ridiculous! The other issue was that there were no flat sheets on the bed. You get a fitted sheet on the mattress and a thick duvet. Imagine no air conditioning, mosquitoes buzzing about from all angles, 85 deg in the room, and an arctic duvet for you to cover.... not comfortable at all... And on the first night on top of all that I mentioned, some property cats decided vent their frustrations at one another as loud as they could at 2:30 in the morning for about a half hour... yeah!!! No way I'll ever set foot in this place. If it wasn't for the excellent breakfast, I'd give the place 1 star. ||||P.S. Wifi does not work everywhere in the hotel... lots...

I will start with the good things about it: The staff is fantastic, a 5* team of girls. The breakfast is really good with a high variety of choices. Unfortunately that's where the good things end. The Hotel is BROKEN!!!! Only 30% of the jacuzzi in the room works, cabinets and wardrobe are damaged, the netting for the doors and windows meant to keep the bugs and flies out are damaged, GYM - only 20% of it working, Games Room is just a big empty room with 1 unplayable pool table as it is damaged really bad (the felt on top has really bad rips in it as if it was played on for 30 years without being replaced-owner claiming it was a 2 week usage damage), the table football is unplayable as the handles (and ends) are coming off, the "pack" of playing cards are 4 different types of cards (cardboard and plastic), the pool has it's bottom damaged, so even if it was filled, it would be too dangerous to use unless you like...