The St. Regis Moscow Nikolskaya — Hotel in Tverskoy District

First the positive facts: good location, upgraded room, very good bf

The rest is one BIG disappointment:

A short summary of the last day of my stay:

I left my room at 10:00 switching to ON the electronic sign: “Please clean my room”. Coming back in the afternoon 7 hours later the room was not cleaned.

Not a big surprise as the two cleaning ladies were in one of the rooms nearby having very loud conversation with an elements of fun. I asked the reception staff to help and the room was finally cleaned.

Because of the early departure in the morning I went to sleep switching to ON the electronic sign: “Do Not Disturb”.

At 22:00 I was waked up by somebody knocking very loud on my door. There was a guy named “Bahrat” (or similar) from the room service waiting in front of my door. “I want to take your mini bar with me” he said. I was shocked and I asked again, because I was still sleeping half nacked…Sorry?

“I’m here to take your mini bar”. I said “Wait”, calling the reception for more information. The feedback was “Perhaps you didn’t pay a deposit for you mini bar”. I said that this must be a joke. After 5 minutes the reception said. “Oh, there is a mistake, Sorry”.

Being waked up so brutally, I decided to go to the reception to speak with the Manager on duty. What a surprise: this was the same lady who was dealing with the housekeeping issue. And she promised to deliver my message to the Management as I wanted a feedback from them.

No feedback till now.

In this hotel: There is ZERO recognition of a the Platinum level of a guest, My “Butler” NEVER said even a simple “Hello” to me when meeting in the elevator or on the floor, The “Reception is repeating only “SORRY” without searching for solution, The housekeeping staff is a “Nightmare”, The concierge is cold like a block of ice mainly using “Yes” or “NO”, Checkout is taking 17 min and YES, there is collective refusal to accept the Electronic signs on the doors. And much more!

St....

I'm a St. Regis aficionado so I had high hopes on this property and used my SNA on this stay. This was the most important stay ever of 2016 cuz I waited the whole year for it and to my dismay, it could have been much better but all in all, it was still a great stay.

Room: Upgraded to Astor Suite, the room is nice and compact though I prefer more space compared to what I usually get at St. Regis Bangkok. The room itself was nice but THE BIDETS LEAKED and THE SHOWER DRAIN MALFUNCTIONED. Can I call it "Shower Deluge Saga"? because I almost flooded the whole room in the shower booth when the water didn't go down the drain and flooded the whole place when I opened the door. Not to mention that the door handle BROKE OFF and I was stuck in the room unable to go out unless I called the butler to open the door from outside. It was pretty mediocre that the room I got, though booked months ahead with Ambassador arranging every little detail and I got the room that was ready to accommodate any guests with all these broken stuff. It could have been way better but it was what it was.

Service: Beyond great! Probably the best breakfast in all my hotel stays. The staffs from Concierge to Front Desk to Butlers to F&B, they're all attentive and lovely and I adore them all! Shout out to Igor from Concierge personally in helping my mom with doctor's appointment when she unexpectedly fell ill and shout out to Anna the Asst. Chief Butler who crafted my St. Petersburg trip for me. It was beyond awesome, thank you Anna!! Shout out to Natalia from F&B cuz she knows how to tell Valadimir to please a Burberry Diva like me by making me awesome fancy delicious drinks lol.

All in all, this stay was alright. Needs improvement but the service saved this review from being a...

This is a very nice hotel in the center of Moscow that has been recently converted to St.Regis. By all means it's a 5 star hotel, though, for those who do not know, St.Regis is usually better than a 5 star property. We stayed (family with 2 kids) for 5 days using my starpoints and had a nice upgrade (to Astor suite).Thanks for that! Location is great - 10 min walk (well, 15 with kids :) to Bolshoy Theatre, GUM, and +5 min to Kremlin. a) Overall SPG recognition is at the level as it should be (everywhere)! 5 of 5. b) Very responsive and, what was quite important at that moment, positive staff at the front desk. Consequent experience and responsiveness of the staff at the front desk/concierge was very good. also 5 of 5. c) Butler service: staff is trying to do their best, all they need just some 'polishing' and they will be ok. I am sure their manager (Elena) will keep the team in shape. Special thanks to Darya and Alisa - who helped me to deal with the the delayed baggage. 4..4,5 of 5 Now what needs improvement: d) Housekeeping. It doesn't imply we had any major issue, and it is fair to admit that any of our requests have been dealt promptly; but what it lacked was 'consistently good service'. In other words, I would prefer not to point anything out as the housekeeping had to check/fix it before I/we would notice; and in one day service was great, and in another... well, butlers know what I mean. e) Shoe-cleaning: pls. find someone who knows how to do it properly and with shoe-cream that doesn't smell so strong! Finally just a suggestion: place a rowing machine in the gym - concept2 or, even better, waterRower - you have space for it there; and for those who uses gym it will be...