The Hermitage Hotel

Asligul (group)
6.0 Pleasant

: Our checkout experience was extremely poor. Since we had a flight at 7:00 AM, we left the hotel at 5:00 AM. Despite being such a high-end property, there was only one staff member available. When we arrived at the front desk, he told us the system was already closed and that he couldn’t review the documents, even though I had not yet been able to check or confirm the extra charges. Because he was the only person working, he then left to retrieve our car. Meanwhile, we realized that we had forgotten our bag inside the hotel. As the doors were locked, I was unable to re-enter the property to retrieve it. We repeatedly called the hotel and rang the bell multiple times, and in the process of trying not to leave our belongings behind, we were at risk of missing our flight. It is absolutely unacceptable for a property of this level that guests cannot re-enter the hotel for nearly 20 minutes—especially considering that my passport was still inside the lobby, as I wasn’t even sure whether the checkout process had been properly completed. Additionally, I had ordered balloons as a surprise for my sister’s birthday. On one document, the charge was around $185, while on another it was over $200. I cannot understand how balloons could cost a total of $385–400. It is also very concerning that a single staff member was responsible for valet, checkout, and door duties all at once in such an expensive, five-star hotel.

Howard (young couple)
7.0 Good

: The room was lovely, good view. Housekeeping staff worked their magic exceptionally well every day 11 / 10. The door staff are very helpful with tips about the locality. The restaurant is good and the downstairs bar is a lovely place to hang out. The cafe food comes from the same kitchen and is high standard. The lobby is beautiful and comfortable. Front desk were great.

: The lack of tea and coffee making facilities in the room is a big oversight. Quite difficult to order afternoon tea in the lobby. Some of the staff dropped the ball a number of times. The noise through the door of the adjoining room was only slightly annoying.