Best Western Plus Congress Hotel

Initially, I must acknowledge that the hotel’s location with easy access to various parts of the city—and the beautifully designed modern lobby are definite positives. However, my overall experience has been utterly disappointing. The housekeeping service is extremely poor; it seems the staff have not received proper training. Every time, the bath towel is forgotten and only a small towel is provided. Moreover, pillow covers and bed linens are not replaced even after several days. Another issue lies with the room’s complimentary items: dirty cups are left in the complement area, and the cups we used are never re-cleaned. The breakfast service is also problematic. The plates are stored in a low cabinet that forces guests to bend down to retrieve them—an awkward and poorly thought-out design that detracts from the breakfast experience. Additionally, the tea and coffee station is not properly replenished, and room cleaning is far from acceptable. What’s more, despite raising these issues with the reception on three separate occasions, we received a laughable response—apparently, they believed we had placed a “do not disturb” label on our door. The rooms are small, and contrary to expectations, the staff are neither friendly nor do they smile. The hotel’s entrance is also problematic: there are no automatic doors or doorman, so entering requires opening two old glass doors—a real hassle when you’re managing a stroller and a child. Furthermore, in the mild spring weather, the heating/cooling system works only for heating, and the breakfast is extremely subpar; even hot fried eggs are not served. The overall demeanor of the staff leaves much to be desired. I would not recommend this hotel to anyone. It is astonishing that it holds such a high rating on Booking.com—the high score completely misled us. When we finally requested to speak with the manager, the reception staff obstructed the conversation with nonsensical responses. After six days of staying here, I am deeply disappointed with my choice.

SCAMMERS!!!!! They know tourists who pay online and go to their hotel can’t visit or search for other hotels right away, thus they make you pay extra before giving you the room. They forcefully made me pay twice the price of my room. • Andrea Ferrari – General Manager • Gayane Kocharyan – Director Worst managers ever at this hotel!!! Never go to this hotel if you don’t want to lose money

Absolutely awful service. Room service was non-existent. Always delayed. They tell you the kitchen is open until 11pm but then they have to run around trying to find someone to actually staff the kitchen. What a mess. I even called the reception and simply asked for a bottle of water because there was none in my room. I waited patiently. Not only did they take more than 45 minutes to deliver it, but I had to call them and ask them more than three times. Very disappointing and very poor service.