The Ritz Carlton Astana

I have been to over 50 counties and lived in UAE for 7 years and have stayed in some of the most beautiful 5 star + hotels. However, the Ritz Astana has been one of the most positive experiences I have ever encountered due to the professionalism and manner of their staff. Food and drink are of high quality and I want to give a special thank you to Marul (Mokki restaurant) who honestly made my trip to Kazakhstan so special and made me feel like family at the Ritz, his professionalism, kindness and true human touch is what I believe makes the Ritz the establishment it is, people like Marul/Maral are worth their weight in gold in these establishments. All the staff were excellent and their manner 10/10. Thank you from the bottom of my heart for making me feel so special and this trip a memorable one.

Excellent hotel, huge culinary offer and dancing evening in the different ambiances. Recommended the aperitivo at the third floor's resto

I stayed in so many hotels but I never expected such experience from the hotel of Ritz Carlton level. We booked this for 2 nights. The first night we couldn’t sleep as it was too much loud outside, maybe the bar near there or something, so in the morning we asked to change our room, so it will face the other street. They agreed but took too much time even though they promised that by 3 pm it will be ready. Finally by 5 pm we moved to another room. I opened the fridge in the room to put some staff and saw that it was not cleaned properly. There were some sweet stains. The mini bar was not full. Ok, fine, only one night left and we didn’t want to spend another many hours of waiting for room. We decided to enjoy our day. Next day we checked out and after 1 day since check out we got the email from hotel that the bidet in the bathroom was not used properly and the hotel had to do some huge cleaning and they will charge us 1200 usd!! Without losing any time we went to the hotel and asked for details. I don’t want to explain here what they find inside bidet, but I told them that we didn’t use it at all! We are using the shower. And if they want they can make analysis or whatever. After that they send the email with “sorry for inconvenience, we will not charge you, it was not your fault “. I’m sorry what?!?!?! After that I send them email saying that it’s not proper way. You accused us of something very bad, you wanted to charge 1200 USD and after that sorry? So if the guest make shit in the bidet they charge good money, but if they put the guest to the room with the shit - sorry!! What they did? - nothing! They ignore my email. Very bad feeling after this stay and very bad customer service and awful follow up the case.