Bernardazzi Grand Hotel & SPA

Very Poor
Traveller Type: Family with Young Children
  : We texted the hotel through the Booking.com at 13:30 to let them know that we were going to arrive at around 19:30-20:00, on our way from Kyiv. After a very long and exhausting drive, we arrived at the hotel at 20:00. They told us that our room was not ready and we had to wait (we waited in the lobby for over an hour). We told the hotel manager (Sergio I believe) that we have notified them six hours in advance about our arrival time, and being kept at the lobby for this long was unacceptable. As the hotel manager seemed to be a very nice person, and also looked deeply sorry, we waited a little longer and they finally took us to our room. As we entered the room, we saw that it was extremely dirty (photos attached), beds were roughly made and the whole room was HEAVILY stinking sweat. Luckily, hotel manager entered the room with us and he witnessed the situation in first hand. Housekeepers were running around to spray and make up the room. As people who have self respect, we said that we didn't want to stay in this hotel. The hotel manager explained how sorry he was and basically begged us to stay and he promised a full refund. We were extremely tired after a 9 hour drive, so we accepted to stay. Next morning we left. We waited for a week to receive the refund, but haven't heard anything back. We tried to get in contact with the hotel but we couldn't. Finally, I found a way to reach them through Whatsapp and they texted me that "they were in the process with the bank regarding my refund". As of today, it has been 33 days since our stay, and the hotel neither answer my calls, nor reply. I could only speak to a front desk agent and gave her my number in order for the hotel manager to "kindly" get in touch with me. But haven't heard anything back. I believe they simply blocked my number. I do not recommend this hotel to anyone who value themselves.

Very Good
Traveller Type: Business Traveler
  : Clean
  : Very bad hair dryer