Grand Opera Hotel

A great location in the centre of the town. Our room was so hot when we arrived but managed to get it cool by the time it was bedtime. The bathroom could do with an update but everything else was fine. The pillow was comfortable and the room quiet. We didn't realise there was a bar downstairs until we went for breakfast. The breakfast staff were lovely and helpful and it was one of the best breakfast spreads we experienced in Georgia.

We stayed there for a day and while we were having a good time at the hotel, on the day of check out we had to take late check out which we paid for however the same information was not communicated to the entire houskeeping team by the front desk team. Now mind you, we have paid for the late check out and had this full conversation with the front desk that we will be staying till 5pm and still somehow housekeeping entered our room using the masterkey while we were inside the room already! No apologies, no empathy, nothing from the staff. We went to the front desk straight after that incident and their response was -‘ oh yes, sorry, they thought we CHECKED OUT’ I have been going back and forth with *********** and the hotel sales team, but now they have just stopped replying altogether after promising me a refund if and only if I take down the review (which I agreed to if they made sure that proper trainings will be put in place and only once the refund reaches my account) After promising me the refund, they have been MIA and *********** has credited 1000 rupees to my account while I paid 15000 for the entire stay plus the late check out charges! More than the money it is simply about the ethics. They are the most unempathetic bunch of customer service associates I have met till date. (The restaurant staff was extremely nice and we loved the restaurants, the location is so nice for the hotel as well, i just wish the experience would have been A LOT BETTER i terms of the privacy part and security part.)