Yerablur Tours

Nice hotel very comfortable

Strange reception, they asked my guest for passport instead of calling me on non-working phone (I told them trice) but they didn’t ask food delivery and let the guy come up (no room service or a coffeeshop)

My stay at this hotel was extremely disappointing due to both the condition of the room and the poor customer service. The room had several maintenance issues that should have been fixed before check-in. The refrigerator did not work properly, the door handle was broken, and the air conditioning was also broken, making the room uncomfortable. The checkout process was equally frustrating. When I asked for a receipt, I was told that only a manager could provide one and that it was not the front desk staff's responsibility. Guests should be able to receive proof of payment at checkout without unnecessary inconvenience. The customer service was the worst part of my stay. Instead of listening to my concerns, staff were dismissive and defensive. When I explained my experience, I was told that my opinion did not matter because other guests were satisfied. Rather than acknowledging the issues or trying to resolve them, staff argued with me instead of handling my concerns professionally. Overall, the maintenance problems, poor checkout process, and unprofessional customer service made for a very negative experience. I would not recommend staying here unless significant improvements are made to both the property and the way guests are treated.