Yerevan Resident Butik-Hotel

We paid premium rates for what was supposed to be a 5-star stay, and were treated with complete disrespect. We booked and paid in full through Booking.com, but on arrival were told our room wasn't available. Without our consent or a proper explanation, they sent us to a different 3-star hotel, Shirak Hotel. We accepted the downgrade only because payment had already been taken; otherwise, we would've booked somewhere else immediately. At Shirak Hotel the room was dirty and wasn't cleaned once during our stay. There were no towels, just one for four people, and no hand soap or other amenities. The window wouldn't close and leaked when it rained. The bathroom smelled strongly of sewage, the TV didn't work, and cigarette smoke from other rooms came through the ventilation into our bathroom. There was only one iron for the entire building. Reception staff changed each day, and nobody seemed to know about our situation or help us. After a few days, we were moved to the original hotel building and told this was an “upgrade,” but it still wasn't anywhere near 5-star standards. We repeatedly asked for help and were ignored. After checkout, we requested a refund, but the hotel refused and offered only “future discounts” we will never use, since we won't return. We've filed a formal complaint with Booking.com and provided photos and other evidence. This hotel is a scam and shouldn't be listed as 5 stars. Avoid it at all costs.

The water from the taps was brown and filthy, and when we asked reception for clean towels one night, we were told they had none and to shower tomorrow. The reception was never attended; if we managed to find someone, we got attitude and no help. Staff seemed rude, lazy, and untrained, and asking for assistance made us feel like we were in the way. The whole place was dirty, badly managed, and unwelcoming. From the moment we arrived, it felt like a ghost town run by people who hate their jobs, if they show up at all. This place is a disgrace to the word “hotel.” Even if they paid me, I'd rather sleep on the sidewalk. It should be shut down. Avoid it.

Nazeli at the front desk was the one bright spot. She was so kind, generous, helpful, and accommodating that without her we'd have checked out the next day. The place is beautifully located, and I hope management improves the staff so it can run better. The rest of the staff were rude and unkind, and didn't know English. That's understandable, since kindness doesn't need a language, but they mostly made frustrated faces for reasons I couldn't understand. When we asked for help, some said their shift was over before it actually was. The breakfast wasn't good enough. I wish the hotel could run better with just one person like Nazeli.

The location is great, nearly central, with an amazing park right beside the hotel, plus plenty of grocery shops and restaurants around. Our room was spacious, with big couches and a little balcony, and the bathroom even had a Jacuzzi. Everything was clean and really comfortable. Service was good, breakfast was nice, and the team were very helpful and kind. I'll book here whenever I go to Yerevan.