Spa Hotel Čajkovskij

We had hoped for a pet-friendly holiday, but the problems with our dog started right away. Three days into the stay, Administrator Galina barred us and our dog from the restaurant, despite what had been advertised. We couldn't get anywhere trying to contact the hotel manager. When we finally met days later, we got apologies and promises that seemed to settle things. But the next time we went to the restaurant, we were rudely turned away, this time told there wasn't enough room for our family of five. We were confused about what our payment had actually covered, and during dinner we were largely ignored and barely served. The poor service went well beyond that. Our rooms were flawed and dirty, the restaurant food wasn't fit to eat, and the facilities made us doubt their quality. After only a couple of uses, the neglected sauna required payment. Staff were unfriendly, often absent or hard to approach, dressed inappropriately, and ignored basic hygiene. Reception and service areas were frequently unmanned and chaotic. When we complained, staff were passive-aggressive and unprofessional, passed responsibility around, and contradicted one another. We had to check out because of how badly we were treated. The experience ruined Christmas, spoiled a family member's birthday, and nearly ruined New Year's Eve. I question how this hotel got the four-star rating it claims to have held for 25 years. They insisted no guests had reported problems before, which I find hard to believe. Afterward, we found many harsh Google reviews and another family who had left early. This was the worst holiday experience I've had, and the emotional toll from their incompetence and callousness was enormous.