Pytloun Imperial Design Suites

After I escalated the matter to senior management, it was resolved professionally. They honoured the agreed compensation in full, canceled the invoice, and confirmed that no staff member would be held financially responsible. Unfortunately, although the stay began with some problems, the way things were handled after checkout left us deeply disappointed. On our first night, several serious room issues, including lights that didn’t work and a door we couldn’t access, left us waiting in corridors and changing rooms more than once. Management offered complimentary dinners as compensation. We specifically asked whether that meant one day or the whole stay, and were clearly told it covered the entire stay. At checkout, we were again told the account was settled and nothing was due. Then, after we left, an invoice arrived that tried to limit the compensation retroactively. Calling it a misunderstanding doesn’t seem credible given how clear the conversation was, especially when that interpretation was later backed by managers who weren’t there. We were also shocked to hear that the hotel planned to resolve the matter internally by deducting the amount from employees’ salaries. That was entirely inappropriate and unprofessional to tell guests. Trust matters in hospitality, and we can’t rely on assurances given here. We won’t return and can’t recommend the hotel.

The design rooms are the standout, each one unique and stylish, and I’d recommend them. The Imperial is a top hotel, and management handled my criticism quickly and to my full satisfaction. It would have earned five stars if the restaurant and bar service had been better. They told us they didn’t have ice. I raised it with management the next morning, and the manager and reception team dealt with it expertly. Thank you!

The location worked really well for us: a short walk to the beautiful centre and shopping centre, as well as the karting, aqua park and IQlandia for people travelling with kids. Our room was unexpectedly spacious, with a big, very comfortable bed and three pillow options with different sizes and softness. There was also a large tub that fit two adults comfortably for a relaxing end to the day. The breakfast was generous and good, and there were free snacks in the lobby every afternoon. The young staff were friendly. We’d read good reviews before booking, but the hotel still exceeded our expectations. We really enjoyed our stay and highly recommend it!

The room I got was really small, not great for a race, though it was clean and had everything I needed. I gave five stars for the service, helpful staff, cleanliness and breakfast. The manager was always around taking care of things, but the team were AMAZING: Tanita, Sophie, and the blonde girl who spoke such good English. Boss, please give everyone a bonus. See you next year.