Hotel Costé

Making my own tea was a real comfort while travelling as an Indian vegetarian. We were there with two adults and two kids, and the rooms were roomy, clean, and comfortable. The service was great too. I was a bit unsure about booking since we usually choose five-star hotels, but this stay was wonderful and surpassed what I expected. I’d happily recommend it to families and vegetarian travellers.

Ms. Liza at customer service was especially helpful, answering our questions quickly and always with a kind smile. We had a great stay, with comfortable rooms to unwind in after a day out and easy access to many of the city’s main sights. There was a good range of breakfast and dinner options, and the pizzas were delicious. I’d gladly stay here again.

Breakfast felt homemade and was amazing. We stayed for a week in a junior suite and a double room, both cozy and clean, and the staff were friendly and helpful. The outside of the building could use more frequent cleaning, but that was a minor point. I’d consider coming back.

I’m still dealing with the consequences of the injury I suffered at Hotel Costé in Tbilisi. More than two weeks later, I have had no personal apology or direct acknowledgment, even though my husband sent photos of my injuries. The wounds have been slow to heal, I’ve needed significant medical care, stayed completely housebound for over two weeks, and received official sick leave for up to 16 days after the accident. The wounds have also kept me from going out or returning to work. This has been a horrific experience. We stayed from January 21 to January 25, and the serious incident happened on our last day. I was sitting beside the luggage storage room with my bag while our luggage was being stored on the hotel premises, with a staff member present. When the door was opened, a heavy metal handle that was apparently not up to standard came loose and hit me directly in the face. I suffered a laceration, swelling, and a periorbital hematoma, all documented in a medical diagnosis. I asked for medical help and a doctor, either from the hotel or emergency services, but none was arranged. We were told there was a hospital across the street. There wasn’t one, only a small pharmacy. I can’t understand how a supposed four-star hotel could give that advice after a serious injury. There was no manager on site that day. The receptionist couldn’t or wouldn’t make a decision and tried to reach the manager. He should have been on call, and at a minimum should have come to assess what happened. He didn’t come, and he didn’t contact me or my husband, despite the receptionist saying that he would. We had to leave because of our scheduled departure. The next day my husband tried calling the manager, then sent written messages when he couldn’t reach him. The email response arrived a day later and was shocking. He described the incident as “highly unlikely” and wrote, “This was an incident that simply should not have happened, and the likelihood of such an occurrence is extremely low.” So, according to Hotel Costé, being struck in the face on its premises and seriously injured was just an unlucky fluke. Astounding. Afterward, the hotel claimed the luggage room was off-limits, although its own staff had let us in without warning us of any danger that might have prevented the accident. The manager also claimed, “You did not request compensation for damages nor did you ask for an ambulance.” That is completely false. I was the one who requested medical help, and the hotel arranged no effective support. I could not speak to the manager because he wasn’t there, so my husband asked the receptionist whether we could discuss possible compensation. For a whole week, they avoided responsibility and gave us empty answers. The injury caused serious physical, moral, and financial harm, yet the hotel has refused to take responsibility. Their priority seems to be profit over guest safety. Hotel Costé in Tbilisi is a disgrace for a supposed four-star hotel, showing negligence, arrogance, and no human empathy. If you care about safety, professionalism, and basic care for guests, think twice before staying there.