Kazzhol Hotel

After a long journey, we arrived early in the morning with my family and waited almost two hours to check in. Our travel company had already arranged and confirmed two rooms. The rooms were missing basic amenities, and when we complained, we were told to buy them at a nearby supermarket. That's unacceptable for a 4-star hotel. Wi-Fi worked in only one of the two rooms, and the problem wasn't fixed while we were there. We stayed for three days, and the experience fell short of what we expected. Reception staff could use better customer service training.

The rooms are a little small, but clean and adequate, and the staff are nice and accommodating. It's a solid central hotel, within walking distance of shopping, food, attractions, and the metro.

The one thing I liked was the breakfast. The rooms are old and worn, and the staff didn't seem to care, especially when Russian isn't your first language. The night shift receptionist just walked away and went to sleep behind the wall while we stood waiting for help. It was the same on the other days. I've never seen reception staff this rude and unhappy in hospitality.

Breakfast was amazing, and I can't fault the service at all. The place was clean, cozy, and comfortable, with an excellent receptionist. As a young woman traveling alone, I felt very safe in the area. I chose this hotel as part of my Air Astana trip and highly recommend it.