The Ritz-Carlton, Almaty

We had a memorable two-night stay at The Ritz-Carlton, Almaty, during the hotel's 12th anniversary. My partner and I were travelling in a group from Malaysia 🇲🇾 with Apple Vacations, and the celebratory mood made the visit feel special. The team treated us with warm, personal attention, and made us feel welcome and valued. Being connected to Esentai Mall made getting to luxury shops and restaurants easy, while we explored the city. Our room was spacious and spotless, with elegant design and a view of the mountains and a beautiful sunset. The signature Ritz-Carlton bed delivered a sublime night's sleep. We found a large artisanal chocolate bar waiting for us on arrival. Each evening, there were mini chocolate bars and mini bottles of mineral water as a thoughtful little treat. The breakfast buffet had an impressive range of exquisite options. Staff also offered complimentary glasses of champagne and ice cream, which made the morning feel like an occasion. Service throughout was polished yet warm and caring. The hotel’s facilities and location are superb, and after 12 years the attention to detail shows. We felt lucky to share in the anniversary celebrations and left with beautiful memories. Congratulations to the whole team on the milestone, and thank you for such a wonderful stay. We hope to visit Almaty again and return to The Ritz-Carlton Almaty. The AirAsia flight from Kuala Lumpur is only 7-8 hours!

My family and I came back to the hotel at exactly 3:00 PM, the official check-in time, after waiting at a nearby mall following our long journey. The room still wasn't ready, which was very disappointing given the high price and the reputation of The Ritz-Carlton. Guests should be able to count on a smooth, organized arrival, especially after travelling for hours. The service didn't meet the standards I'd expect from a luxury hotel. I hope management takes this seriously and improves the guest experience.

The 30th-floor cocktail bar at The Ritz-Carlton, Almaty was a lovely place for a relaxed evening while we were in Almaty. The drinks were well made and nicely presented. Service was professional and attentive, especially from Sayat, the young barman, who was kind and knew his stuff.

After travelling, we were exhausted, and it was my first visit to almaty. We didn't get our rooms until 4:00 PM, a full hour after the stated check-in time, which left me disappointed. We arrived before 2:00 PM and went to reception. Staff said check-in was at 3:00 PM and that they'd contact us when the rooms were ready, so we went for lunch and returned at 3:07 PM. Then they asked us to wait another 30 minutes. We waited in reception as instructed and checked again when that time had passed. We were told it would be another 10 minutes. The repeated delays and unclear communication made the wait especially frustrating.