Hampton by Hilton Astana Triumphal Arch

The hotel seemed newly built, and everything was spotless. Anel at reception was especially helpful when we checked in, and we enjoyed the breakfast. The location was excellent, and we're grateful to Aiym and the team for making our Astana stay so memorable.

The rooms were nice, though breakfast didn't offer much variety. Since this is a central area, traffic can be heavy during rush hour, especially in the morning and late afternoon. Our group of 27 arrived at 3 a.m. after a long flight. I called reception from the airport to ask if the keys could be prepared so everyone could get upstairs quickly. The manager picked up, but the call cut off. When we got there, only some keys were ready, which made sense because a few guests had separate bookings. The check-in itself was the bigger problem: the key machines were slow, the paperwork took a long time, and we waited an extra hour in the lobby. In the morning, the shift manager said the machines had been rebooting and that was what caused the delay. I didn't find that a good explanation. If that was the problem, the night staff could have told us, and the manager's attitude made the situation worse.

While I was traveling for work with my baby, my child had to be hospitalized. The staff helped with so many things: taxis, pharmacy trips, food orders, and even tracking down a bag I'd left in a taxi. They also sent a blanket to the hospital that we'd forgotten in our room. I've never had staff be more thoughtful and supportive. They went well beyond what you'd expect.

I've stayed here many times and really like it. The wellness facilities are very nice, and the location is hard to beat, close to sightseeing spots and a shopping mall. Beijing Hotel might be the only real competitor, with its newly renovated interior and great Chinese food.