Rixos President Astana Hotel

The hotel's facilities are nice, but a problem after checkout completely overshadowed my stay. While I was already at the airport, a staff member messaged me accusing me of taking something from the minibar without paying. I had opened it once to see what was there, but I hadn't used or taken anything. The item they said was missing was something I wouldn't even need. They said they had “proof” and kept trying to charge me. I refused to accept blame for something I hadn't done, and after some back-and-forth they finally dropped it. It was shocking to be treated like a thief at a hotel that presents itself as high-end, and it ruined my impression. I hope they later figured out what really happened, whether it was an employee's dishonesty or carelessness, but the damage was already done for me. I'd strongly suggest future guests take photos or a short video when they first open the minibar, in case the hotel makes an unfounded accusation. You could pay just to avoid an argument, but why cover someone else's mistake, or worse, bad intentions? I might stay at other properties in this chain, but after this, I'm unsure about staying in Astana again.

Aigerim and Moldir at reception made our trip easy and enjoyable. They handled every request with patience, professionalism and care. We also got a surprise birthday cake, and the complimentary room service snacks were a nice bonus. The hotel itself is top standard, with lovely decor throughout, kept clean and well maintained. The staff and that extra care are what made the stay memorable.

The service was the one truly exceptional part of our stay. Everything else left us very disappointed, and we'd never return. We paid around $500 per night for 2 nights, $1000 in total, and didn't enjoy the experience. The room was large but badly laid out. I was there with my husband and two kids, but there was only one king-sized bed, so we all squeezed into it. They brought a small rollaway, but it was uncomfortable and the kids wouldn't sleep on it. There was also a cabinet setup for business meetings that we had no use for, taking up space that could have worked better for sleeping or relaxing. The furniture and decor felt dated. The TV kept freezing, probably because of internet issues, and the thermostats were old and hard to operate. Breakfast was just okay. There was plenty of food, but little that appealed to us. Clearer sections for things like yogurt, smoked salmon, fresh bread and cream cheese would have helped. The chia pudding was far too sweet and not enjoyable.

We're so excited to have our wedding here in June!