Amsterdam Plaza

Everything else was good, but the room temperature is fixed and difficult to adjust.

The restaurant has a nice atmosphere, with jazzy music and paintings on the walls, and it looks fairly new. The service was professional and good. My feelings about breakfast are mixed: the Eggs Benedict were good, but the English breakfast seemed really cheap, more like canteen food than something from a five-star hotel. It was dry overall. The beans needed more sauce, the eggs were overcooked, and the tomato was cooked strangely, with dry, inedible skin. Breakfast costs a reasonable €8-10, but I expected much more from a five-star hotel.

The service was lovely, even with my fussy coffee requests, extra strong and lactose-free. I really liked the poached eggs. The breakfasts are very good, though the English breakfast was good rather than amazing.

The breakfast incident was the worst part of our stay. On Saturday, a staff member questioned whether we were hotel guests without even greeting us, then repeatedly claimed we hadn’t paid for our child. We explained that the booking covered five people, three in a luxury room and two in a standard room, but she kept insisting otherwise despite all five of us being there. It was humiliating. On Sunday, the same staff member, Jurate, continued giving us looks as if we were trying to avoid paying for a sixth guest. At checkout, the receptionist tried to charge another €450 for the child. After we repeated that the booking was for five, the receptionist apologized. Jurate’s behavior made us feel unwelcome throughout our stay. This followed a frustrating booking problem. We accidentally reserved August 23-25 instead of August 16-18, and called the hotel an hour or two later to ask for a change. They said it wasn’t possible. We then asked for a refund, apologized, and explained it was an honest mistake, but were repeatedly refused. The booking was for 1,800, a significant sum my family couldn’t afford to lose. We reluctantly kept it, even though that meant missing a planned meeting with our family from the UK, who were only in Palanga during the week of the 16th. Booking.com told us the payment was still with them and had not been transferred to the hotel. They approved the refund request and said the hotel only needed to confirm by email. When we called again, one representative understood and said they’d watch for the email. After more than an hour with no follow-up, a different staff member said nothing had arrived. Booking.com confirmed that it had sent the email, and I attached that confirmation to this complaint. The hotel then gave an unhelpful response, with a staff member rudely saying they wouldn’t refund us under any circumstances. Someone in our group called later and was falsely told the hotel held the funds, contradicting Booking.com. Despite all this, we stayed on the booked dates, but the hotel did not meet our expectations for a 5star hotel. We plan to take the complaint to the Hotel and Restaurant Association of Lithuania and the Lithuanian Consumer Association.