Hotel Clara Luna

The reception staff member was helpful and apologetic, but we were still very disappointed and wouldn’t recommend staying here. We booked Clara Luna through Booking for eight nights, then left after just two hours and received the full refund we requested. We found other hotels in the city centre that seemed better value. Our first room had stained sheets covered in hairs, plus a dusty carpet and stained carpet and armchair. It felt damp, and there were humidity marks on the walls. After we reported this at reception, they moved us upstairs. That room looked cleaner, but its sheets and pillowcases were stained and had hairs too. We asked for fresh ones, then discovered there was no warm water from either the sink or shower. Reception said the top floor often had this problem because of low pressure in the water pump. They suggested running both taps fully for a few minutes to warm the water. When that didn’t work, a handyman checked the pump and boiler and got some warm water flowing. He confirmed the upper floors regularly had this issue. We also noticed a leak in the wall between the bathroom and bedroom, which couldn’t be fixed then and there. When we tried to shower, the water was lukewarm at best and its flow kept changing with the pressure. With the cleanliness problems and lack of basic services we expected from an allegedly four-star hotel, we decided to leave.

The view from my room was a parking lot, and there was no bellhop, so I was on my own with my bags. What really put me off, though, was the guest policy: you can’t bring someone back to your room, and they only tell you after you’ve paid. That feels like a guesthouse rule. I’d rather meet people while travelling than sit around in what feels like grandma’s lobby. There was a Noah and the Ark painting in the lobby area, which was mixed in with some shops, so it wasn’t clear where the hotel even began. If I’d seen that first, I would’ve turned around and gone elsewhere. The room itself was brown, not one of the bright, colorful rooms shown. The toilet was broken and gushing water, so I turned it off. Lamps were hanging loose from the ceiling, there were no tissues where they should be, and the door wouldn’t shut well enough to bolt. The knob looked ready to fall off. I reported it, and they tightened the screws without a thank-you, apology, or much more than a shrug. Later it started coming loose again. There was also a sign saying the hotel wasn’t responsible if your things were stolen. WiFi wasn’t available, and the internet had confusing room codes that weren’t based on room numbers. Mine didn’t work. The front desk gave me a list of codes and passwords, but none worked for my room, and there was no apology or real fix. Booking through an online site gets you a cheaper price, then the emails arrive telling you what you won’t get, and they aren’t polite. Nobody ever said “welcome,” “please,” or “thank you.” Sour experience. I wouldn’t stay here again.

The lobby was my main reason for booking. It has a Petrof piano that would be amazing to play, along with a library, a cozy restaurant, and lots of fancy old-fashioned furniture. The staff were warm and helpful, and wore masks for COVID regulations. My room was clean, and the bathroom was good, but the carpet had an unpleasant smell that really needs attention. The sheets were fair. Since the weather is cold, I’d suggest asking for extra blankets to stay warm at night. The Smart TV worked well but wasn’t very big, and the lighting was just fair. It was a nice stay, and I’d give it 4 out of 5 stars.

The location is good, not far from the city center, and the ADO terminal is a short 45$ taxi ride away. The discounted price felt more realistic for what you get, though. The atrium sets expectations the rooms don’t meet. At check-in they introduced new rules that weren’t mentioned during online booking, calling them hotel policy, and had me fill out redundant paperwork. Very guest-friendly. The king-size room only partly matched the Booking.com pictures. The bathroom and shower felt one-star, some furniture was broken and looked like bulky waste, and the room was shabby and needed maintenance. There was mould in the cabinet, used water bottles, old dust and hairs all over. The bed linen and pillows were clean, at least. Cleaning shouldn’t be rocket science. There’s a small window facing a light shaft where all the air conditioners are mounted. The door is warped, so the security locks can’t be used. There’s no housekeeping service, and you have to ask reception for toilet paper.