Hotel Unitral SPA

The reception experience ruined my impression of the hotel. I came expecting to be able to communicate in English. Staff were willing to speak it when I first arrived, but that was the end of it. During my stay, I went to ask a simple question and one receptionist actually raised her voice at me. I can't understand how someone so disrespectful and unprofessional can work at the front desk. I have no intention of returning here, or to another hotel run by the same company. The dining staff and housekeeping team were lovely, though. They each deserve a star of their own.

We stayed around New Year's Eve, when Polish guests seemed to be in the minority. The wellness and spa area was lovely, and the staff were genuinely helpful. The bar service was great and had a good wine selection. We also had an amazing tomato soup with homemade macaroni, a dish I'd go back for.

The spa receptionist listened to my concerns and was empathetic. She seemed genuinely upset, which is why I'm giving two stars. She passed the issue to her manager, a woman with glasses, but the manager seemed new to the role and had little customer service experience. Her attitude was poor and she seemed miserable. She didn't offer a satisfactory solution, and I can't remember her apologising. The parking added to the bad service. There were plenty of spaces at the hotel, but the attendant abruptly sent us to public parking off the property. The massage was probably the worst sports massage I've had. On our recent visit, 23 Dec 22, a gentleman who seemed inexperienced or uninterested gave it in a medical spa unit instead of the pleasant spa rooms. The radio was playing rather than relaxing spa music, and he covered me with a towel that was already wet. He didn't speak English, so I couldn't explain how unhappy I was. The massage itself was weak and substandard. The facilities and massages used to be great, but that's changed. We've started trying other hotels and spas nearby and telling friends and family to do the same. It's a shame, because we've had good experiences here before. The last couple of visits make it seem like the place is going downhill, and this one was the final straw. We're disappointed and won't be back.

The four star section is nice, and so are the pool and spa. The breakfast room is huge, but at busy times like 9-10 it feels like a beehive. The women at reception were friendly and very helpful. The hotel is conveniently located near a Georgian restaurant with great food.