Swissôtel Wellness Resort Alatau Almaty

The service was top notch

Great thanks to Sandana for her professionalism, kindness, and excellent support throughout our stay. She was very helpful and made us feel truly welcomed. I really appreciate her assistance and positive attitude. Great service!

During my stay, I was unwell and suffering from a fever. As my return flight to India was scheduled for late evening, I requested a late checkout until 2:30 PM. I raised this request a few times with the reception team, hoping for some consideration given my health condition. Unfortunately, since the hotel staff came to know that I might be late they sent a luggage attendant to collect my bags even before the standard checkout time of 12:00 noon. What was particularly disappointing was that I observed while sitting in lobby other guests being allowed to check out later without any apparent issue. I found this lack of empathy and inconsistent treatment quite upsetting. As a guest who was ill and genuinely in need of assistance, I expected a more considerate and customer-focused approach from the hotel.

Location is beautiful, territory is rich, SPA zone great

The staff was incompetent. We had 5 rooms booked. 3/5 were ready only at 15:30 after a lot of hurrying up the reception staff. 4th room was also given at same time, but the lock was broken - it took us more than an hour to organize fixing it, I needed to go back to the reception and back to the room 5 times, it was exhausting. We also needed to carry our things to the other room while waiting and back to this room, then it appeared they lied that it was fixed so we moved them again.. completely ruined our plans. We were ready to all check in in or rooms only at 17:10. Then there were issues in the rooms: - in one room the hair dryer was broken - in some rooms phones did not work and it means with every issue we needed to go on foot to reception to say about it and check the statuses - in one room the water in the shower didn’t flush down the drain and it was overflowing to the floor - in every room there were bugs that the stuff could clean when asked but as I told earlier, to say about it we needed to go a long way to the reception by foot. - we had paid for the photoshoot on the premises (approval to shoot photos) and it took a lot of burocracy and searching for the responsible person - on check out they tried to charge us for the photoshoot approval fee AGAIN and it took us 1 hour to prove that we have already done it. They don’t have in their system anything beside the total charge fee, so the don’t see what exactly we paid for. Not one time with all these issues they apologized.