The Association of Tour Operators of Russia (ATOR) analyzed 5 thousand reviews of people who vacationed in the summer of 2015 in various Russian hotels and sanatoriums. Based on these reviews, rating of the most common complaints about Russian hotels.
Most of the reviews (75%) were positive, the remaining 25% were negative. At the same time, a quarter of the positive reviews are custom-made and written on the instructions of hoteliers.
So, what are the tourists who decide to visit domestic hotels unhappy with?
7. Inconsistency between the description and photos on the site
6% of users noted a discrepancy between the captivating photos on the hotel website and what they actually saw. Because of the "Photoshop masters" the rest of the tourist can be seriously spoiled. Few people are pleased to see instead of a beautiful spacious room a shabby cramped room or admire the views of a garbage can instead of a pine grove.
6. Inconsistency between price and quality
6% of tourists complained that the room rate was much higher than its quality.
5. Problems with cleaning the rooms
This shortcoming is associated with 8% of negative reviews. One review regarding a sanatorium in Belokurikha says that the vacationer had to run after the maid to change the towel, bring toilet paper, soap, etc. The garbage was not cleaned for a week and the problem was solved only after the guests contacted the reception.
4. Appliances and plumbing do not work
8% of Russian tourists faced the inability to use these benefits of civilization. Since the reviews are related to summer vacations, it is easy to imagine what it would be like to live in a room with an inoperative air conditioner when the heat is over 30 degrees outside.
3. Poor nutrition
Poorly cooked, stale or monotonous food is associated with 9% of negative reviews about visits to hotels and sanatoriums in the Russian Federation. Some tourists note that live cockroaches ran around the prepared dishes, and in the served portions there were "cooked", dead insects. Sometimes in food come across such unappetizing "seasonings" as hair.
2. Poorly trained, unfriendly, rude staff
About boorish or frankly unfriendly attitude of service personnel in hotel complexes and boarding houses complained 15% of vacationers. Some hotel employees perceive their work as a heavy duty, and the guests as an annoying element of the landscape, which is better to "get rid of" as soon as possible.
1. The quality of the room fund
This claim (17%) ranks first in the top 7 most frequent complaints from guests of domestic hotels. Stains on mattresses and bedbugs under them, cockroaches running along the walls - this picture can terrify even a person who is accustomed to Spartan conditions. What can we say about tourists who come to hotels to relax and unwind.
According to Maya Lomidze, head of ATOR, due to the low service of hotels, those residents of Russia who used to vacation in Turkey and Egypt can stay at home, refusing to rest in the Crimean or Krasnodar resorts.