The Association of Russian Tour Operators (ATOR) analyzed 5 thousand reviews of people vacationing in the summer of 2015 in various Russian hotels and resorts. Based on these reviews was compiled rating of the most common complaints about Russian hotels.
Most reviews (75%) were positive, the remaining 25% were negative. At the same time, a quarter of positive reviews are custom-made and written on the instructions of hoteliers.
So, what are the tourists dissatisfied with who have decided to visit domestic hotels?
7. Inconsistency of the description and photos on the site
6% of users noted a discrepancy between the enticing photos on the hotel website and what they actually saw. Because of the “Photoshop masters,” a tourist’s vacation can be seriously ruined. Few people are pleased to see a shabby cramped room instead of a beautiful spacious room or enjoy the views of the garbage dump instead of a pine grove.
6. Price mismatch
6% of tourists complained that the room rate was much higher than its quality.
5. Problems with room cleaning
8% of negative reviews are associated with this defect. In one review concerning the sanatorium in Belokurikha, it is said that the vacationer had to run after the maid to change her towel, bring toilet paper, soap, etc. Garbage was not cleaned for a week and the problem was solved only after the guests turned to the reception.
4. Appliances and plumbing do not work
The inability to use these benefits of civilization faced 8% of Russian tourists. Since the reviews are related to summer vacations, it is easy to imagine what it is like to live in a room with a non-working air conditioner when the heat reigns above 30 degrees.
3. Poor nutrition
With poorly prepared, stale or monotonous food, 9% of negative reviews about visiting hotels and resorts of the Russian Federation are associated. Some tourists note that live cockroaches ran around prepared dishes, and “cooked”, dead insects came across served portions. Sometimes unappetizing “seasonings” like hair come across in food.
2. Poorly trained, unfriendly, rude staff
15% of vacationers complained about boorish or frankly unfriendly attitude of staff in hotel complexes and boarding houses. Some hotel employees perceive their work as a heavy duty, and guests - as an annoying element of the landscape, which is better to quickly get rid of.
1. The quality of the number of rooms
This claim (17%) ranks first in the top 7 most frequent complaints of guests of domestic hotels. Spots on the mattresses and bedbugs beneath them, cockroaches running along the walls - this picture can horrify even a person accustomed to Spartan conditions. What can we say about tourists who come to hotels to relax and unwind.
According to Maya Lomidze, head of the ATOR, due to the low hotel service, those residents of Russia who used to have a rest in Turkey and Egypt can stay at home, refusing to rest in the Crimean or Krasnodar resorts.
