I stay here several months ago, but the memory of the stay has not faded.
The property is absolutely beautiful. The fact that it is one of Stalin's Seven Sisters also makes staying there pretty noteworthy.
Check-in was pretty good, and the desk staff were good at understanding some special requests I had, which was very helpful, though kind of expected at this level property.
Room service requests were sporadic. Sometimes it was quick and perfect (which it should be, the prices are bracing), and others a bit slow with items missing (like the coffee one morning!)
We ended up getting a room upgrade, at my request, and the room was phenomenal. But the service remained spotty.
The biggest problem was dinner at the rooftop Buono Restaurant. Interestingly the food was delicious. But the two servers were positively surly. The level of communication was very poor, in spite of repeated attempts to "engage" them proved fruitless. Moreover, I confronted the manager about the service. She said, "they are having a tough night". I nearly fell over. Since when did it become my problem that they were having a tough night? Wow! For the prices they charge, I expected something approaching perfection, and they missed by a mile.
The final problem was a bit unusual. In a moment of brainlessness, I forgot my laptop in the room. This was only realized when at the airport, and there was no time to go back and fetch it. Thus I called the hotel to ensure that they'd put it in safe keeping and forward it to me.
Well, I did get my laptop. The initial request from the hotel was for me to arrange the pickup etc. Which frankly seemed bizarre. They are a decent size business with undoubted contacts as well as a contract with DHL (or similar) through Radisson. After much negotiation, they agreed to pack it up (sans battery due to some apparent shipping restriction) and ship it, on my tab. So they sent me a document to sign authorizing payment, and I sent it back.
Then...the box apparently weighted more than they originally thought. So they asked me to complete another form for the difference. That's when I completely lost it. I've left things in other hotels and they've sent them to me gratis. But I was willing to bite the bullet simply because I needed the laptop for some items stored on it. But to put a guest through the paperwork for a few euros after dropping a fair sum in the hotel. That's just silly. In the end, they waived the fee, but it took a major blowup from me to make it happen.
The manager sent me an e-mail, which was appreciated, but rang so hollow. If he'd have offered some sort of compensation, that would have been great. At a certain juncture, an apology is a bit short of the mark.
In the end, corporate provided some goldpoints to be redeemed later. But it all stretched out way too long.
In summary, this property has the potential to be an absolutely mind-blowing experience. The history, the architecture, the quality of the rooms - all unquestionably five stars. But the erratic quality of service prevents the facility from deserving such a rating. Moreover, I really think they had a chance to restore some of my ill will with the laptop. It was a perfect inflection point to turn things around, but they blew it.
I'd love to return, but I'd need some strong indication that things had truly changed.
- Official Description (provided by the hotel):
- A gem among hotels in Russia, the Radisson Royal Hotel, Moscow boasts landmark status in the heart of the capital city. This elegant Moscow hotel was built between 1953 and 1957 as part of Stalin's Seven Sisters project and showcases Soviet Neo-classicism architecture.Gaze over the Moskva River and Moscow skyline from the most breathtaking luxury hotel in town. The newly refurbished 497 guest rooms and 38 serviced apartments offer unrivalled comfort and pay homage to the historic nature of the building while featuring top of the range amenities. The convenient location of Radisson Royal Hotel, Moscow on the Moskva River embankment and a small fleet of river yachts provide a unique opportunity to take excursion and entertainment boat trips right off the doorstep of the Hotel. The custom designed snow white restaurant yachts run regular two hour trips from the hotel along the most picturesque sights of the historical centre of Moscow ... more less
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- Also Known As:
- Radisson Royal Moscow Hotel Moscow