Hotel Lambert Medical Spa – a big disappointment despite a few strong points.
My wife and I spent 5 nights at the hotel. The stay cost over 4000 PLN, so we expected not only good conditions but also professional service and transparent rules.
Pros: very good and varied food, cleanliness, and professional and nice housekeeping staff. These elements deserve praise.
Unfortunately, the rest of the experience left a bitter aftertaste.
❌ Parking: 65 PLN per night, which is an additional 325 PLN. I only found out about the price upon arrival, even though the availability of parking was one of the reasons we chose the hotel. The hotel itself later admitted that it cannot prove that the price was presented to me in Revolut Stays before booking.
❌ SPA and pool: the offer stated availability hours until 10:00 PM, but on-site, the hours were until 9:00 PM. The hotel confirmed this discrepancy in writing.
❌ Bar: Mojito on the menu for 30 PLN, on the bill 34 PLN. Additionally, a fee for non-issued packaging was charged, and 48 PLN was charged for a drink based on Kahlúa without prior information about the total price. I waited an exceptionally long time for the second drink.
After repeated correspondence, the hotel finally acknowledged the gastronomic irregularities and declared a refund of 54 PLN. It also had to correct previous, unsubstantiated findings regarding how my order was placed.
❌ Standard room: view of a nearby building wall. I understand that a specific view was not guaranteed, however, at this price point, it was a considerable disappointment.
What disappointed me most was the approach to complaints. Only successive letters and submitted documents led to the acknowledgement of some errors and the correction of earlier positions.
The hotel has potential, great cuisine, and very good housekeeping. It is a pity that problems with price information, organization of services, and complaint handling ruined our overall impression of the stay.
Will we return? With this approach to the customer – probably not.
