Hotel Astoria City Center

The administrator did not confirm my booking in the evening, saying they could not see it and that the room was not available, even though all the information had been provided. They offered me a different room instead. At 10 PM on December 31st, with a child, I naturally agreed to pay again and wrote about the issue to Agoda. The room was horrible, dirty, with holes in the bathroom walls and mold. In the morning, another administrator found my booking and refunded the payment for the additional room, claiming that I had stayed in the same room I initially booked. However, the description and photos of the rooms differ significantly. Agoda did not support my complaint. This is terrible treatment of customers, both by the hotel and Agoda, as my rights are not being protected.

We stayed there for 5 days but only had hot water for 3. For the first 2 days we had to take ice cold showers, they did not have hot water. We complained to the staff about it, but it took them one whole day to fix this. Also, the room was very cold. Nevertheless, the beds were quite comfortable.

Let's start with the positives: the hotel is located very close to the city center (walking distance), it offers suites, and it has breakfast included. The suite (2 rooms sharing a hallway and the bathroom) appeared dingy and unkempt. The floor, the bedspread and the chairs were stained and dirty looking. The furniture was old and appeared to be falling apart- one of the beds, the chairs, the refrigerator platform in one of the rooms. The mattress was very lumpy and uncomfortable; the pillow shared those...qualities. The towels were frayed and looked old and unclean. The room smelled of chemicals (it triggered my allergies), but I wasn't clear if they were cleaning products or bug spray. I can't say that the front desk staff was helpful in any way. I had asked for an iron that never arrived. I also pointed out that the rooms appeared neglected and poorly maintained and I received a shoulder shrug in response. Breakfast was very basic: eggs, some cereal, cold cuts, cheese and fruits. The fruits looked past their prime since the bananas were brown and the apples looked ... old and wrinkly. The overall appearance of the hotel and the quality of the service are a reflection of poor management and lack of interest in catering to the customers.