Good morning,
Before I go into the overall experience of our stay at Platinum Mountain Hotel & SPA worth almost PLN 3500 per weekend _ _check in 2:00 PM Friday and check out 11:00 PM Sunday. I'd like to state that I personally worked in the 5-star Pennyhill Park Hotel & SPA in England on the position of Operation manager for 2.5 years and I'm therefore familiar with the internal procedures of a 5-star hotel and what should be emphasized overall – (cleanliness, service, ... ... and many other important aspects connected with the management of a prestigious hotel)
And here again visiting Platinum Mountain hotel & SPA - 5 star hotel should have been a pleasure for me and my family.
We made a reservation around mid-September to make sure that along with Santa's offer, we would choose the right accommodation for our family, where we also specifically asked for a room with a nice view. (however, I don't think that this request was given due emphasis when they accommodated us on the second floor of the hotel, but there are possibilities to be on the third floor as well - quite something to think about) - see printscreen of the request
The day of departure was 06.12.2024, we went with a positive attitude and very excited. When we arrived at the hotel after spending almost 5 hours in the car, the black-haired lady at the reception didn't greet us at all, she seemed very cold - without a smile - she quickly pointed out where we could find on the printed paper with individual hotel locations. And when I put her on hold, that it was very fast, she had to show me once more exactly where we were supposed to go... (she had an almost affected expression and repeated) I note that there was only me and my partner at the reception, it wasn't busy at all. In addition, it was even worse to find out that on Sunday, when checking out from the hotel, the same lady was laughing and having a great time with the Polish guests and did not spare the smiles from ear to ear - how sadly surprising.
Upon arrival at the hotel room, we discovered that it had certain shortcomings. However, I did not want to spoil our family stay in the hotel by complaining about the shortcomings at the time. However I know from my own experience, they CANNOT be at such a prestigious hotel with 5 stars!! (dirt in the profiles near the bathroom corner, the sealing rubber of the showerdoor profile coming off - preventing water from penetrating to the floor - unfortunately it was on the floor, the iron cover of the handle was loose, which almost hurt our little daughter - 1.6 months and you have a mini bar menu in your room (see photo), but you have to call the reception,where they hardly answer your phone, but otherwise the mini bar in a 5-star hotel is empty!!) see photo..
Since we arrived at the room at 2:45 p.m. and we knew that, based on the children's program, we had very limited time to try and enjoy everything in the hotel (mainly EVERYTHING we did was for our KIDS), we knew that we would not even unpack and go straight to hotel pool. What an unpleasant discovery was that for a massive 120 kg guy, only a bathrobe in the size S/M max M was available in the room. I called the reception urgently, where at that time it had to be called several times before it was answered. I called around 3:10 p.m. and was promised that they would bring us a bathrobe of the required size within 5-10 minutes. After 25-30 minutes and repeated futile calls to the reception, a women brought a bathrobe in size L despite the fact that size XL was requested - with words there is no other size! SERIOUSLY??!! This is not 5x star service even not close!! (I swallowed it and stuffed myself into a bathrobe and came out like a sausage in a gut and we quickly left for the pool at 3:50 p.m., with the fact that I originally wanted to leave the pool around 4:00 p.m. and prepare for the program that started at 5:00 p.m. in the mini club so that we would have space to have dinner in peace (dinner starts at 4:00 p.m. 7 p.m.)
We really liked the hotel program for Santa and we had high hopes for it (we have three children aged 11, 8, 1,6).
How unpleasant it was to find out that at 5:20 p.m. after arriving at the mini club, you couldn't even move there - one lady was doing face painting (for about 80+ children) and the other was trying to entertain the few chosen children who could get close to her . And that's why we decided at 5:40 p.m to leave this failed show and give dinners a chance) Here I'd like to highlight the fact that there was enough food and even within the limits of the possibilities and the influx of guests they tried to supplement it, but this does not apply to the fact that they were able to clean tables, so that the guest does not have to put dirty plates on the table next to him.
We also had a performance by Nicholas and the Grinch in the package - the performance was planned from 11 a.m. to 1 p.m. It started at 11:15 a.m. and ended at 12 p.m. with total chaos when giving the gifts to the children... On the contrary, our children enjoyed drawing on the glass, even though there was again time pressure for the next group of children after us.
Breakfast is [should be] the basis of every hotel and the start of the day. (both breakfast days we were placed in a larger breakfast hall), but the hotel also has a main hall where the kitchen is directly located) I won't question the rich selection of food, it was fine.
But after all, if I know that they prepare fresh egg omelettes in the main hall and not in the other one, where we were both days placed. The hotel should therefore have a similar or different option for the guests in the other breakfast room as well.
On the first day, again, no one regularly cleaned the same plates from our table (see photo - in the photo it is already the end of breakfast, without going to get new plates - we had to use the already dirty ones !!)
Fortunately, on Sunday at breakfast, the staff were more responsive and really did the right 5 star service as possible.
If I evaluate the stay as a whole, I can't say that it was catastrophic, but it certainly did not meet the 5-star standard and certainly NOT the amount for a weekend stay of 3500PLN. (and I can't forget to mention the bitter realization that you are a hotel guest and pay 40 PLN per day for outdoor parking at the hotel, while everywhere else in the nearby area the parking fee is a maximum of 25 PLN per day)
We are quite an active family and I have already visited a lot of places and we like to come back and recommend places to our friends who, based on our public posts - edited without these comments, were already interested in where the place is, etc., during their stay.
Unfortunately, the staff as a whole was unwelcoming to us and gave the impression that we were another batch of people that they had to put up with their bitterness, and therefore they passed this unpleasant feeling on to their guests, thanks to whom they can, among other things, do their work.
As mentioned above, we returned to this hotel after an initial very pleasant experience, unfortunately that was 5 years ago and despite the fact that the hotel has potential and one would like to return, for example with friends, we will most likely not do this again (we'll see how will the hotel react to this statement of ours)
However, at this time we cannot recommend the hotel to anyone to visit.
It's just inappropriate that a person has to sit down at the computer and spend time writing such a negative review, but hopefully the hotel staff will understand that this is to point out what they can do better at and what to eventually focus on.
The hotel doesn't even have a guest relations manager, and you won't find me on their website to contact someone who would possibly resolve the whole situation with you when you were dissatisfied with your stay.
Good morning,
Before I go into the overall experience of our stay at Platinum Mountain Hotel & SPA worth almost PLN 3500 per weekend _ _check in 2:00 PM Friday and check out 11:00 PM Sunday. I'd like to state that I personally worked in the 5-star Pennyhill Park Hotel & SPA in England on the position of Operation manager for 2.5 years and I'm therefore familiar with the internal procedures of a 5-star hotel and what should be emphasized overall – (cleanliness, service, ... ... and many other important aspects connected with the management of a prestigious hotel)
And here again visiting Platinum Mountain hotel & SPA - 5 star hotel should have been a pleasure for me and my family.
We made a reservation around mid-September to make sure that along with Santa's offer, we would choose the right accommodation for our family, where we also specifically asked for a room with a nice view. (however, I don't think that this request was given due emphasis when they accommodated us on the second floor of the hotel, but there are possibilities to be on the third floor as well - quite something to think about) - see printscreen of the request
The day of departure was 06.12.2024, we went with a positive attitude and very excited. When we arrived at the hotel after spending almost 5 hours in the car, the black-haired lady at the reception didn't greet us at all, she seemed very cold - without a smile - she quickly pointed out where we could find on the printed paper with individual hotel locations. And when I put her on hold, that it was very fast, she had to show me once more exactly where we were supposed to go... (she had an almost affected expression and repeated) I note that there was only me and my partner at the reception, it wasn't busy at all. In addition, it was even worse to find out that on Sunday, when checking out from the hotel, the same lady was laughing and having a great time with the Polish guests and did not spare the smiles from ear to ear - how sadly surprising.
Upon arrival at the hotel room, we discovered that it had certain shortcomings. However, I did not want to spoil our family stay in the hotel by complaining about the shortcomings at the time. However I know from my own experience, they CANNOT be at such a prestigious hotel with 5 stars!! (dirt in the profiles near the bathroom corner, the sealing rubber of the showerdoor profile coming off - preventing water from penetrating to the floor - unfortunately it was on the floor, the iron cover of the handle was loose, which almost hurt our little daughter - 1.6 months and you have a mini bar menu in your room (see photo), but you have to call the reception,where they hardly answer your phone, but otherwise the mini bar in a 5-star hotel is empty!!) see photo..
Since we arrived at the room at 2:45 p.m. and we knew that, based on the children's program, we had very limited time to try and enjoy everything in the hotel (mainly EVERYTHING we did was for our KIDS), we knew that we would not even unpack and go straight to hotel pool. What an unpleasant discovery was that for a massive 120 kg guy, only a bathrobe in the size S/M max M was available in the room. I called the reception urgently, where at that time it had to be called several times before it was answered. I called around 3:10 p.m. and was promised that they would bring us a bathrobe of the required size within 5-10 minutes. After 25-30 minutes and repeated futile calls to the reception, a women brought a bathrobe in size L despite the fact that size XL was requested - with words there is no other size! SERIOUSLY??!! This is not 5x star service even not close!! (I swallowed it and stuffed myself into a bathrobe and came out like a sausage in a gut and we quickly left for the pool at 3:50 p.m., with the fact that I originally wanted to leave the pool around 4:00 p.m. and prepare for the program that started at 5:00 p.m. in the mini club so that we would have space to have dinner in peace (dinner starts at 4:00 p.m. 7 p.m.)
We really liked the hotel program for Santa and we had high hopes for it (we have three children aged 11, 8, 1,6).
How unpleasant it was to find out that at 5:20 p.m. after arriving at the mini club, you couldn't even move there - one lady was doing face painting (for about 80+ children) and the other was trying to entertain the few chosen children who could get close to her . And that's why we decided at 5:40 p.m to leave this failed show and give dinners a chance) Here I'd like to highlight the fact that there was enough food and even within the limits of the possibilities and the influx of guests they tried to supplement it, but this does not apply to the fact that they were able to clean tables, so that the guest does not have to put dirty plates on the table next to him.
We also had a performance by Nicholas and the Grinch in the package - the performance was planned from 11 a.m. to 1 p.m. It started at 11:15 a.m. and ended at 12 p.m. with total chaos when giving the gifts to the children... On the contrary, our children enjoyed drawing on the glass, even though there was again time pressure for the next group of children after us.
Breakfast is [should be] the basis of every hotel and the start of the day. (both breakfast days we were placed in a larger breakfast hall), but the hotel also has a main hall where the kitchen is directly located) I won't question the rich selection of food, it was fine.
But after all, if I know that they prepare fresh egg omelettes in the main hall and not in the other one, where we were both days placed. Hotel therefore should have a similar or different option for the guests in the other breakfast room as well.
On the first day, again, no one regularly cleaned the same plates from our table (see photo - in the photo it is already the end of breakfast, without going to get new plates - we had to use the already dirty ones !!)
Fortunately, on Sunday at breakfast, the staff were more responsive and really did the right 5 star service as possible.
If I evaluate the stay as a whole, I can't say that it was catastrophic, but it certainly did not meet the 5-star standard and certainly NOT the amount for a weekend stay of 3500PLN. (and I can't forget to mention the bitter realization that you are a hotel guest and pay 40 PLN per day for outdoor parking at the hotel, while everywhere else in the nearby area the parking fee is a maximum of 25 PLN per day)
We are quite an active family and I have already visited a lot of places and we like to come back and recommend places to our friends who, based on our public posts - edited without these comments, were already interested in where the place is, etc., during their stay.
Unfortunately, the staff as a whole was unwelcoming to us and gave the impression that we were another batch of people that they had to put up with their bitterness, and therefore they passed this unpleasant feeling on to their guests, thanks to whom they can, among other things, do their work.
As mentioned above, we returned to this hotel after an initial very pleasant experience, unfortunately that was 5 years ago and despite the fact that the hotel has potential and one would like to return, for example with friends, we will most likely not do this again (we'll see how will the hotel react to this statement of ours)
However, at this time we cannot recommend the hotel to anyone to visit.
It's just inappropriate that a person has to sit down at the computer and spend time writing such a negative review, but hopefully the hotel staff will understand that this is to point out what they can do better at and what to eventually focus on.
The hotel doesn't even have a guest relations manager, and you won't find me on their website to contact someone who would possibly resolve the whole situation with you when you were dissatisfied with your stay.