Cort Inn Kazan Kreml Hotel

This property is very central to many Kazan sights and its rooftop terrace has a terrific view of the Kremlin and a number of churches. So the location is perfect. The hotel itself is OK, reception is helpful (would like to thank Administrator Ludmila!), cleaning persons were nice, and wait staff were pleasant. The only real trouble was the bed which was horrible and nowhere near the Marriott standard. This is one big opportunity for improvement.

Very comfortable hotel in a strategic position across the street from Kremlin. Rooms large and well appointed. Good bar (excellent espresso) and good restaurant with local dishes. Staff is really professional, very good communicating skills. They let me park the motorcycle in parking lot reserved for employees (which has a guard and videosurveillance) instead of using nearby public garage.

We stayed at your hotel on November 17-20. I chose your hotel for a holiday trip with my parents, on the occasion of my father's anniversary - he turned 70 years old on November 19. When booking two rooms, I informed the hotel about this anniversary, so that my father on this day would be pleased to receive additional, to all congratulations from family and friends, attention and compliments from the hotel. I was asked about the choice within the compliment from the hotel - champagne or mors, I chose mors, because my father does not drink alcohol. But alas, my father did not receive any compliment on his anniversary. And it's not about the dessert with mors, which perhaps he would not have touched, but about the attention from the hotel and about expectations that do not correspond to reality. It would seem such a trifle on such a non-trivial date! And nothing ... How many good family trips does Dad have ahead of him...? My travels are definitely many times more, and if earlier for me Marriott was an embodiment of quality and customer focus, then today my loyalty is equal to zero kilometers. Having returned to Moscow, I called the hotel on November 21 and informed them about what had happened. They promised to call me back after some negotiations with the general director, but nobody ever called back. Apparently it is considered that this situation does not matter. And for nothing, today big business realizes that the devil is in the details. And today I brought you 60 thousand rubles for the weekend, and I brought you in other hotels of the chain, and I would bring more and my acquaintances and friends would bring more, and it is already a million rubles economy. But today Mariott does not consider such details important, which is quite strange. And the solution here could have been very simple, where the hotel would have called my father and apologized nicely, saying it was sorry and was very much looking forward to visiting to make amends, to any hotel on the chain or otherwise. Just words! About how it was so important for us to congratulate you, but we fell short, but we are ready to make amends. After all, it's that simple! Dear representatives of the hotel, there is a truth known to everyone, and maybe not to everyone, that the most loyal customer is not the one who is well served, but the one before whom you messed up, but apologized coolly!