DoubleTree by Hilton Almaty

We had the pleasure of speaking with Alina, who handles customer relations, for some recommendations on what to do in Almaty. She went above and beyond to help us, kindly taking time out of her day to provide detailed maps and insightful information about the city. Her English was excellent, and the biscuits she offered were a lovely touch. Alina is a fantastic example of the warmth and hospitality of the people of Kazakhstan.

As usual, another opportunity presented itself at my doorstep to accompany a group to the picturesque city of Almaty. We stayed at the esteemed Double Tree by Hilton. The property was of immense and remarkable quality. The sole drawback is that if you are travelling from the airport to the hotel via a 45-seater coach, you will have to tag your luggage a considerable distance. However, those fortunate individuals who utilize a taxi or smaller vehicle will find it effortless as you will be dropped directly at the hotel entrance. The fault does not lie with the hotels, but rather with the narrower road conditions leading to the hotel. The property boasts a stellar staff throughout, which makes it difficult to find fault or have any reason for complaint. There are sufficient elevators to transport you to your room. When there are two bus loads of guests, then there is a brief wait. This is understandable and manageable. The rooms are well-lit, spacious, comfortable, and elegant without being ostentatious. The bathroom is well-equipped with basic amenities, including adequate towels. Similarly, the rooms are equipped with customary cutlery, tea, and coffee sachets, which are readily available and are replenished daily. The breakfast is located on the second floor, and the only drawback was that it seemed somewhat limited due to the two groups eating at the same time. Despite the presence of another Indian group, we were accommodated there at the same time. I must commend the excellent management by the staff in managing the crowd. The spread was not substantial, and Indian groups would undoubtedly find it not suitable to their preferences. There was more for the meat eaters than for those who prefer vegetarian alternatives. I am not implying that what was served was necessarily inferior, as I belonged to the former category and had no issues with the taste. There was another dining option, which I presume is for lunch and dinner on the eighth floor, which was exceptionally spacious with a bar and dining options. Additionally, it had a balcony where one could enjoy the cool weather and the night view of Almaty, which was quite spectacular. The service was efficient, and the staff was courteous and cordial. The layout was meticulously planned, the seating was comfortable, and the decor was remarkable. Overall, our experience here was quite pleasant, and the level of warmth from the staff towards our guests was exceptionally high. I would highly recommend this property and would be delighted to return, not just due to its aesthetic appeal but also due to the level of hospitality and courtesy offered by the staff at Double Tree by Hilton Warm regards, Alan Woods

Unfortunately, the staff training leaves much to be desired. The morning before I was leaving I asked to extend my room and wasn’t able to as the hotel was fully booked (which is obviously fine and not their fault) but I asked if it would be possible for me to use the gym of the hotel in the afternoon as my flight was late at night - the lady said “of course not problem” - so instead of going in the morning I thought I’d do that in the afternoon. Yet, when I returned later that day I was told I cannot use the gym. This is such a simple request and costs the hotel zero money - all I would do is use their empty gym for 45 mins. Despite speaking to 3 employees and a manger (30 mins!) I was told that it was a hard NO. Crazy, never seen such stubbornness towards a guest on such a simple request.