Stay Kook Suites

My stay at the Stay Kook Suites was an absolute delight! Last week my partner and I traveled to Jerusalem at the end of our two week vacation, and were pleasantly surprised by how accommodating the hotel was. Our flight arrived a little after midnight, and when we finally made it to the hotel the room key and other pertinent information was available and waiting for us. The room itself was very nice, clean and spacious, and we had no issues with the WiFi. We were also provided with a daily breakfast that included fresh juice. The hotel was also very flexible in assisting us with securing a last minute additional night’s stay due to some changes in our flight arrangements, and also set up our shuttle to get back to the airport. Overall our stay was amazing, and I would definitely recommend to others and stay there again if I’m ever back in Jerusalem :)

Although the hotel is good looking, the service is terrible. During our stay, it was raining and the weather was cold and the air condition wasn't working to heat up the room. We reported the issue from the first night and since they were unable to fix it the same day and there was no other empty room, they told us that tomorrow either someone will come and fix it, or they will change us room and make also a refund as an action of good will. No one communicated the next day, and we had to report again the issue during the evening. Once again nothing changed. Overall, we reported and asked for a solution 4-5 times, concerning the heating, no one ever got back to us. They simply don't care about the customer experience. Additionally, we came for check in 1 hour after the time the room should have been ready and of course, when we came the room was still dirty from the previous clients. They cleaned it up fast and the floor was still dirty. Last but not least, a very important issue is the fact that the rooms close to the reception are too noisy due to the people that come in and out of the hotel. There is no noise cancellation at all. And of course, there were people left outside who had to check in in the middle of the night, but no one from the reception was there, and they were yelling which, as a result, was an obstacle for us to sleep. Wouldn't recommend this hotel at all, and I am not used to reporting in public my disappointment with services and businesses, but this one was really bad, if someone takes also into consideration that it is not a cheap hotel, and they never even contacted us back to apologise for not doing anything concerning our requests.

By the time we booked on Agoda, we are attracted by their suite and the convenience location to the old city. Hence, we booked for in total 9 nights. Indeed, the location is wonderful for tourists to go to the old city. However, the room is not in a good condition as the picture on web, likely the floor have big scratches, door handle is hanging and tv is too small. However, the biggest issue is that the air-conditioner is not functioning properly, which keep turning off on its own. Their reception is operating by one people from 9:30-5:00pm, meaning that after 5pm you will not have any supports. In results, we sleep for 1 night without the air-conditioner, this unpleasant experience will determine we will not come back for the second time.