Platinum Mountain Hotel&Spa

We stayed in the hotel for 2 nights (06-08) and booked 3 rooms, which was enough to know we will never come back to this place. it was a shocking, horrible, nightmare experience... The hotel surrounding is lovely, rooms are very nice and cozy , wellness area is huge and pleasant, but all got overshadowed by the terrible , unprofessional service provided especially at the reception. Check in: We arrived at approx 2:30pm after long drive to the hotel. When we Went to the reception and I started explaining that we have a reservation the response With NO “good afternoon”, or “how was your trip”, or even " welcome in our resort, how can I help?" was straight forward saying: system is down and check in is from 4pm and you HAVE to come back this time. Didn’t even offer: would you like to wait in our Lobby Bar and have a glass of wine or hot tea or something to eat. So we asked if we can leave at least the car somewhere, have a meal in their restauran. The answer was " you can leave your car at the car park", without explaining how to ger there and how to pass the gate system ( we have got this information when the other receptionist steps in into the conversation and explained how to ger there and where to find the restaurant). After lunch wewent back to the reception for check in and spoke to the same rude girl which kept her snappy attitude . Didn’t explain where the rooms are, how to get there, no: “ have a pleasant stay” or “is anything else I can help you with” or not even “ have a good evening “. Just brushed off. When I asked if one of the rooms is with two separate beds ( as I requested with the booking) the answer was: “ I don’t have this information in the system, if there is no 2 separate beds contact the reception “.To top all the horror show at reception, she gave us the wrong car park sticker which moved us to another shocking experience at the carpark next day when my father in law has been attacked by the member of car park staff saying that he has no right to park in the garage. To be fair, when we reported this incident to another receptionist, the problem has been resolved straight away with an apology and car park feerefund "Yes, it was our mistak, so sorry for that ". This was the only one, professional, helpful and friendly service provided by one of the girls at the reception. Restaurant: We went to their main restaurant and one more disappointment there. Food is nice, but service is shockingly slow, without any professional service roles, place full of flies around (my mom nearly swallowed one of them, when we flagged this issue to the waiter the answer was I don’t know), when all the main courses has been served excluding my mums dish, when we asked another waitress why missing dish has still not been served the answer was again: don’t know”. Room service: My sister tried to order pizza by the room service after 8pm and has been told by the receptionist in charge that the restaurant is closed now and that room

Everything top we will come again, kids friendly

Nice hotel but not a 5 star experience. Considering the price I paid it’s really hard to forgive. Welness is beautiful so was the room. But the hotel service is really bad. Few examples: No one helps you with the luggage… Some staff barely speak English… Official hotel app - nice but only in Polish language and the staff is not responding to any queries from the app. Room service is not working - i tried to call but the room service number was turned off, therefore I tried to reach the reception but no one answered the phone. At last I tried to use the official hotel application but no luck either so we ended up with no room service. I had to get up and go personally to the lobby bar to get my order. Bartender looked like I am bothering him…This is unacceptable. Last but not least I paid the hotel receipt in the app and to my big surprise I was asked during the check out to pay whole bill again. I had to specifically show that I paid already in the app. Your staff doesn’t work with the official app? To sum it up. By Friday afternoon hotel became overcrowded and there was a lines everywhere. Dinner experience was really bad because we had to eat at provisional dinning area made from the conference room. So was the case in the Saturday morning. I understand that you are trying to serve all the clients. But we had trouble walking through the crowd to get some food - not a 5 star experience at all. There were many people from the apartments - much cheaper accommodation than in the main building but with full access to all services. - this is so wrong because hotel facilities are not prepared for so many people. In my opinion you should build another dining area for these people so it’s not overcrowded and maybe also limit the time they can use wellness facilities, if you don’t do something about it, it just ruins the experience to people who are paying for the 5*. We enjoyed our stay mainly because the hotel is suitable for the families with small children. We loved the wellness and our room but there were many issues which we wouldn’t expect in this category.

Very disappointing. We had to queue for everything. From checking to breakfast and dinner. Advertised as a 5 star hotel, but it does not provide acceptable service. Staff speaks little english. The miniclub is not very nice and it is often overcrowded. The pool is nice.

Arrived on Sunday - room was meant to be ready for 4 pm, however reception was very busy / room was not really until 5:30 pm. Room itself was nice and clean, we have one room with sofa / tv and separate bedroom space with sliding doors. Terrace was really big , so if someone likes sunbathing at the terrace , you will like it. Aircon goes only to the first part of the room so at night was a little warm. Hotel had deals for families ( kids do not pay ) and breakfast was extremely busy!! Kids running around everywhere, just a suggestion - would be nice to separate adults guests from families with small kids as you do have the space. Breakfast was very nice and big variety. We didn’t opt for dinner as it was expensive for a Buffett and you can eat very nice outside of the hotel. Outdoor swimming is really small and geared towards smaller kids. Inside two pools ( small kids and all other guests ) , it was ok.