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

Terrible experience. Starting with breakfast and dinner where the Restaurant was completely full of families and screaming children. But the worst is the management..... We pay for our stay from Tuesday to Saturday, unfortunately my daughter fell ill with a long-lasting fever on Thursday evening. My husband went to the front desk and tried to explain that we had to go to the doctor on Friday morning and we couldn't stay until Saturday. The receptionist told him to come back on Friday morning and talk to the hotel manager! So there was no one responsible to talk to.. Finally on Friday morning the "Customer Experience Manager" told my husband that they might give us a "voucher" but we needed to send them a doctor's note that my daughter was sick!!!!! WHAT???????? I'm not kidding.. this is the worst experience we have ever had and honestly we have been to many hotels with our kids..

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.

Platinum Mountain to duże rozczarowanie. Miejsce masowe, nastawione wyłącznie na zysk. Jakość wysoce nieadekwatna do ceny i nic poza cenami nic nie jest tu na 5-gwiazdkowym poziomie. W całym obiekcie tłumy i hałas. Basen bardzo przepełniony, ponieważ oprócz gości hotelowych, korzysta z niego mnóstwo ludzi z przynależnych apartamentowców. Restauracja wygląda jak szkolna stołówka, jedzenie przeciętne, a obsługa obojętna. Lokalizacje też średnia. Widok z balkonów tylko na inne budynki. Zdecydowanie nie polecam jeśli szukasz odpoczynku i luksusu.

Well, we haven't experienced this in a long time. An attempt at a five-star hotel with barely three-star service. If you order a welcome drink when booking, you have to request it twice and it will not be brought to you until the next day. Non-functioning lockers in the pool. When checking out, which they want for everyone at the same time, you are like standing in line at the cash register in the local Biedronka. Really undignified.