Me and my husband had booked Royal Square Hotel in Riga for our final nights stay in Latvia before going back home. We had a very bad and quite shocking experience. When looking for hotels, we wanted a place to stay in the old city, close to the restaurants and sight-seeing points.
When our taxi arrived at the hotel door, a bellboy came out, and after I greeted him in Latvian, he addressed me, in what I found a strange and very informal way - “Epā. Runā Latviski?” (Oh. You speak Latvian?) I answered to him:“Yes, I do!”
When arrived in reception, I approached concierge (called Timur) saying that I would like to make a check-in. Without greeting, his answer was “Russian or English!” At this point I got slightly confused, but was immediately interrupted by a bellboy who was there, leaning against reception desk, telling me in an informal way to not insist on speaking Latvian, but just speak Russian or English instead.
We finished our check-in in English. Filled the check-in forms and proceeded to our room. After we dropped our luggage in the room, we went again to the reception. We asked to speak with a hotel director or a manager to alert about the situation, that we felt uncomfortable with the way we were received. Person in reception (Timur) told us there was no-one we could talk to and that hotel manager only works till 16:00. “Come back tomorrow,” he said visibly annoyed.
We insisted that we wanted to talk with someone in charge, but again there was no-one. After asking several times, we decided to make a complaint asked a complaint book, to what Timur replied that they don't have such book and then simply denied give it to us. He called someone and passed phone to my husband. Person on the phone claimed to be some sort of hotel authority ( didn't identify himself) and said he is outside city, very far away.
We were socked and worried about this situation, so we decided to go to nearby Tourist information centre. There we where given Tourist Police and Hotel and Restaurant association phone numbers. We were also told that Tourist Police might not be very responsive, since there was no criminal action in refusing complaints book. We were worried that hotel might make some claims agains us for damages, since there was no complain book, no-one in charge and they had our credit card and passport data.
My husband called the Tourist Police. We were asked to stay at the hotel door and wait for police to help us. We waited around 45 minutes. A man from hotel came out for several times, staring at us, probably trying to intimidate, and then went back in to talk with the receptionist. The police was not showing up, so we decided to go collect our luggage.
When entering elevator, I was approached by a man shouting my direction in a barely understandable Latvian: ”You want to speak Latvian!” He didn't greet or say that he is from hotel staff, just shouted. It made me feel really uncomfortable. We took our luggage and went back to lobby to ask for a receipt. With a grin we were asked if we had any problem that we were leaving.
We went out and stayed at the hotel entrance, waiting for the Tourist Police that haven’t shown up yet. We now noticed receptionist Timur, bellboy and man at the lobby talking and looking our way (one who approached me earlier). After a while an other man appeared in the reception, pointing our way and talking with the rest of the group. My husband called the Tourists Police again, to know if they were arriving, since at this point we felt really uncomfortable and intimidated.
While my husband was on a phone with a police, the two men came out surrounding me. One of them introduced himself as hotel director (not saying his name) and asked :”What is the problem?” I said that his employees were impolite, unprofessional and refused to give complain book, to what he said that the book was in the reception the whole time. This was not true. At the time of check-out, I noticed a guest book they had brought in (one looked like the ones where you would write a thank you note for a pleasant stay, not an official complaint book), but I didn't feel like arguing. At this moment, haven't found any help from Tourist Police, we decided to move away.
As a resume - stay away from this hotel, there is nothing 5 star about it. Room was average, a bit worn out. Not up to 5 star standard in any Europe's capital. Service, however, is miserable. To intimate customers seems a common practice. It's not worth the trouble. There are many other good hotels to stay in Riga. I am traveling a lot all around the world and for the first time I encounter this kind of behaviour. The location is good, but the familiar and intimidating attitude from the staff made it the worst hotel stay ever - congratulations!
- Official Description (provided by the hotel):
- Charming five star Royal Square Hotel & Suites is situated in the main street of the Old Town of Riga with the convenience of an international airport just 15 km away. Is ideally located for those who want to relax, explore or do business.Facilities and services meet the needs of today’s traveler - the rooms are spacious and bright, fully furnished in European style with a private sauna and natural fireplace in suites.The fine dining restaurant Desiderata, where you can taste gourmet menu, will be at your service. The Royal Square Hotel & Suites your home in Riga with comfort in heart of Riga. ... more less
- Reservation Options:
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- Also Known As:
- Royal Square Hotel And Suites
- Royal Square Hotel Riga