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Reviewed July 8, 2018 via mobile

I am visiting this hotel with my son for the World Cup. We are here for 5 nights and think the hotel is good value for money based on other hotels we have visited during our World Cup stay. The rooms are large and the whole place is spotlessly clean. Although the service is a little slow in the bar area the staff are extremely helpful and do all they can to please albeit some struggle with English. I cannot really fault the hotel with gym and pool really nice. All in all a great stay here and a good choice as close to the river embankment.

Stayed: July 2018, travelled with friends
Thank Charliejbrentwood
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nadezhda S, Менеджер по связям с общественностью at Lotte Hotel Samara, responded to this reviewResponded July 10, 2018

Dear Mr.Charliejbrentwood,
Thank you for the detailed feedback on your stay at Lotte Hotel Samara!
We are very glad to receive your kind words regarding our facilities and staff. It is always great pleasure to read such good reviews! I will share your comments with my colleagues and I am absolutely sure they will be very much appreciated.

Thank you for choosing the Lotte Hotel Samara for your stay in Samara during the World Cup 2018 and we truly hope to see you again!

Kind regards,
Ekaterina Latypova
Guest Relations Supervisor
ELatypova@lottehotel.ru

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Reviewed July 8, 2018 via mobile

This brand new hotel is nice, but parts still under construction. Breakfast was ok with sparkling wine as a nice addition. The lobby restaurant was not ready to handle a crowd and the food was not up to par. Rooms are big and nice. Beds very comfortable.

Stayed: July 2018, travelled with friends
1  Thank StefaninDubai
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nadezhda S, Guest Relations Manager at Lotte Hotel Samara, responded to this reviewResponded July 10, 2018

Dear Mr. StefaninDubai,
Thank you very much for taking the time and share your experience at Lotte Hotel Samara!
As you mentioned, we are the brand new hotel in the city and your review is very important to us. Our team continuously strive for excellence to make a stay of each our guest comfortable and memorable. And your words are the best reward to us! I would also like to thank you for your remark about the lobby lounge, please be rest assured that we are taking the appropriate measures to address this issue and prevent it`s future occurrence.
We will be very glad to see you again in Samara and in our hotel!

Kind regards,
Ekaterina Latypova
Guest Relations Supervisor
ELatypova@lottehotel.ru


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Reviewed June 20, 2018 via mobile

Very slow! Very very very slow! By first look - the hotel looks nice, top, and professional. But! Service is slow, as in really slow. Ordered a beer for dinner. Took them twenty minutes to serve it. Order one more. Another twenty minutes. And we where the only ones in the restaurant!

Half the menu was not available and the day after the menu was off in the restaurant. Only buffet! What?? On a four star hotel? Buffet only?

Ordered red vine. Had to get up and open the bottle my self. They had no idea what they where doing with that bottle. When the check arrived - it’s was 20.000 rubles more than what we had. Long discussion - before they agreed to reopen the bill. And do it again. Unbelievable!

Staff is friendly - but I’m sorry to say, they have no idea of what to do. Or when to do it. Security is a pain - very KGB alike. Not a pleasant experience.

The hotel looks professional and high end. It’s not! It’s very “1980” regarding service, know how and ability to adjust and perform at this level of hotels.

Stayed: June 2018, travelled on business
3  Thank clausfrederiksen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nadezhda S, Guest Relations Agent at Lotte Hotel Samara, responded to this reviewResponded July 19, 2018

Dear Mr. Frederiksen,

First of all, please let me bring my sincere apologies for all of your concerns during the stay in our hotel.
I appreciate your detailed comments shared with us as they can assist out team in improving the service and becoming better.
As the period of your stay was the same as the FIFA World Cup 2018™ in Samara, my colleagues from the restaurant service were probably overloaded by the orders from Room Service and this fact could lead to your order delay. In any way, here, in Lotte Hotel Samara we constantly strive for excellence and put all our efforts to improve the service. Nowadays, all menu items of our restaurant are available and you are welcome to enjoy a wide variety of the European cuisine assortment.
As to safety issue, we pay special attention to security of our guests. The Security Service tries its utmost to provide our guests with comfort and feeling of protection during all period of stay in the hotel. Extra control and check were applied in all hotels as a measure taken on a federal level during the Championship, in this connection we could not escape it. I am very sorry about your comparison with Russian KGB, we will take your comment into high consideration.

I hope that you will give us a chance to demonstrate all the improvements in service and will visit Lotte Hotel Samara again for much better experience.
Thank you for your comment!

Best regards,
Kristina Arutyunyan
Guest Relations Agent

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Reviewed today via mobile
Google Translation

Stayed: November 2018, travelled as a couple
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 days ago
Google Translation

  • Stayed: November 2018, travelled on business
    • Sleep Quality
    • Cleanliness
    • Service
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Maps821424, Менеджер по работе с гостями at Lotte Hotel Samara, responded to this reviewResponded yesterday
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