Monograph Freedom Square Hotel in Tbilisi

The receptionist were extremely rude and unprofessional. They were ****** and not helpful at all. I mostly stay at 5 star hotels and i have never faced or dealt with such unprofessional staff so far. No efforts made to make the stay special when i told them we have 2 people celebrating birthdays and i was even happy to pay for any arrangements. They didn’t check with their managers and directly said it’s not what they do and if i was unhappy i can complain about it. The hand gestures and eyes rolling made me very angry. Upon using the laundry bags they made a big issue as if they are just kept there for show and not for the customers to use. There is always a way to talk especially in the hospitality industry, these people are very far from hospitality. They should be trained first on how to talk to a human. Terrible service. We were not offered to any help with the luggage despite of having kids with us. After 20 mins they ask if we really need any help with the bags? Would never recommend this place to anyone. They made us feel as if they were doing a favor on us by letting us stay there. We booked suites, large and superior rooms. There was no decency. Please take some action against Cathy.

Definitely the worse hotel I’ve stayed in. Receptionists are rude, make rude faces when asked questions, never greeted me and my friend whenever we left or entered the hotel. They made us feel like they were so hassled by our presence. We arrived early on our check in date, around 6am, and we asked if the room is available. She (the receptionist) immediately said no (in a very condescending tone) and that we should look for another hotel coz check in time is at 3pm and it’s 6am and we should come back later. My friend then had to ask if we can pay for an early check in instead and thats the time the lady checked the system and found that it’s possible (it would have been a revenue loss, just because the staff doesn’t care). When we entered the room, the condition was very poor, walls were dirty and there was a cobweb on the bed’s headboard. This we didn’t mind but after a while, I could smell a very bad odour, like a feet smell all over the room. I have allergies to both good and bad scents so I immediately went to the receptionist. She told me that I would have to wait for the manager at 10am coz there’s nothing that she can do and that maybe the manager will give us an upgrade. Me and my friend spent the entire morning outside of the room that we paid early check in for, to wait for the manager. When we got back, a new receptionist was there, a guy this time. I asked how long the manager will take, then he said maybe at 11am and he said that his colleague already told me. These people seem to not understand that we are paying them for services, but they make us feel like we need to beg to get assistance. Finally the Front Office Manager came, she was pleasant, explained that the smell is the hotel scent. She tried to show me another room and ultimately the solution was to keep the windows open in our room and that solved the issue at least. The problem was no one apologized for the inconvenience we went through. They mentioned that they couldn’t smell what I was smelling, and I told them that I can, and that we dont even need an upgrade if thats what they’re scared about, they can even downgrade us, we just need a clean smelling room. Anyhow, we just tried to ignore the receptionists to not further spoil our trip. There was one kind receptionist lady in the afternoon. At least she smiled when we approached her, even though she never really greeted us as well. The Housekeeping people were lovely. Very warm and polite, always smiling and talked to us in such a kind way. I wish I had their names, they should be the ones in reception, not the rude ones they’ve placed there. Overall, avoid this place, the Receptionists and the Room Condition will spoil your trip.

The hotel is extremely well designed. Minimalistic and well detailed.
The rooms are aesthetically well designed.
but the bathrooms are cramped. The breakfast was average. not bad.
The most horrible is the management. They are not customer friendly, they hardly even care about guest requests. The pillows are flattened and not comfortable. They don't have a solution for this. They don't have a travel desk or a concierge. They cannot suggest or advice the guests about places to visit, how to travel or any other recommondations to the guests. Basically, they are not bothered. Based on all of these facts, I find the hotel over hyped and over priced. I definitely don't recommend this hotel for a stay.