Hotel Grand Palace in Tbilisi

The hotel is outdated and location is far. I had very bad experience with my friends and have written to the hotel manager. Dear Hotel Manager I am writing to formally raise a complaint regarding my recent booking (booking reference: 6327259221) with your hotel, (wed 29th Oct to 3rd Nov 2025) arising from misrepresentation by your staff and the subsequent financial loss and distress this has caused. I was explicitly advised by your staff (name is Zura) that, should I cancel my booking, I would receive a full refund of the amount paid. Relying on this clear assurance, I proceeded to cancel the booking within the correct timeframe, evidence available on my bookings.com profile. This determined my decision to cancel. However, the promised refund was not honoured, leaving us out of pocket due to information that was inaccurate and misleading. Secondly, this situation has caused significant distress and anxiety to me and my friends. Being reassured that a refund would be issued, only to later discover this was not the case, has been extremely upsetting and has caused unnecessary stress and worry. Please I request this warrants serious attention and I expect a prompt resolution. Should this matter not be resolved satisfactory, I will consider escalating the complaint further, including through relevant consumer protection bodies European Consumer Centre and Competition and Markets Authority. I trust that this matter will now be addressed promptly and fairly. best wishes Ghadeer g.muqbill@outlook.com

No room was available despite paying in advance. I was driven to a different hotel, and then to a third hotel. No one spoke English. The hotel where I stayed did not have lighting or towels, so I took a shower by flashlight and dried myself in the open air by the window. What can I say? It is Georgia and apparently this is not an unusual occurrence.

Torn towel, decaying furniture, arrogant manager, far from city centre not recommended for families. The hotel ambience seems to be exaggerated. Reception staffs are not receptive. The doors seems fragile. No sound proof. You can hear other room guest night gossip. Not recommended at all.