Lotus Therme Hotel & Spa in Heviz

I’ve never felt the need to write a review before, but my recent stay here was so appalling that I can’t stay silent. If you are considering this hotel — please read this first.

Let’s start with the basics:
This hotel is significantly smaller, older, and more worn-out than it looks on the website. The photos are clearly misleading. The hotel is also located quite far away from the city center.

But the real issue is the service — or rather, the complete lack of it.
Despite marketing itself as a luxury five-star hotel, there is no concierge service. No one is ever at the concierge desk, no one knows where they are, how to reach them, or when they’ll be there — if at all. The front desk staff are only trained for check-ins and outs and can’t help with anything else. So if you're planning to explore the city and expect any form of local support, don’t rely on the hotel — you’ll be on your own.

Now to the worst part of our stay: the behavior of one front desk staff member, Peter B., which was rude, aggressive, and flat-out racist. When I approached him for help, he immediately snapped, "What’s the problem?" — no greeting, no professionalism. Just hostility. Later, another staff member left some documents at the front desk for us and even called our room to inform us. When we went to pick them up, the same aggressive staff member refused to give them to us, even though our room number was clearly marked. When we tried to explain, he began saying Hungarian racial slurs at us — loudly, in front of other guests.

When we confronted him and asked what he said, he denied it — then kept saying the same slurs again. Other customers nearby were clearly uncomfortable and shocked. I still can’t believe this happened in what’s supposed to be a luxury hotel.

The unacceptable experience didn’t stop there. Later that day, when we were walking outside near some trees, man warned us about snakes, which we appreciated. But as we walked away, he shouted at our backs:
“Oh, but you guys eat snakes, so I guess it’s OK!”
Everyone in our group heard it. Some passersby did too.

Later back at the hotel, he approached us again and said mockingly:
“Hey, was the snake delicious?”
This was not one offhand comment. This was repeated, targeted racial harassment — unprovoked, unwarranted, and deeply disturbing.

To hotel management: How is this behavior tolerated? How is this person still employed? Do you understand the damage this causes — to your guests, your reputation, and your credibility as a five-star property?
To future guests: Especially if you are a person of color or from an international background — think twice before staying here. If this is how they treat their guests, the “luxury” label means nothing.
This was a humiliating, upsetting experience that I wouldn’t wish on anyone. Do better.