Four Seasons Hotel Lion Palace St. Petersburg

Overall, my vacation got ruined and our engagement day became the worst day.
First of all, we weren’t informed about the turn-down service when checking in. Only informed about paid services such as Spa or breakfast.

Since no one informed about the turn-down service of specific time, we weren’t aware of someone could enter the room.

Our privacy interrupted by a house keeper who entered the bedroom without knocking the whole room and the separate bedroom door.

She didn’t make sure if someone is in the room. She just opened the bedroom door. And the house keeper happened to see us at very intimate moments and being naked. The housekeeper shouldn’t enter the room unless it’s clear that no one is in the room. It’s a basic manner.

It really ruined our night of engagement which only comes once in my life with my fiancée. We both are traumatized. The hotel kept sending the same housekeeper to our room for room service and it was very uncomfortable to see her.

We immediately claimed and reported the problem to the front desk.

Here is the real issue. We were blamed by the front desk manager that it’s our fault not turning on “Do not disturb sign”. Instead of receiving a sincere apology, he escorted us to the restaurant we booked as if it’s time for your dinner.

Later that night, we just received the champagne and fruits without getting a notice or any messages.

We got a note by the assistant director at our last night on 25th. No one in person gave us an apology until the check out moment in person.
They should’ve delegated the situation correctly at that night immediately on 24th.

We’ve commented several concerns regarding public health and safety. During pandemic, the door men didn’t check the temperature correctly with a thermometer.

I’m coming from South Korea where it’s strictly followed by the safety protocols. We also complained to the front desk about the issue and nothing hadn’t changed during our stay.

Another issue was the housekeeper touched our personal belongings and disposed a Sisley eye cream.

When checking in, the front desk manager asked for my visa status, which never happened at any five star hotels. It’s their job to do simple research about Korea is a visa free country for Russia.
They simply could google before asking customers about visa as if it seemed like I’m illegally traveling the country. We understand the safety protocol and regulations. However, I’ve never faced such a poor hospitality from a five star hotel like four seasons.
I’ve never received an invoice at the end of checking out and the front desk workers weren’t  dare to ask about it.
The assistant director came out to give an apology for the situation. We explained how much it ruined our special day, the day of engagement. Giving complaints was huge waste of my time while I should be truly enjoying my stay in St. Petersburg in Russia.

When I complained about the dirty bath tub and showed the pictures, then the assistant manager was offering free spas or restaurants in Moscow when we were about to leave. And I think this rude offer wouldn’t do anything for not only our ruined the engagement day, but the whole trip to Russia to propose to my girlfriend.

The four seasons should listen and be aware of aforementioned complaints.

In the end, my vacation got ruined and it really traumatized my fiancée and I. The hotel’s way of dealing with the situation was horrible. I wouldn’t recommend anyone to visit four seasons in St. Petersburg due to the poor hospitality.