Imperial Club Deluxe Hotel in Ulyanovsk

We came here to relax in the spring. We went to a five-star one so as not to think about anything. But don't expect 5-star service here.

1. Service before arrival.
When booking, I noted that 2 twin beds are needed. When the booking was confirmed (automatic) there was no word about 2 beds. I decided to call and clarify, but instead of the friendly staff, what kind of market trader answered me, not otherwise. "Hello! Yes, what do you need?" Okay, at least she confirmed that she sees a request for 2 beds.
2. Service at the hotel.
We arrived at about midnight, tired from the road. The girl at the reception did not say hello, as she was talking on her personal phone. Somehow they distracted her to move in, while she continued to talk on the phone. I again clarified about the room and the bed, she confirmed. She waved her hand in the direction of the stairs and went to go about her business.
Finding a room without help is not realistic, the layout is a nightmare. To get to the 3rd floor, you need to go down the fire escape from the second floor to 3. There are no signs.
Naturally, the room had 1 large bed. The receptionist did not change the room, but sent the maid to us to separate the beds. As a result, after the road we were forced to wander to the reception and back, wait about 40 minutes until the room was prepared.
3. Breakfasts. The breakfasts are excellent, there are no complaints here.
4. Cleaning. On day 2 or 3, we went to the center for an excursion, in the evening it was terribly cold in the room. It turned out that while cleaning, one of the staff broke the door to the balcony and decided to leave it open. It was -20 outside for you to understand.
When they approached us, they also tried to make us guilty.
5. Number. The room itself is ok, but the fridge that was claimed was missing. Brought it at the end of our stay.
6. Attitude to their own jambs.
It is not there, as if there were no mistakes of hospitality.
I worked in an international class hotel, I know how to meet guests, how to resolve conflicts.
All I got as an apology is the dried fruit.
SMMschiki also annealed - the stories with criticism were reviewed, but that's all. (proofs in the photo).

You can call yourself at least three times Deluxe, at least 5 times Imperial, but they have not even heard of the service here.