Место - супер, сервис - ниже плинтуса The place is super, the service is below the plinth

We stayed at the end of June - beginning of July 2015. The location is excellent, the rooms are comfortable, the food is delicious, but the service urgently needs to be improved. The service was so bad that we managed only half of the stay: then they took the money (thanks for returning it! ) And left. And the owners of the hotel (we talked with Vladimir Nikolayevich) did not even do anything to keep us and solve the problems that we voiced to him. What problems did we have. 1. Lack of hot water (I almost caught a cold while washing in cold water, and even when I complained to Vladimir Nikolaevich, he did not turn on the boiler). 2. Behavior of the gorge: the maid Lina said that cleaning is every 5 days and if we need it earlier - wash it yourself (there is a brush, a rag and a bucket on each floor in the corridor), so if your children spill something on the floor, you will clean up on your own - you will not call the maid. 3. The quality of room cleaning: we waited for cleaning on the 5th day. Lina cleaned the room well, but not the balcony. When we drove in, she immediately said that the swallows built a nest there and this could cause inconvenience. . We did not attach any importance to this: swallows nesting on the balcony are a common thing in the south. But in fact, Lina meant that she would not remove their droppings from the balcony, which was becoming more and more every day! A week later, we lived in the literal sense of the word among the poop: going out onto the balcony, you had to look under your feet. As a result, we huddled in the opposite corner of the balcony from the nest. An unwashed ashtray after this seemed like nonsense. 4. Service in a cafe. The waitress Tatiana is sassy. Cafes ALWAYS take 10% of the order for service. Ok, let: you can not leave a tip. BUT: this very service is NOT always. Over the course of 4 days, we had to go down twice ourselves to get the order: he cooled down at the bar and waited for us to arrive, while Tatiana was minding her own business. When we expressed our bewilderment to her, she rudely replied that we should have warned her that we would be waiting for the order in the cafe, otherwise we would suddenly go to the room! How could she even come up with such nonsense! It sounded especially funny when she didn’t bring coffee, having served us breakfast before that, that is, she knew exactly which table we were at. But in this cafe you can and eat - since there are a lot of good places around, where it is also cheaper. Something else was especially unpleasant: when we complained to Vladimir Nikolaevich, he did NOTHING, did not even apologize. By the way, I can say the same about Vera (the hostess): while it was about money and organizational issues, she communicated promptly and nicely, answered letters, and when I complained about the waitress, she didn’t even apologize for her behavior! In general, both the owners and the staff did not care about the guests: if you don’t like it, roll, others, less pretentious, will quickly take your place. And the worst thing is that this calculation is correct.