Hotel Baltschug Kempinski Moscow

Even though the view is great and the staff are generally helpful, my experience with the room’s cleanliness has been very disappointing. You expect a 5-star hotel to uphold high cleaning standards, yet this was not the case during my stay.

When I first checked in, the room was clean. However, after I ate, I dropped a few crumbs on the floor—nothing major—but those same crumbs stayed there for three days, which made it obvious that the carpet had not been vacuumed at all. During this time, the windows and tables were never wiped, and even the cups were not replaced. I had to call and request new cups myself.

I informed the reception on my third day. They only sent someone to change the cups and bring water, while the actual cleaning wasn’t done until the next morning—and even then, it still wasn’t a deep or thorough cleaning.

To put things into perspective, before this stay I had been in three different 4-star hotels, and all of them had noticeably better cleaning standards than what I experienced here.

I also spoke to a gentleman at the reception—unfortunately, I forgot his name—who was genuinely kind and tried to help. He even joked during checkout that if I returned, he would personally clean the room. I appreciated his attitude, but the overall experience did not reflect the quality expected from Kempinski

Perfect location, beautiful and kind staffs, very good breakfast with spacious rooms. I really enjoy staying there. Highly recommended

Currently staying at Balchug Kempinski Moscow — and honestly, my impressions are quite mixed.
To start with the positives: the welcome was warm, the staff are polite and attentive. As a GHA Discovery member, I was offered a complimentary room upgrade — a nice gesture and much appreciated.

However, several issues have come up that are simply unacceptable for a five-star hotel.
There are no complimentary breakfasts offered even for top-tier GHA Discovery members, which is quite disappointing.

When I requested an additional bathrobe, I was brought one with yellow stains and a large tear — completely inappropriate. The iron provided in the room is of very low quality and hardly usable for any proper pressing.

I’d also like to mention the state of the curtains — they are literally full of holes. And in a five-star hotel! Needless to say, the morning light pours right through them, so forget about sleeping in.

Evening turndown service is another point of frustration. It wasn’t done at all on the first night and only started after I raised the issue at the reception. Since then, it has been extremely superficial — they just make the bed and close the curtains (yes, the ones with holes), then leave. Dirty and wet towels remain on the bathroom floor, toiletries are not refreshed, and the room is not truly prepared for the night. It’s just a bed that’s been made, nothing more.

These are not the standards one would expect from a hotel under the Kempinski name. There is potential here, but the lack of attention to detail and inconsistency in service delivery are major disappointments. I sincerely hope the management takes these issues seriously — because right now, this is far from a true five-star experience.

If you’re considering staying at this hotel based on the Kempinski name as a symbol of premium hospitality, I assure you this is a deeply mistaken expectation. There is nothing beyond the name that reflects Kempinski standards here. This property does not deserve more than a three-star rating given the complete absence of consistent, high-level service.

The hotel is just across the bridge(5 mins walk) from main touristy area of Moscow such as Red square and st. Basil church.
Check in was smooth as staff at reception speaks English.
There is even a teller at hotel if you need to exchange some money.
The breakfast selection was also good. The hotel has a temperature controlled pool and a jacuzzi and a good gym as well.
All in all a great place to stay for a touristy Moscow trip.

Dear Kempinski Manager

I have since the 1980s been a costumer of the Kempinski brand enjoy your hotels specially in Europe.

This time I would like to congratulate your Moscow staff the service and quality of the hotel, specially Marina at the front desk that she was very attentive and helpful during my stay.

Thank you for having me and looking forward of my next stay!

Kind regards
Fernando Lorenzana
Lord Gruppe S.A.
Lord Gruppe GMBH

Comfort is not only about clean rooms and a very efficient services. Whilst those are very important when you’re away from home, being made to feel AT home is a tripe many promise, yet struggle to deliver - not at the Baltchug. Being a South African with very poor Russian, I left feeling like I’d made friends and even my spoken Russian had improved 10x over! That’s the kind of care and warmth the staff gave to me. Very patient and even going out of their way to ensure that u was always comfortable, in spite of the potential language barrier. I loved every moment of the week I spent at the Baltchug. It’s a no-brainier for a place to stay in Moscow.

I would say Aliana from “the concierge” and “Mario” helped me get the best of my stay in Russia. I go to Aliana on every day and she is always there smiling and helping me with whatever I need !!! I love her she’s so sweet and helpful. Mario was the one who welcomed me at the time of my check in and he was always checking if everything was okay with me! To be honest, everyone there was just nice and friendly.

It was was perfect everything it was so nice, the stuff so helpful the location it was perfect the hotel so clean. The saiz of the room vey nice. We had a great time. Everything was great. From hotel to red Square so near maybe just a few minutes. Around the hotel so many restaurants.

Disappointing Experience

Unfortunately, my stay at this hotel did not meet expectations. The rooms are outdated and in dire need of renovation. Some of the reception staff were very unprofessional, which made the experience unpleasant from the start. Additionally, the room cleaning service was extremely poor, with little attention to cleanliness. I would not recommend staying here unless these issues are significantly improved.

I would like to express my sincere appreciation for Ms, Alina. She was exceptionally kind, respectful, and professional throughout our interaction. Alina made sure to explain all the activities in a clear and thorough manner, which made the entire process smooth and easy to understand. Additionally, she was incredibly helpful in assisting us with booking, ensuring everything was arranged without any hassle. Her dedication and customer-focused approach made a significant positive impact, and I truly enjoyed working with her.

Fantastic hotel that is strategically located next to the city's main attractions. Rooms are spacious and clean and staff were helpful and friendly. Special thanks to Alina who went above and beyond to make the experience memorable and supported throughout. She was attentive to all needs, very patient and always maintained a smile.

Our stay at Kempinski Moscow was exceptional! The service was top-notch, and a special thanks to Marina for her outstanding hospitality and attention to detail, which made our experience even better. The luxurious setting and prime location made it a perfect choice. Highly recommend and will definitely return!

A luxurious and old hotel, strategic location and overlooking the river, close to the Red Square and the Rose Bridge, excellent service from the reception staff, special thanks to the employee Elena, the trip coordinator, for her wonderful and distinctive coordination

The hotel reception staff was fine except one lady was rude and aggressive. She did not allow for early check in and gave us two separated rooms although we have kids.

Housekeeping was not good the room was not cleaned good also in some days no towels provided. The bed was not comfortable and it was two separated beds put next to each other.

The restaurant egg station was cooking on the middle of the dinning area with no proper ventilation or exhaust van. No good variety.
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Concierge Alina was very professional, helpful and knows all attractions.

Special thank to bell boy Pavel.

Swimming area was great.

Location was fine.

I had an amazing stay at this hotel in Moscow! The facilities were top-notch, and the service was exceptional. I would like to extend my heartfelt thanks to Alina, the concierge, who truly went above and beyond to make our stay enjoyable. She was incredibly friendly, kind, and helpful, ensuring that every detail of our trip was perfectly planned. Thanks to her, we had a fantastic experience exploring Moscow. Highly recommend this hotel and a special shout-out to Alina for her outstanding service!

The hotel has a professional staff who care about the comfort of the guests and are noticeably interested in cleanliness. The food was great and varied. The rooms are quiet and tidy. The location is excellent and close to all services. Special thanks to Ms. Alina, helpful and kind, professional in service and how to deal. A hotel worth repeating

This is always my hotel of choice when I am in Moscow. It was really good to be back after after a 2 year absence because of the pandemic.

Súper bien

👍

فندق قديم جدا ولايوجد اي خدمات مميزه وقيمة المبلغ المدفوع مرتفعه جدا بالنسبه لفنادق اخرى بنفس المنطقه ولا يستحق ربع المبلغ المدفوع بالاضافه على ان الطاقم سيء جدا بالتعامل وعند القدوم للتسجيل الدخول طلبوا مبلغ 400 دولار ضمان لاستعمال اي شيء موجود بالثلاجه الموجوده بالغرفه وحينما قلت لهم سأدفع نقدا رفضوا وتم قفل الثلاجه لكي لا نستطيع استخدامها فعلا لا يستحق التجربه على الاطلاق