Platinum Mountain Hotel & SPA

Beautiful view from the room. A lot of attractions for kids. It was one night stay but will come back one day for 👍

Wir waren bereits das zweite mal im Platinum Mountain Hotel und wir wurden wieder nicht enttäuscht. Wir hatten einen sehr schönen Urlaub gehabt. Wir kommen bestimmt noch einmal vorbei 😊.

Einziger Kritikpunkt wäre beim Abendbuffet, vielleicht mal mehr Auswahl an kostenlosen Getränken außer Wasser, Tee und Kaffee bereitstellen.

Ansonsten war alles Super.

All good.

Alles was super!

Well the place separates guests to better and second grade ones. Advertising a separate part for adults only treat guest as the second sort, separate breakfast place serves much worse quality breakfast, you have to pay for the change of towels!!! There is a fee for so called cleaning service which is 150 zł I understand cleaning the apartment and changing bed sheets but changing the towels, for god’s sake. This is worse than a random guest house that would offer that. Reception people unpleasant, swimming pool crowded, I have made the booking for spa services massage and facial we will see how that goes. If you want to come do not pick the apartaments not worth it.

Positiv: richtig schönes Design, Zimmer sind geräumig, hochwertiges Bad. Schnelles Checkin. Hervorragender Badebereich, Ladeplätze für E-Autos, tolle Thai Massage.

Mittel: Das Essen ist gut. Für Fleischliebhaber gibt es eine sehr große Auswahl, das Frühstück ist mehr als üppig und lässt fast keine Wünsche offen. Wir sind Pescetarier und fanden immer etwas, als Vegetarier wird man schon wesentlich weniger fündig, für Veganer sehr knapp. Schade fand ich, dass die Beschreibungen zu den Gerichten oft entweder fehlten oder nicht akkurat waren (zB ausgeschrieben waren Baked Beans, diese enthielten aber kleine Wurststücke, die nicht aufgeführt waren).

Schade war:
Ein Hotel lebt von den Menschen, diese waren leider ungenügend geschult oder motiviert, um die Wünsche der Gäste zu erfüllen. Es galt maximal Dienst nach Vorschrift. Auch wenn es seltene Ausnahmen gab, überragte der negative Gesamteindruck. Wünsche der Gäste ablesen Fehlanzeige, freundliches Lächeln auch Fehlanzeige. Zumindest Englisch bei den allermeisten - absolute Fehlanzeige. Beispiel: Wenn wir zum Essen mit einem Kleinkind kommen, darf man in 4 und erst recht in 5 Sterne Hotels erwarten, dass ein Kinderstuhl angeboten wird, hier Fehlanzeige. Wenn man Mitarbeitende um einen gebeten hat, wurde gekonnt ignoriert, oder so getan als würde man nicht verstehen. Im Endeffekt kümmerten wir uns an allen Tagen selbst um unsere Bedürfnisse. Anderen erging es leider genauso.

Hotel is new and modern and very well located. Unfortunately I don't recommend this place at all. Rude and very unprofessional service at the reception, No Hello, how are you or even simple How can I help you... unprofessional service in the restaurants. Definitely not a 5* hotel...

Die Einrichtungen des Hotels sind gut. Die Sauna- und Badebereiche sind modern gestaltet, und generell ist die Ausstattung auf einem hohen Niveau. Leider wird dieser positive Eindruck vom Service massiv getrübt.

Der Boden in der Sauna und im Badebereich war offensichtlich nicht regelmässig gereinigt – man konnte Staub und Schmutz deutlich sehen. Becher oder andere Utensilien wurden nicht nachgefüllt, was die Nutzung der Einrichtungen erschwert hat. Im Lobbybereich war zudem nie genug Platz für alle Gäste, was für ein Hotel dieser Grösse enttäuschend ist.

Ein weiterer Kritikpunkt ist der unangenehme Geruch im Eingangsbereich, der stark an eine Küche erinnert. Ausserdem wirkte das Personal unmotiviert und wenig freundlich – niemand hat gelächelt, und man hatte den Eindruck, dass man eher als Belastung wahrgenommen wurde als Gast.

Die Informationen im Zimmer entsprachen ebenfalls nicht der Realität. Zum Beispiel sollte es laut Infomaterial möglich sein, Speisen vom Restaurant Piatti aufs Zimmer zu bestellen, was jedoch nicht funktioniert hat. Solche Details sorgen für Frustration und hinterlassen einen schlechten Gesamteindruck.

Insgesamt ist das Potenzial des Hotels durch die hervorragenden Facilities gross, aber der schlechte Service und die mangelnde Sorgfalt in vielen Bereichen haben unseren Aufenthalt leider negativ beeinflusst. Hier besteht dringender Nachholbedarf.

We stayed in the hotel for 2 nights (06-08) and booked 3 rooms, which was enough to know we will never come back to this place. it was a shocking, horrible, nightmare experience...

The hotel surrounding is lovely, rooms are very nice and cozy , wellness area is huge and pleasant, but all got overshadowed by the terrible , unprofessional service provided especially at the reception.

Check in:
We arrived at approx 2:30pm after long drive to the hotel. When we Went to the reception and I started explaining that we have a reservation the response With NO “good afternoon”, or “how was your trip”, or even " welcome in our resort, how can I help?" was straight forward saying: system is down and check in is from 4pm and you HAVE to come back this time. Didn’t even offer: would you like to wait in our Lobby Bar and have a glass of wine or hot tea or something to eat. So we asked if we can leave at least the car somewhere, have a meal in their restauran. The answer was " you can leave your car at the car park", without explaining how to ger there and how to pass the gate system ( we have got this information when the other receptionist steps in into the conversation and explained how to ger there and where to find the restaurant).
After lunch wewent back to the reception for check in and spoke to the same rude girl which kept her snappy attitude . Didn’t explain where the rooms are, how to get there, no: “ have a pleasant stay” or “is anything else I can help you with” or not even “ have a good evening “. Just brushed off. When I asked if one of the rooms is with two separate beds ( as I requested with the booking) the answer was: “ I don’t have this information in the system, if there is no 2 separate beds contact the reception “.To top all the horror show at reception, she gave us the wrong car park sticker which moved us to another shocking experience at the carpark next day when my father in law has been attacked by the member of car park staff saying that he has no right to park in the garage. To be fair, when we reported this incident to another receptionist, the problem has been resolved straight away with an apology and car park feerefund "Yes, it was our mistak, so sorry for that ". This was the only one, professional, helpful and friendly service provided by one of the girls at the reception.

Restaurant:

We went to their main restaurant and one more disappointment there. Food is nice, but service is shockingly slow, without any professional service roles, place full of flies around (my mom nearly swallowed one of them, when we flagged this issue to the waiter the answer was I don’t know), when all the main courses has been served excluding my mums dish, when we asked another waitress why missing dish has still not been served the answer was again: don’t know”.

Room service:

My sister tried to order pizza by the room service after 8pm and has been told by the receptionist in charge that the restaurant is closed now and that room service ended at 8pm and if she wanna order anything she HAS to go to lobby bar and order herself (room service until midnight on hotel website and restaurant menu). Tgere was nothing like: "Im very sorry, we don't take any more orders from Piatti restaurant ( even when restaurant should be open until 9pm) but can I offer you something from the lobby bar menu, or a sandwich or even bowl of soup..." I went to lobby bar myself and spoke to a extremely nice and competent girl that confirmed room service is provided until midnight and She will deliver the order herself from the lobby bar.

Rooms

Rooms are huge and modern, but don’t expect to have your tv working without call the reception. Several times we needed to call the useless reception to get it working.

One of our rooms hasn’t been cleaned until we requested this at the reception ( it was after 4pm).

It was several issues with TV - apparently due to the network issue. On our 1st day there was no TV signal for over 1.5h. When we reported this to the reception the answer was: "we working on, be patience". Again, no apology, no we very sorry for this etc.

Management

We request to see manager 2 times on our 1st day but unfortunately Duty Manager didn't find the time to see us. Only on the 2nd day in the late afternoon my partner was talking to very professional, helpful and friendly manager who apologise for any inconvenience and offered us nice cake and prosecco in their lobby bar.

To sum it up, if you were looking for to spend your holidays in a 5 stars hotel, with great and professional service, a place you can enjoy your holidays and don’t worry about anything.THIS IS NOT THE PLACE. Terrible experience thank to the shockingly untrained, rude, definitely not helpful and friendly and unprofessional staff ( excluding one lovely girl at the reception and one professional manager).

Nice hotel but not a 5 star experience. Considering the price I paid it’s really hard to forgive. Welness is beautiful so was the room. But the hotel service is really bad.
Few examples:
No one helps you with the luggage…
Some staff barely speak English…
Official hotel app - nice but only in Polish language and the staff is not responding to any queries from the app.
Room service is not working - i tried to call but the room service number was turned off, therefore I tried to reach the reception but no one answered the phone. At last I tried to use the official hotel application but no luck either so we ended up with no room service. I had to get up and go personally to the lobby bar to get my order. Bartender looked like I am bothering him…This is unacceptable.
Last but not least I paid the hotel receipt in the app and to my big surprise I was asked during the check out to pay whole bill again. I had to specifically show that I paid already in the app. Your staff doesn’t work with the official app?

To sum it up.
By Friday afternoon hotel became overcrowded and there was a lines everywhere. Dinner experience was really bad because we had to eat at provisional dinning area made from the conference room. So was the case in the Saturday morning. I understand that you are trying to serve all the clients. But we had trouble walking through the crowd to get some food - not a 5 star experience at all. There were many people from the apartments - much cheaper accommodation than in the main building but with full access to all services. - this is so wrong because hotel facilities are not prepared for so many people. In my opinion you should build another dining area for these people so it’s not overcrowded and maybe also limit the time they can use wellness facilities, if you don’t do something about it, it just ruins the experience to people who are paying for the 5*. We enjoyed our stay mainly because the hotel is suitable for the families with small children. We loved the wellness and our room but there were many issues which we wouldn’t expect in this category.

Terrible experience. Starting with breakfast and dinner where the Restaurant was completely full of families and screaming children. But the worst is the management.....
We pay for our stay from Tuesday to Saturday, unfortunately my daughter fell ill with a long-lasting fever on Thursday evening. My husband went to the front desk and tried to explain that we had to go to the doctor on Friday morning and we couldn't stay until Saturday. The receptionist told him to come back on Friday morning and talk to the hotel manager! So there was no one responsible to talk to.. Finally on Friday morning the "Customer Experience Manager" told my husband that they might give us a "voucher" but we needed to send them a doctor's note that my daughter was sick!!!!! WHAT????????
I'm not kidding.. this is the worst experience we have ever had and honestly we have been to many hotels with our kids..

Very disappointing. We had to queue for everything. From checking to breakfast and dinner. Advertised as a 5 star hotel, but it does not provide acceptable service. Staff speaks little english. The miniclub is not very nice and it is often overcrowded. The pool is nice.

Schönes Zimmer, gute Lage im Ort. Viele Möglichkeiten für Kinder.
Einzig die Frühstückssituation ist etwas beschwerlich,da es einfach zu viele Menschen sind. Es ähnelt eher einer Bahnhofsatmosphäre.

Arrived on Sunday - room was meant to be ready for 4 pm, however reception was very busy / room was not really until 5:30 pm.

Room itself was nice and clean, we have one room with sofa / tv and separate bedroom space with sliding doors. Terrace was really big , so if someone likes sunbathing at the terrace , you will like it.

Aircon goes only to the first part of the room so at night was a little warm.

Hotel had deals for families ( kids do not pay ) and breakfast was extremely busy!! Kids running around everywhere, just a suggestion - would be nice to separate adults guests from families with small kids as you do have the space. Breakfast was very nice and big variety.

We didn’t opt for dinner as it was expensive for a Buffett and you can eat very nice outside of the hotel.

Outdoor swimming is really small and geared towards smaller kids. Inside two pools ( small kids and all other guests ) , it was ok.

Everything top we will come again, kids friendly

Haustiere sind zwar erlaubt aber nicht erwünscht fast alle Grünanlagen sind für Hund gesperrt
Beim Frühstücken ist es furchtbar laut wie in einer Kantine aus DDR Zeiten
Das Hotel liegt auch nicht im Wald sondern am Stadtrand

Das Hotel gefiel mir sehr gut. Etwas viel Menschen zum Frühstück, noch mehr im Bad, aber kein Wunder, da es sehr viele Apartments Häuser noch dazu gehören. In der Hauptsaison hätte ich meine Bedenken, da ich schon etwas älter bin.

The only thing 5 star about this hotel is its price. Service is really poor they don’t even clean the room even if you stay for several days. Staff can’t speak any other language then Polish which is something I didn’t expect in 5 star hotel. When we arrived to our room the bathroom stink of sewerage. Shower door didn’t work properly so after showering water was everywhere. Spa area of this hotel was so overcrowded and the hotel wasn’t even full. Also the spa area was really dirty and the common changing area was real joke in 5 star hotel! Dinner buffet for 100 PLN per person is another joke, overcrowded, time between 16:00 and 19:00, food less than average and not many choices. There are menus for drinks on the tables unfortunately there is no one who would bring you anything. So I would recommend to go eat somewhere else. For the same amount you would get much better food and services in the city center near by.

Well, we haven't experienced this in a long time. An attempt at a five-star hotel with barely three-star service. If you order a welcome drink when booking, you have to request it twice and it will not be brought to you until the next day. Non-functioning lockers in the pool. When checking out, which they want for everyone at the same time, you are like standing in line at the cash register in the local Biedronka. Really undignified.

Clean area
There is a swimming pool inside and outside
But it is very cold outside
Nice rooms
We will come back again
There is a food store nearby
The only disadvantage is that it takes about 20 minutes to walk to the mountains, if you have skis, it is not convenient.