Hotel Gudauri Marco Polo

Very small rooms, almost felt claustrophobic. Beds seemed to be very old. Basic service issues (had to make multiple calls even for small stuff like tea sachets). Staff seemed to lack basic etiquettes (didn’t offer help with bags when we were leaving). Almost, they levy charges for using most of the hotel amenities (like tennis courts, billiards tables etc)

Horrible experience when I booked a suite! The upper room have ZERO air circulation!! Not even a 1 star hotel…

Looks a good hotel, on paper, it ha so much going for it. But, house keeping is appalling, had to change rooms, the first had hair all over the bathroom floor, thick dust on the radiator, broken curtains, the list goes on, plus the generator below the window curs in at 6am with such force that it vibrates the room. Second room was a bit cleaner but still hair on the floor, house keeping are not doing their job.

Further, food does not come up to expectations and runs out very quickly.

Probably the only decent hotel in Gudauri.
The front desk staff was not helpful and quite grim. No one smiled! The lobby was a bit dull and badly lit. The room was basic, and the aircon could not be adjusted, or shut, so we had to ask for additional blankets. We were informed that the heating was shut off on 1st May. No one came to fix the aircon or the TV. Spent one night. They have an award certificate declaring the hotel was the best in 2016 - don't know how they got it !

Teona the woman at the reception was great and super helpful

Very good location to lifts , must of been out of season seemed understaffed , was clean. Bar???
The staff I did see were very friendly.

Comfortable room, helpful desk staff. Gym was useful but not very well stocked and opening hours were limiting.
Food was fine but lots of the local options were not available, which was frustrating.
The biggest disappointment was that a member of the party left behind a small soft toy and when we called to ask for it to be sent on to our next destination, we were told that it hadn’t been found. No efforts were made to try and locate it and it’s sad that lost property is not handed in

This was a very very pleasant forced stopover for us. We landed in Tbilisi with a booking to go to Qazbegi, but the roads were closed coz of the snow. We had to change plans and look for places in Gudauri which was on the way and a greta alternative to where we intended to go.

We were lucky to find the Chalet at Marco Polo. We were a group 8 adults and 5 kids.

We stayed with our friends and family in the Chalet and had the best time ever.

The stay turned out costly for us owing to the last minute booking but we couldnt have asked for better place to stay.

Ski resort and very well equipped with cleanliness and awesome food options at our disposal.

Highly recommended to anyone staying with friends & family.

The Hotel is wonderful. Breakfast is great. Staff members are helpful. We rather experienced a slight disappointment that was uncalled for. There was no water in the bathroom for about two days. It happened to most hotels in Gudauri during our stay/trip. Overall it was enjoyable.

I think the Marco Polo Hotel is one of the best !!!
Friendly, attentive, helpful staff.
The rooms are cozy and clean. Convenient proximity of the elevator. The location of the hotel offers a quiet, family-friendly, secluded vacation. Inside the hotel you can find places and activities for pleasant leisure.
The breakfasts feature a varied selection of dishes. The hotel itself provides equipment rental, as well as within easy reach, directly at the ski lift itself, you will find convenient places to rent with friendly staff!!!!

Excellent property with Excellent service.

After the first day at the hotel, I noticed that the cleaning lady had thrown away or taken 10 LifeWave patches. These are medical patches that I put on in the morning and evening. 5 of the most expensive ones were missing. 3 that have to be used in a set with others and 2 additional ones, so the losses are even greater. And besides, I need them on a trip for health reasons. I feel terribly bad because I don't think the person who took them knew what to do with them.
Today was the final cleaning and things were missing again. This time sweets, a candy bar, local sweets with nuts and drops.
Embarrassing, don't they pay the cleaning lady in this hotel to be forced to steal? Even sweets?

The Good.
The hotel is situated right next to the chairlift that goes to the top of the beginners' green slope. It has its own rental shop on floor 1 that has knowledgeable and friendly staff. The hotel provides lockers for your clothes and ski equipment. You need to leave an ID. The shop takes CC. Lift passes can be bought just by the chairlift.
The lobby has plentiful chairs, some books to read, some games behind the front desk, and several ATMs as well as a photo desk. There is a ski shop and a bank. There is a large restaurant where breakfast takes place. There is also a bar with an English Georgian menu and reasonably trained staff. Just off from the lobby by the lifts is access to a 4 lane 10 pin bowling centre, some pool and billiards, 2 table tennis tables and fussball. The indoor pool is lovely, and the indoor padel tennis is great.
The front desk staff were polite and spoke fairly good English. The key cards worked all the time, unlike other hotels. The lifts are fast and frequent..although the top floor call button only has an up???
The 40" tv in the room was very easy to connect a firestick to.
There was a nepresso machine in the room. Teabags, sugar, coffee, 2 glasses, 2 teacups, and saucers. There was an empty mini fridge. The bathroom had been renovated and was very clean. The shower was powerful, spacious, and hot. There are lots of shelves in the room. An iron and ironing pad, safe, drawers.
Toothbrushes, vanity kit in bathroom. Soap and shapoo/conditioner in bottles fixed you wall
Adequate European plug sockets, standing lamp.
Breakfast was adequate with the visual spread of bread, meats, cheeses, yoghurt, some hot dishes, etc. Toaster, juices.
The hotel provided NYE entertainment for young children from 7 to 9. Magician, games, santa. They booked a UK band..the Alleycats, who were great. The new GM, Nike, is passionate about making changes and is aware of some of the issues with the hotel. I feel that he will drive change in the hotel. He acknowledged that the staff should reply to guests with, "Let me find soneone who can help you" rather than "NO."The hotel replaced our nespresso machine with a Lavazza machine and supplied pods. They provided a complimentary bottle of wine and note when addressing my concerns about the room and mattress. The room service phone was answered promptly, and the delivery was swift. Corridors were cleared of plates quickly.
The view was impressive from the balcony.room is clean, and room service/cleaning is good.

The BAD

There was no concierge, porter to carry our luggage on. However, one of the security guards helped.

The hotel is a little dated, and opened in 1988, the corridors are a little dark. The junior suite we were in is rather dated and had a staircase to the upstairs area that had a double bed, 4 shelf tv cabinet, approx 40" LG tv on the wall The Internet did not require a password, but the max speed in our room was 9Mb/s, and movies on the firestick buffered constantly. I had to my phones hot-spot and use my data!!

The bathroom needed an air freshener as it possessed an unpleasant smell, and the cistern kept getting stuck so that water constantly ran. The toilet itself was tucked away behind the door. Limited storage space.
There were no wall paintings, pictures in the room
The sofa bed is downstairs and is farctoo big for the room. When used as a sofa, it looks at the staircase, and there is no tv downstairs.
There were no coffee pods for the nespresso machine.
The safe is not bolted down and could be just taken.
There was no uht milk.
Upstairs, it needed a ceiling fan as it got quite stuffy.

There was a chair and side table downstairs but no chairs or table on the small balcony.
The room had a small water radiator in the bathroom and one under the window.
The room had a guest booklet, but it didn't mention things such as the nearest shop,
No coat rack or coat hooks.
Vinyl floor covering.
Breakfast toaster disappeared.

NYE dinner was lo ely to see magician, santa and games in the lobby from 7 to 9pm, but then the kids and guests had to wait until 10pm to sit down for dinner. The hotel provided copious amounts of starters and main courses, but it was far, far too much, and so much food was wasted. I was told an extra bottle of water, 33cl, would be charged to my account....I paid 475 US for the meal for my wife and young daughter, and charging for a bottle of water seemed petty. The serving staff had mixed levels of English.

The Alleycats were staying in a different hotel, which seemed strange.There was no cutlery on the tables or napkins.The housekeeper tapped on the doie, there was no doorbell, and just walked in. We had to keep the door locked. The spa pro idea massages but no sports massage, which seemed strange as this is a ski resort. The bowling, tennis, and billiards all cost extra.The. edge walls in the room were rather drab. There is no AC in the room.

The UGLY.

The mattress was extremely uncomfortable, and it caused me to wake over three times every night! I asked for a mattress topper and was given a mattress protector!. The mattress on the sofa bed was more comfortable.

One coffee machine at breakfast is totally inadequate, and the coffee beans used were very bitter.

Breakfast offered eggs of your choice, but when I asked for egg white omelette, I was told NO ..the hotel does not have them. I had to use a translator app to ask, and the omelette appeared. The staff did not seem that happy and were frequently chatting to each other and not looking. They needed to write down the orders. Eggs of your choice meant fried eggs, omlettes, scrambled eggs only. There was no egg menu.

Recommendations
In addition to the above observations, the hotel would benefit from a visit from an organisation such as LQA. This would provide the GM, Nike, with a list of key areas for development.

Would I stay again?
Only if the mattress issue is resolved.

Marco Polo Gudauri is one of the most disappointing places I’ve ever stayed. Sure, the location is stunning, but that’s where the positives end. The rooms are bland and outdated, and the TV situation is laughable—only two channels worked. For the price, this is unacceptable.

The service? Completely unacceptable. We were given a single tiny bottle of water per room, even though multiple people were staying in each room. When we asked for more, they shamelessly demanded 30 Lari (~$15) for just four small bottles. This kind of exploitation is ridiculous.

Breakfast was no better. The staff spent more time clearing plates from our table than actually bringing our food. It took 40 minutes and seven reminders to get a basic omelette. And the coffee situation was insulting—they refused to give us coffee with milk but served it to other guests without hesitation. It felt like we were being treated as second-class guests.

The in-house photographer was the only bright spot with decent skills, but their prices are an absolute rip-off. Charging 25 GEL for a single digital photo and 30 GEL for a digital and print combo is outrageous. It’s yet another way this place seems determined to squeeze every last cent out of its guests.

The reservation process was the cherry on top of this disaster. We booked three rooms with queen beds, only to be shoved into two rooms with single beds. Their excuse? “We’re fully booked, nothing we can do.” If they can’t honor reservations, they shouldn’t be taking them at all. The lack of accountability was infuriating.

This hotel is overpriced, poorly managed, and lacks even the most basic respect for its guests. I wouldn’t recommend this place to anyone. Spend your money somewhere that values its customers.

A Terrible Experience – Avoid This Hotel!

We recently stayed at this hotel, and it was the worst experience ever. From the beginning, I want to highlight that our room was supposed to cost $115 USD. However, when we arrived, they didn't have our reserved room available, and instead, we were given a substandard, filthy room.
The room was smelly, dirty, with visible mold, and layers of long black hair everywhere. It genuinely felt like it hadn't been cleaned or vacuumed in months. We immediately requested a change, and the only option they offered was an "upgrade" for an additional $100 USD – simply for a different view.

We barely managed to stay one night before deciding to leave, ultimately losing $500 USD in the process. Moving out was the best decision we made.

I strongly advise against staying at this hotel. There are plenty of other newer,
fresher options with better service and at a much more reasonable price. Save yourself the disappointment and choose another place to stay.

Adored this hotel which has great facilities and excellent service. One of the first international hotels to the area and maintains its high standards of service. Loved the pool and steam room. Great views and we also ate here for dinner and breakfast was our favourite hotel.

Visited as part of a Georgian road trip. We only stayed one night. The room was fine, bedding felt a little damp but the room was clean. A nice view of the mountain from the window. Dinner was included which was a buffet. There was plenty of choice. It would have been nice to order a glass of wine but no staff around to ask. The bar was soul less unfortunately. Breakfast again was fine, it would have been nice to be able to order an omelette or scrambled eggs too. There were a few coach / tour groups in so I guess it's an easy option to offer a buffet.

The hotel is on top of a small hill and offers a great view. I found the reception a bit dark for my liking and the rooms a bit small though the bed was very comfortable. The breakfast was good but I found the table service at lunch a bit odd as plates, glasses, and cutlery were not laid out as my friends and I took our seats. The staff were very polite, especially in the restaurant

The Hotel is not as advertised. Staff are very unhelpful and rude (except for the gentleman helping at the pool - he was friendly and was courteous to my family). It was so bad that we decided to check out early and pay to stay at another hotel. Wont recommend and wont be back. Hotel in desperate need of maintenance.

Location is awesome but services are poor. RESTAURANT staff is extremely rude and arrogant. As there is only one restaurant in the hotel they believe they can twist your arm at will. However the bad experience overshadows the good ones. Needless to mention that the hotel is built in a serene location. Everything else is substandard and don't deserve a 4 star rating.