Costé Hotel

I rarely write reviews, but my experience at Hotel Costé was beyond unacceptable. If it were possible to give this hotel a zero or even a negative rating, it would deserve it.

We stayed at Hotel Costé in Tbilisi from January 21 to January 25. Upon arrival, despite having all my booking details, the receptionist insisted that I pay extra for breakfasts that were already included in the reservation made through the official website, requiring several minutes to clarify the situation and prove that the breakfasts were included in the final bill.

Moreover, from January 23 to 24, the heating in our room did not function, and it took the hotel until afternoon to have a specialist fix it.

However, these elements seem almost insignificant compared to what happened later. The most serious incident occurred on January 25.

While storing our luggage on the hotel premises, in the presence of a hotel staff member, I was sitting next to the storage room with my bag when, upon opening the door, a heavy metal handle detached and struck me directly in the face. I suffered significant injuries: a laceration, swelling, and periorbital hematoma – all objectively documented by a medical diagnosis, which I obtained after leaving the hotel and the country. When I requested medical assistance and asked for a doctor, either at the hotel or via emergency services, no doctor was arranged. The staff only provided basic first aid (alcohol and ice) and only after I had specifically and urgently requested it. We were then assured that there was a hospital across the street. In fact, there was no hospital – only a small pharmacy, incapable of providing any medical care and only able to sell a few medications through a small window overlooking the street. How a supposed four-star hotel could give such advice after a serious injury. This is beyond comprehension.

Later that day, no hotel manager was available on site. The receptionist was unable and unwilling to make any decision and attempted to contact the hotel manager, who was not present at the hotel. Given his responsibilities, the manager should have been on call, and when a serious incident of this nature occurs in a hotel he manages, the minimum would have been to come to the property to assess the situation or, at the very least, to contact the injured guest or their companion. This did not happen. The accident occurred at around 1:30 p.m., and the hotel staff could easily have informed the manager at that time. Nevertheless, he neither came to the hotel that day nor contacted me or my husband, despite the receptionist explicitly assuring us – both verbally and later in writing – that the manager would do so (proof available).

Due to our scheduled departure, we had to leave without receiving a medical evaluation at that moment. The next day, my husband tried to reach the hotel manager by phone, and when that failed, he sent written messages. The response we received a day later by email was shocking. They tried to dismiss the incident as a «highly unlikely» event, writing: «This was an incident that simply should not have happened, and the likelihood of such an occurrence is extremely low». So, according to the Hotel Costé, being violently hit in the face in its establishment by a heavy metal handle that came off one of its doors because it was not up to standard, and seeing it fly into the face of one of its customers, causing serious physical damage, is just an unlucky fluke. Astounding!

Even after this traumatic incident, the hotel absurdly claimed that access to the luggage room was prohibited and that my husband had no right to be there – despite the fact that the receptionist personally allowed him to bring in heavy luggage – never warned us about the danger, and certainly made no attempt to secure the handle or prevent the accident.

Their claim «our staff would not have permitted entry» is definitely false and a complete lie. If the room was truly off-limits, the staff would have blocked entry or at least issued a warning. Instead, they stood by in silence as I was injured. Multiple witnesses, including my husband, can confirm this. They also claimed: «You did not request compensation for damages nor did you ask for an ambulance.» Another lie. Medical assistance was requested by me and only by me. No effective support was arranged by the hotel. I must emphasize this point because they clearly refuse to take responsibility for an incident on their premises that caused serious physical, moral and financial harm. This is not a matter of paperwork or timing; it is a matter of basic human decency, which this hotel clearly lacks. Their priority is profit, not guest safety.

Besides, I would like to add that the manager lied again when he said that we had not asked for any compensation, which is completely untrue because on Sunday 25 January he was not on the premises and as I did not have the opportunity to speak with him, my husband asked the receptionist directly if we could discuss possible compensation arrangements. In such a situation, the hotel management should have taken the initiative by proposing appropriate measures to compensate the victim and thus address the situation appropriately. For the hotel management who have decided to work in the service industry, this is the minimum expected standard. Instead, for a whole week they avoided responsibility and gave us empty answers.

Two weeks after the incident, I still have not received a personal apology or any direct acknowledgment from the hotel, even though my husband sent them photos documenting the injuries caused by their negligence. To make things worse, they sent me an automated email asking us to rate our stay – while my face was swelling and bruised. Not even a phrase saying «we care about our guests». It was like a marketing email in the middle of trauma.

On top of that, this accident has seriously affected my face to such an extent that I have not been able to go out for the last 2 weeks and have literally been locked up at home since I left the hotel. To this day, because of the depth of the wounds and the slow healing process, I am still not able to go out again until further notice and can't go to work either because I work with an audience. This is the horrific reality of this accident, for which the hotel management completely absolves itself of responsibility.

This accident is serious, as at the time of writing this comment, it has been requiring significant medical care, complete immobilization at home for more than two weeks, and an official sick leave for up to 16 days after the accident, and even longer as it will probably be extended given my current condition.

In short, Hotel Costé in Tbilisi is a disgrace for a supposed four-star hotel and a perfect example of negligence, arrogance, and zero human empathy. I strongly advise anyone considering this hotel to think twice. If you value safety, professionalism, actual care for guests, or even basic common sense, look elsewhere. Hotel Costé has shown a complete lack of responsibility, and their management’s response to a serious injury was utterly disgraceful.

Ein schönes Hotel, Zimmer optisch sehr ansprechend, gutes Frühstück.

Tesis genel olarak guzeldi.

Большие номера, вежливый персонал на ресепшене, местоположение

Everything was fantastic!

The hotel was very nice, good breakfast, clean room

Чисто и уютно, детям очень понравилось!

Чистота

- Отличное расположение. Рядом парк со смотровой площадкой. Недалеко до главной улицы города. В январе было очень красиво, много новогодней иллюминации.
- Красивое лобби, зона завтрака. На первом этаже ресторан.