Rivendell Boutique By Umbrella

I’d like to share an absolutely appalling experience I just had at Rivendell Boutique Hotel in Tbilisi. We've been traveling for years, staying in countless hotels and Airbnbs around the world, but we have never encountered such blatant rudeness and lack of compassion. I myself have been a manager in the hospitality industry and so I took ymthis very seriously.

On my Booking.com app, you can add child, which I did, but once clicking "select room", Rivendell lists options for a "2 adult" or "3 adult" room or 2 x room. There is no clear "2 adults + 1 child" option, but it clearly states that ONLY children over 18 are charged as adults. Naturally, we selected the 2 adult room, assuming this policy would be honored.

Upon arrival, the staff — particularly a man named Geo — insisted we pay an extra fee for our 7-year-old child as if he were an additional adult. We POLITELY declined, explaining what was shown on the app. There is obviously booking problem when trying to book for long stays.

While trying rebook or find alternative accommodation, we sat down quietly in the hotel and even purchased a juice while making plans. After just 25 minutes, we were told we were not allowed to sit there and were asked to leave — with a child, luggage, and nowhere to go at that moment.

I even showed them the Booking.com listing on my phone to clarify, but they completely dismissed it. No empathy, no attempt to help me rebook correctly via my app, instead Geo became defensive and raised his voice at me. No care for a family chased out onto the street in a foreign country. Totally uncouth.

This is not how hospitality should work.

Upon arriving, they could not find our reservation. Turns out they did not know where to look so that was odd and took some time. The Jacuzi is to be avoided if not fixed.

very clean, new, good breakfast. gorgeous views to the mountain.

Rude staff
Pathetic breakfast
No cleanliness
Zero hospitality
We stayed there for 3 nights and at the time of check inn they asked to cancel from the booking.com portal and pay directly.
Too smelly rooms and electricity is also out half of the day

Good stay with good breakfast
Liked · They upgraded my solo room to a family room of three since it was only available. The breakfast was the highlight for me. Had plenty of vegetarian options. Wifi was really good. Bus services were at a walkable distance.
Disliked · Staff were not helpful like expected. For a tourist, they only ask to check details in Google. The power sockets they gave me were so loose that I had to hold them every time I charge my mobile. Don’t expect a hotel look from the outside. My room was good and neat. However, the towels were stained and not replaced during room service. They gave only 1 water bottle per day which was surprising. I come from a country that drinks a good amount of water. And they only give us water when we ask them. They improve on the customer service. Also, it was quite far from the city.

Issue was tgat they changed the name of hotel! We struggled to find it as golden globe horel DOES NOT exist anymore.
Otherwise excellent

Everyone was very friendly and made us feel like we were home. All of the staff helped to answer any questions we had, provided us with directions, and excellent service.

The room is a good size with a nice bathroom. All looks new. I was pleased with the room. On arrival I was not expected so I showed them my booking and they made some calls, they made me welcome. Some other guests knocking loudly on doors at night and other loud sounds at about 1am. The hotel is out of the centre near Isani metro. There is a busy road in front of it, no obvious crossing place but it has to be crossed to walk along the uneven poorly lit pavements to the metro. Breakfast not special.