Grand Tien Shan Hotel

GOOD FACILITIES AND NICE STAFF THE STAY WAS CONFORATABLE AND LOCATION GOOD

The receptionist girls were very supportive.

General get up.
Soothing piano performance.

Alles

We initially booked a three-night stay, but were disappointed by several aspects of the experience. Fortunately, the hotel was flexible and allowed us to cancel the remaining two nights.

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We stayed at Hotel Grand Tien Shan in Almaty for four nights. The hotel's biggest advantage is its location, which is excellent. It is within walking distance of the Ascension Cathedral and other attractions in Panfilov Park, and this was the main reason we chose it.

We initially looked at the hotel on Booking.com, where we noticed two room categories with the same name, "Deluxe Double Room", but with one priced about 20% higher than the other. Curious about the difference, we checked the hotel's website and discovered that the higher-priced rooms were the newer premium rooms. We therefore booked directly through the hotel's website, where they were listed as "Premium Double Rooms". By signing in, we received a discounted rate of 254,600 tenge for four nights (instead of 268,000 tenge). During the booking process, there was also an option to select a Mountain View room, which we chose, and this preference was clearly reflected in our booking confirmation.

Unfortunately, our experience at check-in was disappointing. The reception staff were not particularly welcoming, and the overall interaction felt rather cold. We were also charged 268,000 tenge instead of the discounted 254,600 tenge. Because we paid in a foreign currency, we did not immediately notice the discrepancy.

One member of staff, Daniel, took us to our room.

However, the room itself did not match our booking. It was on what the hotel calls the first floor (effectively the ground floor) and overlooked the road, with the view largely blocked by trees. It certainly was not the mountain-view room we had specifically selected.

When my husband raised the issue, we were initially told that the hotel was fully booked and that they would try to resolve it the following day. While reviewing our booking confirmation to verify that we had indeed selected a mountain-view room, we also realised that we had been overcharged by approximately 13,400 tenge.

We returned to reception to discuss both issues. The staff initially attempted to reverse the entire payment, but we suggested that this was unnecessary and that it would be simpler to refund the difference. They agreed to speak to the manager and get back to us. When we pointed out that our booking clearly specified a mountain-view room, they acknowledged this and said they would see what they could do.

We also mentioned that we planned to stay at the hotel again for one night on our return from Bishkek. During that conversation, Daniel remarked that we might want to consider another hotel because "there is no scope for mountains here." We found this response surprising. If mountain-view rooms are offered as a booking option, guests naturally expect that such rooms exist and that the hotel will make every effort to honour that reservation.

What disappointed us most was that the hotel never followed up. We were never contacted about the overcharge, no refund was offered during our stay, and the room issue was never addressed. By that point, we had little confidence that raising the matter again would make any difference, so we decided not to pursue it further.

Throughout our stay, most of the reception staff came across as unwelcoming. In contrast, the restaurant staff were consistently pleasant and courteous.

It is unfortunate because the hotel has an excellent location and the premium rooms themselves appear to be modern. However, for us, the experience was overshadowed by the incorrect billing, the failure to provide the room we had booked, the lack of follow-up on either issue, and an overall absence of warmth and sense of responsibility from the front desk. During the rest of our trip, we stayed at two other hotels where the staff were simply polite, approachable and willing to listen when guests had questions. We do not expect exceptional treatment, but we do expect bookings to be honoured, billing to be accurate and concerns to be handled professionally.

Le spa et la piscine, très agréable après une journée à explorer.
Chambre confortable et climatisée, pas de problème de wifi.
Possibilité de manger à l’hôtel. Petit déjeuner très bon avec possibilité de demander qu’on nous fasse une omelette.

The people in the receptory extremely sociable and very helpful, the hotel is extremely clean, the location of the hotel us fantastic and you can get access to all tge pkaces, the service, ckeanless,room servixe was amazing, I had no issue with the language, and tgere was no barier, the sona, steem room, and Turkish batj was amazing and the massage was was extremely relaxing and I recommond every to do it and it is extremely cheap and worth for money...thank you so much for all the staffs in the hotel. Mofak salman. Uk. Coventry