I stayed at the Gudauri Inn, a four-star hotel in Georgia, on February 26, 2024. The hotel is located in a nice area, close to the ski resort and other attractions. The rooms were clean, comfortable, and well-equipped. However, I had a disappointing experience with the reception manager, who was rude and unprofessional. She had a bad attitude from the beginning and did not handle my complaint properly. I ordered three margherita pizzas from the hotel restaurant, but one of them had a burnt base and was inedible. I returned it, but they refused to replace it or refund me because the kitchen was closed. The next morning, I asked the reception manager about it, but she was sarcastic and dismissive. She said, “Sorry, your pizza was burnt and we could not do anything about it.” I felt insulted and frustrated by her response. The rest of the restaurant staff were friendly and helpful, but the reception manager ruined my impression of the hotel. I think she needs to improve her customer service skills and learn how to deal with complaints in a respectful and professional manner. Overall, I would rate the hotel 1 out of 5 stars. It has a lot of potential, but it needs to work on its management and communication. I hope they can address these issues and provide a better service to their guests in the future.
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