Gradiali Wellness and SPA

Отличный отель, прекрасная спа зона, но завтрак для такой цены слабоват. Убирать за собой после завтрака самому это вообще странно, впервые такое вижу в отелях, не говоря уже о 4 звёздных

Although the SPA area is modern, clean and aesthetically pleasing, the overall level of service and attitude towards the guest did not meet the hotel’s positioning or even the basic standards of hospitality. We stayed for just one night – as Klaipėda residents, we chose to stay in Palanga for one clear reason: to enjoy the pool and sauna area without rushing, both on the day of arrival and the day of departure. The voucher was purchased via noriunoriunorius.lt, which clearly stated: “2 hours per day in the pool and sauna area for 2 people.” Upon arrival at 15:00, we waited in line for around 40 minutes. Understandable, given it’s the beginning of the season and guest flow is high. However, during check-in, when we asked about a bathrobe and crib for our child, we were assured everything would be provided. Unfortunately, neither was in the room. Calls to the reception went unanswered. I went in person – they promised to deliver. An hour passed – nothing. I went back again and had to find everything myself. The following morning, after breakfast, as expected, we were preparing to go to the pool. Only then were we informed that the pool and sauna area would open at 12:00, which coincided with our scheduled check-out time. We had received no prior notice – neither during check-in nor afterwards. Reception staff admitted they had only learned about it that same morning. Situations like this directly contradict the hotel’s own published rules, which state that guests must be informed in advance via the official website of any changes to the operational hours of wellness areas. When we requested to extend our stay by a couple of hours so we could actually use the service we paid for, the situation was taken over by administrator Evelina. Instead of offering a constructive solution, she stated that the pool was only included for 2 hours total during the entire stay. This, however, is a clearly misleading interpretation that does not align with a reasonable guest expectation. The wording of the voucher specifically says “2 hours per day.” Logically and by industry standard, this means 2 hours on the day of arrival and 2 hours on the day of departure – the two calendar days the guest is actually staying at the hotel. If the intent was to offer a one-time 2-hour visit for the entire stay, it should have been clearly stated as “2 hours per stay.” It was not – and therefore interpreting this to the hotel’s advantage is unfair and misleading to the customer. In other words – the service was partially withheld, key changes were not communicated, and staff were unprepared to offer any reasonable solution. To summarize: – Customer service was fragmented and uncoordinated. – Communication about service changes was insufficient. – The voucher conditions were interpreted unilaterally in the hotel’s favor. – Staff communication was formally polite, but entirely unhelpful. I consider this a serious lapse in service professionalism – particularly for a hotel th

We were here with a family. Polite and friendly staff. Good service and tasty food. Our room (mini-suite) was wide. If we are speaking about heating the room was too hot for me. Needed to air the room. Fresh air from a pine forest was adorable. Great location near the forest and the Baltic sea.