Отель в хорошем состоянии, но отношение администрации отеля к людям ужасное The hotel is in good condition, but the attitude of the hotel management towards people is terrible

This article is for those who are currently looking for ski resorts in the Carpathians. If you opted for the Golden Horseshoe Hotel in Slavsk, then I think that this article will be interesting and useful for you.
So, in early December 2017, my family of five decided to have a rest in the Carpathians for the New Year. Among our close friends, we did not have anyone who could advise where it is better to relax, so we decided to do the search ourselves. The most convenient way was to find places on the website www. booking. com. We went through several options, but either there was no photo of the hotel (home), then there was no information about the distance to the lifts and slopes, then the reviews were not very good ...In general, after a week of searching, our choice was at the Golden Horseshoe Hotel. Employees from www. booking. com said they needed a prepayment before the evening, but since it was the weekend, we did not have the opportunity to transfer cash to the card, and then transfer the money to their account.
Then I called the hotel administration directly and they offered me to refuse the services of an intermediary site and gladly offered the payment option for the New Year's tour from 30.12. 17 to 04.01. 18. Just like on the website https://www.turpravda.ua/ur/slavskoe/Zolota_Pidkova-h38460.html#reviews there were complaints from former guests about water shortages, I clarified how things are at the moment, to which they answered that everything had been repaired a long time ago and there were no problems for a long time.

We decided not to go by car, but by train. Tickets for 29.12. We could not get 17, we were only on 27.12. 17. Therefore, we again called the administrator Olga and she offered us an additional tour from 28.12. 17 to 30.12. 17 in the same suite. We agreed. We made an advance payment of 90% of the cost of services (UAH 1031 + UAH 17299) for two tours from 28.12. 17 to 04.01. 18 in a suite (see photo Booking #20171228- 4237-21225692 and #20171230- 4237-20939802 see photo). The rest of the amount was 2407 UAH, which we must pay upon arrival to a bank card.
So, our impressions of the Golden Horseshoe Hotel.
As they say, it is better to see once than to hear 100 times (photos and videos are attached) …
Upon arrival in Slavsk, we were met by the driver in a minibus and taken to the hotel. For 3 km to the hotel the amount was 140 UAH. (UAH 20 per person, including children, i. e. UAH 100 + UAH 40 from a young couple who also traveled with us along the way. This is with regard to the transfer, which is indicated in the contract (probably forgot to indicate that this is at the expense of the client. ) At about 13.00 we got to the hotel.
A few words about the hotel itself… The main building of the hotel consists of two floors. On the second floor there is one suite and three standard rooms. All rooms have access to the terrace-balcony, which is located around the entire perimeter of the building. On the ground floor there are: one standard room in which the hostess lives, a banquet hall 3 by 4 meters with a fireplace, a kitchen, a toilet, a reception in the form of a bar and a small hall for staff.
On the adjacent territory there is an ecodimik with two comfort rooms and a sauna. In the yard there is a gazebo, wooden swing, barbecue, parking for 5 cars and a small building for security. Behind the fence flows a small river. The hotel is located in a picturesque place, around which there is a wonderful view of the river and mountains. First impressions were good, but unfortunately it didn't last long.

Upon entering the hotel, we were told that our room was occupied and we were offered two separate standard rooms instead of our suite, arguing that people had not yet left and we could enter it the next day. Considering our good mood and lack of desire to swear, we agreed. Upon entering the rooms, it turned out that there was no water in the hotel !! ! ...From the words of the staff and residents of the district, it turned out that this problem has always been and remains. The well that supplies water to the hotel was made in violation of the rules.
The tenants who lived in our suite at the time said they had been without water for the past three days. After dinner, the administrator Olga came up to me and asked me to come to the hostess of the hotel, Irina Viktorovna Agafonova, about payment. Agafonova I. V. said that we need to pay the remaining amount of 2407 UAH, and in cash. After listening to her, I said that I was ready to pay her even now with a card, as previously agreed on the phone, but only when I enter our suite and see water in the rooms. On this we decided. Until the evening there was no water in the hotel, and the desire to wash after the train was great, so we were forced to look for alternative options. At dinner, we met a young couple who came to this hotel with us, the guys were also from Odessa. After discussing the options, we decided to go wash in the "Chan", since there were two of them 200 meters from the hotel.
Having agreed with the staff of one of them, we went there. By the way, who has not been yet, I recommend ...We were for the first time and we liked it. Returning from the Chan, we asked to change our towels, but the hostess was only surprised at this request. Returning to the rooms, we found that there was a small pressure of water and you could wash things, but it turned out that the sink was completely clogged and the drain in the shower cabin did not work even with a small pressure of water. (see photo and video). I went downstairs and asked the hostess for a plunger and tried to clean it myself, but to no avail. Then I asked the hostess to do something about it. A security guard came to us, dismantled the entire washbasin and made it in 20 minutes. I also asked the security guard to open the doors to the terrace for us, but as it turned out, all the handles from the doors to the terrace belong to the hostess.
The next day after breakfast, I asked the administrator when we could check into our suite, to which she told me that after dinner. We packed up and went to the mountains to ski, gain positive. Upon arrival back at the hotel, we were told that it was possible to move to our suite. The room itself is located above the main entrance to the hotel and the lobby. Due to the fact that there is no sound transmission here, so be prepared for the fact that when you open and close the entrance doors to the hotel, with constant swearing from the staff in the kitchen on the first floor, you will hear all this in your room, but at that moment we didn't know that. After we moved all our things to the suite, it turned out that the bed linen, towels and toilet paper needed to be taken from the previous rooms. How do you like the service? But at the same time, Agafonova I. V. again did not forget to remind us of the balance of the amount of money in cash. We settled.

Upon entering the suite, it turned out that the TV, the wall-mounted converter-heater were not working, there were no bathrobes, garbage with toilet paper from the previous tenants had not been thrown away, and there was mold under the windows (see photo and video).
I had to go back to the owner. A security guard in dirty boots came, changed the channel tuning receiver for the TV and the converter-heater. In the morning, I asked the maid to throw out the garbage from the toilet, bring toilet paper and vacuum the carpet on which the guard was trampling. And after half an hour, the hostess of the hotel expressed her dissatisfaction with me that the maid got off schedule for half an hour because of us.
The water in the room was intermittent and at the same time terribly smelled of hydrogen sulfide, so the teeth had to be brushed with bottled mineral water.
After the end of the first round, we thought that at least the towels would be changed for us, but that was not the case.
A week later, out of six towels, they took three from us and said they would change it, but they didn’t bring it until the end of the check-in, and there were no bathrobes at all. The reason turned out to be banal, all linen is washed in one washing machine, which is located in one of the two comfort rooms of the eco-house, and dried on the street, but since it was constantly raining and snowing, it hung there all our stay at this hotel (see . video).
29.12. In 2017, only 2 rooms were occupied in the hotel, so the chef girls still managed to cook on time and, at the same time, it should be recognized that it was delicious. Rest in the mountains and good cuisine smoothed out all the inconveniences and negative atmosphere in the hotel. But it wasn't long. The next day all rooms in the hotel were occupied. People came from Rovno, Dnepropetrovsk, Kyiv and Odessa. One couple from Rivne, due to the lack of available rooms, was forced to book a comfort room in an eco-house, in the very place where there was a washing machine.

According to them, when they went there, they were in shock. The photos on the website and the actual situation in the room were very different. A serious scandal began between them and the hotel administration in front of all the guests, so Agafonova I. V. was forced to offer them to exchange rooms with her. Thus, the guys began to live in the hostess's room, and the "queen" herself lived in an eco-house. Daily water problems continued and there were daily delays in serving meals for breakfast, lunch and dinner, which were up to two hours. Often the food was not what was ordered.
I also want to dwell a little on the promotions that lure the hotel administration. In the contracts they write (see photo) that 1 hour of sauna is given as a gift, but for some reason they do not write that no one will heat it for you for an hour. If you want a sauna - please, only for at least two hours, but pay 250 UAH for the second hour.
If you agree with neighbors from other rooms to combine your “gift” hours in the sauna, then you will also be refused, because it’s not supposed to. But that's not all - people who live in a comfort room in an eco-house will not let you in at all, because the bathrooms of the comfort room and saunas are shared, and the administration will tell you that, unfortunately, the sauna is now out of order ...If You still manage to agree on a sauna, then people who live in a comfort room will simply have to sit in their room, and you will accordingly go to their shower and toilet (see video).
The New Year was approaching and Agafonova I. V. decided to make a “surprise” for all the residents of the hotel. According to the contract for the new year, there should have been a New Year's program from 22.00 to 31.12. 2017 with live music, Santa Claus, fireworks and a festive table overlooking a burning fireplace. The festive table, according to the contract, included a menu for two in the amount of 500 UAH.
as a gift (choose any of the options). The rest of the menu, if desired, could be ordered before, to choose from (see photo).
But it turned out that the choice is small. All residents were given a second sheet with a menu in the amount of 1800 UAH, which must be paid per person!! ! (see photo).

As Agafonova I. V. put it, we live in her hotel and must follow her rules. After long conversations and scandals, a compromise was found and most of the residents paid the indicated amount, with changes to the menu, but not per person, but to choose from - for example, 3600 UAH were paid from our room . . As a result, we should have had a New Year's table about 4 kg of food for 5 people with children. Some paid more, some less. For you to understand, there is no question of any checks for any services at all, since all payment is made in cash, and at best by card. By the way, withdrawing cash in Slavsk is a big problem, because there is only one ATM (Oshchadbank).
So, as it was the New Year holidays, he did not work.
On December 31, after dinner, we saw empty tables covered with tablecloths and a saxophonist who periodically played his saxophone. Until 23.30 the tables were not laid yet, therefore, none of the hotel residents sat down at them. Around 11:30 pm, everyone began to converge on the banquet hall. The saxophonist or any live music was gone. The fireplace was blocked by an additional table and they did not kindle it. Table service was amazing. On the tables of many visitors, instead of normal plates, there were saucers from the tea service. By the beginning of the new year, less than a third of what was ordered was brought to the tables (see photo and video). After the president's New Year's greetings, Santa Claus came with the Snow Maiden (a guard in disguise and someone's daughter), who forgot the words, and after a couple of minutes we were invited to go out into the yard like fireworks. And that was the end of the whole program.
We could talk a lot about our indignations ...In general, in order not to spoil the New Year for ourselves, everyone decided to celebrate as they are and already get together the next day at 11.00 and decide what to do next.
On the morning of January 01, at 11.00, all the hotel guests gathered in the banquet hall and saw the remains of trout on the tables (see video). Everyone began to demand explanations why there was such an organization of the New Year and why more than half of the ordered dishes were missing from the tables. We did not get a clear answer from the administrator. Agafonova I. V. did not come out to us at all, but was in the room of the eco-house. As a result, at 11.34 I called the line 102 and later, in the presence of the police, a collective complaint was drawn up addressed to the head of the Skole police department, registered under No. 11 of January 01.2018 (see photo). Half an hour after the arrival of the police, Agafonova I. V.

left the room to the police with a claim, who allowed them to enter the territory of her hotel. Having received an intelligible answer from them, Agafonova I. V. began to shoot on a mobile phone, but she refused the request to give explanations on the merits of the case, referring to Article 63 of the Constitution of Ukraine.
After the police left, Agafonova I. V. said that she had never seen such ungrateful guests!! ! It became clear to us that there was nothing to talk about and no one with.
In order not to spoil the rest of their vacation, all the hotel guests made their own holiday - they spent days relaxing on the mountain slopes, and in the evenings they had fun together in the gazebo by the barbecue (they bought firewood at their own expense). In general, apart from the conditions in the hotel and the attitude of its management, the rest was excellent. On the site I read a lot of negative reviews about the administrator - Olga, but my subjective opinion is that everything here comes from the owner of the hotel - Agafonova I. V.
, which creates all the problems and inconveniences and makes compromises with great difficulty.
Naturally, this lawlessness cannot be left like that, therefore, after arriving home, we sent documents to various authorities against Agafonova I. V. with further filing a lawsuit against her. Witnesses and information collected more than enough. In addition, it became known from unofficial sources that Agafonova I. V. has not paid taxes since 2016!!!
I hope you don't have to experience all this for yourself. In general, it is up to you to make your choice, how and where to relax - good luck!

photos and videos here: https://drive. google. com/drive/folders/1CYd7FLqZchQ9qo5hcDr_0mxQrkGypnIE? usp=sharing