Heritage Hotel Suites and Spa

Located at the center of Lakeside road. Very traditional design but only have two towels in the room and they look a bit dirty. On the official website it’s written “free airport transfer”, we have asked the reception staff and have been told this service need additional charge. We asked the clarification of the service written on the official website but the staff said “I dun know”. The next day morning we reached to the manager, and has been told this service needs to be reserve one day in advanced and only applicable to the reservation through their official website. If we book through any other online platforms this service wont be available. Caz we extended for one more night and didn’t go through the online platforms, I thought we are eligible for the transfer. Well, this is already a middle class hotel in Pokhara but I don’t find it worth with the service. They should anyway inform the customer during check-in. Also not enough training for the front line staff. Lack of consistency.

幫朋友訂的酒店，朋友反饋很不錯

The worst possible hotel in Pokhara, Nepal. DO NOT CALL THIS A 4 STAR HOTEL, DOES NOT DESERVE EVEN 1 STAR!!!!! Pathetic service & horrible owner/director (despite knowing the issues, did not help - just sat there). We were a group of 45 friends and family including senior citizens, who booked the hotel with the only condition that we are given rooms in the new block with lifts. At the day of the checkin, they did not give us rooms in the new block with 100s of excuses despite seeing the senior citizens present which did not have a lift too. Pathetic food, horrible quality, no variety and very rude staff. Road side food is better than paying through your nose for this pathetic hotel. The 1st day the buffet food was completely over, the hotel staff were least bothered and did not compensate forget refuelling the food at the counter. Only 1 person was there - to help with the bags, to help with the restaurant and room service. Cook cum bottle washer, no proper staff at the property. Women felt very unsafe and not comfortable. No water in the room bathrooms, despite requesting the reception multiple times. They gave us a very tough time and a very unpleasant stay. Do not go by the pictures, it is all an eye-wash or the location, it is a sub-standard hotel that doesn't deserve a visit and your hard earned money. On the day of our check-out, the staff and owner did not open the gate due to some payment issue which was already cleared and did not reflect in their systems due to some internal error for them. They kept all 45 of us sitting in the lobby, without letting anyone leave the main gate. Furthermore, we had to put our own bags into the bus without any help from the hotel support staff. It was very difficult for senior citizens and women travelling with us, very uncomfortable too. I write this on behalf of 45 well-travelled members who are willing to write their own 45 individual reviews, but consider this a review from all of us. As a travel agent, I will never book this property for anyone or suggest it to any individual travelling to Pokhara.