Sheraton Grand Tbilisi Metechi Palace

I would like to sincerely thank the team at ATI Restaurant for their exceptional hospitality. My stay was truly wonderful, and I was impressed with the service in every aspect. The staff were consistently attentive, kind, and always ready to help, which made me feel very welcomed throughout my visit. I especially appreciated the efficiency of the service and the attention to detail, which made my overall experience extremely comfortable and enjoyable. The hotel’s location is excellent, offering a beautiful and memorable view, and I also really enjoyed the food — everything I tried was very well prepared and delicious. Thanks to Akaki and Gvanca for their professionalism and warm attitude — their care and support left a very positive and lasting impression on me. I will definitely be returning again. Thank you to the entire team for such a memorable stay.

The hotel was fine until one incident completely changed my experience. At 9:00 a.m., I was woken up by housekeeping. I asked the staff member to come back later and placed the "Do Not Disturb" sign on my door. At exactly 12:00 p.m., before leaving the hotel, I changed the sign to the housekeeping/service sign to indicate that my room could be cleaned. I was out of the hotel for around 10 hours. When I returned at 11:00 p.m., I found that my room had not been cleaned at all. I went to reception, where two night shift staff members ( one female, working on 5/8/2026) were extremely rude. They insisted that my room had been on "Do Not Disturb" all day. I even asked them to come upstairs and check, but they refused. Instead, they told me they could not clean the room and would only send towels. Unfortunately, they didn't even do that. I was left waiting for 45 minutes, repeatedly ignored, before they finally took some sort of action. This level of service is completely unacceptable. I have stayed at many Marriott Bonvoy hotels, and this is by far the lowest standard of customer service I have experienced. The night shift staff were rude, dismissive, and unhelpful, and the way this situation was handled was extremely disappointing.

Recently stayed at the Sheraton for a conference and could not have been more taken care of and satisfied with my stay. From the professionalism and kindness of the Front Desk to the friendliness and extremely accommodating nature of the cafe, my stay was exemplary. Tbilisi is a truly beautiful, historic city and the Sheraton made my stay during a very busy and hectic couple of days easy and enjoyable. Many sincere thanks to the team and hope to make it back!