Hotel Esmerald Ksamil

Pros: Location: 5/5 Cons: Customer Service: 1/5 Cleanliness: 1/5 Pros: The location is perfect with the ocean view. Restaurants and beach places were across the street. Cons: We stayed here for 4D3N and we did not have a good experience. The receptionist was very rude. First of all, for a “hotel” there was no shower gel or shampoo, no welcome bottle of water or coffee/tea sachets though upsetting but we can let it slide. We just got used to staying in hotels which were basic inclusions. What made us piss was the way the receptionist responded when he was asked for a shower gel/shampoo and said thats the amount we paid. But, *** for 4 days & 3 nights wasn’t cheap! NO ROOM CLEANING. THERES A LEAKED IN OUR TOILET. We had to clean it ourself and put the towel on the floor bcoz no one cleaned our room since we checked in until we checked out. No one collecting the garbage and no one replacing towels or tissue rolls. NO 24-HOUR RECEPTION. No telephone inside the room to contact them in case of any concerns or problems. I had to Google their number and use my cell phone to reach the receptionist at midnight. And again he was rude when I approached him about our light tripping on-off 3x and the aircon was not working though he was rude and sarcastic saying “i told you already close the door!”. He was saying also he’s sleeping, Its like I disturbed his rest. They need deploy someone available 24 hours for queries and security. Although the location was excellent, I hope they train themselves with good customer service. P.S. HE RANG US JUST TO CONFRONT US FOR MY FRIEND’S GOOGLE REVIEW. THE AUDACITY OF THIS GUY TO SCOLD US BCOZ OF TOWEL ON TOILETS FLOOR WHICH WAS LEAKING AND NO ROOM CLEANING. VERY RUDE! ALBANIA IS LOVELY BUT NOT THIS HOTEL EXPERIENCE. NOW I REGRETTED USING MY PHONE TO CONTACT HIM. I DONT FEEL SAFE W/ MY PRIVACY.

The hotel’s location is excellent, with direct beachfront access, beautiful views, and a convenient setting. Unfortunately, the quality of service did not match the quality of the location. The staff were generally not welcoming, and customer service was disappointing throughout our stay. During our 4-day, 3-night visit, our room was never cleaned, which fell well below the standard expected from a hotel. The room also lacked basic amenities. No complimentary toiletries, such as shampoo or shower gel, were provided, and there were no cups available in the room. When I raised this concern with a receptionist, I was informed that these items were not provided based on the room rate we had paid. Regardless of the rate, I believe basic toiletries should either be available to guests or clearly communicated before booking. I was also surprised that checkout was required at 8:00 AM, which is considerably earlier than what most hotels offer. In addition, no breakfast was provided on the day of departure, which was disappointing. What concerned me most was the response to my honest Google review. Rather than addressing the issues raised, the owner contacted us directly and told us not to return to the hotel. As a business owner, responding to constructive feedback in this manner is unprofessional and unacceptable. Guest reviews should be viewed as an opportunity to improve services, not as a reason to discourage future visits. I would encourage potential guests to read both the positive and negative reviews carefully before booking. You may notice that a significant number of previous guests have raised concerns similar to those experienced during our stay. While the beachfront location is certainly a highlight, the lack of hospitality, housekeeping, basic guest amenities, and the management’s response to customer feedback resulted in a disappointing overall experience. I hope these issues are addressed for the benefit of future guests.