Marriott Moscow Royal Aurora Hotel5.0 out of 5.0
Recent guest reviews
Hotel was very clean and staff was most helpful and kind. Area around hotel was very nice with walking distance to many attractions. Would recommend to both business and pleasure visitors. My only wish would be for a small retail shop to be in lobby for business travelers.
Good location and within walking distance of red square, Bolshoi theatre is a couple of minutes away Room was extra large with 2 king size beds and an enormous bathroom, very clean and comfortable Breakfast was excellent with everything you could ask for Staff were very friendly and helpful and the bar and restaurant prices were reasonable for a 5 star hotel
I stay at a lot of hotels but give 5 star ratings to less than 10% of them. The Marriott Aurora deserves the highest of accolades particularly as I am fairly cheesed off with Marriott at this time due to a booking mix up at another hotel. In fact I ended up at the Aurora because of that mix up (the issue is still unresolved) but it turned out to be a very lucky break if under unlucky circumstances. We stayed 2 lots of 2 nights at the beginning and end of a single week. Firstly, the hotel looks good with a spacious, modern reception area and everything in excellent condition. Our first room was very large with 2 double beds and a big sitting area. As always the bedding was really good - lovely feather pillows and crisp sheets. The second room wasn't as good and the check in wasn't quite so smooth. That interaction is my only complaint and something that should be easily resolved with a little staff training. Although we had requested 2 beds this type of room was not available on the second visit. Marriott reservations always include the caveat that the preferred configuration is subject to availability so it isn't something one can grumble about. However, the suggested alternative was the addition of a roll away bed which we were told came with an extra cost. When we looked suitably horrified at the extra charge the receptionist popped off to confer with another staff member and then told us that just for us it would be complimentary. We are both Marriott gold elite members, the reservation had requested 2 beds and we weren't planning on having more than the original 2 guests in the room so from my perspective there should never have been any mention of an additional charge for a roll away. Anyway, it was sorted out and while the room was smaller than the first one and still more cramped because of the extra bed it was still more than adequate for our needs. The in-room wifi worked very well in both rooms and there was also tea making equipment, an easy to use safe and a complimentary fruit plate. As elite members we were were able to use the executive lounge which was possibly the best that I have seen judged by the range of food provided and the extremely attentive service from the many staff. It was such a contrast to lounges that I used in the UK and US. The staff bent over backwards to be helpful, the food was constantly replenished during serving hours and the hotel was very liberal in allowing us to use the lounge after check out while waiting for our late train departure time. We were also allowed early check in for the second stay which also included use of the lounge. I would also like to compliment the concierges in reception who were informative and helpful suggesting places to go and printing off directions. It is worth noting that there is a money exchange office and an ATM machine in the lobby. Finally the location can't be beaten for anyone who is in Moscow to sightsee. The hotel is just down the road from the Bolshoi - we were home tucked up within 10 minutes of the performance finishing - and within fairly easy walking distance of GUM, Red Square and the Kremlin. All in all while this isn't a cheap hotel it is very, very good and I wouldn't hesitate to choose it over others in Moscow.
Located close to Moscow sentrum, the hotel offers a perfect service. Nice large rooms, perfectly clean, generallt good food and the traditional overvelming Russian breakfast. Fresh and tasty food and a perfect service.
I arrived at 5:00 am from a long haul flight. They gave me a room which you need to go through the restaurant. You can see the tables while entering my room. I went back to the reception and requested another room. They said no availability. I had no choice and went to Sleep. I woke up at 07:00 am after hearing cutlery and plates since breakfast already started in the restaurant next to my room. It was impossible to sleep since crowd gathered in the restaurant. It was almost sleeping in the middle of a restaurant while everybody is eating. When I woke up I tried to wash my face. There was no pressure on the water although we were on the second floor. Fortunately shower was ok. Clearly the the infrastructure needs some upgrade. Otherwise, this hotel has almost the best location next to Moscow's all the major landmarks.
Good standard hotel that I stayed in for two nights on a business trip. Booked it for location but mainly on price as it was a lot cheaper than the other hotels that usually stay at. The room we clean, pleasantly decorated and quiet with very comfy beds which resulted in a very good night’s sleep which is not something that always happens. It’s very conveniently located for Red Square etc, has good wifi and the staff were very friendly. I believe it has a reasonable gym facility although didn’t get the chance to use it.
Nice old hotel located minutes from Balshoi and Red Square. Rooms are pretty big but not wow decorated, air conditioning works only on cold so in the cold nights of September you need an extra heater. The Reception offers one but not before trying to offer extra blanket and hot tea instead of... The hotel is very clean and staff is very kind. Breakfast was ok but not very special. The Concierge was also nice. Many restaurants nearby and also upscale shopping. Nothing special also in the executive lounge. Could be better.
With all the construction around the hotel one doesn't at first notice what a lovely area it is in. Top European designer stores and restaurants are right around the corner in all directions. As other reviewers have stated the hotel is a well-run organization whose staff makes a point of being of service. Breakfast offers a wide choice of fresh fruits and vegetables as the usual eggs, cereals, etc. The Kremlin, Bolshoi Ballet, subway access and many other favorite tourists sites are easily walkable.
We are staying at the Royal Marriott Aurora for the second time and it constantly impresses with the level of service, positive staff and professional approach to meeting your every request... Nothing is too much for any member of staff and they all go out of their way to assist. The breakfast buffet is world class with an amazing variety on offer.. once again the very able staff are on hand to get whatever you need. I requested the same room as I previously had and this was met with a very pleasant 'of course'... Centrally located near both Red Square and the Bolshoi, the location is ideal to any visitor.
I'm torn between choosing the rating. The hotel itself was very good. Service had some big problems that need to be addressed immidiately. First the good: Very delicious breakfast. Breakfast area very pleasant and never felt crowded. Service at breakfast was great. Despite me leaving a tip for the housekeeping every morning, they never took it. Big comfortable bed. Close proximity to the Red Square and Kremlin Very walkable area around the hotel with lots of restaurants and shops. Near the famous Sanduni Bathhouse (to appear later in the review) Negative: It's so easy to spoil a good impression by providing bad service. My biggest disappointment is for the management (in the form of a day manager on Sept 5th). I have to admit that living in Japan has spoiled me somewhat. I expect good service and on rare occasions when things do not go right, I expect and usually get a formal yet sincere apology that makes up for the discomfort. Unfortunately, we never got that at the Marriott Aurora in Moscow. I speak Russian so the language problem was not a problem btw. More details of two unpleasant events: Two ladies upon the check in discovered that their room was not properly clean--there was a sock/stocking laying on the floor right in front of the window. Not what you want to find in your room. Once I complained to the staff at the reception, they sent someone to clean up the room. The young lady at the reception said she was sorry. However, when the cleaning staff showed up, it was sort of "oh, there it is." Picked up the sock and left without really saying anything to the guests. When I mentioned that to the reception and said that it's not leaving a good impression on their Japanese guests and that they should do something to mend the situation, the reception staff offered to send something up to the guests. The guests got some fresh fruit and nuts. So this was taken care of and no bitter feelings remained. However, we had a more unpleasant situation which occurred on Sept 4th. On Sept 4th (Monday), our last day in Moscow before moving onto Suzdal, we had scheduled AND booked Sanduni Bathhouse. As we were a group of 15, having a booking was important and the bath experience was also to be followed by a booked dinner at the bathhouse restaurant (which means that they prepared our food for a particular time). After a long day of sightseeing, we had just enough time to get to the hotel, grab some necessities (toiletries, fresh clothes, etc), and head out to the bathhouse. Imagine my shock, when two ladies called me to say that they could not get into their room. I hoped it was a problem with the magnetic key, but in the end, it turned out that it was a night-latch/door guard that got loose and locked the door from the inside. So I have 12 ladies ready to go sitting in the lobby, and no way to solve the problem for the two ladies who needed to get into their room. I informed the staff at the reception and told them that we are on a very tight schedule. They sent a male employee to look at the door, and of course, he was unable to open it. I was told by my ladies that their room is actually a connecting room, so I asked the male employee if he could try getting in through the connecting room. He was not sure if that would be appropriate. So, I had to take initiative and knock on our neighbors' door. They turned out to be very nice and understanding, however, after the staff brought a key for the connecting door, we discovered it cannot be opened from just one side. To make a long story short, with all that commotion, we lost 1 hour. The ladies said they would go without taking any of their things just so that they would not be holding up the rest of the group. And as soon as they did, the door luckily got opened by the maintenance crew. So we rushed 1 hour late to our bath appointment and our restaurant dinner. The staff at both the bathhouse and the restaurant were very helpful btw. I have to say I am relieved that our plan was to visit a bathhouse and not a ballet at the Bolshoi. Can you imagine how horrible it would be not to be able to get ready for something that special? Or to be late (especially for Japanese people who are so punctual). I waited to see what the staff would do to show that they were sorry when we got back about 3.5 hours later. Nothing. There was no note, not a single apple, nothing. I went back to the reception. The same staff was still there, so I didn't need to explain the situation. I just said that I was very disappointed the guests were not shown any courtesy. The young lady said, "so sorry. If they are not asleep yet, can we send something now?" The time was around 10.30pm. And I knew the guests had just returned and were packing for next day's departure. So I said if you can do it right away and quickly. If you can't, then just do something tomorrow at breakfast. So here comes the next part, at breakfast the next day, the guests (who do not speak much English btw) say "we had such a scary experience. We had a nock on the door around 1 am! Hotel staff brought a small box of chocolates". Almost at 1 am?! I was flabbergasted. How does it take almost 2 hours to bring a box of chocolates? All it had was a Marriott ribbon on it. We were checking out that morning, I approached the reception staff and conveyed my disbelief and displeasure. What really ticked me off was the attitude of a young woman working the reception. There was not a single ounce of remorse or sorry in her. I asked to speak to the manager--surprise surprise. She was the manager. She said "It was a door guard that locked the door from the inside. It happens sometimes". Not what I wanted to hear. For a little while, I thought that I was overreacting and her attitude was not as bad as I felt it was, but our Japanese speaking guide was next to me and she too said that the manager was very rude. So my anger hadn't clouded my judgment. After I stepped away from the reception desk, I had to return because I wanted to get the manager's name. I told her that her apologies (which in fact there wasn't one) didn't make the situation better. I asked for her name, and she jotted it down on a piece of paper. I read both Russian and English, and I still cannot decipher what it is! I know the first name is Olga. Have no idea what her last name supposed to be cause it's unreadable. The manager was working the morning shift on Sept 5 (Tues), she had short hair and big attitude. What I'd like to have done is to take care of the locks/door guards. If that was not the first incident of the sort, it means that problem needs to be addressed ASAP. Also, I would like to see management setting a good example to the rest of the staff instead of doing the opposite.
Reviews from Trip Advisor
92% of guests recommend this hotelTotal of 1013 reviews