Custos Hotel Lubyansky

The hotel's most notable feature is its prime central location, nestled in a quiet courtyard, offering a peaceful retreat despite being in the heart of the city. This makes it an excellent choice for sightseers eager to explore major attractions on foot, as well as business travelers seeking convenience. Many guests highlight the staff's helpfulness and the hotel's overall cleanliness, contributing to a pleasant stay. However, feedback on room comfort and dining quality is notably mixed. While some find the accommodations cozy and well-maintained, others report issues with heating, room size, and noise. To ensure a satisfactory experience, it is advisable for guests to request to view their room before finalizing payment, especially if specific room features are important. Additionally, light sleepers should consider bringing earplugs due to potential noise transfer between rooms.

Facilities & Amenities
The hotel offers a range of basic amenities to enhance guest convenience, including complimentary water and coffee in the rooms, and a general provision of bathroom amenities. However, several guests noted the absence of specific items like toothpaste and toothbrushes, which are not even available for purchase on-site, requiring guests to bring their own. Room size is a recurring concern, with many describing them as very small, impacting overall comfort and storage space, as some rooms lack adequate closet access or hanging space. Guests also reported issues with the hotel's elevator, which was sometimes out of order, posing a significant challenge for those on higher floors. Furthermore, the lack of sufficient hangers in bathrooms and closets was a common complaint, making it difficult to organize belongings. Some minor amenities like teaspoons were also occasionally missing, adding to minor inconveniences.

Cleanliness & Room Comfort
Guest feedback on room comfort and cleanliness is highly varied. Most guests appreciate the comfortable beds and freshly renovated feel of some rooms, noting good water pressure and quick access to hot water in the bathrooms. Daily housekeeping and fresh towels are also frequently mentioned positively. However, a significant number of reviews highlight persistent issues with cleanliness, particularly stained carpets and the presence of mold in bathrooms. Many rooms are described as cold, with non-working air conditioning or heating systems, leading some guests to request heaters. Poor sound insulation is a major concern, with guests frequently hearing conversations and noises from adjacent rooms and corridors, severely impacting sleep quality. Some rooms are also criticized for being dark with small windows, creating a basement-like feel, and some mattresses are reported as very hard.

Dining & Food Quality
The hotel's dining options primarily revolve around breakfast, which receives consistently negative feedback from guests. Many describe the breakfast quality as poor, with items like rubbery pancakes, cheap sausages, and "plastic" vegetables being common complaints. A significant issue is that breakfasts are often served cold and are brought directly to the room, as the hotel reportedly lacks a dedicated kitchen or cafe for on-site dining. This also means there are no other food options available for purchase within the hotel, such as tea or coffee outside of breakfast hours. Guests also found the breakfast cost to be disproportionately high given the quality and limited selection. Furthermore, the breakfast hours are quite early, requiring guests to select their meal the evening prior, which can be inconvenient.

Location & Accessibility
The hotel's central location is overwhelmingly praised as its strongest asset, making it an ideal base for exploring the city. Situated in a quiet courtyard, it offers a peaceful environment away from street noise, a significant advantage for guests. It is within easy walking distance of major attractions such as Red Square, Zaryadye Park, and various museums and theaters. Guests appreciate its close proximity to multiple metro stations, including Lubyanka and Kitay-Gorod, providing convenient access to all parts of the city and public transport. The surrounding area is rich with restaurants and shopping centers, offering diverse options for dining and entertainment. While the hotel entrance can be a bit challenging to locate initially, guests generally find the overall accessibility and convenience to be exceptional. Parking is also available for those traveling by car.

Staff & Service
Guest experiences with the staff and service are notably mixed. Many guests commend the reception staff for being attentive, friendly, and helpful, particularly in assisting with directions and resolving issues. Specific individuals are highlighted for their politeness and willingness to go the extra mile, such as aiding with special requests or registration. However, a considerable number of reviews report negative interactions, citing slow check-in processes and a perceived lack of enthusiasm or professionalism from some front desk personnel. Issues with housekeeping are also frequently mentioned, including rooms not being cleaned, garbage not being removed, and guests having to request basic supplies like toilet paper. When problems arise, some staff members are described as unhelpful or even rude, leading to frustration and prolonged resolution times for guests.

Additional Information
Guests should be aware of several important details when considering this hotel. A significant concern raised by some is the hotel's policy of booking cancellations, with instances of reservations being unilaterally canceled due to overbooking, even for long-standing future stays, causing considerable inconvenience. The thin walls contribute to significant noise transfer between rooms and from the corridor, making it challenging for light sleepers to get restful sleep. The hotel also has a strict policy regarding outside food delivery, requiring guests to personally retrieve their orders from the entrance, which can be particularly inconvenient for those on higher floors. Additionally, guests have reported being charged fines for broken items, even for minor damages to poorly fixed fixtures. Some reviews suggest the hotel is primarily geared towards business travelers, implying it may not be as suitable for families or those seeking a more leisure-focused stay. It is highly recommended to request to view the room before finalizing payment to ensure it meets expectations, as room types can vary significantly.