Kempinski Hotels in Moscow

The location is very good and we have stayed here many times. Some of the hotel facilities are old and need to be renovated (but the renovation at the main entrance has been ”underway” for a long time for unknown reasons). The hotel staff are very enthusiastic. Unfortunately, the hotel does not seem to recognize the online payment function of the Ctrip platform, and the bill processing procedures are unclear: When we stayed last time, we had already prepaid the room fee online, but we were still charged twice at the hotel; because we found out about the repeated charges after checking out, when we checked in again this time, after multiple, ”complex” calculations and explanations, we finally got the confirmation that ”the last time the deduction was indeed repeated” until we checked out. As a loyal user of both the Ctrip platform and the hotel, we feel very sorry! Please strengthen contact with the hotel to ensure user experience and fair charges.