Imperial Plus Urban Smart Hotel Thessaloniki

Staff is excellent. Breakfast not out of this world but enjoyable every morning. Rooms are modern with great amenities/attention to detail.

Couldn't quite figure out how to keep the AC from freezing the room, but that's likely more to do with me not using it correctly. Could use a blanket in the room as opposed to just a sheet

I recently stayed at Imperial Plus Urban Smart Hotel in Thessaloniki and unfortunately my experience was very disappointing. Upon arrival around 2:00 AM, we discovered that the room had no blankets or bed covers. The night receptionist was polite and promptly brought some, which I appreciated. However, the blankets provided were visibly stained, worn out, and appeared unclean. The room itself looked renovated at first glance, but the quality behind the appearance was poor. The mattress was extremely uncomfortable, and the pillows were excessively firm, making it nearly impossible to get a good night's sleep. The following day, I asked the front desk if softer pillows were available. The employee I spoke with was rude and dismissive, stating that they only carried one type of pillow. He eventually brought two alternatives, but they were only slightly better. Cleanliness was a major concern throughout the stay. The cleanliness issues I observed in the common areas were specifically on the fifth floor, where our room was located. The corridors had large stains on the carpet, unpleasant odors, and generally appeared poorly maintained. I cannot comment on the condition of the other floors, but the fifth-floor common areas did not reflect the standard I would expect from a property marketed as a four-star hotel. The towels in our room appeared unclean and even had hair on them. On the final day, housekeeping removed all of our towels during cleaning and failed to replace them. The bathroom also raised safety concerns. There was visible water damage on the ceiling, the bathtub/shower area became extremely slippery when wet, and the glass partition was loose and unstable. The overall condition felt poorly maintained and potentially dangerous. During the night, the room's electrical system appeared to reset itself three separate times. The lights turned on unexpectedly, the air conditioning stopped working, and we were repeatedly awakened. In the morning, noise levels were excessive. The walls offered little to no sound insulation, and we could clearly hear guests in the hallways as well as housekeeping staff banging doors, moving equipment, and cleaning rooms. We were awakened around 8:00 AM and unable to rest. The lobby is modern and presentable, and the room design itself appears updated. Unfortunately, that is where the positives end. Behind the modern appearance is a property that feels poorly maintained, inadequately cleaned, and lacking attention to guest comfort. What surprised me most is that this property is marketed as a four-star hotel. Based on the cleanliness issues, room comfort, maintenance problems, noise levels, and overall guest experience, it did not feel anywhere close to the standard most travelers would reasonably expect from a four-star hotel. Considering the price charged, the value received was extremely disappointing. Aside from the helpful night receptionist who assisted us upon arrival, there was very little about this stay that met expectations. I cannot recommend this hotel and would not choose to stay here again.