claudiogA5166HU
2025 年 5 月 21 日
We selected the hotel for our stay in Zagreb based on the excellent travellers reviews. However, the hotel was WELL below our expectations. First, we arrived at 15:45 (check in was at 15:00) and the room was not ready. The front desk managed to have it available by 16:15, and managed well our frustration, after a long travel day from Argentina to Croatia. On the second day, things got very disappointing. By 16:00 the room was not cleaned. I also noticed that the in-room coffee maker was not working. I complaint to the front desk, and they told me that someone was going to fix it promptly. By 16:30, still with no response to the claim I talked again with the front desk. They response was a series of excuses: "we understand", "rooms are also cleaned in the afternoon", "there is only one housekeeping person available now", "we sent someone to your room with a replacement coffee maker - FALSE, we were in the room all the time and nobody came". When I told them that also the air conditioning was not working and the TV had no signal, the answer was "you should have told us", instead of them taking of the services provided in the room. When I asked to talk to the Manager on Duty, shown in a sign at the front desk, they responded "he is not in the hotel now, will come tomorrow morning, I am the acting manager on duty". After all this mess, I left for a walk (nice city Zagreb). Upon returning, the room was cleaned, the coffee maker was replaced, the air conditioning and the TV are still not working, and no apology was provided. I am glad I am checking out tomorrow and put this frustrating experience behind us.
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