Canopy by Hilton Zagreb City Centre — Hotel in City of Zagreb

I think I’ve never left a bad review in my life and certainly not this long but this was the worst customer experience of my life.

We were staying for one night in Zagreb with our small dog and chose Canopy on Booking based on pets allowed filter. To make sure about the conditions of pet stay I’ve sent the hotel a message upon reservation. They answered the pets are allowed with an extra charge of 190 Kunas (approx. 25 euros). For us that was fine and we confirmed the stay. We payed in advance after arrival and check in and we wanted to have a drink on empty outside terrace in the afternoon. The waiter informed us pets are not allowed on the terrace because they serve food there. We were surprised to find that out, since the hotel booking page doesn’t explicitly states this policy, neither their answer to our message and nobody told us upon check in. We didn’t make it a big deal since there is plenty of dog friendly places in Zagreb. My partner left and went with our dog to the room, I stayed for coffee and drinks. We had an event to attend and we had late dinner outside the hotel with our dog. The big deal happened next morning. After having a shower in the morning the shower completely flooded the bathroom and the room. The drainage was full of hair and obviously dirty. I called the reception and they’ve sent technician. He arrived immediately and called the cleaning staff. They all came into the room without masks. We went out of the room with our dog, out of bed basically down to the bar lobby and asked to make an exception in this situation and serve us a coffee on the completely empty outside street terrace. They refused and both supervisor and manager insisted on their strict no dogs on terrace policy not even offering a coffee to go.

The flooded room due dirty shower drainage means just one thing, cleaning is not thorough and for me reason enough to never stay here again. Poor customer experience in situations like this just confirms my decision. I won’t comment on mask situation during worst corona numbers in Croatia.

I think the young people working on reception and bar were very polite and professional and this review is not about them. It is about hotels terrible corporative management style that doesn’t really care about anything except their strict sanitary policies. But only when it comes to guests with pets on terrace and not when it comes to cleaning and...

Well what can I say, I have been using the Hilton chain of hotels for over 6 years, both for work and private trips. This was my 1st stay with the Canopy brand.

Now for the good stuff: The hotel is nicely designed and decorated, the rooms have great big beds, perfect shower, soundproofing and amenities (TV/storage space/etc). The room service ladies were very friendly, spoke good English and answered all my questions. Parking is perfectly located below the hotel and there were plenty of spaces available (middle of the holiday season, early August) The hotel is in a building with a small shopping centre which has a DM shop, all the cosmetics/snacks/toiletries you could want. some restaurants/cinema also in the same building but we did not use them There is a great Thai massage studio just 2 minutes walk from the hotel. Reception/bar/restaurant are nicely decorated, plenty of books/magazines to read also freely available. The hotel is close to the city centre and there is plenty of public transport nearby. There is a park 400m from the hotel, so if you are travelling with a dog, there is a place to walk it.

Now on to the negatives, which is why I gave this place 1 star, perhaps the management will take notice and make improvements. The same feedback will be shared in writing with Hilton HQ.

Reception/restaurant/bar service is absolutely terrible.... 3 people manning reception (2 staff + 1 trainee), yet you have to wait a long time for a simple check-in procedure to be completed (room was booked and prepaid long ago). The restaurant manager refused to let us eat with our well-behaved and trained dog, even when the dog would be sitting in reception area. The bar staff also refused to let us in, including the outdoor terrace, because we had a dog with us. We would have spent around €150-200 for dinner for 4, your loss dear hotel management.

The whole attitude of the staff is just wrong, this is an expensive 4 star hotel under the Hilton umbrella, you really need to train your staff or find more suitable candidates. Being rude to customers, chatting to each other while working and ignoring clients is just not acceptable.

So in summary, a great hotel, terrible service. I will definitely not be visiting this place again and will be staying at other Canopy...

I recently stayed at the Canopy by Hilton Zagreb City Centre and I must say, I was quite disappointed with my experience. This stay was in stark contrast to a previous visit in 2020, where I had a fantastic time. Here's a review of my recent stay:

Room Discrepancy: One of the main issues I had with this stay was the discrepancy between the price and presentation of the Two Double Beds Room and the Premium Two Double Beds Room. The price difference did not seem justified, and upon arrival, it was unclear which room I had actually booked. This ambiguity was frustrating and led to a sense of dissatisfaction from the very beginning.

Missing Amenities: The room description on the hotel's website mentioned bathrobes, but these were not provided in the room as promised. We had to ask for them separately, which was an inconvenience. This discrepancy between the advertised amenities and what was actually provided was disappointing.

Tasting Experience: The hotel's website also mentioned a tasting experience, but we were informed upon arrival that it was only available at certain times and on certain days. This was not clearly communicated on the website, and it created false expectations. When we complained to the reception, the staff seemed indifferent and unhelpful, which added to our disappointment.

Room Refrigerator: The room's refrigerator was empty, and there was no minibar. We intended to use it to store some perishable items, but it was barely cool, causing our cheese and ham to go bad. This issue further detracted from the overall experience.

Breakfast Quality: The breakfast provided at the hotel did not meet the standards I expected from a Hilton/DoubleTree property. The scrambled eggs had a terrible smell, indicating they might have been spoiled. We had to request fried eggs as an alternative, which was an inconvenience and disrupted our meal.

Overall, my recent stay at Canopy by Hilton Zagreb City Centre was disappointing compared to my previous experience in 2020. The issues with room amenities, the misleading information on the website, and the decline in overall quality, especially regarding breakfast, were major letdowns. The staff's apparent lack of concern when we raised these issues added to our disappointment. Sadly, I won't be returning to this hotel...