Hotel 9 — Hotel in City of Zagreb

As a solo traveller, I had one of the worst experiences I have ever had at Hotel 9. I tried writing them a private message to discuss this matter and reach a resolution. ||Their instinct was to commit FRAUD, rather than provide quality customer service. They went onto Booking.com and changed the status of my past reservation to NO SHOW/CANCELLED to PRETEND I never showed up. This fraudalent action BLOCKED ACCESS to my ability to write a review on the booking.com website. ||||This is FRAUD and Booking.com already confirmed that is FRAUD. ||The manager of this fake 4 star establishment, admitted to doing this on purpose to erase all private messages between US and to avoid future guests from getting an honest review.||||I have receipts of paying the hotel city tax when I left, photos of emails confirming that I stayed at the hotel, the hotels response in private messages (good thing I took screenshots before their scam took place), Uber receipts leaving the hotel multple times, as well as documentation of speaking to front desk employees.||When I arrived at Hotel 9, I had to change room three times due to the rooms not be cleaned properly, stained carpets, scratched furniture (one piece of furniture looked like it was a cat"s scratching pad). In the third room I settled on ,it was still very filthy but I had no choice to stay, since I was exaughsted from travelling. ||||The lady at the front desk assured me that the room would be cleaned tomorrow. ||Not only was the room not cleaned the next day, but the manager tried to blame me for the cleaning lady not coming. She told that I was in the room till late afternoon, so the cleaner couldn't clean. Uber receipts show me leaving the hotel at 11:30am for a 1pm massage (have receipts for that appt) and not returning till after 3 pm. Just another scam and lie perpetuated by the manager.||||The comical response from the hotel for having dirty rooms was that they purchased furniture during Covid therefore the rooms couldn't be dirty. There was old hair in drawers of the bathroom, dust covering every surface in the room including cups, kettle, used toiletries, dirty toilet and stains on the blanket. || ||The next night, the manager then blamed me again for what happened next. Guests on the third floor, had two rooms and were drinking, slamming doors and screaming between the hours of 11pm-5am. The guests refused to listen to the front desk and it was only after I made mutiple complaints that they threatned to call the police on them. The manager then blamed me for this experience as well and told me that at 4 am in the morning, I was offered to change my room so therefore it was my fault and they couldnt be responsible for other guests behavior. Um...I wouldn't even feel comfortable changing rooms at 4am in the morning as a solo traveller in a Legit 4 Star Hotel so definelty not this one. I had a flight and was leaving the hotel at 5:30am in the morning. I didn't sleep at all. ||This is not a safe hotel for solo travellers. This is far from how a 4-Star Hotel should act and treat its guests. What would have helped, is if they actually took responsibity for their actions instead of hiding behind Fraud and fake excuses. ||||There are plenty of legit 4 star hotels to stay in when you arrive in Zagreb. Not once did the manager of this Hotel try to apologize or even attempt to reimburse me for my stay. If want to feel safe in your hotel , have quality customer service as well a a clean room, then I suggest you book...

Hotel lied to Booking.com to avoid Bad Reviews As a solo traveller, I had one of the worst experiences I have ever had at Hotel 9. I tried writing them a private message to discuss this matter and reach a resolution. Their instinct was to lie rather than provide quality customer service. They went onto Booking.com and changed the status of my past reservation to NO SHOW/CANCELLED to PRETEND I never showed up. Thisaction BLOCKED ACCESS to my ability to write a review on the booking.com The manager of this fake 4 star establishment, admitted to doing this on purpose to erase all private messages between us and to avoid future guests from getting an honest review.

I have receipts of paying the hotel city tax when I left the hotel, photos of emails confirming that I stayed at the hotel, the hotels response in private messages (good thing I took screenshots before their scam took place), Uber receipts leaving the hotel multple times, as well as documentation of speaking to front desk employees. When I arrived at Hotel 9, I had to change room three times due to the rooms not be cleaned properly, stained carpets, moldy bathrooms, scratched furniture (one piece of furniture looked like it was a cat"s scratching pad). In the third room I settled on ,it was still very filthy but I had no choice to stay, since I was exaughsted from travelling. The lady at the front desk assured me that the room would be cleaned tomorrow. Not only was the room not cleaned the next day, but the manager tried to blame me for the cleaning lady not coming. She told that I was in the room till late afternoon, so the cleaner couldn't clean. Uber receipts show me leaving the hotel at 11:30am for a 1pm massage (have receipts for that appt) and not returning till after 3 pm. Just another scam and lie perpetuated by the manager.

The comical response from the hotel for having dirty rooms was that they purchased furniture during Covid therefore the rooms couldn't be dirty. There was old hair in drawers of the bathroom, dust covering every surface in the room including cups, kettle, used toiletries, dirty toilet and stains on the blanket.

The next night, the manager then blamed me again for what happened next. Guests on the third floor, had two rooms and were drinking, slamming doors and screaming between the hours of 11pm-5am. The guests refused to listen to the front desk and it was only after I made mutiple complaints that they threatned to call the police on them. The manager then blamed me for this experience as well and told me that at 4 am in the morning, I was offered to change my room so therefore it was my fault and they couldnt be responsible for other guests behavior. Um...I wouldn't even feel comfortable changing rooms at 4am in the morning as a solo traveller in a Legit 4 Star Hotel so definelty not this one. I had a flight and was leaving the hotel at 5:30am in the morning. I didn't sleep at all. This is not a safe hotel for solo travellers. This is far from how a 4-Star Hotel should act and treat its guests. What would have helped, is if they actually took responsibity for their actions instead of hiding behind Fraud and fake excuses. There are plenty of legit 4 star hotels to stay in when you arrive in Zagreb. Not once did the manager of this Hotel try to apologize or even attempt to reimburse me for my stay. If want to feel safe in your hotel , have quality customer service as well a a clean room, then I suggest you book...

Unpleasant.

No matter how many times you write “luxury” besides a property that is tacky and unpleasant, it does not change the reality! Staff were abrupt and unfriendly and this is definitely not a luxury hotel. There are fragrance diffusers throughout the property which are just too much. The smell is overbearing and sickly. Breakfast is subpar and not worth getting up for. A few pieces of meat, cheese and croissants.

If you arrive for breakfast past 8.30am, almost all the food and juice has gone and they don’t appear to refill it. They apparently offer omelets but won’t offer it unless you ask and most of the ingredients are out of stock. Decor is abrasive and too much. The property also does not allow you to bring outside food into it. I was travelling alone and felt extremely unwell during my stay. Since I was not able to order something to the hotel (and they do not even offer room service of their own), I had to drag myself across town feeling extremely sick.

Similarly they hand you rules upon check in about this and the fact you cannot have visitors. It just isn’t very accommodating for an apparent “luxury” place. The worst thing of all though was finding what appears to be a camera behind the tv on the wall of the room. Why is this there? I placed my handbag in front of it but it’s not exactly what you want to find in your room! Overall horrible experience and wish I’d paid more to stay in a hotel that is actually worthy of calling itself a luxury one.

The biggest joke came after checking out when they charged my account for items consumed in the mini bar when I had paid for everything in full. They didn’t contact me by phone or email but just briefly stated they would be charging me in a response to my review on booking.com, probably as revenge for leaving a negative review....