Hotel Phoenix d.o.o. — Hotel in City of Zagreb

The service at the reception and their organization is horrible. I arrived on check in at 16.30 which is two and half hours after the check-in time (14.00) and yet my room was still not ready.

I still had to wait in the lobby 15 minutes.

They suggested I take advantage of the free drink voucher at the bar which I did but there was no bartender for 5 minutes - so I couldn't order my drink.

At the check-out there was only one lady in front of me checking in.

First, nobody paid attention to me when I stood there with my bags ready to check out. There was no "Good morning, sir, we'll ready for you in a minute..." or something like that.

I was not acknowledged and my time was not precious to the receptionist - her name was Karolina. There was another man working with her behing the desk and he also didn't acknowledge me or say anything.

After a few minutes waiting I heard that the lady who was checking in was asking all sorts of things like - how far is it to the town, how will I get there, which bus must I take and so on.

The receptionist was explaining all that, took out a map, showing some directions, checked out some things on Google while no one said anything to me, they didn't care about my time and in some way at least let me know that they are aware of the time that I am wasting there.

After about 10 minutes I wawed my card and told them that I am looking to check out but Karolina just nodded without any apology for taking so much of my time.

I have been in hundreds of hotels as I am a tennis coach and I travel a lot - and I know that explaining directions and all the little details is NOT a part of check-in WHEN you have other guests waiting - especially if you realize that the person asking questions will probably ask more questions and spend a lot of time there.

The receptionist should have excused to the lady and asked her to wait a few minutes or come later so that she could process my check-out.

But that didn't happen so after 15 minutes of waiting for Karolina to explain all the little details of travel to this lady I finally was able to start my check out.

The worst thing is that once I mentioned to Karolina that I feel that my time was not precious to them, that I was not acknowledged, that no one made any attempt to try and expedite the process, she defended all the claims.

She argued with me that she did notice me - but of course she didn't say anything and acknowledge me and let me know that my time is important to them too.

She argued that giving detailed directions and explaining every little details to that lady IS a part of check-in.

I told her that I waited 15 minutes and she argued that it was less - and so on.

So there was total lack of respect for my time and total lack of respect when addressing a guest.

I can also mention that at breakfast I ordered an omelette and the cook forgot about it. So I waited 15 minutes and then ordered it again - but at least the cook (female) apologized quite a few times for it and I felt ok - everyone of course makes mistakes.

But of course Karolina would never acknowledge that.

My recommendation - stay away from Hotel Phoenix, their staff is not trained and they don't really care about the time and well being of their guests.

You're also more than 20 minutes of drive from the city center if you drive your car and more than 40 minutes if you...

We just checked out of the Phoenix Hotel (Zagreb, Croatia). I don’t actually know where to start when writing about the appalling condition of this hotel & I think our tour operator & the hotel are taking the pi$$ if they believe this place to be acceptable for paying customers.||Firstly, the hotel is located around 30 minutes out of Zagreb in an area that looks depressed & with minimal access to other services. The paint is peeling off the exterior & interior of the building. There was mould in the bathrooms & on the ceiling. There is exposed electrical wiring & faulty appliances in many of the rooms, including damaged power outlets.||There is a spa/sauna mentioned by our tour operator & on the hotel website but these were not operating/broken down & looked to have been out of service for some time. The hallways were very poorly lit to the point where visibility was difficult.||When we arrived at our room we discovered that the door was wide open. It was unable to be closed. Given that the room had been cleaned the hotel staff would definitely have been aware of this. When I alerted the hotel receptionist I was told “There is no other room available!”. A clear security issue in anyones estimation.||Eventually another room was located for us at the very top of the hotel which we were given instead. It had only skylights & no air ventilation. The shower was faulty but eventually operated. The furniture was in damaged condition. Most rooms only had wine fridges.||The kitchen chef was observed outside smoking & spitting. Her apron was filthy. We didn’t stay for the included dinner as we weren’t sure of the food safety standards of the hotel & were not prepared to take the risk.||The rear of the hotel looks like a scene from a Dystopian Science Fiction film or industrial wasteland & is visible to guests on that side of the building as a view.||The “positive” reviews of the hotel are clearly written by sock puppet accounts or associates of the hotel in order to inflate their rating. The remaining reviews are scathing & an accurate reflection of this dump. The building should...

First impression when we entered the hotel was that it was very old fashioned, not how a typical 4 stars hotel would look like. When we got the card to access our rooms, we made our way upstairs. Shockingly, the entire corridor was pitch black and there were completely no lights at all. We had to use our torch light from our mobile phones to illuminate the corridor to find our rooms. There were only 2 small sensor lights outside of each room door, which only lights up as we walked past. It felt like walking through a horror movie scene and definitely did not feel like the “most romantic hotel in Croatia” as advertised.

Upon entering the room, we closed the door and tried to lock it, but could not. Eventually, we managed to lock it by pushing against the door while turning the lock. The beds in the room were small, but at least they were comfy and firm. The bed frame was worn out, with visible rips and tears, and some nasty brown stains. There was even a spider at the corner of the room. The toilet was claustrophobic and really tiny. The sliding door of the shower cubicle was unstable and water could still flow out from the gaps, even after it was closed. The bottom of the sink was dusty and had spider webs. The rubber insulation of the cord of the hairdryer was peeling off and some bits fell onto the ground.

The heater was also not working and it was cold, especially during winter time. The power outlet was unstable as well, charging of phones would disconnect at times.

Breakfast was okay, some of the food were good but the spread was not wide. Plus point was that the receptionist and staff were helpful.

Overall, would not...