The Pucic Palace — Hotel in Dubrovnik

The Location of this hotel is the best!. It is a 5 minute walk to either the Ploce gate or the Pile gate. It is also next to the Walk of Shame. The hotel is a very nice, very old Palace. It is quite nice to stay there within the walled city. It has a lot of Charm!||Our stay here was a little different than most. My wife got hurt in Međugorje on a day trip from the hotel, so on our way back to the htoel we stopped at the emergency room since her leg was broken(we found this out when we got back to the US). After the emergency room at 11pm at night we called the front lobby and asked if they had a wheel chair. They were not sure so they told us they would check. A few minutes later we got a phone call and they said they had located one. They brought it to the Ploce gate, loaded up my wife and rolled her to the hotel. There are still steps before you can get to the elevator so they lifted the whole chair and brought her to the room. They let us use the wheel chair for the next 2 days while we were there(without this we we would not have been able to do anything and we would NOT have been able to even get to the gate to exit the city since no vehicles are allowed into the walled area). In the morning, we went down for breakfast and everyone in the hotel knew about my wife including the manager of the hotel. ||For the next two days they treated us like we owned the palace. If we wanted water they brought two, if we wanted towels they brought a whole bunch. We mentioned that we would be going to Rome next, so the lady in the lobby typed up a 3 page itinerary of everything to do that was wheel chair accessible(this was incredible). The maid came and checked on us several times and asked us if we needed anything. ||The manager talked to us at breakfast and asked us if we needed anything (by the way it was his day off). At this time we did not know what was wrong with her leg since the ER their did not have an MRI machine. But the manager of the hotel played basketball at a University in the U.S. so he had seen lots of knee injuries so he made sure his whole staff helped us out. Dubrovnik is not exactly the most wheel chair accessible place in the world! so all of the extra attention really helped. The staff even made a reservation at the nicest restaurant in Dubrovnik and made sure that the staff at the restaurant could lift her wheel chair into and out of the restaurant since there were about 5 steps to get into the restaurant. Every time we left the hotel or came they lifted her up and down the stairs at the hotel. This was awesome service||On the last night we decided to go back home, instead of going onto Rome since wheel chair mobility is not easy in Europe, the night porter came in early, at 4am just to help us. He took all of our luggage and wheeled my wife to the driver who was waiting for us at the gate. ||The driver that they hired took us to the airport, parked the car, went and got a wheel chair, brought us in to get our boarding passes and made sure out luggage got checked. That was awesome service. I am not sure how I would have done this on my own.||I have to say it was an incredible stay at this palace, even with this terrible accident. You really can tell a great hotel when something goes really wrong and everyone jumps to make it right. We will definitely go back and stay there....

The hotel does not deserve its five stars and was not worth the high price that we paid (over USD 700 per night). To start with the proverbial sandwich I would note that the the breakfasts were okay and the front desk (especially Sanja) tried extremely hard to make up for the problems we raised, but ultimately we experienced far too many issues to give the hotel a good review:

The front desk went to great lengths to say what a great room we had because it was on a corner and had a balcony. Even though the balcony had a small table and two chairs you could not use them because they were covered in pigeon droppings that had clearly been there for quite some time. A hotel promoting its balcony room should keep it clean.

The shower flooded the bathroom repeatedly. We are talking water almost flowing out of the bathroom flooding, which would have happened had we not put all the towels on the floor to stem the tide. We told the hotel about that on arrival yet 2 days later nothing had changed. Looking back at other reviews this appears to be a long standing problem that has not been resolved. A five star hotel would not let that situation continue and would simply not let guests into that room until the issue is resolved.

We received a bottle of water when we first arrived, but after that we were no doubt expected to purchase the water from the mini bar. Really? From a five star hotel?

We repeatedly had to tell the front desk that the service people had not replenished the shampoo, conditioner and shower gel. How is that not part of the morning room tidy up?

When we arrived the safe was open in a locked position, making it unusable for the day. How can a five star hotel hand over a room without checking these details?

We returned one day to the room to find that the service people had tidied the room but not locked it afterwards. Anyone pushing on the door would have been able to enter. How do service people not know that our door needed to be locked with a key?

The hotel offered a premium airport pickup that was twice the price of an Uber (Eur 60 vs 30).

So sorry not to sing the praises of this hotel as others have, but we were severely...

Disappointing Stay – Misleading “Upgrades” and Poor Room Conditions||||Our experience at this hotel was deeply disappointing. While the location inside the historic city walls is undeniably charming, the overall stay left much to be desired.||||Upon check-in, we were given the wrong room, only to be told by the manager that we had been “upgraded” to a suite. However, this so-called upgrade felt more like a downgrade. As we were escorted to our room, we passed an exposed ceiling repair, covered in plastic and wet cement, which immediately set a poor first impression.||||Once inside the suite, we were hit with an overwhelming damp, musty smell, making it difficult to breathe. The room was dark, humid, and uncomfortable, with an extremely loud AC unit that barely helped. When we raised our concerns, we were told the hotel was fully booked and no alternative rooms were available. Instead, they provided a dehumidifier, which only added more noise without resolving the issue.||||The unbearable humidity and odor made it impossible to sleep, and my son developed a cough, possibly due to mold or mildew. To make matters worse, we were woken up early by the strong smell of frying food seeping into the room. Despite repeated requests, the hotel refused to move us to the original room type we had booked.||||Adding to our frustration, we met another family in a neighboring suite who had been told the same misleading “upgrade” story. It was clear that this was not an isolated incident.||||We stayed in four different hotels during our trip to Croatia, and sadly, this was by far the worst experience. It ruined the final nights of an otherwise wonderful journey. I would not recommend this...