Hotel Ani — Hotel in Grad Makarska

I’m from Canada. Was visiting Croatia for the first time and decided to visit Makarska and stay at this hotel which I thoroughly researched prior to coming. I should say first that please do believe the general reviews. The place is good and my experience was initially good as well. The excellent Mariana (front desk) and the gentleman who handled breakfast deserve positive noteworthy mention. There is another front desk gentleman I should mention who worked late shifts who was also great. Those three folks are first-class individuals who would be among the best even at a 5-star luxury hotel.

However, it would not be a fair review if I didn’t also provide criticism of the cleaning, some customer service bad apples and events of my last day here, which unfortunately were disappointing enough for me to never return to this hotel again (this is rare for me as usually I find one establishment and never change). That is the reason for the low score.

On two occasions during my stay of 6 nights, the room had to be recleaned or restocked. Very surprising indeed for a place of such price and otherwise excellence. In one instance, they simply didn’t replace the towels on the floor and on the balcony chairs (again, fine for a €80 place, but unacceptable here). On my final day here, I asked for a room clean before leaving for the day. Note: I actually asked the receptionist (Marella) directly at the front desk just before leaving the hotel. Upon arrival, room wasn’t cleaned, I called down to find out why and the new receptionist, Daria, after checking with her earlier colleague, said flatly that I was lying and never asked for a clean. Not even something like “hey apologies if we misunderstood” or something like that. This response felt like an unprovoked gut punch, and frankly, no one wants to deal with that on their hard-earned vacation. Just strange.

Mind you, I had been there 5 nights at this point and apparently I would choose to suddenly lie about asking for a clean earlier. Requests to check their camera records for such request were denied and I was told by this new receptionist, Daria, that she had work to do and she then proceeded to hang up the phone. I tried calling later to ask for fresh towels and sheets to make the bed myself etc but no pickup. At this point, it got really uncomfortable even being at the hotel. Truly a shame.

It should be noted, rationally speaking, that a guest leaving the next morning and in a hotel where late cleaning is impossible anyway, has no incentive to lie about having asked for a clean. It wouldn’t make a difference to the customer. It could, however, make a difference to how the performance of...

We stayed here for a week in August 2024. We cannot recommend this hotel highly enough - this should be 5 stars not 4. ||The bedrooms were spotless and we had clean bedding and towels each day. The bedroom had rituals branded body lotions, shower gel & shampoo/conditioner. We were also given different towels for the pool (we could also use these for the beach but we chose to stay by the pool). ||The breakfast each day started continental with meats, cheese, fruit and cereals. The continental offer varied each day. There was also fresh bread available with jams and marmalades alongside croissants and pastries. We then got a choice of eggs or pancakes each day. There is tea and coffee available alongside fruit juice and iced water. ||The staff are the real gem of this hotel. They are incredible and cannot do enough for you. Nothing was too much trouble for them. You can order drinks at the pool and they will bring them to you (the cocktail menu is great!) and if wanted, they will give you an ice bucket for your room to enjoy a drink on your balcony. The staff are so helpful when it comes to trips and giving you suggestions of restaurants/bars/excursions and are happy to help with any issues. We booked a few day trips privately through Get Your Guide and Viator and we were able to be picked up outside the hotel at the supermarket across the road which was incredibly handy. We also had an early morning checkout pre-breakfast which the hotel arranged for us to have a takeaway box of breakfast that we could eat away from the hotel - this was very much appreciated at 6am!||Thank you for an amazing stay - we enjoyed every second and will be recommending you to...

A superb hotel, the service was extremely good but they were unable to make big decisions on the ground. Very clean, comfortable and decent views and probably spectacular if you have a full sea view. Breakfasts here were a pleasure and the best way to start the day. For the price we paid towards the end of season we couldn't ask for more and the staff were always there to help which is so relaxing. The facilities were excellent, swimming pool and spa. The hotel is situated on the main road into Makarska, so initially doesn't look that enticing, but it is a superb boutique hotel inside at affordable prices. There is parking with a private secure car park or free outside by the main road. The hotel's location means it is not a quick walk to the old town and harbour nor close the the beach, but distances in Makarska are not far at all. There are two worthwhile restaurants immediately close by. The only downside we had were the mattresses on the double bed. They were knackered and at first the staff said as it is near the end of season they weren't prepared to replace them. Quick message to Tui after a couple of nights lying in slumps and the mattresses were changed. They also have fancy control panels in the bedrooms, but only the main one worked in our room. ...