Hotel Luxe Split — Hotel in Grad Split

Avoid this hotel – not worth the price or the headache.

We booked a 5-Day stay here based on positive reviews and were deeply disappointed. From day one, our room had fire ants, which we immediately reported. Despite multiple follow-ups, the hotel only offered a different room on the third day — well after we had already endured ant bites and discomfort. At that point, it was too little, too late.

The property is poorly maintained and managed:

Elevator safety is a serious issue: it dropped an entire floor while my partner was inside. Later that night, it stopped working altogether, forcing us to climb stairs at 4 AM after returning from an event. Shower was clogged for a full day, and we had to manually remove hair from the drain. The gym is extremely small and under-equipped, far below expectations for a 4-star hotel. Breakfast was inedible, and there was little to no effective customer service. While a few staff members were polite and tried to help, the overall management was unresponsive and dismissive. We asked to speak with a manager multiple times and never received a call back.

Despite reaching out through Expedia, Amex Travel, and Chase Travel, none of the booking agencies could reach the hotel because their phone system was conveniently down. We paid over $400 per night and were treated like an inconvenience, not guests. The hotel still refuses to issue any refund, claiming that an "upgrade" offered on the third day should have resolved everything — even after days of ant bites, broken facilities, and terrible service.

As promised to both the property and ourselves, we’re leaving this review with deep disappointment. There are far better hotels in the same or even lower price range — do yourself a favor and...

On reading the reviews now I also believe many of these are not real given our experience.

Rooms where the AC doesn’t work. When we asked about it the response was we’ve had engineers out they can’t fix it so it does sometimes work but sometimes doesn’t! They gave us a fan but the rooms were uncomfortably warm and it’s not even summer temps yet!

At breakfast the coffee machine wasn’t working and there was no one in the breakfast room so I went to reception and said the coffee machine has errored can you get someone to help the response was I don’t really know what to do about it. That was it! I said so you’re not going to try so I should just have breakfast without coffee and he just shrugged. I had to go up to my room to get coffee from there in the end as no one did anything about it.

I also asked for some ice packs to be frozen so I could keep meds cold and they said they couldn’t do it because the kitchen was closed. I asked maybe they could do it when the kitchen was open in the morning so he took them but then on check out the chap didn’t know anything about where they were!

Honestly a perfectly situated hotel and the staff are super friendly but completely ineffectual!! Poor service, AC that has not worked for years as it turns out, a poor experience in all and worst by...

This is NOT a 4 star hotel...it is in an excellent location with gorgeous views but the staff are not interested and lots of things don't work. Our Aircon was broken as was the safe. We reported both on our first day (we were there for a week) and neither was fixed.||The staff do not acknowledge you when you walk past the reception desk...the jacuzzi was broken...breakfast was ok but quite limited and not restocked well. There is no bar despite it saying so on the website and there are no tea and coffee making facilities in the rooms. The "minibar" consisted of an old empty fridge.||If the cleaners came to your room while you were there they did not return so your room was not cleaned. We had to ask twice for more toilet paper and on the last night we resorted to using tissues (which we had to buy as there were none in the room) as we had run out.||We have stayed in a few hotels and this really was ok and the location was brilliant...but it is NOT 4 star and they really could do with some more of the finishing touches so you feel looked after.||I will say it has been refurbished and had only just reopened when we stayed so perhaps will...