Eden Hotel — Hotel in City of Belgrade

My visit to the Eden Hotel in Belgrade during our Balkan road trip left me with unforgettable memories - and not in a good way. This "hotel" is a masterclass in what not to do in the hospitality industry.

Firstly, finding the entrance was an adventure in itself. The elevator was a decoration piece, and scaling a few floors to reach reception was our warm-up exercise.

The rooms are actually decent and cosy, but 5 minutes after check-in, we made the grave mistake of expressing interest in upgrading our room, we were more than willing to cover the additional cost. Little did we know, this would unleash the hotel's unique brand of "customer service." Instead of politely discussing the upgrade, this request seemed to unsettle the hotel staff, who engaged in a heated discussion in Serbian.

After successfully upgrading, we were excited about a relaxing bath in the fancy tub with city views. Unfortunately, hot water was an elusive luxury. My quest for warmth led me to a "helpful" night-shift staffer, who, rather than assisting, appeared offended by the mere mention of hot water. He did a fantastic job pretending to be an electrician, but ultimately failed in restoring warmth to our room. When I dared to voice my expectation of a hot shower, his response was sarcastic, asking if we wanted a bottle of champagne instead. Clearly, this man was in need of some professional help himself. At this point I gave up and went back to the room.

Fifteen minutes later, he arrived with keys to another room, declaring our current room "unsafe" due to a mysterious boiler issue. When questioned about the nature of this danger, he mumbled incoherently, leaving us perplexed and concerned. I politely declined and wished him good night. I'm just glad I had my girlfriend with me; who knows what this character might have done if she were alone?

Upon check-out, we shared our "fabulous" experience with the receptionist, who seemed as indifferent as the rest of the hotel staff. My only relief was leaving this establishment that resembles an asylum more than a hotel.

In conclusion, Eden Hotel, please consider offering your employees some hospitality training from time to time. And as for that night-shift individual, I sincerely hope he finds the help he needs - preferably far away from the hospitality industry.

Update after the hotel's response: I'd like to clarify that we willingly paid for the room upgrade.

In the initial room, we stayed briefly and washed our faces and did use a face towel, this was mentioned to the housekeeper when she came to inspect the room. We would have willingly paid a cleaning fee if it had been communicated clearly. However, the situation escalated due to a lack of clear communication from the staff.

The most crucial aspect of my review pertains to the behaviour of the night-shift individual. I feel compelled to emphasize that my intention is not to discredit anyone unfairly, but rather to alert potential guests about my experience with a staff member who exhibited concerning behaviour.

I did request that the hotel check their security cameras to verify the events that transpired. At no point did I raise my voice or become aggressive, as I believe in maintaining a respectful and civil discourse. However, it is crucial to mention that the night-shift staff member displayed extreme instability and aggressiveness. During his visit to our room, he made references to his own mother, not us, and then abruptly instructed us not to discuss his mother. It was during this interaction that I informed him that we might have to involve the police if the situation did not de-escalate. It's essential to note that I requested confirmation of the camera recordings as potential evidence if further action was required.

The contrast between a good and a less favourable hotel often becomes evident through the responses to guest reviews. I want to emphasize that I have no intention of harming the hotel's reputation or its staff; my aim is simply to share an honest and transparent account of...

We booked Eden Luxury Suites for 2 nights for our short first-time trip to Belgrade. The location is very handy as it's right in the city centre, but this is where the positives end.||||The hotel is on the 6th, 7th and 8th floor of the building. The 1st floor of the building is a nightclub. The entrance to the building, as well as the elevator, were dirty with exposed wiring. ||||The receptionist was definitely not too enthusiastic while checking us in - which we gladly ignored as we figured everyone's entitled to a bad day. On our way to our room, we noticed broken glass and shattered windows on the staircase leading to the room, as well as exposed wiring sticking from the ceiling. ||||When we entered the room we immediately noticed several things about it:||1) The walls in the room were dirty (as if someone rubbed their shoes off of them)||2) The bed had white sheets with black curly hairs on the duvet, as well as on the sheet below the duvet. The pillowcases had black mascara stains on them. ||3) The windows felt like they were falling apart - the wood around them seemed very loose.||4) There was a presence of black mould on the wood between the bathroom and the bedroom. The wood was rotting as well.||5) There was a dried up contact lens on the nightstand next to the bed.||6) The towels were thin and ripped. ||||We took pictures and went back to the receptionist, Aleksej. What followed was the most uncomfortable discussion we ever had with anyone.||||When we voiced our complaints and asked if they had another room or if they could send someone to change the bedsheets (or give us bedsheets to change them ourselves), we were told that all cleaners leave by 15:00 and that, if we didn't like it, we could leave but they would not be refunding us the first night's stay. When we confirmed we'd want to stay, we asked if we could be given any cleaning supplies to clean the room ourselves when the avalanche of passive aggressive and patronizing comments started. We were told we were disrespecting the country we came to visit and that our requests were absurd, as well as several misogynistic remarks where he asked my girlfriend not to be hysterical while directing most of his communication to me. Mr. Aleksej threatened to publish our interaction with him seeing as the entire conversation was recorded by the camera at the reception - which we encouraged. ||||Seeing as we're from Croatia, the comment that gave away the motives behind the passive aggressiveness was when Mr. Aleksej said "If I weren't born in Dubrovnik you'd remember me for the rest of your lives." Following this, we realized that our requests and complaints weren't the issue at all. ||||After Mr. Aleksej made these comments, we decided that this establishment was not safe for us. He then told us he'd give us a full refund if we deleted the pictures we took and threatened to sue us if we ever left a negative review or posted those pictures anywhere. Please find them attached as part of this review.||||Would not recommend to visit Eden Luxury Suites unless you want to be...

We booked Eden Luxury Suites for 2 nights for our short first-time trip to Belgrade. The location is very handy as it's right in the city centre, but this is where the positives end.

The hotel is on the 6th, 7th and 8th floor of the building. The 1st floor of the building is a nightclub. The entrance to the building, as well as the elevator, were dirty with exposed wiring.

The receptionist was definitely not too enthusiastic while checking us in - which we gladly ignored as we figured everyone's entitled to a bad day. On our way to our room, we noticed broken glass and shattered windows on the staircase leading to the room, as well as exposed wiring sticking from the ceiling.

When we entered the room we immediately noticed several things about it:

1. The walls in the room were dirty (as if someone rubbed their shoes off of them)
2. The bed had white sheets with black curly hairs on the duvet, as well as on the sheet below the duvet. The pillowcases had black mascara stains on them.
3. The windows felt like they were falling apart - the wood around them seemed very loose.
4. There was a presence of black mould on the wood between the bathroom and the bedroom. The wood was rotting as well.
5. There was a dried up contact lens on the nightstand next to the bed.
6. The towels were thin and ripped.

We took pictures and went back to the receptionist, Aleksej. What followed was the most uncomfortable discussion we ever had with anyone.

When we voiced our complaints and asked if they had another room or if they could send someone to change the bedsheets (or give us bedsheets to change them ourselves), we were told that all cleaners leave by 15:00 and that, if we didn't like it, we could leave but they would not be refunding us the first night's stay. When we confirmed we'd want to stay, we asked if we could be given any cleaning supplies to clean the room ourselves when the avalanche of passive aggressive and patronizing comments started. We were told we were disrespecting the country we came to visit and that our requests were absurd, as well as several misogynistic remarks where he asked my girlfriend not to be hysterical while directing most of his communication to me. Mr. Aleksej threatened to publish our interaction with him seeing as the entire conversation was recorded by the camera at the reception - which we encouraged.

Seeing as we're from Croatia, the comment that gave away the motives behind the passive aggressiveness was when Mr. Aleksej said "If I weren't born in Dubrovnik you'd remember me for the rest of your lives." Following this, we realized that our requests and complaints weren't the issue at all.

After Mr. Aleksej made these comments, we decided that this establishment was not safe for us. He then told us he'd give us a full refund if we deleted the pictures we took and threatened to sue us if we ever left a negative review or posted those pictures anywhere. Please find them attached as part of this review.

Would not recommend to visit Eden Luxury Suites unless you want to be...