Hotel Sunce — Hotel in Sokobanja Municipality

One star for the pleasant young man with a big smile who welcomed us in the parking lot. Otherwise, there would be zero. My cousin booked 2 nights and 3 days at Hotel Sunce for us and our kids to spend time together since none of us live in Serbia and we cherish the moments when our kids can bond when we finally see each other on holidays. I found out later that the hotel stay would have been a gift for my son who graduated this year. We have arrived Thursday afternoon after a 3-hour drive from Kragujevac. The above-mentioned gentleman welcomed us in the parking lot and offered to help us with our luggage. When we walked in, we were welcomed with a beautiful atmosphere, ambient music, and friendly staff. We were hoping to check in right away and hop into the spa/pool… this never happened. We were asked to provide photo ID. My son was the only one to not have his Serbian ID/passport and unfortunately forgot his Canadian passport in Kragujevac. The woman at the reception refused to let us check in even though I had my Serbian ID and my son would be sharing the room with me. We asked for her manager, the manager confirmed the same. No help from her end. We were asking for suggestions on how to solve the problem. No answer, no help, just a wall of 6 people standing across the reception desk shaking their heads and shrugging their shoulders. We suggested to check in and then by tomorrow we would have a family member provide a photo of my son’s passport. You can guess, answer was no. Again, no help and no solution. I understand the hotel’s policy, but in the service industry you have to try and find a solution when a potential guest has an issue. After 30 minutes we left the hotel without any advice or help and tried to find another hotel to stay at. Hotel Splendid and then Tourist , no rooms, but my first impression was: they all wanted to help. My first question was: is my ID enough since my son does not have one with him? Not one single place found that as an issue. Shortly thereafter, we found a room 2 nights/3 days with little issue. Hotel Sunce, I agree your hotel is trying to look trendy, the amenities are good, but your customer service is non-existent. Since I manage customer service for a variety of international customers, I have experience in improving customer experience, that is what I do when an issue is escalated to me and I need to deal with my customers. I do not sit with a blank stare, I do not tell my customers to leave, I help them. They pay my bills and I provide the paycheck for my employees. Anywhere in the world, and I have traveled a bit, the manager would apologize for the misunderstanding and try to find some sort of solution, maybe even offer a perk for you to forget your discomfort at their hotel as soon as possible. Not at Hotel Sunce, their demeanour made us feel as if we were not their paying customer (2 nights is 220 EUR, not a cheap place by any stretch of the imagination). Obviously, profit and customer wellbeing are not their first concern. Didn’t it maybe come across their mind that we could come back to Sokobanja in the near future and be their guests again? Apparently not. Sokobanja was amazing, the places we visited: Ozren and Rtanj; the amazing people and excellent food. We left with new memories and we will surely come back, but definitely not to...

The hotel is very well maintained, modern and warm. On arrival the friendly reception assisted with the checkin and introduced the services with opening hours and shows the way to our room. A real special touch to let the customers welcome and like at home. At first impression the room was quite big with enough storage space and a nice balcony looking at one of the parks. Perfect heating to keep the room warm as needed. Tea and coffee station available but with very limited choice. The Spa zone and the pool are very spacious and there is always an available room or lounge chair to use. Both facilities are adult only after 19:00 which is a great plus being also a families hotel. The only bar of the venue has no balcony or open space so it is not possible to enjoy a coffee or drinks outside. Overall a great experience even if few points were quite disappointing. The housekeeping staff did not refill the coffee station the first day and also took the used bathrobes without replacing them. The armchair in the room was worn out and fabric stretched. The meals (breakfast and dinner), two completely opposite experiences. The breakfast offers a wide variety and a nice omelette live cooking station. The dinner menu was less appealing in choices and variety while the food from the hot line always lukewarm. The staff, when crowded, seemed to be a little lost with many table not clear up, food line not refilled and, most annoying, a completely absence of beverage service. Only a water dispenser available, no beverage or wine list available despite the promoted wine offer. Moreover, the food labels were misleading with wrong or missing allergens, tongs never replaced or cleaned, food such as bread not cover or protected by sneeze guards. Around the spa zone and pool there was no control with many used towels, glasses and cups left around. Generally the Hotel Sunce is a nice place where to stay. The friendly staff and the location are for sure huge positive points that makes the entire...

The hotel is very well maintained, modern and warm. On arrival the friendly reception assisted with the checkin and introduced the services with opening hours and shows the way to our room. A real special touch to let the customers welcome and like at home. At first impression the room was quite big with enough storage space and a nice balcony looking at one of the parks. Perfect heating to keep the room warm as needed. Tea and coffee station available but with very limited choice. The Spa zone and the pool are very spacious and there is always an available room or lounge chair to use. Both facilities are adult only after 19:00 which is a great plus being also a families hotel.|The only bar of the venue has no balcony or open space so it is not possible to enjoy a coffee or drinks outside.|Overall a great experience even if few points were quite disappointing.|The housekeeping staff did not refill the coffee station the first day and also took the used bathrobes without replacing them. The armchair in the room was worn out and fabric stretched. The meals (breakfast and dinner), two completely opposite experiences. The breakfast offers a wide variety and a nice omelette live cooking station. The dinner menu was less appealing in choices and variety while the food from the hot line always lukewarm. The staff, when crowded, seemed to be a little lost with many table not clear up, food line not refilled and, most annoying, a completely absence of beverage service. Only a water dispenser available, no beverage or wine list available despite the promoted wine offer. Moreover, the food labels were misleading with wrong or missing allergens, tongs never replaced or cleaned, food such as bread not cover or protected by sneeze guards. Around the spa zone and pool there was no control with many used towels, glasses and cups left around.|Generally the Hotel Sunce is a nice place where to stay. The friendly staff and the location are for sure huge positive points that makes the entire...