Hotel Mrak — Hotel in Upravna Enota Ljubljana

Great hotel - it’s a shame that the staff let it down.Prior to our arrival, we contacted the hotel to let them know that we would be arriving after check-in had closed (at 10pm). They were very helpful and provided us with instructions to enter the property by ourselves using an app. When we arrived, we managed to get into the lobby (using the app), but the room key we were given was different than the one we were told on the phone and email. As a result, we were unable to enter our assigned room. Assuming that our room number had been changed, we tried the key in the door that matched the new number (as there were no staff or guests around, and no one was answering the phone or emails). It opened and revealed a couple, asleep, inside. Obviously, we were mortified that we had disturbed the hotel guests, and also terrified that we would have to sleep in the hotel lobby until check-in opened at 6am. After about an hour of searching around the lobby for clues about who to contact, we knocked on some private doors. Thankfully, a man came out and used a master key to let us in. It was clear that we had woken him up (by this point it was 2am). Again, we were sorry to have done so, but were left with no choice. After we had successfully entered our room, I sent an email to the front desk letting them know what had just happened and that we would like them to apologise (on our behalf) to the guests and staff we woke up. They never replied. In fact, every time we mentioned it, the staff member made excuses like “I wasn’t there so I don’t have anything to do with it” and “the guy who organised the late check-in was training so he made a mistake”. There was absolutely nothing in the way of an apology or compensation for the mix-up until we checked out and it was already too late. We would like the hotel to know that mistakes are bound to happen, so it is imperative that they have a back-up (emergency number or night staff) for guests who have been given the wrong room key. In addition, since we had been travelling for a while, we were running out of clothes and needed to do a load of laundry. We followed the instructions for the housekeeping staff to collect our laundry but found that when we had returned to the hotel, the laundry had not been done and the room had not been made up. When we went downstairs to inform the staff of this, we were told “housekeeping doesn’t go back to rooms to clean them after you took off the do not disturb sign, I’ve worked in lots of hotels and this is always the policy”. This member of staff eventually helped us find an laundromat, but the contempt with which we were spoken to was unacceptable and uncaring of the fact that we, too, have plenty of experience in the hotel industry as customers. An apology would have sufficed.Overall, it was a great hotel in a fantastic location. Just make sure you’re okay with passive aggressive communication...

Staying at Hotel Mrak has been the most disappointing experience for me in Ljubljana. Despite reading negative reviews about their services before booking, I chose to disregard them due to their competitive pricing compared to other options. I assumed those issues wouldn't affect me. However, I'm writing this review as a warning to anyone considering staying at this hotel to think twice and explore other options.

In summary, this hotel prioritizes profit over guest satisfaction. The staff's demeanor is consistently rude, disrespectful, and unreliable, an unprecedented level of unprofessionalism in all my hotel experiences. Although the room was adequate, its quality did not justify the price, especially considering I found insects on my bed.

Here is the full details of what happened and why Hotel Mrak became worst hotel for my entire life.

Upon arrival, my friend mistakenly booked a double room for one person, despite intending to book a double room for two persons. We were charged an extra 35 Euros for the additional person. While we acknowledged our mistake, we found the charge unreasonable, especially since we booked a double room without breakfast. Upon inquiring the next morning, we discovered that the price difference between one and two persons online was only 10 Euros, indicating an unfair charge. The staff promised to consult the hotel manager and provide a resolution upon my return from breakfast. Despite their efforts, they could only offer a complimentary meal with soft drinks before 1 PM, which I reluctantly accepted. That was 11 PM and we just had meal and I have to do walking tour at noon and finish at 2 PM so I asked them prepare take away and I will pick up at 2 PM for the food. For the drink we can have it right away. I waited for my soft drinks for a while so I asked the receptionist. So sudden, he seemed to be upset and told me that “Madam I think you have a communication problem. I have to call manager twice on sat and I spent over 45 minute with you with is too much”. I think he could just told me that sorry I didn’t hear it get it for you. The manner in which he speaks is unacceptable, as I would never utter such words to anyone, irrespective of their identity or circumstances.

Upon returning for the promised meal, I encountered another staff member, an elderly man with a ponytail, who informed me that the food had been discarded due to my 15-minute delay, a condition not previously communicated. He questioned why we were entitled to a free meal since we hadn't purchased breakfast, further displaying the hotel's lack of transparency and reluctance to accommodate guests. I'm uncertain whether these experiences is the hotel's standard business practices, but regardless, for the sake pleasant experience DO NOT STAT AT THIS HOTEL...

I recently had the unfortunate experience of staying at Pekarna Apartments, and I must say that it was an absolute nightmare from start to finish. The level of unfriendly service and lack of customer friendliness left a sour taste in my mouth.

First and foremost, the main issue arose due to a booking error on our part. Upon check-in, we immediately informed the staff at the Hotel Mrak (who manage the check-in and payment for Pekarna Apartments) about the mistake. Despite acknowledging the error, they still proceeded to charge us for four nights instead of the three we had intended to stay. Shockingly, they never bothered to mention this to us, hoping we wouldn't notice on the invoice during checkout. This is nothing short of deceitful and dishonest behavior.

When we realized the overcharge, we attempted to address the matter with them multiple times via phone and email. However, they exhibited a blatant disregard for customer service by not responding until a staggering ten days later. Such unprofessional conduct only further intensified our frustration.

Beyond the poor customer service, the condition of the apartment was less than satisfactory. While it might have appeared acceptable at first glance, the air quality inside was dreadful and smelly whenever the air conditioning was turned off. This is not only uncomfortable but also potentially hazardous to health.

Additionally, it's worth mentioning the surprising lack of basic amenities in the apartment. Salt and pepper, two kitchen staples, were not provided. When we inquired about this, the response we received was outright unfriendly, suggesting that we should purchase these items ourselves. This lack of consideration for guests' needs is simply unacceptable.

In summary, I strongly advise against staying at Pekarna Apartments. The appalling level of customer unfriendliness and unresponsive behavior, coupled with poor air quality and missing amenities, make it an accommodation to avoid at all costs. Save yourself the headache and frustration, and look for alternative options that truly value their guests' comfort and...