Terme Banovci — Hotel in Veržej

My experience with Terme Banovci was not a pleasant one at all. Before purchasing a gift voucher for a luxurious night in a VIP suite with my partner, (which included; an overnight stay in a luxury suite with a jacuzzi and water bed, dinner and breakfast, a bottle of champagne and traditional canapés in the room) we had heard good things so she contacted Terme Banovci by phone on the 14th and 17th May 2021. My partner inquired about the services they offered and expressed interest in purchasing the gift voucher. The employee assured her that we could definitely use the services according to the gift certificate without any problems, except for the use of the sauna. He also informed us that the time regime had changed on the suite so we were able to use it from 19:30 until 10:00 the next day. We expressed our interest in arriving in the morning on the day of arrival, as we would like to buy additional bathing tickets, have brunch or lunch and book massages. Given that the masseuse was only available until 4pm, we booked one massage at 2pm and another at 3pm. On the day of arrival, 19.5.2021 at around 10:30 am, we arrived at the reception of the Terme Banovci hotel. We were greeted by an older blonde lady who told my partner in Slovene that unfortunately we could not use the services we had booked as half an hour prior to our arrival the jacuzzi in the suite had broken down. We would assume that in a situation like this the staff would go above and beyond to make sure that my partner an I were satisfied but unfortunately this do not happen. The receptionist did not even apologise for the inconvenience and offered us a measly coffee to make up for it. My partner explained that we had drove all the way from Ljubljana and inquired as to whether the jacuzzi could be fixed in the 9 hours prior to us using the room at 19:30. After a ginger lady who seemed to be the manager told us this would not be possible, we were offered accommodation in a standard hotel room with use of the outdoor jacuzzi for an hour. Because, of course, this is not comparable in anyway to the luxury night in a VIP suite we had booked and were offered nothing else even close to the offer we paid for, we refused. The only reason I am giving one star is because the manger seemed to be quite apologetic, if I could give minus stars I would. But unfortunately what should have been an unforgettable memory of a romantic experience with my partner was an awful one that we will never forget. With a round trip of 350km+ we returned home disappointed, angry and upset. We would never in a million years recommend this place to anyone and will never go back. We lost our time, money and our trust for this company....

Today I was pampering myself in the bath with my partner. We had a gift voucher for hise daril (pampering at a forest villa), which was supposed to include all of this (as can be seen from the picture). Of all this, there was no Hugo sparkling wine, no bread rolls, and no prleška gibanica. I understand that you have on your website the things that are received (or or), but they should have informed the gift office to change it later they looked for excuses (that I did not specify when booking which bath I was asking for and that they chose the pampering according to the choice that was free in that time period. Which of course is not true, because when making the inquiry I immediately stated via email in the subject line which bath I wanted , because I had a gift certificate for it. When they noticed that it was their mistake, they said that the two baths were equivalent and the same price). equals, I don't know how you can get a "sweet surprise" instead of stuffed breads and prleska gibanica. I'm not talking about the relationship at all, because they don't know what to say about any information when they unlock the door of your house. Another disappointment was the hot tub, which had too few steps. According to their standards, the water they pour into the tub should be 37 degrees, but this was not the case, as can be seen from the picture. They probably made a mistake again and set it to 33 degrees. Now that I've mentioned it, say it again. Since we had an appointment very early, we were supposed to be the first guests, but we had the feeling that someone before us had already been pampered. The water was very questionable, as it was dirty (probably they left the bubbles in the massage bath for too long before we arrived and dirt came out of the nozzles). Also water for tea, as you can see from the picture, I won't waste words here. Of course, we left the pampering prematurely. This service was far below the level that my partner and I enjoyed today. I was already at your pampering years ago, and I was satisfied. Everything was perfect (from the attitude, to the food, the market, the temperature of the tub, the cleanliness and the entire service). I do not...

To je bila prej nočna mora kot dopust.

Že pri plačilu avansa so se pojavile težave. Avans sem plačala, naslednji dan pa so me klicali ter spraševali, če nameravam priti, ker ga "nisem plačala". Ponudila sem, da jim pošljem potrdilo, a so mi odvrnili, da ni potrebno in bodo še enkrat preverili. Na dan dopusta, ko sva bila s partnerjem že na poti, mi pošljejo elektronsko sporočilo, da nimam potrjene rezervacije, ker nisem plačala avansa. Na mail sem jim poslala potrdilo in jih klicala, da smo zadevo komaj razrešili.

Žal se težave niso končale pri plačilu avansa. V ponudbi, ki so mi jo poslali črno na belem, piše, da so savne odprte od 10.00 do 21.00. Ob prihodu nama na recepciji povedo, da so narobe napisali in da še vedno velja poletna ponudba ter so savne odprte od 16.00 do 21.00. Zanimivo pa je, da tobogani ne obratujejo, ker velja zimska ponudba. Katera ponudba dejansko velja, ni jasno – in očitno ne vedo niti sami.

V ponudbi paketa piše, da lahko doplačava 3 € za košarico lokalnih dobrot in steklenico vina – na recepciji pravijo, da je doplačilo 30 €.

Pri rubriki "ostale ugodnosti" piše, da so v paket vključene prleške specialitete v Aperitiv baru – spet, na recepciji izveva, da to ne drži in da bi to moralo pisati pod rubriko "dodatna ponudba" za doplačilo. Enaka zadeva se ponovi s polnilnico za električna vozila (napisano pod "ostale ugodnosti" namesto pod "dodatno ponudbo").

Ob pritožbi na recepciji po obisku savne izveva še, da greva lahko v savno (katere odpiralni čas je, kot že prej povedano, za 6 ur krajši) samo enkrat (v poslani ponudbi to ni zapisano).

Kupila sva dva paketa, da bi si podaljšala dopust, in na recepciji nama na dan prihoda povedo tudi, da nimava pravice do tega, da 'ekskluzivne ugodnosti', vključene v paket, koristiva dvakrat.

Ob takem zavajanju in odnosu do gostov so umazani bazeni in neznosen smrad v garderobi še najmanjši problem.

V paket so vključene določene ugodnosti pri lokalnih ponudnikih. Na recepciji sva vprašala, ali je potrebna predhodna rezervacija in ali potrebujeva kakšen kupon, pa so nama odgovorili, da je vse, kar potrebujeva, kartica. Odpravila sva se do lokalne kmetije, kjer so rekli, da potrebujeva rezervacijo in kupon, tako, da sva brez zveze porabila 40 minut za pot tja in nazaj. Pri naslednjem ponudniku, ki je omenjen v ponudbi, naj bi imela gratis degustacijo lokalnih dobrot, vendar so nama povedali, da ne vedo, zakaj nama v hotelu niso sporočili, da tega ne izvajajo več.

Ker je očitno šlo precej stvari narobe z njihove strani, sva jim povedala, da sva vseeno pripravljena plačati polno ceno, želiva pa, da nama omogočijo neomejen vstop v savno (kar bi vsak normalen hotel, sploh za takšno ceno, že imel v ponudbi) ter 1 večerjo in 1 kosilo. Receptorju so se ti pogoji zdeli razumni. Isti dan sva potem šla na večerjo. Še pred tem sva na recepciji vprašala, ali dogovor še velja, in nova receptorka nama je odgovorila, da je obveščena in, da lahko greva kar v jedilnico. Ob odhodu so nama povedali, da so govorili z nadrejeno in da se ne strinja, da se nama kljub vsem njihovim napakam omogoči večerja, zato so želeli, da plačava obrok.

Ko sva se tretji dan imela priložnost srečati z nadrejeno (sestanek z nama je do tedaj odlagala), nama je rekla, da do večerje in kosila ne bova upravičena, ker sva si sama kriva, če nisva dovolj pametna, da bi ugotovila, da so v ponudbi stvari "napačno" zapisane. Glede na to, kaj vse se v ponudbi, ki sva jo prejela, ne ujema z dejansko situacijo, je težko reči, da gre le za tiskarskega škrata, ampak...