Мирослав Б.
Google
I would like to share our experience at Hotel “Regina” – a hotel with history and an excellent location, but unfortunately with extremely poor management and service.
1. Reservation and check-in
When making our reservation through Booking, we clearly stated that we were two adults with two children. The room price was clearly defined and paid in advance. After reviewing the reservation, it turned out that the children were not included. I immediately contacted the hotel and was informed that the children could be accommodated for an additional charge of €35 per child per night, or a total of €210 for three nights.
The issue is not the amount – which we paid – but the fact that the final room price remained the same (€1,513), regardless of whether the children were included or not.
2. Lack of assistance with luggage
Upon arrival, we asked at reception whether there was a bellboy to help us with our luggage. We were told that there was no such staff. For a four-star hotel, this is unacceptable. We had to carry our luggage ourselves. Upon departure, however, we noticed that there was a bellboy assisting guests arriving from the airport – but clearly not all guests were treated equally.
3. Christmas dinner
At check-in, we were given a brochure for a Christmas dinner. About 30 minutes later, I went to reception to ask about the menu and participation, but was told that there were no available places. Apparently, we were simply unlucky.
4. Room service and restaurant
I attempted to order room service, but the phones at both reception and the restaurant were not answered. I went to the restaurant in person, where a polite staff member took our order and the food was delivered to our room. The following day, however, the restaurant was closed and we were refused service because preparations for a festive dinner were underway.
5. Breakfast
On the first day, we missed breakfast due to exhaustion from traveling. On the second day, we went down for breakfast with our children (breakfast was included in the price), but there was no available table for us. Half of the restaurant was blocked off and reserved for “important guests.” As a result, we left the hotel and had breakfast elsewhere.
6. Water at night
After a long day, we ordered takeaway food and decided to request at least some water from the hotel. Once again, the phones were not answered. Around midnight, I went down to reception, where I was refused water and told that the restaurant was closed and that tap water was safe to drink.
7. Minibar and check-out
At check-out, we asked about the minibar charges. At reception, we were told a charge for three items, even though more items had been consumed. I asked for a check to ensure we paid correctly, but was told there were no additional items because the minibar had not been checked. My question is: after vacating the room within the designated check-out time, how long is a guest expected to wait in order to receive a correct minibar bill?
Conclusion
The conclusion we reached is simple: one should never compromise on accommodation quality, even when the location is excellent. We would always choose a five-star hotel, where guest treatment is equal and professional, without discrimination, belittlement, or division based on origin, nationality, or “status.” Racism is unacceptable, punishable, and a violation of basic human rights.
Thank you for the lesson. We will certainly never be your guests again.
We wish you success.
