Swissôtel Sarajevo

We chose the hotel for a three nights stay before driving to Montenegro thinking it would be one of the best options in Sarajevo. While we had relatively medium expectations as this isn’t a truly luxury brand the experience ended up being rather painful. The ambience is beyond depressing. The hotel seems to cater exclusively to mid range/low budget Middle Eastern guests (nothing in common with exclusive UAE or Oman properties). Consequently there is no alcohol on premises, no bars, no music, not even business travellers. Just a very non diverse set of guests who can’t afford going to other destinations We stayed in the executive suite which had a non functioning AC and no wifi. Incredible that we were given such a room considering that they had at least four others of the same category available. The issues were not fixed and we ended up moving to the same room category hours later. The hotel has enough staff for a motel, no concierge and more often than not one receptionist. Management is nowhere to be found. They are clearly cutting cost. Spa is reasonable but zero communication with staff, cheap oil generously used for the treatment making one want for it to be over Breakfast is equally disappointing. No fish, one choice of a fresh juice Location isn’t great either, 25 minutes walking distance from the city centre which is a lot for a relative small city. I’d never stay there again and regret not doing more research to find a better option in Sarajevo

The Swissotel Sarajevo is truly a world class property. Built recently, the infrastructure is modern and the design sleek. Favorites include the privacy and size of rooms, the high tech lighting and service controls, and efficient valet parking. The spa was an actual spa, rather than a hotel with a jacuzzi calling itself a spa, and we loved our visit to the salt rooms, hammam, sauna, and indoor pool. The panoramic views from the room made us want to stay there all day! The breakfast was included and was also superb. The only downside, which is clearly stated on their website, is that the hotel is dry. I imagine that a cocktail bar and wine room offered to the same standard as the rest of the facilities that do exist would make for a truly exceptional destination. Will stay again!

My flight was cancelled and the hotel refused to refund me back. It’s 2022… If the hotel would adopt a customer first policy, they would have refunded me, and I would have rebooked the following week. Taking money from people without giving services back is not ok, especially if there is force majeure (flight cancellation).

The hotel is trying to be exclusive, offering for example valet parking etc. But price wise almost double from holiday Inn across the road. Not worth it. In the midst of Sarajevo, Europe, it is a white hotel. You cannot have a glass of wine as 99% of the other guests are from countries with extreme religious beliefs. So 0 alcohol. This is something that should be clearly stated on the front of the website. Besides, if you are of any ill health, dietary needs or similar - the restaurant staff are extremely discriminatory and ignorant. After a huge argument between waiter and chef happened (of who would get me some gluten feee bread) the waiter proceeded to put each piece of my gluten free toast into the normal toaster… while I stood next to him, begging him to stop doing the exact thing! I have coeliac disease. He completely ignored me. I complained at the reception and no proper apologies nor compensation has happened. Disgraceful. Never again.

The hotel itself is pretty decent. I mean, if they would clean rooms better and fix some broken things it could be quite close to 5 stars. But the quality of service... it's awful! Here is the story: On the first morning of my stay a waiter told me, that I can have my breakfast early in the morning, and then I'm welcome to come for coffee and a snack until 10:30 AM. (Essentially, it’s ok to come have breakfast while the breakfast is being served, regardless of how many times you come) The next morning I came there at 10:00 (after having breakfast earlier in the morning) and the restaurant manager told me, that I'm only allowed to have coffee - no snacks. I decided to double check the policy with the front desk, and they reiterated that I can come for breakfast any amount of times, because it's a buffet, and it's included in the price of the room. The next day, the restaurant manager told me that front desk knows nothing, and that the rules are pretty strict - one breakfast, plus coffee. So, I got it, fine. However, when I came for my coffee the next morning... this same manager literally yelled at me, “I’ll charge you! Go away!" THE MANAGER YELLED AT ME! In a 5-star hotel. Can you imagine this? What happened after was even more ridiculous! The general manager of the hotel apologised for that type of behaviour and told me, "I'll arrange something for you". When I was checking out the next day, I asked the front desk manager whether the GM did arrange something for me. "Well, you could get anything you want in the lobby bar…” I looked at her in disbelief, because I was leaving the hotel and clearly did not need anything from there at that time. She simply shrugged her shoulders and said, “we had issues with the phone, so we couldn't tell you about it". Face-palm. Building - 4* Service - 2* Total - 3*. Not more. If you respect yourself - stay away.