Swissôtel Resort Kolasin 4 stars

You are going to be our choice again definitely!

it was nice experience stayng at your hotel and i will come again .The restaurant’s chef doesn’t seem to know why he doesn’t use salt — the food was tasteless. While we were there, we ordered pasta, gnocchi, and meat, and we had to add salt ourselves (although the food preparation was very good). Even in the morning, when we had eggs for breakfast, there was no salt at all! When returning from the ski slope to the hotel, the uphill path is very difficult with skis. I personally didn’t have a problem, but my wife was with our two children, and it was quite exhausting to climb up. As for our stay there, I have no other complaints apart from these things.

We arrived late afternoon (16:00 hrs) the booked suite was not available; it was unclear how our confirmed booking was changed. We accepted to wait for the requested suite, that took too much of time. It was around 20;30 only after we demanded to see the GM a room was offered. As a compensation one night was offered complimentary, we appreciated that.

Very good experience overall. I always choose this hotel because I love the location and the comfort. Its new modern design. The rooms are a bit small with quite a lot of furniture, and the walk to the end rooms can be long, but it’s not a major issue. The service has improved since last year the staff is more efficient and very polite.

Unfortunately, this has been the worst experience I have ever had at an Accor property. First of all, my reservation was to be paid at the property. However, the hotel attempted to charge my credit card before my arrival. When the payment could not be processed, my reservation was canceled without any attempt to contact me by email or phone. My card was temporarily closed for online transactions for security reasons, and I only realized the issue because I received a notification from my bank. I immediately contacted the hotel, paid for the first night, and reactivated my reservation. This situation could easily have gone unnoticed. As I’m a hotelier, I do not find this approach appropriate. The overall service quality was very poor. It is hard to believe that this is an Accor property. If the hotel is being audited, I seriously question how it passes inspections. The breakfast buffet was extremely weak in both variety and quality. The available products were in poor condition — for example, the tomatoes were crushed, and there was no omelet station. The buffet was refilled by waiters rather than being properly maintained and presented. I also requested a ladies’ kit. I was told it would be checked and sent to my room, but I never received any follow-up. When I called again, I was informed that the hotel did not have one. When I asked if there was somewhere I could purchase it, I was told I could find it in the city center. Please consider that this is a five-star ski hotel located in the mountains during winter season. It is unacceptable not to provide such a basic amenity under these conditions. The spa area was poorly maintained. There was water all over the floor, and a guest towel was placed at the sauna entrance to absorb the water. The sauna and steam room were not at the proper temperatures, and no staff seemed to be monitoring the area. Additionally, one night we woke up and realized that there was a power failure. Even the telephones in the room were not working, and since the elevators would also not be operating, we were concerned and did not feel safe leaving our room. The situation lasted for nearly one hour. In case of an emergency, such a situation would be completely unacceptable. During check-out, when we asked for a copy of our bill to review our charges, we were treated as if we had done something wrong. We were reluctantly allowed to check our expenses. Moreover, although we clearly stated that we would provide feedback about our experience, no apology was offered. We were simply told, “You can do so.” I would like to mention two positive aspects of our stay. The receptionist who handled our check-in provided excellent service and was truly professional. In addition, the restaurant manager (whom we met at breakfast) was friendly, attentive, and welcoming. I would like to sincerely thank them for their kindness and professionalism. Overall, this stay was a major disappointment. I expect a proper explanation. Sincerly,