Life by CK
November 10, 2025
We booked a Comfort Suite for two nights at this property. Upon arrival, we were initially assigned the correct room category; however, the door was broken. We immediately reported this issue to the hotel, as we did not feel secure in the room. As a courtesy, the team offered us a different room along with a €10 per night compensation. Unfortunately, the replacement room turned out to be a downgrade — smaller in size and not equivalent to the Comfort Suite we originally booked.
We requested to be moved back to the same category once available, but were informed that the hotel was fully booked and the issue would be resolved later that evening at 9 PM. When we returned, no repairs had been made. As it was already late, we had no choice but to stay in the downgraded room. The following day, we followed up again, but the door issue remained unresolved.
On our last night, we encountered another concern — a cockroach in the bathroom. Despite reporting this incident, there was little to no sense of urgency or concern shown by the team.
As a fellow hotelier, I fully understand that operational challenges may occur. However, what stood out most in this experience was the lack of proper service recovery and accountability. Unfortunately, I must mention the disappointing customer service provided by Emanuel, Lea, Edin, Ivan, Jovica, Matea, and Ana.
This stay could have been easily salvaged with genuine care, timely communication, and proactive resolution — key elements that define true hospitality.
