Hotel Dvorana

Update: The hotel's reply says it is clarifying important points, but to me it twists the facts and sidesteps the questions. I still want to know why guests who specifically bought the cinema and game center package weren't told ahead of time that the cinema had broken on Friday, when we were checking in on Saturday. I hadn't bought a sauna package, and I don't even like saunas, so why assume an hour there would make up for what I paid for? A voucher for a future visit is no use to me either. I don't live in that city, and I don't know if or when I'd return. I paid for a hotel stay with a cinema experience. If I just wanted to go to a cinema, I could do that in my own city. With the poor communication, who knows if it would even work next time. Good customer service would have meant telling us in advance and letting us choose whether to reschedule or accept another form of compensation, such as money or a different service. Choosing for the customer and offering something they never signed up for feels like a way to silence complaints. Maybe the hotel is busy hosting football players and making money, so a few other guests don't matter. Well done. Original review: My husband and I booked a package with access to the private cinema and gaming room, and paid for that experience. Only when we arrived did they tell us the cinema wasn't working. We asked why we hadn't been warned so we could reschedule, but got no reasonable answer. They offered us an hour in the sauna instead. That doesn't make up for the two-hour private cinema experience they advertised, and I wouldn't have booked if I had known. The city is known for spas, so why would I pay this much to use your sauna? They said we could use the game room, but warned it was quite messy because football players were staying there. The place felt completely unprofessional and lacking in service. The bad location and smell were other issues. For us, it was a big regret. The hotel is a scam, don't make the mistake of coming here. There are better and even cheaper places.