Swissotel Resort Kolasin

The rooms felt like home and had everything we needed. Housekeeping and the location were excellent, and the ski room had new, quality equipment with helpful staff. If there's snow and the weather cooperates, it's well set up for a good ski trip. There were a few letdowns. The spa is too small, and there's not much to do at the hotel if you don't ski. After skiing, we also wanted more places in the lobby to sit with friends. We booked half board, but regret paying extra for dinner. The buffet didn't meet Swissotel resort standards and wasn't worth the price. Breakfast was not bad, and I'd suggest trying local food in the town center, about 15 minutes away by car. On our last day, because there weren't enough guests, the hotel stopped the buffet and gave us a menu instead. The options were far too limited for Swissotel standards, so we chose not to eat there. We understand why they might cancel a buffet to avoid wasting food, but a warning would have given us time to book a proper restaurant. When we asked for a refund for one day's half board, they said nothing could be done. The housekeeping staff, porters, and waiters were kind and helpful. Reception and administration, though, weren't good at solving problems.

Daniel, a waiter in the restaurant, was genuinely helpful. There was no dinner buffet or kids' menu, and he found a solution for us. The employee in the ski room was also very nice. Reception staff were polite, but that was as far as their helpfulness went. We stayed in a Signature Suite at a beautiful hotel, but the service was poor. Cold air came through large gaps in the closed windows, and frost formed on the frames. None of the interior doors locked. One wouldn't close at all and creaked whenever it moved. The bathroom door also stayed open, leaving a couple of centimeters of space directly across from the toilet. On our first day, we were offered another room, but it was smaller, had a worse view, and would have meant packing up everything we'd already unpacked. We received a 30-minute massage instead, which might have been fine if that had been the end of the problems. The room brochure mentioned a trip to a nature reserve. Reception told us it was open, but when we got there, the gates were closed. The reserve doesn't open until May 1st. We also waited five hours for water to be delivered, despite leaving and coming back, going to lunch, and reminding staff several times. Although five people were staying in the room, there were bedding and bath amenities for only four. We asked several times and kept hearing, "yes, yes, of course," but our child couldn't go to bed. We checked in during the afternoon, and the bed wasn't made until around 8 PM. After the room was cleaned, both bathroom trash bags were left in the middle of the room. Reception insisted staff follow a strict procedure and couldn't have left them there. Apparently, they thought we had brought the bathroom rubbish into the kitchen ourselves and hidden the replacement bags. The hotel really needs to improve its service.

It's a lovely new hotel, but it's a long way from town, so keep that in mind. The food selection was excellent, though it wasn't hot. The rooms were very cold because central heating had already been switched off. I'd still recommend the hotel.

We booked Swissôtel Kolašin for December 29 to January 1, expecting a premium New Year's stay. It turned into a series of service failures, hostile interactions, and no accountability from management. The mandatory New Year's Eve Gala Dinner was required to book our rooms. There were ten of us, including children aged 5 and 7. The meal started late, some food arrived cold, and one fish dish smelled strongly as if it might not have been fresh. Staff rudely told us a dish was meant to be eaten by hand, then literally tossed used cutlery back onto the table. The children were left without food for more than two hours despite repeated requests, while other tables were served. When they were exhausted, we were told food would be sent to the room. Close to midnight, two portions of cold chicken nuggets arrived. That was all the Gala Dinner they got. The restaurant was also uncomfortably hot, with music so loud that Apple Watch noise reports showed over 100 dB. It was completely unsuitable for families. When we calmly asked what was going on, a member of our group was taken aside and threatened with "risk management." Later, five unidentified security guards surrounded us at reception as we asked about the missing food, in front of our children. It felt like intimidation, not customer service. The hostility had started the evening before, when the same staff member confronted us aggressively in the cigar lounge for smoking cigarillos, even though the sign prohibited cigarettes only. It felt like a pattern of rude and unprofessional behaviour. The spa and sauna were overcrowded and poorly managed. There was little else to do because the ski resort was closed for lack of snow, yet the sauna wasn't switched on until after 4 pm and our requests to start it earlier were refused. We also slept badly on extremely stiff feather pillows. Despite the advertised pillow menu, there were only two options and both were just as uncomfortable. We were promised a meeting with the General Manager at 9:00 am on January 1, but nobody came, and there was no follow-up or explanation. The holiday was ruined by bad service, the way the children were treated, intimidation by security, and management's silence. This experience seriously damages the Swissôtel and Accor brand.