Heritage Grand Perast

The setting is beautiful: the architecture is striking, the atmosphere is lovely, and the views over the Bay of Kotor are breathtaking. Heritage Grand Perast sits in one of Montenegro’s best locations, and the frontline staff were friendly and clearly tried to help. That makes the rest of our experience all the more disappointing. We were there for a family wedding and spent a significant amount of money. For a hotel that presents itself as five-star luxury and charges some of the region’s highest rates, the service fell far short. Breakfast was a repeated struggle. Basic egg orders often took more than an hour, and one took about 90 minutes. Coffee arrived cold at times, staff seemed overwhelmed and unsupported, and guests had to chase them for basic service. The food quality also didn’t come close to what you’d expect at this price or from a hotel marketed as five-star. Some dishes, honestly, wouldn’t have seemed acceptable at a budget place like an Ibis. The restaurant felt poorly managed, with little sign of supervision, quality control, or attention to detail. Housekeeping was another major problem. Our room was regularly left dirty after only the barest tidy-up, the linen often wasn’t changed, and we had to ask repeatedly for proper service. My partner eventually felt she had to tip housekeeping staff in cash to get the sheets changed and the room cleaned properly. Whether or not that was truly necessary, it left us feeling that extra cash was expected for basic housekeeping. Nobody paying luxury prices should come away with that impression. There were maintenance issues around the property too. The shower in our room leaked constantly, and several joinery doors were loose and poorly maintained. One door came off and injured another guest’s foot. That should never happen at a hotel positioning itself as a luxury destination. The frontline team generally seemed willing to help and did a good job, but we saw no effective middle or senior management, supervision, or accountability. Problems weren’t handled proactively, standards slipped, and guest concerns seemed to get lost. Several people who’d stayed when the hotel was operated under Rixos said standards had deteriorated significantly since the ownership and management change. Based on what we experienced, I can’t disagree. It’s especially disappointing because the property, location, style, and atmosphere have the makings of a world-class hotel. The location deserves five stars, and the frontline staff deserve credit for trying. But poor management and the overall service let the place down. Heritage Grand Perast could be one of Montenegro’s finest hotels, yet in its current state the experience doesn’t justify the premium price. We expected much more for what we paid.