Novum House

The room was on the second floor and there was no lift, so be careful if stairs and luggage are difficult for you. The location is good, but it's next to a tram line. Roadworks are going on and the road is closed, so on workdays the only noise is from the roadworks. We waited for booking information and worried we wouldn't be able to get into the property. We wasted time trying to call, and there was no one to speak to except AI. Once we finally got in, the room was awful and hadn't been cleaned: rubbish everywhere, unmade beds, urine in and out of the toilet, food in pans and dirty cutlery. There was no front desk, so it was hard to reach anyone. The cleaner arrived at 8:30 pm, changed the sheets and cleared some food, but left us no towels or toilet paper and didn't clean the toilet, floor or surfaces. She also left a pan of old pasta. We tried to contact someone again and got no response. There's a coffee machine but no coffee, and nothing to wash the dishes with. Don't leave your luggage in storage or you may never get it back. Management here seems nonexistent, so if something goes wrong you could be left to fend for yourself. Other guests had similar check-in problems when we arrived. See the photos of the room as we found it. I strongly advise against staying here. It ruined our holiday.

The only good thing was how close it is to the old town. We booked through hotels.com, but when we arrived we found it was an apartment with no reception. There were flies and insects inside, and the host blamed the trees around the building. We also had to climb three floors with our luggage because there's no elevator. It took 30 minutes to reach someone by phone, costing me money on a roaming call. They use AI to send check-in instructions, but they weren't clear and didn't help with different problems. They blamed hotels.com for not passing on my email address instead of contacting them to get it and send the instructions. They expected guests travelling without a local number to make roaming calls. The air-conditioning remote had a dead battery when we checked in, and I had to go out and get a replacement myself. Thankfully it wasn't midnight and the shop was open. I've never seen such an irresponsible host, deflecting responsibility and blaming others for every problem. Check-in and the stay were a nightmare.

The room was okay, not great or terrible, and the location is quite good. But the residence isn't staffed. I couldn't leave my luggage before check-in because there was no key as the instructions said there would be. The remote staff were highly unprofessional. This was a business trip, and despite several reminders, I never got the invoice I requested.

We had a spotless two-bedroom apartment and the beds were really comfortable. The location was perfect, just five minutes from the main square. The service was great: we were allowed in early, luggage storage was available, and the toiletries were lovely. The shower had excellent pressure and temperature. I'd highly recommend it.