Apart Hotel K

I checked into this hotel on January 5th, two months ago. I'm from China and have lived in Belgrade for over a year. The staff's service was the most professional and courteous I've experienced, even after stays in many excellent hotels. Calling it the best is honestly how I feel. That night, with heavy snow outside, the staff let me check in and get warm before asking for payment. It gave me a sense of trust between people that I'd lost in China. Later, when I had stomach pain in the middle of the night, a staff member went with me to the emergency room so I could get timely treatment for acute gastric perforation. People from every country are welcome here in Serbia. The staff can bring back that long-missed sense of trust, like a perfect 1980s.

Let me be clear in response to your reply. It misrepresents the facts, is highly unprofessional, and uses personal attacks to deflect from several failures. We did not use “threats and blackmail”; that claim is completely false and seems intended to discredit a legitimate complaint. We have the full email chain and would share it with anyone. It contradicts your account. From the beginning, we consistently requested and confirmed sleeping space for seven individuals. We asked more than once about arrangements for seven and specifically whether the studios had two beds. Your team confirmed, “Each studio with balcony has two separate beds.” You accepted and confirmed three double rooms for three people in total, plus two studios with balcony for four people, five rooms for seven people altogether. That setup depended on the studios having the separate beds you assured us were there. The problem was not a request for extra separate beds. Because of your water supply problems, you moved us unilaterally to Galaxy Apartments, and that property did not honor the confirmed room arrangement. All five rooms had just one large bed each, leaving five beds for seven people. The separate beds for four people that you had promised were not provided, forcing us to find a last-minute solution. Check-in at the partner hotel was a nightmare. The staff member didn't speak English, so resolving the room mistake was impossible. Your email said payment could be made at reception on arrival, by cash or card, but the receptionist accepted cash only. We hadn't been told the payment terms had changed. After half an hour trying to sort out your company's error, the only solution offered was to pay cash for a sixth room, which we wouldn't have needed if the original five-room setup had been provided as confirmed. The disappointment came from a series of failures: the unannounced handoff, the wrong room allocation, staff we couldn't communicate with, and a change to the confirmed payment terms. Your reply ignores those facts and insults our group's budget, which is disgraceful and unprofessional. We aren't blackmailing you. We wanted you to make things right for the extra room we were forced to pay for, but you ignored our emails. We have every right to tell people what happened.

This booking was a disaster from the start. The hotel handed our reservation off to another facility and hasn't replied to our emails about what happened. We had repeatedly confirmed that we needed seven separate beds for seven people. At the secondary hotel, we were given five rooms with one large bed apiece, and there were no single beds available. That left us with only five beds. The receptionist spoke no English, so we couldn't resolve the problem, and the hotel accepted cash only, a frustrating policy we hadn't been told about. After half an hour trying to fix an issue caused by the hotel, the only option offered was to pay cash for a sixth room. One person in our group had to pay extra, and two people had to share a bed, which was completely inconvenient for them. The hotel switch, wrong rooms, and poor service were all unacceptable. We're extremely disappointed and expect a refund or some compensation for the extra room, but we still haven't received any communication.

The team at Apart K are the loveliest, most caring people. They were incredibly helpful and went above and beyond to look after their guests. I can't recommend them highly enough!