AB Ljubljana - The Residence

We’d give this zero stars if we could, because management was arrogant and refused to acknowledge our complaint. We’re not demanding people, but after paying close to €2000 for a very disappointing six-day stay, we expected basic decency and a reasonable level of service. My partner booked this “luxury residence” for my mother-in-law and sister-in-law, who had come from Canada for a birthday trip around Europe. We live nearby, but our apartment is too small and has no elevator, so we wanted them to have a comfortable place of their own after a 30-hour flight. They’re both disabled and have special needs. We chose it for the two separate bedrooms with en suites, the listed amenities like an elevator and kitchen, and the location. There were safety and access problems right from the start. The elevator was pitch black when they arrived, and getting from it to the apartment was difficult: there was a step down because it didn’t line up with the floor, followed by a very narrow wooden balcony leading to the room. It was inaccessible for someone using a walker or carrying heavy bags, and the greeter offered little help with their luggage. Later, the elevator stopped working on the third or fourth day, leaving my mother-in-law essentially trapped inside for a whole day. It eventually worked again, but was still dark and frightening to use, with obvious technical problems that made it seem liable to break at any time. Inside, the dishwasher door hatch was broken and slammed down under the weight of its mirror, so they couldn’t use the dishwasher and had to wash everything by hand. It hit my mother-in-law and left a large scratch on her leg, though thankfully it wasn’t a serious injury. Management’s solution was to leave the door open all the time. The shower was clogged, but the owners did fix that the same day. The curtain fell off the glass room when they tried to close it for privacy. The TV didn’t work either. I sorted it out myself by calling the internet provider at 11 p.m. on the fourth day. They said the TV wasn’t connected to the right router. There were no instructions for using the two remotes to find the right source, which can be especially hard for older people. The kitchen was poorly equipped, with barely any knives, one gross cutting board, and other basic cooking items missing. The tap was covered in limescale and sprayed water across the counter. It looks good in the photos if you like tacky Trump-like decor. They were given only two rolls of toilet paper and a few tiny toiletries for six days, so we had to buy more, along with paper towels. There was a roll of industrial paper towels in the kitchen with no dispenser or cutter, so they had to use scissors to cut off what they needed each time. Why? No cleaning or towel changes were done during their stay. I understand this isn’t a hotel, but for a longer visit they should at least collect the trash. The kitchen bins were too small, and there was nowhere else in the whole 90-square-meter apartment to put it, even though the place is meant for six people. There may have been other problems, but I’m trying to forget the experience. I feel embarrassed that we chose this place and angry that it calls itself “luxe.” I love my city, and don’t want tourists’ holidays spoiled by this awful place the way theirs were. We raised all of this and more with management after checkout, and they didn’t even reply. Totalna sramota. Please avoid.