Swissôtel Resort Kolasin in Kolasin

We stayed at Swissôtel Kolašin from December 29 to January 1, booking what was advertised as a premium New Year’s experience. Instead, the stay turned into a sequence of service failures, hostility from staff, and complete lack of management accountability. The centerpiece of the stay was a mandatory New Year’s Eve Gala Dinner, required in order to book the rooms. We were a group of ten, including two children (ages 5 and 7). The evening started with delays and quickly went downhill. Food arrived late, some dishes were cold, and one fish dish had a strong smell suggesting it was no longer fresh. At one point, used cutlery was literally thrown back onto the table while staff told us, in a rude tone, that the dish should have been eaten with hands. The most unacceptable part was the treatment of the children. Despite repeated requests, the kids were left without food for over two hours while other tables were being served. Eventually, some food was promised to be sent to the room because the children were exhausted. Close to midnight, only two portions of cold chicken nuggets arrived. That was the entire “Gala Dinner” for them. The atmosphere in the restaurant was unbearable: extremely loud music (over 100 dB according to Apple Watch noise reports) and excessive heat, completely inappropriate for families. When we tried to calmly ask what was happening, the situation escalated. A member of our group was taken aside and threatened with “risk management.” Later, at reception, five unidentified security guards appeared and surrounded us while we were asking about the missing food. This happened in front of our children and felt like intimidation rather than customer service. This was not an isolated incident. The previous evening, we were aggressively confronted in the cigar lounge for smoking cigarillos, despite signage prohibiting cigarettes only. The same staff member was involved both times, showing a clear pattern of unprofessional and hostile behavior. Other issues added to the disappointment. The spa and sauna were overcrowded and poorly managed. With the ski resort closed due to lack of snow, there was little to do, yet the sauna was only turned on after 4 pm and requests to open it earlier were refused. Sleep quality was also poor due to extremely stiff feather pillows; despite a “pillow menu,” only two equally uncomfortable options were available. To top it all off, we were promised a meeting with the General Manager on January 1 at 9:00 am. No one showed up. No follow-up, no explanation. This was supposed to be a premium New Year’s holiday. Instead, it was ruined by bad service, neglect of children, intimidation by security, and total management silence. This hotel seriously damages the Swissôtel and Accor brand.

The rooms were spacious and very clean. Beds were very comfortable. Decor was amazing. Food was too good. Loved the Gnocci and Caprese salad with Olive oil sorbet.

The swimming pool and spa was not working. They should mention it while booking. Also the TV had only Youtube. The hotel network didn't allow to watch Netflix. You cannot connect with your phone which is very basic and we found it in small apartments even. So you expect that in such big hotel. After the shower, the bathroom becomes wet as the shower door cannot be fully closed.

The staff ignored a bleeding, injured animal on their steps for 5 days leaving the poor animal to die an agonizing death. When confronted the staff about the animal they continued to do nothing and mislead us promising they will somehow help any other injured animal on their property. They failed. The rooms had contaminated water but no warnings. We ended up having gastroenteritis issues.
Overall it was a huge disappointment