"Monte Mulini is, without question, a beautiful and very high-end hotel, and there are several members of staff who deserve special recognition.
First of all, the breakfast and dinner team for the half-board service deserves enormous praise. The staff are exceptionally polite, warm and professional. Even when small issues occurred, they handled everything perfectly, always professionally and always with a smile. A special compliment goes to the team members from Serbia, particularly the ladies, who were absolutely fantastic throughout our stay. Their attitude, kindness and professionalism are exactly what you would expect from a hotel of this level.
The same goes for the team at Monte Mulini Beach. The gentlemen from Serbia, together with the Croatian ladies working there, provided outstanding service. They are constantly smiling, attentive and helpful, even while serving guests in temperatures close to 40°C. Nothing ever seems to be too much trouble for them. Truly excellent service and a team the hotel should be very proud of.
Unfortunately, there is one area where our experience was completely different: the two valet/bell staff members who welcome guests at the hotel entrance, take care of the cars and assist with luggage.
For a five-star boutique hotel of this calibre — and at this price level — I simply do not think the hotel can afford to have such an important first point of contact operating below the professional standards of the rest of the property.
The arrival experience is extremely important. It creates the guest’s very first impression of the hotel, especially at a luxury property such as Monte Mulini. Unfortunately, in our experience, these two gentlemen were far below the level of professionalism, hospitality and attitude that should be expected from a five-star hotel.
This contrast is particularly noticeable because so many other members of the Monte Mulini team are genuinely exceptional.
Overall, we had many very positive experiences, and the quality of the restaurant and beach staff deserves the highest praise. However, I strongly believe management should look carefully at the arrival/valet service, because the first impression should reflect the same exceptional standard that guests experience from the best members of the Monte Mulini team."
