"The hotel deserves 5/5, but some shortcomings prevent me from giving that rating, because despite the very good intentions of the entire team, there is room for improvement, and I am listing them in hopes of helping that happen and allowing for a perfect experience for the hotel's guests.
First, the good points: Very beautiful hotel, very luxurious, modern, and pleasant. I was entitled to an upgrade to a Junior Suite for my Gold status. The room is beautiful, large, and has a beautiful 180° bay window partially overlooking the castle. The only thing that bothered me a little in the room is the automatic toilet flush... A bit too modern for my taste :)!
The staff is welcoming, polite, and professional.
The hotel is very well located, within walking distance of all points of interest.
The breakfast is very good, very varied, with quality products. The view from the restaurant on the 20th floor is magnificent.
The AI Concierge via WhatsApp is very interesting and practical. The external service offered by the hotel for airport transfers is convenient and of good quality, even if it is a bit expensive. They even offer round-trip transportation to Bled, which is worth the detour.
Things to improve:
We arrived after 3:00 PM, our room was not ready, but since we received an upgrade and the wait was not long, everything was fine. We were asked to wait at the bar, but the least they could have done was offer us a drink, even a glass of water! ALL Accor offers welcome drinks to all its members at check-in...
I requested down pillows (soft) before arriving because I have neck problems. Usually, there are two types of pillows by default in IHG hotels, even Holiday Inn, but unfortunately, this request was not followed. The bed duvet was too small for a King bed and two people. So I had to ask for this to be remedied after the room cleaning the next day. Surprise, we went out from 11 AM to 3 PM and the room was not cleaned (even though I did turn on the light requesting the room to be cleaned), and no pillows, nor duvet! I asked again for it to be done during our late afternoon outing, but upon our return, the room had been cleaned superficially by the night service (no daytime cleaning), and nothing regarding my requests! I asked again, and then we were delivered twice with several duvets and several pillows :)))! So, I think there is room to improve the efficiency of Housekeeping/room service :), even if there is good will. The next day, they only left us one bottle of water, too little for the day and two people. I went down to the front desk thinking I would pick up a second one at the bar, but I was told no, it would be delivered to the room, we waited 1 hour, without knowing what to do. At 8:30 PM, the night service showed up (a bit late in my opinion), and I took the opportunity to take two bottles! Also, there were no cotton pads or cotton swabs, you have to ask for them and they came at first in dribs and drabs... It was after the 2nd request that they understood that they were needed for every day.
For breakfast, they don't explain to you that there are dishes you can order with the buffet, you discover it yourself. In my opinion, there are few servers for the number of guests, and the coffee is not good at all, it's a real shame! Because the rest is very good.
Finally, only two out of three elevators are working, and therefore a lot of waiting, even if the hotel was not too full at the time of our stay.
Thank you to the whole team. Ljubljana is a little marvel and is worth the detour..."
