Mariia B., Jan 27, 2026

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.

Ada B. B., Jan 22, 2026

The skiing access, spa facilities, and breakfast were genuinely outstanding and made the experience convenient and enjoyable, especially with our two young children (ages 2 and 6). However, several operational issues significantly detracted from what could have been a seamless stay. When we arrived at our suite, the kids' bed wasn't made and the baby cot was completely absent—we had to request it, though it did arrive quickly. More frustratingly, housekeeping left only two towels daily for a family of four with young children, forcing us to ask for more every single day. Similarly, toiletries weren't replenished during routine cleaning; they only appeared when we specifically requested them. Additionally, the restaurant food quality doesn't justify the price point. For what you're charging, the dining experience falls short of expectations. The staff responded promptly whenever we asked for anything, which suggests they're capable and well-intentioned. The real issue is that service feels reactive rather than proactive. A hotel of this caliber should anticipate the needs of families with small children without guests having to ask—especially for basics like adequate towels and proper room setup before arrival. The bones of this property are strong, but attention to these operational details would transform good into exceptional.

Driton M., Jan 19, 2026

My booking experience was extremely disappointing and far below the standards expected from a Swissôtel property. The booking process was unclear and poorly managed, with a lack of transparency and support. Communication was inadequate, and important details were either missing or not respected. Overall, this caused unnecessary stress and frustration for me and my family. For a hotel of this reputation, I expected professionalism, efficiency, and customer care — none of which were delivered during the booking process. Based on this experience, I would not recommend Swissôtel to others unless significant improvements are made in how bookings and customer interactions are handled.

Pavel S., Jan 14, 2026

Clean, warm, well-furnished rooms. Excellent service, very convenient ski room. Delicious and varied breakfasts.

Rezarta M., Jan 06, 2026

My stay at Swissôtel Resort Kolašin was nothing short of outstanding and exceeded every expectation. From the moment we arrived, we were welcomed with genuine warmth, professionalism, and attention to detail that immediately made us feel special. The hotel itself is stunning — elegant alpine architecture, immaculate rooms, breathtaking mountain views, and a peaceful atmosphere that defines true luxury. What truly sets this resort apart, however, is the extraordinary service of the staff. Every single member of the team was attentive, polite, and consistently went the extra mile to ensure our comfort. A very special mention goes to Daniel from the restaurant staff, who turned every meal into a memorable experience. His professionalism, positive attitude, impeccable manners, and sincere care for guests reflect the highest standards of hospitality. Daniel anticipated our needs before we even had to ask and made us feel valued at all times — a rare quality even among top-tier hotels. The food quality was exceptional, with refined presentation, fresh ingredients, and perfectly balanced flavors. Breakfasts were generous and varied, while dinners were elegant and relaxing, enhanced by the warm and attentive service. Swissôtel Resort Kolašin is not just a hotel — it is an experience of refined comfort, genuine hospitality, and flawless service. I highly recommend it to anyone seeking a luxury mountain retreat with a human touch that truly makes the difference. We will definitely return.