Pucic Annex

We had booked 5 months before our stay requesting, among other things, 1 room with twin beds. We had confirmed by phone that we would indeed have such a room, which was confirmed to us. We were there in high season and paid over 1000 euros a night and we were there for three nights.... Non-refundable... Upon our arrival, a disillusioned and condescending young lady informed us that she was sorry but that there was no room available with twin beds and that it was not her fault. Well-programmed in her response that she was only a receptionist and that she could do nothing about it. She couldn't have cared less! We were bothering her, to be polite.... Elie is obsessed with his cell phone. Arriving in the said room, room 1, no air conditioning, it is 27 degrees, no privacy and on the first floor on a busy street where the Venetian blinds in the room do not close! The poor man escorting us didn't know what to do. He was truly uncomfortable. A horror story We have traveled all over the world, never seen such a couldn't-care-less attitude! We were not asking for charity, just a minimum for the price paid.

We were very disappointed with our stay at the Pucić Palace in Dubrovnik, particularly given that this property is presented as a five-star hotel. The biggest issue was the air-conditioning. Visiting Dubrovnik in August/September means dealing with significant heat, and the air-conditioning was simply inadequate. Even more surprising, the lobby had no effective air-conditioning at all. Aside from being uncomfortable for guests, it seemed like terrible working conditions for the employees who have to spend their entire shifts in that heat. This is certainly not what we expected from a five-star property. Another major frustration was the lack of bellhop assistance through the Old Town gates after 7 PM. When staying at a luxury hotel in a pedestrian-only area, assistance with luggage and transportation logistics should be part of the experience, especially considering the price and five-star designation. Having to navigate this on your own after 7 PM was extremely disappointing. Overall, the service was just OK and did not feel like five-star service. However, one shining star was Antonetta, who was extremely helpful, accommodating, and genuinely seemed to care about our experience. She deserves special recognition. There are positives: the location is excellent, and the views are beautiful. Unfortunately, those things were not enough to overcome the lack of adequate air-conditioning, limited guest assistance, and an overall experience that simply did not live up to five-star expectations. For the price and rating, we expected considerably more. Management should seriously address the AC issues as staying in rooms where they only cool down to appx 80 degrees Fahrenheit (appx 27 degrees Celsius ) is unacceptable and the portable air conditioning units did very little to help cool the room. If you advertise and charge as a five-star hotel, guests should receive a five-star experience. We did not

There were five couples of us staying at your hotel in Dubronovic on Saturday 8 August . We are used to staying in five-star hotels, which is why we chose your hotel. The service was shocking for a five-star hotel.  1) Check-in: having arrived early in the morning at 9.00 am, we asked if it was possible to check in before the scheduled time of 2.00 pm. We were allowed to check in at 2.10 pm only after I had made a clear complaint; 2) Check-out: for just one room, we asked for a late check-out as our guests had a flight at 8.00 pm. We were allowed to check out an hour later than scheduled, i.e. at 12.00 pm instead of 11.00 am, and even paying extra didn’t secure an earlier check-out as the cleaning staff leave at 5.00 pm !!!!! 3) Rooms: four out of five rooms had broken air conditioning, with the temperature at 28°. Following strong complaints from 3.00 pm until the evening, the temperature dropped slightly in two rooms. One room had an extremely noisy cooling unit which prevented them from sleeping. They asked, at the very least, not to be charged for the water they drank during the night, but this request was refused. 4) In my room, the hairdryer was broken and not replaced, despite two requests.