Novi Zagreb Holidays

I booked a double room based on the advertised listing, but when we checked in at 11pm, we were given what was clearly an economy double room. The room looked nothing like the photos, was smaller than advertised, and had a different bed setup. The listing showed a king bed or two singles, but we were given a standard double bed.To make matters worse, there were also little flies throughout the room, making the stay even more unpleasant.I spoke to Luca at reception, who initially denied there was any issue. When I explained that the room did not match the advert, he said the photos were “just for advertisement” and did not need to look like the actual room. I pointed out that the room was not even the same size (we had a tape measure with us), but he continued to deny it.He then showed me a Hilton listing with roses on the bed and asked if I expected my room at the Hilton to have roses when I arrived. This completely missed the point — I was not expecting decorations, I expected the room I paid for to match the advertised size and description.After showing him the listing again, he simply said, “I don’t know what you want me to say.” He told us there were no other rooms available. I asked him to inform the manager, who he said would arrive at 7am, but when we went down in the morning we were told she “wasn’t here.”We had booked two nights but left after one night and stayed elsewhere. Hotels.com contacted the hotel for a refund, which they refused, but thankfully Hotels.com re

Excellent location to explore the old town of Zagreb. All trams passed the front door.

The staff was really friendly and the location is spectacular, close to the center