We booked one of their off season packages that included a room upgrade (if available), Breakfast on the three mornings, one dinner and a couple of basic Spa treatments which we did not have time to avail off and car transport from and to the airport. The room we booked was a superior deluxe and we expected to be upgraded to an executive room. The room we were given was a superior deluxe and it was only after settling in and unpacking that we realised we had not been upgraded, nor was it mentioned at checkin. We queried this and were told that there were only three executive rooms and that an upgrade was not available as a result. I challenged this as it would seem that they were offering a package where the main benefit, the upgrade, was highly unlikely to be available.
Once challenged they very quickly arranged for the upgrade – it was dealt with very well and they sent someone to help us with the move to the other room but I do wish it had not happened.
The only difference between the deluxe room and the executive is a Spa bath on the balcony enclosed by glass. In fact, if you are not interested in the Spa bath the deluxe room has a much more panoramic view of the sea and I would recommend it over the executive room. The rooms are really nicely done with wooden floors and high end TV and furnishings and a very nice bathroom. We relaxed immediately.
The views are tremendous overlooking the sea and the old town. The boat shuttle was not operating as it was too early in the season but there was a regular shuttle bus laid on into the old town.
We went down to dinner in the restaurant on the first night. The waiter said that he hoped we liked fish as the package menu was a five course of squid terrine, baked scallops, chickpea soup, seabass and white chocolate fondant. We do like fish but didn’t want it for the whole meal and were very disappointed that there was no choice. The food was excellently prepared, there was obviously skill in the kitchen, but please cater for your guests tastes, not everyone will like a full fish meal and a choice would be preferred.
Overall we liked this hotel and it has a lot to offer however if you are offering a “deal” please make sure it doesn’t compromise what is obviously normally a very high end experience.
The staff deserve a mention in that all were very professional and friendly. The Croatians in general that we met were all friendly and a great sense of humour, very akin to the Irish sense of humour. Apart for the very impressive old town Dubrovnik the hotel is also ideally situated for a day trip to Montenegro, it is a very easy and straightforward drive to Kotor Bay and well worth doing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your recent visit with us, and for taking the time to post your review.
We regret to hear, that our facilities and accommodation units didn’t meet your expectations.
Our packages are developed with an aim to provide a special touch of Villa, to experience the best of the best during the stay, from arrival to departure. We want to provide something special , a chance to experience our best services: which includes Spa treatment, dining at the restaurant and if availability at the time of check-in.the upgrade.
I reviewed your feedback together with my team. Unfortunately the upgrade from your reserved Deluxe room to Executive room was not available at the time of check-.in because, you had an early check in and upgraded room was still not ready. I am glad that you appreciate the upgrade as soon as it became available.
In the restaurant, our Chef prepares local fresh ingredients and his menu is based on seafood since we are on the Adriatic coast, and we have an advantage to have fresh seafood on the daily base. Our Chef wants to provide each guest the best taste of our region, from seafood to vegetarian and meat dishes, which you can choose from our a la carte menu.
I am also always very happy to read compliments about the staff, as they work amazingly hard and are truly dedicated to customer service. We constantly endeavour to surpass our guest’s expectations of service and it is always wonderful to hear that these efforts are noticed.
Once again, thank you and hope to welcome you back on your next visit to Dubrovnik
Mirna Loncar Strazicic
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.