I am writing to express my extreme disappointment with my recent stay at your establishment, Swissotel Sarajevo. Unfortunately, my experience was far from satisfactory on multiple fronts. To begin, the service I received during my stay was nothing short of disappointing. The staff's attitude was consistently rude and unhelpful, making it difficult to feel welcome. The level of service I encountered was far below the standards I would expect from a hotel of your caliber. Furthermore, the condition of the rooms was appalling. The rooms were dirty, with noticeable stains on the bedding and carpets. It was clear that proper cleaning had not taken place before my arrival. This not only affected my comfort but also raised concerns about hygiene and sanitation. The reception experience was equally disheartening. The front office staff seemed disorganized and unresponsive, resulting in a frustrating check-in process. It is essential for a hotel to have an efficient and courteous reception, and this aspect was sorely lacking during my stay. The quality of the food, particularly the breakfast, was far below acceptable standards. The breakfast options were limited and of poor quality. It was disappointing to find such a lackluster selection and tasteless offerings during what should have been a pleasant dining experience. In light of these numerous issues, I regret to inform you that I cannot recommend Swissotel Sarajevo to anyone seeking accommodations. The combined impact of the subpar service, dirty rooms, rude staff, inefficient reception, and poor food quality has left me with an overwhelmingly negative impression. In light of this experience, I strongly believe that a change in general manager is imperative. Without a capable and attentive leader at the helm, the hotel's reputation will continue to suffer, and guests like myself will be left with no choice but to seek accommodations elsewhere.
Sobe: 1
Usluga: 1
Lokacija: 1

Found this hotel online and primarily booked it because of spa centar. Made reservations from 29.-31.12.2023. When we got into our room it was a disaster. The whole toilet was filthy, sheets on our bed had some dirty marks, pillow case was thorn and TV didn't work. They put us in another room, bigger and better. This room was better but still not clean enough, once again pillow case was thorn, coffee machine wasn't cleaned, we got just one role of toalet paper. Definitely not 5 stars level. We were tired from out trip and didn't want to change rooms once again. Went to spa centar. My God was that place cold. Swimming pool cold, the whole area filled with cold air, only two saunas. Their jacuzzi wasn't working and the only option you had is to pay extra for private jacuzzi (that of course is working when you pay extra). No one said they were sorry. I told all of our complaints but they just put it in the system and told us that manager is not there and no one else can help us. Because of my health I simply could not use this cold swimming pool or/and the whole area. We were so disappointed, sad and angry. On our last day I finally found the manager who told me that he is sorry for everything, that none of that should happen in that kind of establishment. But still, other then some nice words, he does not offer anything to us. They could give us a dinner or that private jacuzzi for an hour or you send a bottle of wine or you do just one of the many things Any good manager would do in this kind of situation. The only thing he offered us is that we pay another night and he will give us some bigger room. We are not crazy to give them more money after such disappointment. Two things are good : breakfast and location of hotel. You can get better service in lower class of hotel.
Grup. putovanje
Par
Sobe: 2
Usluga: 2
Lokacija: 5

Best view to wake up to! The hotel is located in the best spot. Connected to the biggest mall in Sarajevo. Clean, spectacular view from the Salt Room in the spa! You can relax and just take in the view. I recommend to go in the early evening to enjoy a sunset view. I stayed on the 17th floor which had a terrific view both day and night. Service was excellent!! The team in the restaurant, the bistro (breakfast) and lobby bar are all excellent!! The reception desk team were the most welcoming and offered a very warm hello on arrival. It is rare that in large hotels you can be made to feel at home, but the team here in this hotel really make you feel comfortable and at home in Sarajevo. There is a real kindness in the people. The team at the Spa were incredibly nice and made me feel relaxed and welcomed. Special shout out to Edin at the Spa, he was very professional and showed me all over both floors of the Spa and explained each of the services they offer in a conversational and non imposing way. His colleague Omar at the Spa was also very kind and professional, he shared so much with me about the neighbourhood and Sarajevo. They both gave me tips on where to visit during my short stay and suggested different times of the year to return to the hotel to enjoy Sarajevo more. Excellent Service. I work in leadership for a global airline, and I understand more than anyone, the importance of engaging customer service. The team at the Swissotel Sarajevo embodied all of this. See you soon!
Vrsta putovanja
Posao
Sobe: 5
Usluga: 5
Lokacija: 5
Istaknute stavke hotela
Luksuzno, Divan pogled, Romantično, Tiho, Povoljno

We really enjoyed our stay with Swissôtel Sarajevo. The staff is really marvelous: hospitable, informative, and keenly helpful. I also found the location wonderful for us, two tourists, who want walking access to Old Town, but who also might have grocery or item needs during our stay. Having a restaurant and a grocery (in addition to many shops and eateries) in the same block was very helpful. We enjoyed eating in the hotel as well, and we were pleased with the number of options, hot and cold. The staff that runs the breakfast is particularly good. The rooms were clean and surprisingly spacious. The view over the city is beautiful. I can’t think of anything Swissôtel Sarajevo could have done more to make of a pleasant stay, and we thank them sincerely for all they did to make our stay in the city wonderful and our travels before and after so much more convenient.
Vrsta putovanja
Odmor
Grup. putovanje
Par
Sobe: 5
Usluga: 5
Lokacija: 5
Istaknute stavke hotela
Luksuzno, Divan pogled, Romantično, Tiho, Pogodno za djecu, Povoljno, Visoka tehnologija

I recently stayed at this hotel and had an incredibly unpleasant encounter with one of their receptionists, which I feel compelled to share. On a night when I was feeling unwell and needed some assistance, the receptionist not only treated me dismissively but also used inappropriate language. When I politely asked for some water, he abruptly closed the phone on me. What was even more disheartening was witnessing him treat another guest with a warm and welcoming attitude during their check-in process. It's difficult not to suspect a discriminatory bias in his behavior, which is completely unacceptable. I believe that every guest should be treated with respect and courtesy, regardless of their background. My experience with this particular receptionist was not only unprofessional but deeply disappointing. I hope the management addresses this issue promptly to ensure all guests receive the service they deserve.
Vrsta putovanja
Odmor
Sobe: 4
Usluga: 1
Lokacija: 4

I received the room with no tissue in bathroom when i call for 5 times for the tissue every time they said ok we will send to you now from 15:00 until 21:30 still i didn't get it when i call again for many times they said we don't have How come 5 stars hotel without a tissue in the whole hotel!!!!!!!!!!!!!!!!!!!!!!!!!!! And you can see the disaster of house keeping and the level of cleanliness in pic I received the room with dirty spoon and some items and such a shame on 5 stars hotel the poor and bad service and cleaning And also the shower is not working properly and if you call them for million times no body answer. House keeping and maintenance and the service it's a really disaster in this hotel.
Sobe: 2
Usluga: 1
Lokacija: 5

Our stay at the Swissotel was absolutely delightful. The room was not only clean, spacious and immaculate but also offered us a breathtaking view of Sarajevo. The staff's warmth and welcoming demeanor were beyond compare. When we shared our parking ticket situation from Mostar, as we were unsure of how to pay it (since online payment wasn't an option), the front desk manager (a tall young guy but we forgot to ask his name) went out of his way to assist us in resolving the matter. Furthermore, the next morning when we mentioned that the breakfast coffee was too mild, he graciously provided us with complimentary Bosnian coffee from the bar. We wholeheartedly loved Sarajevo and our stay at Swissotel and enthusiastically recommend it.

Terrible experience and I strongly discourage anyone from staying there. 1) One of the rooms was not ready when we arrived at 3pm. They didn’t give us the keys to it until 7pm. 2) In 6 nights that we stayed over there, they never picked up the phone one single time. Not the reception, not the concierge, not even the spa. 3) the breakfast is below average + it’s like a zoo over there! I waited 10 minutes for an omelette. No one seats you down, no one asks you what you want. They are clearly understaffed in the hotel. The only good thing about the hotel is that it’s attached to the mall and the rooms are spacious.
Sobe: 4
Usluga: 1
Lokacija: 3

worst experience 1: rude service 2: never answer calls 3: there food isn’t good 4: bad room service 5: the swimming lady is so rude she treats you like trash 6: kicked us out for no reason 7: banned us from the pool because we weren’t done getting our stuff in time 8: the swimming lady was threatening us that she will get us banned from the whole hotel if we didn’t leave this second we told her we were getting out stuff she said I don’t care get out now or u will be kicked out of the hotel. HIGHLY RECOMMEND not going there
Vrsta putovanja
Odmor
Grup. putovanje
Porodica
Sobe: 1
Usluga: 1
Lokacija: 1

The hotel is clean and modern and staff is very friendly. It is quiet despite having access to the mall next door. It is on the pricey side. You have a few grocery stores in the area and modern food choices. However if you want traditional dishes or sightseeing it’s about 30/50 min walk.
Vrsta putovanja
Odmor
Grup. putovanje
Porodica
Sobe: 5
Usluga: 4
Lokacija: 4
Sobe
Rooms are very spacious, clean and modern with great views.
Mogućnost kretanja pješke
This isn’t very close to Baščaršija. It takes about 30-40 minutes walking.
Istaknute stavke hotela
Luksuzno

I went during off peak season and yet the service was awful Swimming pool out due to "maintenance". If this is preplanned then guests should have been prewarned. I booked the hotel because of the Swimming pool and wasnt able to use it Breakfast was awful, only scraps of food available. No cutlery no napkins no tea no juices. You have to repeatedly ask for basic necessities. Room cleaning was awful! They didn't change our sheets and had to call in order to get this done. Would not stay again and would recommend it is avoided
Grup. putovanje
Porodica
Sobe: 1
Usluga: 1
Lokacija: 1

Very nice stay in this hotel. The staff is extremely nice and helfpul, which definitely makes your stay better. Especially Emina and Azra were wonderful. Despite this being a big hotel, the service and communication was very personal and the staff made us feel at home. Breakfast is great. The rooms are very clean, spacious and with a wonderful view. Would definitely stay here again,
Vrsta putovanja
Odmor
Grup. putovanje
Par
Sobe: 5
Usluga: 5
Lokacija: 5
Istaknute stavke hotela
Luksuzno, Divan pogled, Povoljno

Recenzija se odnosi samo na SPA. Izabrali smo ovaj SPA obzirom da smo vidjeli da ima dosta sadrzaja i da je na dva sprata, medjutim pola od navedenog nije u funkciji: niti jedan jacuzzi, plutajuci bazen, parna sauna... Rade samo bazen, slana soba i sauna na drugom spratu. Za kartu koja je jedna od najskupljih u gradu, 75KM po osobi, te hotel ovakvog renomea ovo je sramota. Jedino bih istakla da je momak na recepciji bio ljubazan, te da je lokacija jako lijepa ali uistinu bacen novac jer nakon dva sata vec nemate sta narocito raditi...

Fantastic location and service. Now, the hot water temp and pressure is not consistent. The restroom didn't have any hand soap either. Otherwise was great.
Vrsta putovanja
Odmor
Grup. putovanje
Prijatelji
Sobe: 4
Usluga: 5
Lokacija: 5
Mogućnost kretanja pješke
Right next to the train and bus stops that take you to the old town.
Istaknute stavke hotela
Luksuzno, Divan pogled, Tiho, Pogodno za djecu, Povoljno, Visoka tehnologija

I left my expensive and beautiful bikini in the bathroom. I went back to get it the next day, and to my dismay it was never “found” by the cleaners. This Hotel obviously has cleaners that cannot be trusted. It was a nice stay but the thieving left me with a bad taste in my mouth…
Vrsta putovanja
Odmor
Grup. putovanje
Par
Sobe: 4
Usluga: 1
Lokacija: 4
Hrana i piće
Everything is close by.
Istaknute stavke hotela
Luksuzno

Amazing place, friendly staff, big luxurious rooms, amazing spa facilities and the best swimming pool I have been to. Recommend any person to go here.
Vrsta putovanja
Odmor
Grup. putovanje
Prijatelji
Sobe: 5
Usluga: 5
Lokacija: 5
Istaknute stavke hotela
Luksuzno, Divan pogled, Romantično, Pogodno za djecu, Povoljno

Worst room service ever seen. You can not call reception room service or anything coz they never take the phone. The explanation is they don't have staff enough. The room git never cleaned even though we asked for it. For just a short question we had to wait half an hour every time by reception. Never choose

Unfortunately, the hotel wasn't 5 stars as we expected. Although beautiful on the outside and inside the lobby and spa, the room was so-so at best. And the breakfast was mediocre. Location was good.
Vrsta putovanja
Odmor
Grup. putovanje
Par
Sobe: 3
Usluga: 3
Lokacija: 4

Nothing so special with the hotel and it lacks luster. The rooms need to be thoroughly cleaned. Our room had food residue on the coffee counter and food crumbs on the carpet that remained for the duration of our stay.
Sobe: 2
Usluga: 3
Lokacija: 4

Good stay. Staff was decent. Not overly friendly but consistent. Room was nice. Bed was comfortable. View was great! Pool was closed for maintenance so didn’t get to enjoy. Had to pay for the private hot tub which was a little weird as we … Više

Nice centrally located recently opened five year old new hotel. Unfortunately, one could predict that after the chaotic opening and the substandard management at the time of the place would lead to a downhill operation and quality, sadly, … Više

Even though we reserved our place almost two weeks ago, we were not given nice view table, plus food especially Ramadan monu is not that fresh and delicious at all except desert. Their baklava is tasty and so delicious with coffee. This … Više

Moderno, cisto, uredno. Ljubazno osoblje uvijek na raspolaganju cim nesto zatreba. Odlicna lokacija. Dobar spa centar, jedino masaze poskupe.
Vrsta putovanja
Odmor
Istaknute stavke hotela
Luksuzno, Divan pogled

Definitely _not_ worth. Much discomfort, which can not be compensated by the good will of the staff. - Lifts can not be controlled from inside. Once you are in, you are a prisoner. … Više

Located in the center of Sarajevo, with a kind and courteous staff, we were pleasantly surprised when our room was upgraded to a suite. We had a very comfortable and enjoyable stay. Više

5 stars hotel and they don't answer the phone! And when they answer they don't get you what you want Today I called 3 times for room service and no one came in more than 2 hours! … Više

Friendly staff, spacious rooms, good location, walking distance to old town. Special thanks to the chef who prepares delicious omelets in the breakfast. Više

easily five stars. needed one of the amenities suddenly and the two gentlemen at the front desk really helped out. gorgeous hotel. fabulous location! Više

clean, big room & bathroom. firm, comfortable pillow & mattress. satisfactory hotel breakfast. good location; next to a shopping mall. Više

Amazing hotel. Great view, comfortable rooms , excellent breakfast.