Doubletree By Hilton Hotel Zagreb

“Not great”

Good reception service but breakfast staff service was poor. Unfriendly and no enthusiasm shown - unwillingness to provide basics like coffee stirrers or replenishment of items. Also for a well known brand and as with other hotels in the chain there was no allergens or signage for vegetarians or ve… more

Good reception service but breakfast staff service was poor. Unfriendly and no enthusiasm shown - unwillingness to provide basics like coffee stirrers or replenishment of items. Also for a well known brand and as with other hotels in the chain there was no allergens or signage for vegetarians or vegan items which was very disappointing

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“It was average”

I went to the hotel for our couple’s stay everything was good the room the reception the breakfast buffet was good only the dinner was very bad , I order one grilled salmon and chicken both were terrible, when I sent the dish back unfinished they did not even bother to ask if anything was wrong wit… more

I went to the hotel for our couple’s stay everything was good the room the reception the breakfast buffet was good only the dinner was very bad , I order one grilled salmon and chicken both were terrible, when I sent the dish back unfinished they did not even bother to ask if anything was wrong with the food , the waiter there was completely rude , my husband said that the olive oil is finished and instead of politely informing that we were doing something wrong he poured so much olive oil in his bread on his food directly even he took one plate and wasted so much olive oil just to show us that there is still some in the bottle , very bad experience with the restaurant. I will be not going back there and would not recommend as well , if you would like to stay for just a night or couple of nights it’s good but only include breakfast dinner is not worth it.

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“Very Disappointing Hospitality for a Hilton Property”

We spent five nights at DoubleTree by Hilton Zagreb and felt it was important to share our experience. Let me start by saying that this review is intended as constructive feedback. I rarely write reviews, and I chose not to spend my check-out discussing every issue in detail. Instead, I hope thes… more

We spent five nights at DoubleTree by Hilton Zagreb and felt it was important to share our experience. Let me start by saying that this review is intended as constructive feedback. I rarely write reviews, and I chose not to spend my check-out discussing every issue in detail. Instead, I hope these comments will help improve the guest experience in the future. The hotel itself has many positive aspects. Our room offered a beautiful view from the 9th floor, was spacious and comfortable, and the wellness area was pleasant when available. The warm DoubleTree cookies offered upon arrival were also a lovely touch and a nice welcome gesture. We would also like to recognize three employees who genuinely stood out: Karolina from the fitness area, Vikov from the breakfast team, and William, a trainee at reception. All three demonstrated professionalism, warmth, and genuine hospitality. William deserves special recognition. Despite being a trainee, he showed more interest in guest feedback than many experienced employees. He politely asked about our experience several times, listened carefully, and genuinely wanted to understand how the hotel could improve. Bravo, William your attitude reflects what hospitality should be. Unfortunately, these positive moments were outweighed by a series of disappointments throughout our stay. One of the main reasons we chose this hotel was the spa and wellness facilities. We were therefore surprised to discover that the spa was completely closed on Monday and only reopened at 3:00 PM on Tuesday. For a hotel in this category and price range, it was disappointing to find key facilities unavailable for such extended periods. Guests specifically choose and pay for these amenities, and their availability should be considered a priority. Another disappointing moment concerned a simple birthday request. Before our arrival, my husband contacted the hotel regarding a small birthday cake. We were informed that a small cake for two people would cost €60. The issue was never the money itself. We were staying for five nights and had fully prepaid our stay, which made the lack of any birthday recognition even more surprising. In hospitality, it is often the small gestures that create lasting memories. Birthdays are important occasions, and even a simple acknowledgment can make guests feel valued. Unfortunately, there was no recognition of the occasion at all. Throughout our stay, we noticed a general lack of engagement from much of the staff. Apart from a few notable exceptions, greetings were rare, eye contact was limited, and there was little sense of warmth or welcome. On many occasions, staff members would pass by guests without offering even a simple “Good morning” or “Good evening” unless the guest greeted them first. Breakfast was perhaps the biggest disappointment. While the egg dishes were good and Vikov provided excellent service, the overall experience raised concerns. On one morning, we found a dead fly in the Parma ham section. We also observed that several cold buffet items, including milk, did not appear to be maintained at appropriately chilled temperatures. The buffet area was frequently exposed to warm temperatures, and the presentation of some items did not inspire confidence. By our final morning, we chose to avoid certain buffet products altogether. Service during breakfast was equally frustrating. Ordering a simple coffee often required actively searching for staff members, as proactive service was largely absent. With the exception of Vikov, most employees appeared indifferent and disengaged. Several operational details also left us surprised. We were informed that bathrobes were available in only one size. For an international hotel accommodating guests of all shapes and heights, this seemed unusual. My husband is tall and was simply told that no alternative size existed. We also noticed room service trays and used dishes remaining in the corridors for long periods before being collected, creating an untidy impression of the guest floors. The absence of porter service was another surprise. While not essential, it is a service commonly associated with hotels in this category and price range. I understand that no hotel is perfect. Guests can easily overlook small imperfections when they feel genuinely welcomed, valued, and cared for. A smile, a greeting, attention to detail, and a willingness to help often matter more than luxurious facilities. That is what disappointed us most. The building is attractive. The views are beautiful. The facilities themselves are good. However, hospitality is not created by walls, furniture, or architecture. Hospitality is created by people. I rarely write reviews, but this experience felt worth sharing because it was not one isolated incident. It was the accumulation of many small moments throughout our five-night stay that shaped our overall impression. This is why I am giving a rating of 3 out of 5 rather than 1 out of 5. The hotel has good facilities, beautiful views, and some employees who genuinely understand hospitality. However, there is significant room for improvement in guest service, staff engagement, operational standards, and attention to detail. Had we known that our experience would be like this, we would likely have chosen another hotel in Zagreb. That is perhaps the most honest summary of our stay.

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