72 Reviews
Grand Hotel Neum Wellness & Spa
Neum|0.24km from Neum Lighthouse
So we arrived at the hotel for our 4 nights stay and were greeted by NO place to park, busses, cars parked everywhere. Complete ZOO.. one person working outside Vlado I believe his name is , was amazing, but to appoint one single person to manage 300 car parking lot or lack thereof is insane. Vlado told us to park on the street side which hotel owns and even all that was taken so I had to drive around neum to find my way back to the hotel. Finally Vlado asked me to park in front of 3 other cars who are gonna be Checking out the next day? Ok , wild, but we were tired and said ok. Vlado asked to leave a phone number on the dashboard and they would call us in the morning if we needed to move the car. So I left them my USA phone number. I didn’t know that hotel couldn’t call me on that number! How would I know and lastly, why am I ever being bothered by this. I am your guest paying to stay here. You said you had parking? Where is it? You are not paying me to stay at your resort. Apparently the staff tried to get a hold of us while we were at breakfast and finally one super rude and mean front desk agent ( short woman, dark hair) knocked on my daughters room and yelled at her to move the car. My 14 years old doesn’t speak Bosnian or Croatian very well so she came running to our room to let us know. When my wife went downstairs to help sort this out, this very same nasty woman yelled at her , like, people are trying to leave but they can’t cuz you parked in front of them and we can’t get a hold of you etc. she went off on us , HER guests??? We finally sorted it out and I went back to confront her personally and she kept going and arguing with us, we finally told her we couldn’t believe that she’s still arguing with us and walked away. She just had this DUMB look on her face and couldn’t understand I guess that we are her guests and she should treat us with respect and dignity. This woman has NO business being in hospitality industry. Next day I needed a favor from the front desk. She stood there and wouldn’t even look at us so I ended up waiting for another person to become available . How can you employ someone so rude like her to run your front desk for you? Front desk is the first impression of your establishment? Please send her and all of your front desk staff including the manager to take some customer service classes or training . Smile is free though and goes a long way ! Anyway, staff was hit or miss and so was the service. Beach was packed crowded, everyone smoking everywhere! Staff treats you mostly like you are a BOTHER to them. If you are a foreign guest and not local who I guess let these people walk all over them this is not a place for you. I work in the industry and person like this woman or some of these guys would not survive a day at my hotel. Kudos to Edin, Vlado, Dejan, again, please send your staff to customer service training. This hotel is opened seasonally so that’s maybe why service sucks here. Never again!!
