Spa Hotel Terme

The hotel positions itself as a destination for wellness and thermal waters, attracting guests seeking physical therapy and a peaceful retreat. Its location in the heart of Ilidža, near a river and park, is often highlighted as a positive aspect, making it suitable for sightseers and those desiring a quiet environment. While some guests have found the overall experience to be perfect, praising the welcoming atmosphere and attentive staff, many others report significant dissatisfaction. Recurring issues include pervasive cleanliness problems, a notable lack of basic room amenities, and widespread concerns regarding staff professionalism. The hotel appears to cater to elderly guests and families, though experiences for the latter have been mixed. To ensure a smoother stay, guests are advised to confirm all room amenities upon arrival and be prepared for potential inconsistencies in service and room conditions.

Facilities & Amenities
Guest feedback on the hotel's facilities and amenities is largely critical. Many rooms are reported to lack essential items such as a refrigerator, safe, telephone, and kettle, which guests found surprising for the hotel's stated rating. A common complaint is the absence of consistent hot water in showers. While some guests appreciate the presence of a gym, the spa and indoor pool areas receive mixed reviews, with some describing them as dirty, overcrowded, or poorly maintained, and others noting issues like cold water or mold. The air conditioning is frequently cited as malfunctioning or being uncontrollable, leading to uncomfortable room temperatures. Wi-Fi connectivity is also a significant concern, often described as unstable, slow, or non-existent in guest rooms.

Cleanliness & Room Comfort
The cleanliness and comfort of guest rooms are major points of contention among visitors. Numerous reviews describe rooms as dirty upon arrival, with issues ranging from unmade beds and stained bedding to dirty cups and lipstick marks. Many guests report a strong smell of smoke throughout the hotel, including in non-smoking areas and rooms, which permeates clothing. Bathrooms are frequently criticized for being unclean, featuring mold, rusty shower screens, water damage, and leaking showers that cause flooding. Basic amenities like towels are often described as old, frayed, or not properly replaced. While some guests found the beds comfortable, others reported them as hard. Noise, including ventilation noise and sounds from hotel functions, can also disrupt sleep.

Dining & Food Quality
The hotel's dining experience, particularly breakfast, receives widespread negative feedback from guests. Many describe the breakfast as poor in both variety and quality, often featuring stale bread, cold and bland food, and bad coffee. Some reviews mention a lack of fresh options, including no fruit, and a repetitive menu that remains unchanged day after day. The restaurant environment itself is sometimes noted for being untidy, with used dishes and leftovers left on tables, and a general lack of cleanliness in the dining area. Guests who had dinner included in their stay often chose to eat out at additional expense due to the unsatisfactory food quality and limited options. There are also reports of the hotel being unable to cater to specific dietary requirements, further limiting choices for some visitors.

Location & Accessibility
The hotel's location is consistently highlighted as one of its most positive attributes. Situated in the heart of Ilidža, it offers walking distance access to various shops, restaurants, and a pleasant park, making it convenient for exploration and leisure. Guests appreciate its proximity to a river and the general natural surroundings, contributing to a peaceful atmosphere for relaxation. The hotel is also conveniently located near the airport, with some guests noting the availability of an airport shuttle, though experiences with this service have been mixed, with reports of false advertising or unexpected charges. While public transport, such as a tram to the city center, is accessible, the journey can be lengthy, taking up to an hour. Free parking is available on-site, which is a significant advantage for guests traveling by car, adding to the hotel's accessibility.

Staff & Service
The staff and service at the hotel receive highly polarized feedback from guests. While a few visitors commend certain individuals for being friendly, helpful, and professional, the overwhelming majority describe the staff as rude, unprofessional, unhelpful, and even dismissive. Common complaints include staff refusing to address room issues, being unresponsive to requests, and displaying a general lack of interest in guest satisfaction. The check-in process is sometimes reported as chaotic, leading to delays and frustration, and guests have experienced significant issues with promised refunds not being honored. Housekeeping services are frequently criticized for being inadequate, with rooms not being cleaned thoroughly or consistently, often resulting in unemptied bins or unreplaced towels. Overall, the perceived lack of attentive service and poor customer service skills significantly detract from the guest experience, with many feeling their concerns were ignored.

Additional Information
Guests should be aware that the hotel appears to cater significantly to physical therapy patients and the elderly, which influences the overall atmosphere and available amenities, sometimes making it feel more like a rehabilitation center than a typical hotel. There are recurring reports of the hotel's age and condition, with many areas described as old, worn out, and in need of renovation, contributing to a general sense of neglect. Despite "no smoking" signs, the smoking policy is often not enforced, leading to a pervasive smell of smoke throughout the premises, including in guest rooms and common areas. Some guests have reported issues with overcharging during checkout or difficulties obtaining invoices for payments, leading to frustrating delays. Additionally, there have been instances of room lock malfunctions and disruptive power outages during events, impacting guest comfort and safety.