I hate leaving negative reviews for any business, especially in the middle of the pandemic, but our experience with the Urban hotel was so terrible that I feel I have to share this information with others. We had booked a room for one night at the Urban hotel for the 17/18th of January (Sunday to Monday night). We had to travel to Ljubljana from Austria for an urgent family issue, and, being aware that Slovenia is under strict quarantine rules, and many hotels may be closed, we made sure to search for hotels that actually showed availability for our specific dates. The Urban hotel clearly appeared as open across many platforms, and most importantly, on their own website, showing room availability for our specific dates. We booked the room 4 days prior to our trip, and received a standard confirmation email within minutes of our booking. We didn’t receive any additional follow up from the hotel after that, so we obviously assumed everything was fine and proceeded to take the 5-hour drive from Vienna to Ljubljana on Sunday. We arrived to the hotel around 7pm on Sunday, January 17th. When I rang the hotel buzzer, a woman answered, and when I told her we were there to check in, she simply said ‘Oh, we are closed madam’. I proceeded to explain to her that we had made the reservation directly through their website, we had a confirmation email, and we hadn’t heard a single word from them for the previous 4 days about them being closed. Without a single word of apology, she simply repeated that they were closed because the government had been forcing hotels to close due to the lockdown. I then became completely panicked and asked her what we were supposed to do, in nearly -11 Celsius cold on a Sunday night, and she simply told me she didn’t know, and perhaps we could call the Slon hotel nearby and inquire with them. And then, while I was still talking and pleading with her for at least some information or help, she simply hung up on me. Yes, in hindsight I of course wish we had called the hotel and triple-checked with them in advance that they were in fact open, but I simply assumed that they wouldn’t show themselves as open and available across multiple platforms (including booking.com, expedia.com, and their own website), for those specific dates, and wouldn’t accept our reservation and send us a confirmation email with all the details, if they were in fact closed. Btw, as of the time of writing this review their website still provides zero information about them being closed, and they still appear available for booking, for today’s date for example, across all of these platforms. In the end, we had to call many hotels, and only one appeared open in Ljubljana that evening – the Radisson Plaza. I am so grateful to that hotel and their caring and friendly staff for helping us out at a moment’s notice. I’m not sure what we would’ve done otherwise, but I strongly suspect we would’ve had to drive the 5 hours back to Vienna, as we didn’t particularly feel like sleeping in our car at -11 Celsius. It has now been 4 days since, and we still haven’t heard a single word from the Urban hotel. I of course get it if hotels have to close due to the pandemic. And I also get it that the pandemic has made it very challenging for businesses. What I absolutely cannot understand is why a hotel would still advertise themselves as open, confirm a reservation, and not make a single effort to inform their future guests that they’re closed before the guests make a long and difficult trip to stay at the hotel. And I ESPECIALLY cannot understand how someone can be so incredibly rude, callous and cold as to simply say ‘we’re closed’, without a word of apology, and then simply hang up on people from whom they accepted a reservation, without spending even a minute to try to help them figure out the situation or offer any advice whatsoever. So, my advice to everyone interested in staying at this hotel – please be prepared that, if you find yourself in a dangerous situation because of their own incompetence, they will make absolutely zero effort to help you.…
The room was nice, quiet and clean. The staff was friendly, the hotel is located very central in the beautiful city of Ljubljana. Therefore, you can reach the entire city by walking. The only negative point was the parking space, but I think such a disadvantage is quite natural when you are central in a large city. To summarize: Book this hotel!
The rooms were large and clean. The staff were very friendly and helpful. We were leaving very early to catch our train on the last day and when I mentioned this, the gentleman on reception offered to make us a little packed lunch which was very generous and much appreciated. Would definitely stay here again. Great location too
excellent! very friendly, modern and cosy; breakfast super and delicius, coffee free all day, very friendly stuff! located in the center, free parking, beautiful rooms, we are more than delighted, see you again!
Lovely design in the centre of Ljublijana. Big clean rooms with great views. There is a public parking place 5 min walk from the hotel. The staff was very helpful with great breakfast. We will definitely book again this hotel when visiting this city.