Splendid Pula Resort

This resort is a complete disaster! Upon arrival, we were assigned to the Lydia building, room 263. We were greeted by a colony of ants in the room and three huge bugs on the sofa, wall, and wardrobe. Everything was dirty, moldy, and outdated. The sofa was broken, the apartment smelled strongly of dampness, and I used an entire bottle of perfume trying to mask the odor just so we could get through the first night. My mother-in-law and I swept the ants out ourselves, but they were back the next morning. The reservation was for four people, yet the sofa bed had neither been unfolded nor prepared, so we had to do that ourselves as well. At least we found the bedding in the wardrobe—full of bugs. I complained that the room did not match the photos we had booked and paid for. During the reservation process, I had clearly stated that we had two disabled guests. According to the staff, this information had not been passed on to them. After a lengthy discussion, they moved us to what they described as “a room of a category twice as high.” I should point out that when making the reservation, there was no option to choose a room category, nor was it mentioned anywhere that the resort had different room categories. The second room, located in the Anida building, was decent, clean, free of bugs, and actually matched the photos. I travel frequently for both business and leisure and regularly stay in hotels rated three stars and above. I have never encountered anything like this anywhere in the world. It certainly does not meet the standards expected of a hotel of this category in Europe. Sun loungers and umbrellas by the pool cost an additional €12. The only fortunate thing was that we had booked just two nights because we were only passing through. I consider this a form of deception because guests pay expecting to receive the rooms shown in the photos (which are exclusively from the yellow building), only to be placed, as we were, in one of the old, run-down buildings that are nowhere near the standard of the main building to which we were moved after complaining. As part of this reservation, my personal data was also compromised due to the cybersecurity breach involving the Phobs platform. I will be discussing the potential consequences with my team and will then consider what legal action may be appropriate. I do not know on what basis they decide who is accommodated in the main building and who is placed in the secondary buildings, but this should be clearly disclosed. The secondary buildings do not meet even the minimum standards expected of a one-star hotel, let alone a three-star property.

The terraces of the apartment were covered in rat droppings in the morning. If you leave the window open, rats will enter at night and steal food, candy, and fruit—very unpleasant for over 100€ per night for a 2-4-person apartment. We stayed with our 7-month-old, hoping to enjoy a relaxing evening on the terrace after she fell asleep around 8/9 PM, but rats were running across the roof and terraces as if it were their home. No cats, poison, or traps were visible.

During our five-day stay, the air conditioning was non-functional for three days. The reception provided false information about the repair status. In exchange, they only offered us a room that did not meet our needs. Additionally, there was no contact information provided for filing a formal complaint.