Pullman Zagreb

Very disappointing and absolutely not a 5-star experience.
We only received our rooms at 5 PM, with the excuse that they were still being cleaned. There was no apology, no effort to speed things up, and no sense of professionalism—just a bad attitude from the staff.
We had already paid for parking, yet upon arrival there was a problem. The staff made no attempt to help at all, repeatedly saying the parking was not under their management. Only after one of us firmly complained at the reception—saying, “I don’t care whatever excuse you have, we paid for the parking. Figure it out. Our car is stuck at the entrance of the garage”—did they finally take action.
Because the check-in process took so long, we were extremely hungry and hadn’t paid the deposit yet. The receptionist told us this was fine and said they would “just take the minibar. ” However, about 15 minutes later—after we finally got our rooms—an employee entered all of our rooms without any warning and removed the minibars. This was intrusive and completely unacceptable.
Throughout the entire experience, the staff were cold, rude, and unwelcoming, with zero sense of hospitality. This did not feel like a luxury hotel in any way. To make things worse, one of the rooms still had trash left inside a cupboard, which is absolutely disgusting.
Most of the issues came from the bearded male staff member and the older female receptionist, both of whom were particularly unprofessional and dismissive.

I genuinely liked this hotel, and as a Platinum member, I appreciated the room upgrade—it was a nice gesture and well noted. However, unfortunately, my overall experience was significantly affected by the quality of service, which I found to be slow and unprofessional.
I arrived for check-in at 4:00 PM, yet was informed that no room was available and that I would need to wait an additional 1 to 1.5 hours. This was quite disappointing, especially considering the standard expectations for check-in time.
What concerned me even more was the lack of privacy. A room assigned to my niece was entered by staff without knocking, which is unacceptable and made us feel uncomfortable.
Additionally, the front desk staff were not welcoming. While many guests were waiting in line, the receptionists were seen laughing among themselves, showing little concern for the long queue. The process felt disorganized and indifferent. Public restrooms were also not well maintained, with visible dust and cleanliness issues.
I am unsure whether cultural differences played a role—this is merely my personal impression—but as a guest traveling with family, I felt less cared for compared to what I would expect from a hotel of this level. Perhaps for solo travelers or couples this may not be an issue, but for families or groups, the lack of professionalism was quite noticeable.

Excellent and modern industrial style hotel. Rooms are big and comfortable. Clean, and well equipped. Would be 5 stars, but on new years eve when we wisited, heating was poor. And it was — 6 outside. Next day it was ok. Cafe bar and restaurant are very nice. If you dont mind distance from center this hotel is excellent choice. Parking is not included in room price.

We arrived in Zagreb around noon and were told we could check in later without issues. When we returned at 7 pm, the reception was in complete chaos: one staff member handling a backlog of 40+ guests, no organization, no assistance, no apology. We waited 1.5 hours just to get our key cards.
Because of this, we missed planned use of the sauna and couldn’t relax at all, despite choosing a higher-priced hotel specifically for comfort and reliability. No drink, no seat, no attempt to manage the crowd or show basic hospitality.
This level of service might be expected at a cheap hostel — not at a Pullman hotel. To make matters worse, our formal complaint was never answered. Absolutely unacceptable.

Stayed for 2 nights here as part of a bus tour. Discovered that this hotel is well out from the city centre. About 12 euro by Uber and minimum 35 euro by taxi. Shopping centre nearby but otherwise the hotel is in an industrial area with busy freeway on one side and railway line on the other.
Shopping centre has a good SPA supermarket selling everything from Alcohol to TVs.
Road or rail noise was not an issue on either night but the Friday night rave party in the basement helped keep every guest awake until music stopped at 3 a. M.
Room 218 had bare concrete walls, floating floorboards and a mirror placed with a view of whoever was in bathroom (doorless) to whoever is lying in the bed.
The local restaurants could not cope with numbers from the hotel so we needed to eat in the hotel. Dinner for a couple cost us about 30 euro and a couple of drinks each came to 36 euro.
Maybe a good hotel for business people but not one that I can recommend for tourists.

We are staying at the hotel as a group for two weeks, and the treatment from all the kitchen staff and waiters is exceptional—everyone is incredibly friendly and helpful. The restaurant facilities are also very comfortable, and the food is very good, which is why three of us were having lunch about 3 or 4 days ago, enjoying a very pleasant meal.
Suddenly, they started setting up some kind of stage near our table, apparently because they were going to take some photos or interview some models. We continued with our meal, and out of nowhere a lady from the group came over and ordered us to move in the rudest way, as if we were obliged to do whatever she said. Honestly, we weren’t going to move because of how disrespectful she was.
After a few minutes, a very kind waitress approached us and very politely asked if we could move, and because of her kindness, we did. A little later, we were asking the waitress for a few things, and suddenly the rude lady came yelling at her from the other side of the restaurant, in a terrible manner, as if the employee belonged to her. The waitress reacted very professionally to what was a complete lack of respect.
I just wanted to leave this comment to highlight the great work of the hotel’s waiters, who are wonderful and have to put up with this kind of rudeness. Thank you for your service.
On the other hand, I would also like to mention that the receptionists are generally very kind, but one of them is incredibly unpleasant.

The staff were extremely friendly and provided us with all the guidance we needed for the area, the room was chic with a beautiful design and serene environment. Any concerns we had the staff were able to deal with promptly.
The Gym was well fitted for various different exercises.
The hotel restaurant food was OK.
We would come again.

The hotel is nice, really attractive industrial style. Good breakfast and spacious rooms. It has a well-equipped gym and sauna. The price is too expensive. The reception staff was friendly, but they did not know how to solve the problems we had with the payments. On the last day we ordered a takeaway breakfast for the early departure time and really disappointing for a hotel of that category, ridiculous and very bad.

Hotel is very exciting, rooms amazing, unfortunately the waiting time for check in was unbelievable long (almost 1 hour) and it's not acceptable to not have a separate desk for status members (I'm Platinum). Only one desk was working, at a point finally someone came to the second desk, but there it was taking forever: freezing computer, invoice that was not printing, wrong information about room upgrade (said it's not possible due to hotel fully booked but in reality we got 2 beautiful apartments), retained 100 Euro as a guarantee for the minibar which was actually empty! Excuse that they do not know what's in the room! I have booked 2 rooms on my account — also to a colleague of mine. In my room there were no slippers and also no complimentary bottle of water on none of our rooms or the usual small attention (greeting, sweets, fruits or something for the platinum status). Actually no bottle of water at all, even not for purchasing. When we went for dinner I wanted to redeem the welcome vouchers from my app and there was only a voucher for one room, not for the other, which I find odd, both of them where booked by me. If we have stayed in the same room we have got 2 vouchers. But here the gentleman from the desk was helpful and uploaded a second voucher in my app, so we could enjoy a glass of wine each. It's my second stay in this hotel and I chose it exactly because I liked it the first time. It's a pitty not to take care of the small things that matters.

Mirta was exceptional with Excellent service. Comfortable rooms and good variety with a buffet breakfast. The Sauna was great. Close to a shopping centre, only 4-4 minute walk, but some 10km out of the city centre. Very nice hotel.

C/I very poor experience, from welcoming to payment process. No smile, no explanation of the property, invoice over charged. In the room no water, tissue box empty, requested replacement but was never provided, hair in the kettle. When we enquire as to the reason for not having at least a bottle of water in the room, we were told that it is not free and it is part of the mini bar however the mini bar was completely empty and we were also told that only gold and platinum member of Accor are entitled to free water. As a fellow hotelier, I am not certain that a guest should be aware of these kind of information. I trust this constructive feedback will be helpful. Thank you.

The hotel is clean and of good quality but the staff is indifferent. The girl at the reception couldn't park my car in the parking lot. They didn't care. They took parking fee of 15 Euros even though it was outside. There was no shower gel or shampoo in the room. It was empty and they didn't refill it. The hotel is clean but there is indifferent staff. The booking website says the staff speaks French but no one does. In a 3-person room, 3 people were not given clean sheets and pillows. I will give 2 points again for the cleanliness of the room. The reception staff does not take the customers into consideration. If you pay 150 Euros for a hotel for one night, they are indifferent and don't help with any of your problems. I will not come again.

We had a wonderful stay here at the Pullman. All the staff was amazingly kind and especially the front desk manager. He gave us a lot of great tips to visit the city and enjoy the best restaurants and activities. A big thank you to him for all his hard work. It's easy to see that he loves his job and does it so well. I absolutely recommend. The restaurant and breakfast were super nice too and the room very pretty and functional. They even have a sauna to relax after a long day of walking around. Overall if you want to enjoy yourself in Zagreb it's a perfect idea to sleep at this hotel.

I can’t recommend this hotel enough. The staff are delightful, the room is perfect, and the food in the restaurant was truly delicious. If im ever in Zagreb again I will be 100% sure to stay here. Special mention to Tea on reception and the guys working in Tanto on 19th July. Truly a credit to the hotel!

Not much recognition or benefits for loyal members if any at all.
— Ceilings in the room looks terrible like they are not finished, I get this is idea to save money but when you go to. Bed and look up you feel like you are in basement.
— Bathroom is terrible, make me feel like this was made for other person to enjoy the view from the bed as you could see all that is going in in the bathroom from the bed because someone thought it's a good idea to put the mirror between open bathroom and the bed. No privacy at all it is ridiculous.

Had a big room on top floor, was a short stay but was great. Hotel is not far from airport about 10 minute drive but is not in town but close to the highway and shopping center. Good sleep and decent breakfast in the morning, parking available in hotel garage. Price is great 114 euro for one night, breakfast and fully flex.

We were warmly greeted at the checkin by the very professional and friendly philippine lady. We received beautiful and spacious rooms. Everything was clean and new. Breakfast was good with ample choices. Location is outside of the center, but short taxi ride from it as well from the airport. Will definitely consider for my net trip to Zagreb.