Paul‘s Hotel Review for
Metropol Palace Belgrade
The Luxury Collection

General Impression: 🐑🐑🐑

Details:
Check-in / Check-out
Check-in Process: 🐑🐑🐑🐑🐑
Check-out Process: 🐑🐑🐑🐑🐑
Concierge Service: 🐑🐑
Staff @ Front Desk: 🐑🐑🐑🐑

Room / Bathroom
Bed, quality of sleep: 🐑🐑🐑🐑🌿
Bathroom, Shower: 🐑🐑🐑🐑
Room Atmosphere: 🐑🐑🐑🐑
Cleanliness:🐑🐑🐑

Food & Beverage
Breakfast: 🐑🐑🌿
Bar: 🐑🐑🐑🌿
Restaurant: 🐑🐑🐑
Lounge: 🐑🐑
Staff: 🐑🐑

Paul‘s Mix
Pool, Spa: 🐑🐑🐑🌿
Hotel Location: 🐑🐑🐑🐑
Mojito Rating 😜: 🐑🐑🐑🐑🌿
General Customer Care: 🐑🐑
Staff attitude, responsiveness: 🐑🐑
SPG Platinum recognition: 🐑🐑🐑🐑

—-
🐑 = bad, a lot of work needs to be done
🐑🐑 =not good, you will be busy with corrections
🐑🐑🐑 = good & normal, nothing special
🐑🐑🐑🐑 = high level, but the icing on the cake is missing
🐑🐑🐑🐑🐑 = topnotch, leave me here!
🌿= Half a Point/sheep
—-

More hype than substance.

The Hotel is not really located downtown downtown, but it can be reached by walking in a couple of minutes.

The check in was professional and friendly. The agent interacted with the guests and followed all procedures.
During our stay, when we had questions they were always helpful.
Check out was super professional and friendly too. The lady asked how our stay was and took notes about our feedback.

The concierge desk is next to the reception. It is a simple desk in the hall with a laptop on it. We saw 3 different concierges during our stay and the most important task was to play with their mobile phones.

We were lucky and got upgraded to an executive suite. The room was nice and had a decent size. I personally liked the colors in the room. Walls were in a darker blue with lots of wood and bluish decoration. It gives a modern touch and comfy feeling.
Nevertheless it makes the room rather dark as there is not lots of natural light coming in.
The bathroom was big and nice with a massive shower.

The hotel could use some love from maintenance as there are several broken things only in the corridor going to the room. Our door to the room for example did not close properly without force or banging it.

The lobby bar is ok and we had a nice pre-dinner mojito as well as a snack.
The restaurant & bar Twentytwo on the top floor with a roof top terrace is nice and modern.
This restaurant is outsourced and does not belong to the hotel.
They served one of the best mojitos we had in a long time and you could see the difference in staff. The staff at Twentytwo was friendly and attentive.

Breakfast is served in the lobby restaurant. The buffet is nice and lots of choices. You can select from a big variety of cold and hot items.
Unfortunately the buffet is squeezed in some corners and niches that you have to queue to get to it.
In addition it was super dirty on our first day. The floor next to the buffet was sticky and filthy and no one of the staff seemed to care.

The lounge for club rooms and eligible members is located on the 7th floor.
The interior is new and looks good. We visited the lounge several times at different hours and days to check on it.
There was never a Lounge Attendant there and the lounge was dirty and filthy as well. On the first day the tables were full of dirty dishes and on the next visit the floors were super dirty.

The Fitness and Spa is outsourced as well. The gym is big and they have a nice pool, sauna and steam bath.
Treatment was ok and reasonable in price.
Staff at the spa was very nice and you could see again that they were outsourced and did not belong to the hotel.

Except the reception, all staff at the Metropol Palace is not really friendly or customer minded. Some of them are really snobby, unfriendly or chatting with friends or their mobile phone is much more important.
Customer Service is far far away from a 5* Hotel. No one greets or smiles when walking by or seeing guests.

This Hotel is no way a luxury collection or has the SPG/Marriott level to be one.

The Hotel appears or pretends to be of high quality at first sight and it is. But using / knowing them more deeply, the low quality core turns out.

All in all this hotel has lots of potential with its Hardware (rooms, lobby, restaurants, bars etc) but needs lots of software (staff) training.
If they want to be a Luxury Collection they need to train their own staff in customer relation matters and friendliness, lots of friendliness Procedures for the brand need to be trained and checked.
The cleanliness in public areas such as the lounge and restaurant needs big improvement.
(Pictures and Videos of negative aspects are available upon request)

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Notes:
- Paul the Sheep does not get any benefits from the Hotels/Airlines etc.
- Paul will always pay for the services in order to be able to rate freely and truly about the experiences.

-If you are interested in more details, please send me a private message and I will be happy to share