Hotel Mrak Superior

My stay at Hotel Mrak in Ljubljana, Slovenia, was a thoroughly unpleasant experience. The staff demonstrated a complete lack of customer service and seemed to take advantage of guests.
 I booked a room specifically searching for a hotel with parking. However, upon arrival, I discovered there were only five parking slots available, none of which were indicated in the booking conditions. Despite there being one slot open, the receptionist insisted they were all booked and directed me to find more expensive public parking. 
The treatment from the staff was consistently rude and lacked any semblance of hospitality. While the room itself was passable, the overall experience was so disappointing that I cannot, in good conscience, recommend Hotel Mrak to anyone.

Great hotel - it’s a shame that the staff let it down. Prior to our arrival, we contacted the hotel to let them know that we would be arriving after check-in had closed (at 10pm). They were very helpful and provided us with instructions to enter the property by ourselves using an app. When we arrived, we managed to get into the lobby (using the app), but the room key we were given was different than the one we were told on the phone and email. As a result, we were unable to enter our assigned room. Assuming that our room number had been changed, we tried the key in the door that matched the new number (as there were no staff or guests around, and no one was answering the phone or emails). It opened and revealed a couple, asleep, inside. Obviously, we were mortified that we had disturbed the hotel guests, and also terrified that we would have to sleep in the hotel lobby until check-in opened at 6am. After about an hour of searching around the lobby for clues about who to contact, we knocked on some private doors. Thankfully, a man came out and used a master key to let us in. It was clear that we had woken him up (by this point it was 2am). Again, we were sorry to have done so, but were left with no choice. After we had successfully entered our room, I sent an email to the front desk letting them know what had just happened and that we would like them to apologise (on our behalf) to the guests and staff we woke up. They never replied. In fact, every time we mentioned it, the staff member made excuses like “I wasn’t there so I don’t have anything to do with it” and “the guy who organised the late check-in was training so he made a mistake”. There was absolutely nothing in the way of an apology or compensation for the mix-up until we checked out and it was already too late. We would like the hotel to know that mistakes are bound to happen, so it is imperative that they have a back-up (emergency number or night staff) for guests who have been given the wrong room key. In addition, since we had been travelling for a while, we were running out of clothes and needed to do a load of laundry. We followed the instructions for the housekeeping staff to collect our laundry but found that when we had returned to the hotel, the laundry had not been done and the room had not been made up. When we went downstairs to inform the staff of this, we were told “housekeeping doesn’t go back to rooms to clean them after you took off the do not disturb sign, I’ve worked in lots of hotels and this is always the policy”. This member of staff eventually helped us find an laundromat, but the contempt with which we were spoken to was unacceptable and uncaring of the fact that we, too, have plenty of experience in the hotel industry as customers. An apology would have sufficed. Overall, it was a great hotel in a fantastic location. Just make sure you’re okay with passive aggressive communication before you book.

Great location, very cosy room

We adore the Hotel Mrak. The room was so comfortable and quiet so we slept very well, the breakfast was outstanding and all of the staff (especially the reception staff) was exceptional and friendly and helped us every day regarding our tour questions, bus info and more. This is a hotel that truly cares about their guests and we will have fond memories of our stay. We highly recommend Hotel Mrak!

Fabulous stay - ambience, staff, room, breakfast, location all beat expectations and the place has lots of little details that should make everyone feel welcome. There's clearly a reason the place is recommended by Rick Steves.

We just stayed for 2 nights at the Hotel Mrak. The rooms were very nice, but a little small (typical for Europe). Breakfast was very good - buffet as well as made to order. The location was very convenient to all of the attractions.

Loved the location and staff. Room was clean, quiet and spacious enough by euro standards. Shower was cruise cabin size, no tub. Large spread for breakfast with locally sourced choices and entree cooked to order.

The hotel’s central location was probably its best feature. However, as I arrived late on a weekend night, there was a lot of noise from a nearby bar and people on the street. The room itself was disappointing. It felt run-down and musty, so I wanted to keep the window open for fresh air, which unfortunately made the street noise more noticeable. I had booked a comfort room, but it was small, very basic, and not what I would expect from a four-star hotel. The carpets and furniture were faded and in need of renewal, the bedsheets were polyester, and the mattresses were very soft, possibly due to age and use. It felt as though the hotel had invested more in electronic updates than in comfort. There was an option to use a QR code key, and a large TV that turned itself on at 7 p.m. with my name displayed on the screen. However, these features did not make up for the lack of comfort in the room. The bathroom was also quite basic. On the positive side, the staff were consistently friendly and helpful. Breakfast was fine, with the option to order cooked eggs from a menu. However, I was disappointed that my pre-departure breakfast was forgotten. Overall, while the location and staff were good, the room and facilities were below expectations. I would not choose to stay here again.

Excellent staff and service. Very good breakfast. Location in Old Town is close to all the best sites of Ljubljana. Local restaurants are very good including Petit Cafe next door.