Industrial 1853.

From receptionist to the General Manager of the hotel, all the stuff is incredibly unprofessional and improperly trained. They don’t have an idea which are worldwide standards in a luxury hotels and how they should take care and welcome the guest. They made terrible mistakes and didn’t even try to apologize or resolve the situation. Worst experience ever. U can build the most beautiful hotel but the people who works inside makes the best or the worst experience for the guest who will never come back again.

We booked our stay at the Industrial 1853 further to a friend's recommendation and positive reviews for their Spa and Pool. Having checked the rooms, we booked the Apartment as it clearly showed it had a fireplace, which is ideal for this time of the year. When arriving to the hotel after almost 2h drive from Belgrade, the receptionist welcomed us, insisting on speaking Serbian, though she understood English. We were told we have breakfast included. i thought it was very nice of them to gift us this as i remember the option didn't exist when making the reservation. We then asked when does the Spa close as it was already 16:00. To our surprise, we were told it is under renovation. When she noticed our disappointment, she explained that was the reason we were given the breakfast. "not ideal, but at least we have the pool" i thought to myself. apparently it's also closed. She offered to postpone the reservation if we wanted, i explained it was a bit late for that as we'd driven all the way and are here! They should've warned us beforehand. "we won't let it ruin our weekend" we thought and went up to the room. Very nice (apartment) room i must say, but... no fireplace. By now, there was no reason for us to stay there. i went down to the reception and explained that we are leaving and do not expect to be charged for this stay. When leaving the property, the receptionist made it very clear that at hotel Industrial 1853, what you see in the photos isn't what you get!

Amazing place. Great rooms, everything is new and shining. Awesome wellness/spa center. Very nice and friendly staff. The only thing I can complaint about (although it's not really specific to this hotel, but rather to the whole Serbia) is smoking in the restaurant, even during breakfast.

I stayed at the property with my family and we absolutely loved it. The facilities are amazing, everything from decor to the spa was superb, staff very welcoming and helpful, on one of the nights we had the spa all to ourselves and the hotel had a great vibe. My only criticism would be that everyone smokes everywhere in the hotel, including the restaurant and the little outside patio by the spa; we were lying on deckchairs with everyone literally blowing smoke on us

We travel a lot all over the world. This was by far the worst hotel service we ever experienced. The staff was extremely rude in all ways possible. Waitress was laughing in our face because we asked what omlett is served with. She told me “ you are in Serbia, mam” as if i asked the dumbest question anyone could ever ask. Another time, a waitress made fun of me because i did not use the proper words to order freshly sqeezed orange juice. She laughed at me and was rude. Upon check-in, instead of welcoming us and explaining ammenities of the hotel, she asked us to unload our own luggage and to move the car asap. On top of all, they told us that no hotel in Serbia has bell man service. We stayed at so many hotels in Serbia, Croatia, Montenegro and Bosnia (former Yugoslavia) with the best service as well as bell man service. This staff needs basic hospitality and tourism training. I would never stay here again.

Hotel is very well built with nice amenities. Food from the restaurant was delicious. However, the staff needs to be trained better as the service offered is not matching the look and ambience of the hotel. Our phone wasn't working at the hotel and no one informed of us it, so it was hard to communicate from the room. When we dialed using our phones, the receptionist didn't even apologize for the phone malfunction but just said : oh, yes it's not working". Same with massage experience - our masseuse was literally using the phone and having phone conversations with friends while massaging, which is by all means unacceptable. All in all - nice hotel but the staff needs to step it up and get proper training on how to greet visitors and communicate with them.

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Very nice !