HIDDEN GUEST: Grand Hotel Zagreb

The collocation “Grand Hotel” might be one of the most commonly used phrases in the hospitality industry, which everyone interprets according to their imagination. For us, this means high expectations in terms of location, services and concept. As this is a Zagreb-based hotel, adding the “grand” into the title is supposed to emphasise that this is a one-of-a-kind hotel. The story’s hotel is unique, but its suburban location in Zagreb’s Jankomir is less so. The ancestor of the hotel opened its doors in 1978 for the needs of the University Sports Competition, a spectacle that transformed Zagreb’s cityscape. Among locals, the hotel was known as the Holiday, which became sought-after by tourist groups. During the pandemic, the building changed hands after being purchased by Dubrovnik-based entrepreneur Vido Kristić. After a year and a half of intensive renovation, the building was ceremoniously inaugurated in 2023. The hotel is now thoroughly renovated and adjoins the industrial and shopping centres in this district. The hotel’s location undoubtedly offers plenty of space for development, courtesy of 14,900 square metres. Yet, its suburban location, outside the city centre, is a serious drawback. If you prioritise a central location, this hotel will be a compromise.

Although the location may be somewhat remote for lovers of downtown Zagreb, all those who appreciate easy accessibility from the motorway and expect a spacious parking lot for their vehicle will be delighted. The centre is located some seven kilometres away from the city centre. Luckily, public transport stations are nearby, from where you can take the bus or tram. We recommend heading to the Savska Opatovina station to travel by bus (four minutes away) or the Marijane Radev station if you wish to travel by tram. If you find yourself in the city centre, ask the welcoming locals to point you to the lines leading to the shopping centre City Centre One West.

Avid cyclists will need to put in the extra mile to reach the city centre. Even though this hotel does not yet offer bike rentals, the city’s cycling infrastructure is gradually improving. Yet, the city still has a long way to go. One of the advantages of the location is the proximity to the motorway, which shortens the path to the airport. Also, Zagreb Airport is perpetually adding new flights, making it one of the best regionally connected cities in the region. Not least, a modern shopping centre is just next door, accessible on foot.

The holistic renovation is immediately visible on the facade, elegantly combining expansive glass surfaces with bright stone finishes. As an entity, it appears convincing and stands out from the industrial surroundings. The contrast of glass and stone gives the building a sophisticated, modern look. The interior boasts a contemporary design typical of large city business hotels. That translates to an abundance of space, a blend of bright stone and textile flooring, and walnut-hued wooden elements. The lounge furniture follows this style, enriching the public spaces. In the restaurants and the dining room, the interior is more generic. Perhaps they could have designed the space with more warmth by adding more intimate lighting. The hotel has no noticeable drawbacks, yet it threads a fine line between quality design and generic, dull architecture that is commonplace in chain hotels today.

We stayed at the hotel during a busy time when the full occupancy and liveliness of the guests were palpable. Although guests were flocking to the hotel, the staff maintained their composure and a high level of professionalism. We must especially praise the receptionists, who made a lasting first impression with kindness and omnipresent smiles. We had a somewhat disparate experience with the staff working in service. The staff, hailing predominantly from Asian countries, appeared less enthusiastic and dedicated to their work. Although there were bright exceptions, we believe the hotel has room for improvement in educating and delegating its team.

We did not try the cuisine at Restaurant Patria as the hotel hosted a reception for high-school graduates during our stay. However, we did try the breakfast. It met our expectations for a four-star hotel with a broad array of dishes. Perhaps the hotel should consider incorporating more freshness. We would appreciate more interactions in the form of front cooking or showcasing local dishes, too. As we saw, many of the dishes already took inspiration from Croatian culinary heritage, but were not aptly labelled. Adopting such an approach would undoubtedly elevate the entire experience. We have only praise for the coffee, whilst the juices were average, even generic. The most noticeable drawback of the breakfast was the staff, who brazenly parked the breakfast cart next to our table and began scraping the leftover food from the plates. Thanks to the carts, the breakfast reminded us more of a self-service canteen, ruining the otherwise positive impression. It is a shame that the quality concept is not in harmony with the human factor. The staff direly needs more training and leadership. We hope the gastronomical experience will be more coordinated and holistic on our next visit.

Hotel rooms

We stayed in the basic room, which pleasantly surprised us with its spaciousness, airiness and handpicked graphic art. As we visited during a scorching heatwave pestering the region, we appreciated the efficient and quiet air conditioning that we could manage effortlessly. The room is a healthy mix of minimalist and classic hotel architecture. The gentle beige hue of the textile flooring, enriched by dark horizontal lines, matches the walnut-coloured furniture. The quality of the furniture befits the hotel’s four-star categorisation, while the extra comfortable bed could easily belong to any five-star hotel.

The bathroom features a classic style with grey faux marble tiles. Everything is where you expect it to be, although we did hope for a more spacious washbasin. We were less impressed by the plastic bottle shampoo containers. There is no room for such obsolete packaging in a modern hotel that upholds at least the basic sustainability standards. We recommend that the hotel adopt more sustainable solutions as soon as possible and show its care for the environment. Likewise, plastic-wrapped information brochures should be consigned to the past. Guests deserve to receive information in a modern, digital and visually appealing way.

Meetings centre

To solve the debate: is this a hotel with a congress centre or a hotel with conference capacities? According to the internationally recognised DIN 15906 standard, a hotel with a congress centre should have at least one plenary hall with a capacity of 500 attendees in a theatre setting, an additional hall that can host at least 50% of the capacities of the plenary hall and at least two halls that meet 25% of the size of the smaller plenary hall. Furthermore, such a hotel should have additional multipurpose meeting rooms and halls. The foyer(s) for registration, catering, and exhibitions should jointly cover 100% of the surfaces of the largest plenary hall. Given the mentioned criteria, the “Congress Centre” title embellishing the facade might be over-pretentious. That, of course, does not mean the property is not well-made. On the contrary, the concept is a welcome addition to this part of the city. Yet, event organisers should not be misled by false labels. The conference centre has tremendous potential thanks to its holistic offering and spacious parking for event attendees.

DESSERT – The extras

The hotel’s trump card is an impressive wellness area, covering 800 square metres, which is among the most spacious in Zagreb. The spa features a pool with ambient lighting, a relaxing whirlpool, a children’s pool and four different saunas tailored to anyone’s taste. For those seeking something unique, the salt room and the exotic floating room are the perfect choice. The cherry on top is the hyperbaric chamber. An elegant relaxation area with cosy loungers crowns the wellness. Guests can enjoy a splendid selection of massages and visit the hotel bar that comes to life on weekends with live DJ sets.

FLOP – NEGATIVE SURPRISES

Hum and rattling from the street can be heard in the rooms facing the road, especially during morning and afternoon rush hours. Also, the hotel does not (yet) offer the possibility of bike rental. That would perfectly complement the well-being and active-break philosophy that the hotel’s wellness advocates.

TOP – POSITIVE SURPRISES

Such a vast parking lot, where you will find a parking spot even during rush hour, is undoubtedly an advantage. Very few hotels offer such a parking option.

SUSTAINABLE ENDEAVOURS

The hotel does not yet boast any visible environmental certificates. Although the rooms are fitted out with energy-efficient LED lights and automatic air conditioning, basic sustainable measures are missing. There are neither separate waste management trash bins in the rooms nor any signs to reuse towels. That is a missed opportunity, as the hotel could become a beacon for urban, sustainably-oriented hotels with its contemporary infrastructure. There is potential, of course, but it remains untapped at the moment.

The former Hotel Holiday has gained a boost of confidence and elegance after a thorough renovation. Despite the visual rehaul, it seems to be scrambling to find its identity. Its titles, including “grand” and “congress centre”, are far-fetched given the current design and facilities. When a hotel promises something grand, the expectations rise, and so does the disappointment if the property fails to deliver on its promise. Despite this, Grand Hotel Zagreb is a decent hotel with conference capacities that often surprise guests, according to testimonials from guests and event organisers. To remain relevant, the hotel should maintain its prices steady so that they don’t fall prey to market optimisation. In Croatia, hotels regularly raise their prices without a basis. A city hotel of this calibre should keep its feet on the ground and remain accessible to event organisers. That can be the basis for a credible, long-term, successful story. Suburban hotels must offer excellent value for money. But should they include more personality?

FINAL GRADE: 4.77 TWO MEETING STARS⭐⭐ City Meeting Hotel 

3 MEETING STARS⭐⭐⭐ final score from 4.81 to 5.00
2 MEETING STARS⭐⭐ final score from 4.61 to 4.80
1 MEETING STAR⭐ final score from 4.41 to 4.60