HIDDEN GUEST: The Westin Zagreb

The predecessor of Westin Zagreb is the legendary Hotel InterContinental, which became the largest and most prestigious hotel in Zagreb and the whole of former Yugoslavia when it ceremoniously opened in 1975. The opening impressed the tourism industry of the time, ushering in a new era for Zagreb’s tourism. At the same time, the city inaugurated the Concert Hall Vatroslav Lisinski and other trailblazing and architecturally bold buildings. Yet, Hotel InterContinental remained a pioneer of the events industry in the former Yugoslavia. Upon opening, the congress centre within the hotel was considered a design marvel that many tried to copy. Evoking a sense of nostalgic charm from the seventies, Westin remains the ideal meeting point for business meetings and city exploration, on the edge of the old town, but within the heart of Zagreb’s business area. The main landmarks are within spitting distance, while the skyscraper in a recognisable brutalist style remains one of Zagreb’s most iconic silhouettes. It is impossible to overlook, which will delight those guests who have an affinity for losing orientation. For them, the hotel’s exterior is like a lighthouse guiding them to their accommodation in Zagreb.

Zagreb takes pride in its superb road, rail and air connectivity, which renders it one of the most easily accessible regional capitals.

Hotel Westin also has the advantage of being set right next to the city centre with direct access to all main modes of transport. The main train station is only three minutes away by car or a short walk. Trams whizz by the hotel every few minutes, allowing guests to explore the city effortlessly. Access by car is straightforward, while parking is care-free thanks to a spacious underground parking garage and outdoor parking spots. Franjo Tuđman Airport (Pleso) is about 17 kilometres away, so it’s a simple 20-minute taxi ride with Uber or Bolt. Over the past few years, Zagreb has been steadily developing into a modern traffic crossroads with a well-developed public infrastructure. Public transport is reliable, affordable and visitor-friendly. Should you avoid commuting during rush hour or public holidays, you will easily get around. Thanks to its compact size and tidiness, the city is perfect to discover on foot, on two wheels or with an electric scooter. Thanks to all of the above, Westin is an ideal starting point, whether you come for business, leisure or both. The location is close to the urban heart, yet far enough to offer a haven of relaxation.

The design of Westin Zagreb stems from a time when Zagreb was still in the modernist phase of urban design. The former InterContinental was synonymous with prestige and lavishness in the seventies. Today, though, its architecture divides opinions. The brutalist skyscraper with a distinct pastel facade and classic modular design might not be for lovers of modern aesthetics. Yet, it doubtless stands out from the skyline with its imposing outline. At a distance, the facade exudes stiffness and rigour, but upon closer examination, it reveals a contrasting story. It hides a technically sophisticated construction that has stood the test of time.

The hotel exudes retro luxury with mature confidence.

The interior is distinctly different – the lobby and other public spaces exude a modern look thanks to renovations that paid homage to the original layout, but imbued the space with more warmth and elegance. In recent years, a lot of attention was paid to refreshing the public areas – the lobby, restaurant, bars and conference halls. Thus, there is an interplay between the classic functional design and the more dynamic, saloon-like, lounge atmosphere of later stages. The rooms still evoke the sense of a grand hotel with their spaciousness, panel curtains and impressive views stretching across Zagreb. As a holistic entity, the hotel exudes retro luxury with mature confidence. It needs no visual embellishments, thanks to its storied history that convinces guests.

Westin is a respected name on Zagreb’s hotel scene, and that is reflected in its staff. It is obvious that the personnel have ample experience – their professionalism was never in question. Yet, this maturity and mileage sometimes comes off as haughtiness. Consequently, the first impression at the reception might not be as warm and hospitable as expected of a global brand like Westin. In terms of service, the hotel embodies the philosophy of high-end business hotels: the staff is discreet, effective, but somewhat toned down.

The breakfast offering meets standards with a diverse and ample selection. Yet we cannot ignore that such a hotel does not serve a proper cup of espresso, only instant coffee. The layout could be more original, too. Given the size of the hotel and the number of rooms, everything is rather hectic, especially during holidays. The restaurants are more impressive, especially the Kaptol Restaurant, which offers international classics.

Diana Bar Lounge & Terrace is full of surprises after the recent renovation. The catering for events is equally inspiring, regularly topping the charts in Zagreb. By meeting the highest standards, it caters even to the most demanding business guests. Another advantage of the hotel is the enviable cleanliness of rooms and halls, which are exceptionally tidy. Although there are some signs that the rooms might not be brand-new, such as used decor or smaller inconsistencies, there is virtually nothing that would change the impression for an average business guest. Westin Zagreb evidently operates in accordance with its in-house standards, neither surprising nor disappointing its recurring guests.

Hotel rooms

Upon entering the room, guests can quickly realise that this is a property owned by an esteemed international hotel chain. The quality is on par with international standards. The space also exudes typical Zagreb charm. A simple look at the Sljeme from the tenth floor will delight guests. The panoramic view is the hotel’s trump card. Still, the rooms are less exciting and in need of a thorough renovation. The pastel, coffee and sand hues create a pleasant atmosphere, as does the decorative wallpaper with artistic motifs that resemble lace patterns. Seemingly undulating, the carpet matches seamlessly with the modern beige-coloured walls and the dark oak furniture. Regardless, these combinations are so ubiquitous in the hotel industry that they fail to elicit a wow effect.ž

the room is spacious, comfortable and functional, yet lacks the razzle-dazzle that would set it apart from the competition.

One of the hotel’s greatest advantages is the spacious work desk that business guests will undoubtedly appreciate, as well as the world-class bed linen that ensures guests wake up well-rested. The bathroom is fine, featuring elegant cosmetics, but could benefit from more high-end toiletries. As an entity, the room is spacious, comfortable and functional, yet lacks the razzle-dazzle that would set it apart from the competition. But there are no serious drawbacks, either. It is ideal for all those who aren’t too demanding or hairsplitting. At Westin Zagreb, you will sleep well, but the hotel’s offerings do not make it a first choice for guests seeking something ultra-modern or above standard. The public areas indicate that the hotel is well-frequented. Hence, some parts of the hotel show obvious signs of wear, suggesting it is time for a holistic revamp.

Meetings centre

The Crystal Ballroom, with a capacity of 800 attendees, remains a classic reference point for event organisers in Zagreb. Spacious, functional and divisible, it is a reliable choice for conferences, corporate events and protocolary events. It is complemented by over ten smaller meeting rooms that cater to complex events with parallel sessions. Another hidden gem is the Panorama Hall on the 17th floor, a space with memorable views that organisers often choose for prestigious banquets, receptions or VIP dinners. The technical equipment is standard and reliable, and the staff operate like one well-oiled machine. Here, event organisers can organise even the most demanding events. The catering is among the most consistent in the city, adding extra value to the entire offering. All in all, Westin Zagreb caters to large events, even if without prestige.

DESSERT – The extras

Westin’s World Class Fitness exceeds expectations. We are not discussing the fitness and spa as a space, but the experience that feels like the evolution of the hotel. The spacious, splendidly appointed gym & spa features advanced cardio and functional machines, a zen spa zone, pools and saunas – all in one place. Personal coaches, world-class equipment and a refined ambience go beyond all regional standards. Guests pursuing more than a classic hotel gym will find their “sweet spot” here.

FLOP – NEGATIVE SURPRISES

What exactly is the matter with the air-conditioning? In the room, the AC was visibly outdated and far short of the standard the hotel promises. Once it starts with its whims, the only reasonable solution is to turn it off. Combined with the unusually high parking price for guests and visitors, the hotel has a serious issue on its hands. A hotel in this category should have rectified such flops a while ago.

TOP – POSITIVE SURPRISES

Westin’s meeting capacities remain above standard. The congress team has mastered the art of events. Without unnecessary noise, they act professionally, predictably and stably. That is why many still consider Westin the safest bet in Zagreb. The reasons are simple: consistent service, a harmonised team and the feeling of getting what you want. In today’s hospitality world, this is a huge compliment.

SUSTAINABLE ENDEAVOURS

Westin Zagreb has implemented some basic sustainable measures, such as recycling, participation in global programmes and some green infrastructure. Yet, these measures are not the pillars of its identity, but the bare minimum expected of a large business hotel today. Westin is not a green boutique hotel, but a classic urban institution that adheres to the basic principles of sustainable management. For organisers or guests who appreciate sustainability, this may be a solid choice, but certainly not the greenest possibility in the city. If the hotel wishes to make more sustainably-aware guests tick, it will have to make a step forward – in terms of communication, adopting technical measures and telling its “green” story.

This was our third evaluation of Westin Zagreb, and our impression remains unchanged: the hotel is in dire need of a renovation. Nonetheless, its event halls and offerings have played a key role in helping it retain three stars in the Meetings Star competition. The combination of ample rooms and world-class meeting halls flooded with daylight is the hotel’s winning recipe. It is this part of the hotel that deserves to be lauded, and that stands out – thanks to its reliability, professionalism and stunning views. Nevertheless, the hotel simply cannot hope to compete with local competitors without undergoing a serious renovation. Maistra’s announcements in 2024 raised hopes, but the brand quickly shattered illusions by stating the hotel’s performance was excellent, and there was no need to close it for renovation. This status quo has been harming the hotel’s reputation for some time. Signs of wear are plain to see, from the rooms to the hotel corridors.

Although Westin oozes classic charm, it is not abundant enough to cover up the obsolescence.

It may have a modern concept, but its design falls short of contemporary standards, both visually and experientially. The space has commendable functional design, but lacks the freshness and identity that would make it a premium choice in the city. Nevertheless, clients continue to opt for Westin for its reliable staff and operational excellence. Indeed, the team’s professionalism is the greatest added value. But the lack of character and personality is inevitably pushing the hotel towards the four-star segment. Even though its quality is undeniable, the outdated design and lack of ambition to evolve impede it from outdoing the competition.

FINAL GRADE: 4.84 THREE 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