Breakfast is technically included, but even something as basic as a glass of orange juice costs an additional €5. Housekeeping is also advertised as included, yet it is only provided on request. There is not even a complimentary bottle of water in the room, justified by the fact that Slovenia has excellent tap water — yet at the restaurant they charge €6 for water and refuse to serve tap water, claiming it is against hotel policy.
The spa is prominently featured throughout the hotel’s marketing, with numerous photos creating the impression that it is part of the stay. In reality, access costs an additional €45 and is limited to two hours.
Individually, these charges may seem minor. Taken together, however, they create an experience materially different from what one would reasonably expect from a “boutique hotel.” The issue is not the €5 juice or the €6 water; it is the lack of transparency and the constant feeling of being nickel-and-dimed at every turn.
I will be raising this with Hotels.com and seeking appropriate redress under applicable consumer protection law.