Hotel Europe

I never imagined staying at a so-called 5-star hotel would turn into such a disappointing experience. I strongly advise avoiding this hotel unless you are intentionally looking to ruin your vacation. Upon arrival, there was no proper reception desk—just a low table where guests are expected to stand and awkwardly bend over to hand their passports or sign documents. There were no chairs or seating, a setup I’ve never seen in any hotel worldwide. The lobby was messy, the carpets were dirty, and the overall atmosphere felt unkempt and uninviting. On my check-in day, April 19, there was an event at the hotel. Staff had reserved both elevators for event preparations, leaving guests waiting in a line to use a small elevator. I had to take the elevator to the third floor and walk up a flight of stairs to reach my room on the fourth floor—there was no other way to access it. The room was gloomy, with dark carpeting and worn-out furniture. The air conditioning wasn’t working. When I called reception, I received inconsistent answers: one staff member said it was under maintenance, while another claimed it was a management decision. I asked to cancel my stay and receive a refund since the A/C was non-functional, but was told that the booking was non-refundable and I would lose the full payment for all three nights if I left. Opening the windows brought in bugs and mosquitoes, forcing me to spend most of my time outside the hotel. I went to reception again and ended up in a banquet hall—which, surprisingly, was fully air-conditioned. When I asked the receptionist, she confirmed that only the banquet halls had working A/C, not the guest rooms, and that no solution was available. The bed frame creaked loudly with every movement, and the mattress was extremely uncomfortable. The pillows were equally bad—far below even a 2 star standard. The TV had no signal on any channel, the room was not clean, the toilet flush was broken, and the bathroom was poorly designed with an extremely cramped layout. The toiletries were of very low quality. The only positive aspect is the hotel’s central location. Unfortunately, that’s where the positives end. The reception staff were unwelcoming and unfriendly, and overall, everything about this hotel was unpleasant and stressful. In short: a terrible experience. I do not recommend this hotel under any circumstances.

The hotel doesn't even have a bottle of water in the room. It's 5 stars but in reality it's barely 3 stars hotel. It was so hoot in the room and you can't control the heat. I couldn't even sleep. Very disappointing experience, specially for that price for Sarajevo.

Wonderful location and such friendly staff. Willing to accomodate and help in any way. I requested early check-in and they allowed for me to have that after my 25 hour journey. It was really warm in my room and I requested a portable fan and they were so quick in bringing it over.