u/CountDull1584

We recently stayed at Marshall Hotel Garni in Belgrade and had a very disappointing experience despite its strong online ratings.

We are experienced travelers and don’t complain lightly, but this stay involved repeated unresolved issues and a consistent lack of urgency from staff.

The main issue was a malfunctioning door lock that did not properly secure our room. We reported it multiple times over two days, but there was no real sense of urgency or action. At one point we were told not to worry because there was “security nearby,” which was not acceptable given the situation.

We contacted Expedia to escalate the issue and explore leaving early due to the unresolved safety concern. Expedia reached out to the hotel, but there was no response to us or to them at the time.

When we returned to the hotel around 11 AM, staff were outside, but the lock still had not been addressed. The refund request via Expedia had also not been acknowledged.

During this discussion, the owner’s partner stepped in very aggressively and dismissively, telling us to go upstairs and speak to the owner if we had an issue. The tone and manner of that interaction made the situation significantly worse and extremely uncomfortable.

Only after escalation did the owner personally come to repair the lock.

There were additional issues: a broken shower mount that was “fixed” but failed again the next day, a non-functioning fridge that was later replaced, and visible maintenance problems in the room including peeling paint on the walls and general signs of wear that did not match the hotel’s advertised standard.

Housekeeping also did not follow its stated linen change schedule.

Overall, it wasn’t just the maintenance problems—it was the lack of urgency, communication, and accountability throughout the stay.

Based on our experience, this did not reflect the standard expected from a centrally located hotel with strong online ratings.

Posting this so other travelers can make an informed decision.