This visit to the Europe hotel was chaotic, unwelcoming and hostile to the guests. We were not given a room with a double bed, as we had requested, and were then moved to a room where the electricity was not working, and nor was the air conditioning. The shower mechanism was incomprehensible, the tea/coffee-making facility consisted of one sachet of nescafe and one herbal teabag. A lot of guests were complaining about the air-conditioning and we heard a receptionist shouting at them, rather than solving the problem. We were sitting in the bar on our first night, and the lights were suddenly turned off and the staff all walked out without a word to us. When we sent an email about all this to the hotel group manager, as we had been advised by one of the receptionists, the manager told all the staff off, and sent a bottle of wine to our room as compensation. We had no way to open it so reception sent someone to do that, and he seemed to expect a tip for his services – he clearly hadn't been told that this was our meagre compensation for all the bad things that had happened. The manager did not reply to us, or apologise or wish us a good stay.

This hotel seems to be too big and unwieldy for the management to cope with. We were mystified by how it managed to rate 5 stars, unless this is just a tick-box scheme which is completed by the hotel itself. Our first stay there, earlier in the month was dire (and we have reviewed it as such). Our second stay (which, to be honest we regretted having booked) was a bit better – the hotel seemed to have got itself together, and our room was ready for us, the staff were no longer ignoring or glaring or shouting at the guests. It was surprising that the safe in the room was too small for a laptop computer and there was, apparently, no other form of safekeeping for valuables in a hotel of this supposed stature. And the tea/coffee making facility in the room still consisted of one sachet of Nescafé instant coffee and one Hibiscus teabag. Altogether, the Hotel Europe was quite a strange experience, which didn't do justice to the beautiful, interesting and otherwise welcoming town of Sarajevo, which has done so much to recover from its painful history.

Really good value, location and very friendly service.

Great location. Helpful front desk and housekeeping staff. The restoration from the fire during the siege lacked charm and warmth. I wish they had tried to restore to something more like it was, more like the Viennese Cafe. Breakfast was good and varied. Coffee was poor. A 5 star hotel should do better than a convenience store coffee machine. I love Sarajevo, but not sure I would stay at the Europa again.

Ok

Everything was very nice. Everyone was very helpful excep the the man at the check out who was grumpy he didn't not make a attempt to help me with

Great location Nice people Decent room

It felt like old Europe n modern combined. The staff was great n very helpful.

Excellent hotel

Hotel facility need upgrades. Beds were not comfortable, having issue closing the door.

Stayed in 2 rooms as a group of 5 with a small child. Great staff and facilities. Highly recommend.

Super Lage 👍

Great location, hotel is outdated and needs major upgrades.

The lobby is boring and unwelcoming looking. The elevator is hard to see tucked in a corner and recessed. The reception desk looks like something for an office, low to the floor were employees sit at the desk. The desk has no interesting design. The colors/wood paneling are dark and depressing and are found throughout the room hallways which are extremely dimly lighted. The connected Becka Kafana Viennese cafe is beautiful, has good food, including pastries, coffee and service and prices are low, but is generally empty. I guess it's too traditional and upscale looking for people. The outdoor dining area is very large, pleasant and casual and looks at the ruins of a wall and the old shopping gallery building. It has a very limited evening menu so I went to the cafe.

There were 2 weddings over two night's with noise till midnight. Awful experience. The hotel didnt notice mevin advance. I wrote the manager and he never responded.

The location is outstanding, right in the middle of Baščaršija, a moot Sarajevo attraction.

Very nice, newly built room, efficient aircon, big bathroom, very clean. Nice staff, great breakfast and a very nice outdoor bar. CMA only recommend!

Excellent location

We had a very nice and comfortable stay. Great breakfast. Only surprise was that we were not allowed to bring our coffe outside on the patio after breakfast. I understand that they want to reserve the patio for paying visitors, but at breakfast time there was almost nobody there.

Our room seemed to have been in repairs. Beds were ackwardly located and ot gave an impression of an auxiliary room. The cleaning cart on the sixth floor has been sitting in our corridor throughout our stay.

Reception staff wonderful, breakfast staff grumpy

Everything needs to be updated

I had a great room, wonderful staff and very central

The lunch box I received when going to the airport at 4.00 in the morning was very much appreciated! Excellent service!

Location is good, but facility not good at all.

Value for many is good

The location is absolutely perfect and the hotel is elegant, quiet, dignified - a taste of Europe as it should be. The dining room, which is also a grand cafe open all day, is one of the most beautiful rooms in Europe and the food and service are superb. The rooms are very spacious, the bathroom is first rate - large tub plus large show, bidet, etc. And the rooms are completely quiet - no street noise - and they are serviced beautifully. WiFi works great. The Spa, however, is not great: the pool is open, but you have to phone 30 minutes in advance to use the sauna, and massage was booked up (they need more staff!). No steam room, apparently, and the exercise room is quite small.

Old not clean bed old blankets old

Everything was perfect ,staff,room was clean,breakfast was delicious receptionist was very helpful and friendly , massage lady Emina she did very good swedish massage

Nice hotel. Close to downtown Sarajevo.

Staff at this hotel is amazing ! Thank you for your kindness and patience ! Will stay here again !

Very nice and clean hotel. Food is very delicious, walking distance to most of the fun places.