Heritage Hotel Martinis Marchi

In the fall of 2022, my partner and I visited the restaurant at Hotel Martinis Marchi for dinner. Early in the evening, we ordered a glass of fine sparkling wine. Unfortunately, the young waiter accidentally dropped the bottle, spilling the champagne all over my brand-new shirt and white pants. While accidents happen and we do not blame the waiter for the spill, what was completely unacceptable was the lack of professional and responsible reaction from the staff. We received only a hushed, lukewarm apology, with no offer of any compensation—no complimentary drink, no dessert, not even a gesture to cover dry cleaning for my ruined shirt. This is simply not the standard of service one expects from an establishment of this caliber. Service recovery is an essential part of hospitality training, especially in venues that strive to maintain a strong reputation. Their failure to address this incident properly was deeply disappointing. We had planned to spend several days at Hotel Martinis Marchi in the near future but, due to the negligent and indifferent handling of this situation, we decided against it. They lost two loyal guests that night. To their credit, the management later sent an apology letter acknowledging the shortcomings and pledging to improve staff training. However, words without action did little to remedy the inconvenience and loss caused to us. Hospitality is about how you treat customers when things go wrong. Sadly, Hotel Martinis Marchi failed this simple test.

This hotel offers an extraordinary experience in a stunning marina-side location. The historic architecture is breathtaking, and the building's preservation represents something truly special for the city - a landmark that will be treasured for generations to come. What sets this property apart is the exceptional service culture that permeates every aspect of the stay. From the front desk team to the breakfast staff, every employee demonstrates genuine care for guest satisfaction. Their attention to detail and warm hospitality creates an atmosphere where you feel truly welcomed and valued. The owner's vision and impeccable taste are evident throughout the property. They have created something remarkable - not just a place to stay, but a destination that honors the building's heritage while providing modern luxury. The investment in staff training shows, as every team member delivers consistently outstanding service without exception. This hotel stands as a testament to what can be achieved when historical preservation meets contemporary hospitality excellence. The city is fortunate to have such a beautifully maintained landmark, and guests are equally fortunate to experience the exceptional care that defines this establishment.

My husband and I stayed here for 4 nights following a stay in Dubrovnik The positives Super stunning location over looking a delightful harbour, great curb appeal. The building is so unique - a beautiful stone structure built around a delightful pool area all light stone with beautiful cedar trees beyond which you can smell every morning The pool - I swam everyday at 7am the water is clean fresh and the pool is immaculate. Beds and parasols are high quality and well maintained. Towels are out by 7am lovely quality well laundered. Breakfast - lovely small Buffett style with high quality local produce - abundance of fruit, nuts, seeds, breads, cheese, eggs and so much more. Personalised China crockery with martinis Marchi is a lovely touch - however I would expect linen at the table not green rattan mats and paper napkins. Concierge- all your requests are handled on whatapp. The service is efficient when you ask and personal. For example they messaged me before I arrived with helpful advice about ferry crossings sending me links for tickets etc. Massage - really beautiful treatment. Spa area however lacks a 5 star ambience it’s dated and feels like a middle class gym changing area. Recommendations Overall - For the cost of this hotel I’d expect a more hands on service and higher quality furnishings in the bedroom and spa. For example my husband had to get out of bed and walk to the supermarket to get milk to make a coffee at 7am as there is no room service and no milk in the fridge The rooms - we stayed in a suite with 3 levels . Bed linen is nice quality but the rooms need more tasteful furniture , lots of bare walls and odd bits of furniture, more soft touches would be nice to warrant a £700 a night price tag. For example a turn down service, useful bedside provision such as tissues, a jewellery holder for women just small details are lacking. Bulbs were not working in the bathroom, no candles in the candle holders on the wall. Extra pillows arrived when asked but they were lumpy and uncomfortable Cups and food aren’t cleared away from the pool all day - for an example a child dropped some food by the steps to the pool and this remained there until the next morning. Toilets have not been cleaned overnight in the spa by the pool. A drinks service round the pool would be nice with a light lunch menu, it feels soulless with no attention around the pool. In summary this is a wonderful unique place to stay but having stayed in lots of 5 star places I’d expect more attention to detail and higher quality for the price we paid.