There were some good things, for sure. The location is fantastic. There were some nice and kind staff members. The steam room is fun and unique. But... when wanted to open a window in the bathroom of our Junior Suite I ended up staring at an outdoor open toilet area and several people who use the back of the hotel as their home. The sight and the smell was quite something.
Stayed here for a friends wedding which was at the palace a few minutes away. I will start by saying the hotel location was good as it was easy to get into the old Town and other places where the events we were attending were held.
However, we had a few issues with the hotel. Our room was separate from the hotel building, you went through the restaurant and outside to access it, which was fine except the lighting in the room was poor, and directly outside were the outdoor dining tables so having the curtains open was not really an option as there were often many people sat out there.
We had several wedding events and needed to iron some items, the room didn’t have an iron (which was surprising for a 5*) and when we asked in reception they said they didn’t have any for us to use.
On four separate occasions (three times in one day) the key cards to our room failed to work more than once in a row and so we had go to the front desk every time and ask them to reactivate them. This was not ideal and a couple of times the people on the desk asked us if we had a reservation (we had stayed 2 nights at this point and all our stuff was in the room!)
There was also a huge leak in the bathroom. We informed the hotel so hopefully this will be fixed. The rest of the room was pretty dated, it was fine but not amazing.
One day we ordered food for lunch (a simple burger) but it took well over 45 mins to come out, with no update and I had to leave because I had to get ready for the wedding. My partner ended up bringing the food to the room for me which wasn’t ideal as the set up wasn’t great for eating a burger.
The spa treatments were good and the hotel arranged airport transfer for us but based on the above I would not stay at this hotel again, or rate it as a 5*, I would say 3* and 4 at a push.
We have been to many hotels including 5 stars and must say that first impression is that this is not a 5 stars hotel. You cannot feel the little extra service or something extraordinary.
We stayed here for 1 week and here are our thoughts;
- Breakfast: Poor and boring quality. Between 3 and 4 stars. Some 4 stars hotels have better breakfast and better service.
- Room: Good size, low quality. Difficult to get right temperature. Old furniture. Hard bed.
We ordered queen/king size bed, instead we got 2 singel (big) beds that were put together, with an annoying and painful space in the middle.
- Service: Reception very good, restaurant looks like people there hate their jobs.
- Guestbook or guidebook could be helpful in case we need something. We had trouble with the something and couldn't figure out how to do it, no guidebooks were there. And when we tried to call reception there were no phone books or numbers displayed on the phone, which means we had to go downstairs and ask for help.
- Bathroom: good quality and size.
- Location: Ok. Not far from city center and other attractions.
Bought a deal for the wellness package and dinner for two, tried to book the service via email over 1 week in advance despite the vouncher stating it only had to be booked 2 days in advance.
The rude reply I received from the sales manager Jakub Hlavata was the worst example of customer service I have ever received.
His response was that the service was not available and that only the meal was possible and if we didn't like it we should have booked further in advance. I had tried to find a comprises but no others option was available, no suggestion of an alternative or asking about other days. The "sales" manager didn't have any suggestion on what we could do instead and was clearly not interested in resolving the issue or providing any kind of hospitality.
The time of the emails was extremely rude and condescending, I can guess now why this establishment is using voucher companies to advertise Thier services, no one wants to return after experiencing such awful service whem trying to book!
Save yourself the headache, there are many other providers in the city who actually value a potential customer and train their staff on how to communicate with customers!
Dear Scott,
please allow me to respond to your comment below.
You contacted us regarding the reservation of services from a voucher purchased on the website of our partner slevomat.cz. In your e-mail, you requested a reservation for your sister for one specific date and time where, unfortunately, the private jacuzzi was not available anymore due to high demand. In an immediate response, you were offered an alternative in the form of a private steam or finnish sauna at the time you requested. In the next e-mail, all available dates outside the indicated day were offered to you. Subsequently, after you rejected all alternatives, I authorized a refund for your voucher and kindly recommended that it would be better to call/write ahead on your next visit if your options are limited to one specific day and hour.
Despite the facts, I am sorry to read that you still decided to post this misleading review. We try to provide the best service to all clients, regardless of the source of the reservation, and we do our best to meet the requirements of our guests. That is also why we have a rating of 4.7 out of 5 on the mentioned partner’s website and great feedback on both the facilities and the customer service.
Wishing you all the best
Jakub Hlavata
Sales & Reservations Manager
Excellent service. Beautiful and comfortable rooms in a well-located boutique hotel/spa.
The restaurant is excellent and has a lovely garden where meals are served.
Wifi works well. Everything you need in a delightful small hotel in Mala Strana.
Recommended.
