Falkensteiner Spa Resort Marienbad — Hotel in Cheb District

I wasn’t expecting such disappointment at a Falkensteiner hotel. In Velden, Austria, this was a 5* experience. Here, they still either prefer Russian over Polish guests or the problem is with management and their team’s overall mindset. Located in a quiet street, in majestic, historical buildings, the hotel makes a very good impression. The male receptionist was very friendly and welcoming, unfortunately I cannot say the same so about his female colleague who seemed very stressed about some paperwork.

When I went to the room, it was very dark, hot and smelled of cigarettes. It had no air conditioning and I couldn’t open the window due to heavy smokers on the adjacent balcony. Despite booking a superior room, I got a standard double room for a higher price. I went back to reception to clear the situation and was told by Jana, that it was the last room as they are fully booked. It was far from the truth, as I checked the availability online before approaching the reception.

Then she proposed an upgrade for an extra 130 euro a night. I agreed to see the room and accepted the offer of Junior Suite with nice, sunny terrace. When waiting for the elevator I heard voice of Jana complaining to housekeeping just around the corner. I confronted her and explained Polish and Czech languages are quite similar and I understood every word she said. She looked at me shocked and started mumbling about how I was wrong. I then resigned from the upgrade as I wasn’t going to spend extra money on such arrogant service. In the evening I went to the bar and the Bartender seemed annoyed when I asked for the wine card. Maybe it’s a matter of understaffing, as he wasn’t the only frustrated member of the personnel.

Bed (or in fact two connected beds with gap between two mattresses) was quite comfortable, the same goes for the pillows. Unfortunately the walls and door are thin as paper so you could hear and feel every other room’s door being shut or the elevator running up and down. Bathroom was spacious and had all basic amenities. The hotel provides a welcome bag with flip flops, bathrobe and a towel to use in the wellness area. And that area without a doubt deserves 5 stars- spacious indoor and outdoor pools, intimate, relaxing sauna area with different chambers to choose. The opening hours from 7 am until 10 pm are exceptional.

On-site parking is spacious enough even for an SUV.

Dogs are welcome and there is a long list of requirements including dogs not being allowed on beds. I read them one by one to my dog, but it wasn’t easy for him to follow : you get a welcome pack of bed, doggy bad and some random snacks with no information on ingredients or expiry date.

The breakfast buffet was very rich, with live cooking and gluten free options. Too bad such “luxurious” hotel still used the cheapest eggs from caged farms (number 3)

When checking out, I tried to discuss the final room rate, but there was a different receptionist that said nothing could be done and just handed me the invoice.

To summarise: not only will I not stay here again, I won’t take for granted that every Falkensteiner 5* hotel offers same level of hospitality and comfort...

Perfection! That’s the word that describes our 4 nights at the Falkensteiner hotel and spa. We were greeted by the most friendly reception staff, men and women who were professional, helpful and kind throughout our stay. The meals (breakfast, lunch and dinner) were delicious and healthy. The evening drinks in the lovely and charming library bar were irresistible! Our girls spent every free movement in the pools and said they were among the best they have swam in. The sauna area appeared newly renovated like the rest of the hotel and was spacious, clean and offered a variety of options. The Finnish and infrared saunas were my favorite and our daughters liked the biosauna. To top off our already perfect trip, we had a total of 10 wonderful treatments! The massage from the lovely man and facial from the delightful Ukrainian woman were so skillfully executed that I felt that I was in heaven. Even our teens got bath and facial treatments and loved the pampering they received! I attended the yoga class on Friday afternoon and was impressed with the skill of the instructor! A really great course! Finally, I would like to thank Marek Prokeš, Resident Manager, for organizing a space for me to work during the week. We had a gorgeous family suite that was spacious and comfortable, but didn’t offer me enough privacy for all-day videoconferencing. This level of customer service is phenomenal and the reason we would highly recommend the hotel to everyone who likes be treated like royalty!

A few tips for improvement: Spa: we recommend an automated booking system for the spa and beauty services that can be used prior to arrival as there were not many slots available. Covering the eyes during the facials would prevent product from seeping in. The quality of the massages varied between therapists. We recommend setting one high standard for each type of treatment. We also recommend asking guests if they have any body areas that need more attention and if gentle or strong massages would be preferred. Some therapists did not wear the lovely spa uniform and looked outside bit out of place and a few of the spa receptionists could be warmer to and more patient with guests. It was sometimes loud in the halls with people speaking or on the phone. Restaurant: we recommend one or two dedicated servers per table to give the guests the chance to get to know the staff more personally. Room: a chest of drawers and/or shelves would offer some more storage space. Also more shelves in the bathroom would be appreciated.

We can’t wait to come back again and to to find things even...

In one sentence: 5 stars hotel service and everything, restaurant service 3, therefore 4 in stars.

Long(er) review: Reception: We were very satisfied with reception, the lady (check-in) and the gentleman (check-out) were very helpful and welcoming. Their hospitality were one of the highlight of our stay! (Thank you!!!)

Room: Size was adequate, more than enough for 2, ammenities were all there. We had the room facing the wellness area. Our room was directly next to elevator which we found pretty practical as we could just get down to spa in a few steps.

Spa: Amazing. 4 pools, some saunas and plenty of places to relax. We came on Sunday and spent lot of time in the wellness area (+ Monday as well) and there were not a lot of people due to the weekdays. We didn't try any treatments.

Bar: I love their library bar -- there are books, magainzes, small board games that you could use to spend some time there. Prices for drinks were okay (and they were delicious)

Restaurant: We had half-board booked, that means dinner and breakfast were included. At dinner, the staff that brought us to the table seemed to be very knowledgable and explained us about the rundown of the dinner, but the one of the staffs that were taking the order and delivering food seemed to struggle to communicate with English, and the level of service was not the one you would expect from a 5 stars hotel. For example, when we wanted to order drink, I was saying "I'm still thinking", but she mistook it as "still water" (we corrected it later on, but it was just awkward that she left the table without confirming first).

Appetizers and desert was great. Fish as the main dishes was not bad either, but unfortunately the vegetarian dish could improve a bit.

Breakfast The buffet was good enough, especially for the majority of guests who came from Germany. Service however, was unlike the other 5 stars restaurants we visited before: nobody guided to you where to seat, so if the waiter didn't see you sitting down, you wouldn't know they would bring coffee for you. For a busy morning, there seemed to be only one chef at the egg station. The waffle I ordered was delicious though, as it was not overwhelmingly sweet.

Overall, minus the restaurant experience, it was a nice stay at Flakensteiner Spa Resort Marienbad, and I wouldn't mind to visit it again next time I'm...