ASTORIA Hotel & Medical Spa — Hotel in okres Karlovy Vary

If I could give this "spa hotel" minus stars I totally would, never before have I wanted to leave a hotel mid stay this bad.

Parking: Bad, just as expected. We were sent to a parking lot at Hotel Windsor (another hotel). After we payed for the spot and drove there we realized our parking lot wasn't even open as another car was parked there.

Reception staff: This one was so bad it might as well be a joke. For someone who has never been in a "wellness hotel" before you are totally left on your own here. No one explains ANYTHING to you. NOTHING. Not even where the pool is (and no, "it's on the 1st floor" is not enough as there are over 20 rooms on the 1st floor and the pool room is hidden). We had to go to the reception at least 5 times a day to get some sort of answer for basically the most random small things that could've been easily explained if the staff actually gave a crap. Where do you find these workers??

Wellness: The biggest joke there is.

They won't tell you this at the reception so here are some informations:

the "pool" is a bigger hot tub and fits a handfull of people. It's always full as it's too small. They tell you at the reception to just go there with your room card and pay at check out but of course that's not how it actually works. If you do that they'll send you back to the reception to get a "wellness stamp" on the card while you're wearing only your bath slippers and bathrobe (we asked at least 3 times at the reception if they're sure that we don't need to do anything else before going to the pool) again the "pool" is very hidden and has opening hours, you can't just go for a swim as you please. From morning until lunch it costs 200 czk and in the afternoon it's 300 czk (about €20,- a day) which is crazy as we booked our room in this hotel for the "wellness experience" and all that was was a small warmish tub that's full of elderly people. For this price I'd rather go to a luxury thermal bath house in Austria where there's plenty of hot springs, pools, jacuzzis, saunas and places to relax/ lay down undisturbed for the same amount of money.

THE WORST ONE SO FAR:

Never did we expect that one has to book WEEKS IN ADVANCE FOR ANY SORT OF WELLNESS TREATMENT upon arrival. We checked in on Friday and couldn't book/ use ONE SINGLE TREATMENT WHATSOEVER (spring treatment/ baths/massage options etc.). That doctors/ nurses and masseurs need to be booked in advance is kind of logical but we didn't want that anyway. We expected a free (or atleast big enough) pool or a sauna possibility that's also at least big enough for more people OR CHAIRS TO LAY AROUND AT THE POOL as it's common sense to have that in a SPA HOTEL. OR NOT TO PAY/RESERVE FOR EVERY SINGLE SMALL THING THEY "OFFER".

THE MOST BIZZARE "WELLNESS" EXPERIENCE. WE WERE THERE THE WHOLE WEEKEND AND DIDN'T GET TO USE ANY WELLNESS TREATMENT WHATSOEVER. NOT EVEN THE POOL BECAUSE IT WAS TOO FULL.

We basically booked a wellness hotel just for the room. Period.

ALSO:

We had a €80,- coupon as a gift from our in laws. The hotel staff said we have to use the half for wellness (which was impossible as described above) and the other half for foods and drinks. So we had lunch there, it was a buffet so it wasn't good. We asked if we could use the other half (which was actually for wellness) on anything else (because WELLNESS WASN'T AVAILABLE) and they said no. So we lost €40,- to the hotel as we couldn't get drinks/ food instead. Basically they make you use it for something that's not available and at the end they tell you "we're sorry but that's policy so you're going to lose those €40,-"

-Breakfast was also a joke as there is not enough room for all hotel guests to sit down.

All in all bad experience. What a joke this place is. CHANGE YOUR POLICY AND YOUR UNFRIENDLY STAFF.

P. S. : We visited this hotel over 2 years ago and I wrote this as soon as we left. This review got flagged (?) and I just now noticed, that's why it got posted now instead of then (for the hotel response, which makes no sense by the way. Read my...

A friend and I stayed here at the beginning of July 2021 for 2 nights. The location is brilliant - right opposite the spa with the pillars. We also got a parking place at the back of the hotel and someone came to meet us and showed us to reception (where we met a very condescending receptionist) and to our room (pay attention when they do this!) at the back of the hotel. No view, but then we didn't pay for one. The hotel is huge and very confusing. It should be renamed Hogworts! The room was nice and clean, we particularly liked the curtains (see photo). That evening we went out for dinner and a few drinks. We returned to the hotel via the back entrance and then our problems began...... We could not find our room! There are 3 lifts in the hotel and only 1 goes to reception! It took us 30 minutes to find our room and we couldn't even get to reception to ask for help. However, the bed was comfortable and we slept well. The next day we went down to breakfast. Two huge rooms with a buffet breakfast. Hundreds of people and nowhere to sit! We had to squeeze onto a table with strangers. The staff seemed overwhelmed. Despite the size of the buffet, the choice for vegetarians was limited: Runny scrambled eggs, dry bread, tomatoes and sliced cheese. Rather disappointing. The town is great. Hike up to the Butterfly house. And taste the waters: The water by the hot fountain is the best and the hottest. The cooler the water the more it tastes like melted keys, It also makes you fart. Our stay was Okay. Guests really need a map of the hotel, breakfast needs improving and a receptionist with a more positive attitude would help. TIP: Pay for an expensive, easy to find room and get breakfast via...

Never again.

Customer service was very poor. We did not get the room we booked and after wanting to change rooms were told 'no'. Without any explanation. The room was very clearly not disinfected as there was a shirt from a previous guest lying plain in sight in the room. Our bags were not carried up, although for other guests they were. The reception could not give a recommendation concerning a restaurant for dinner and also did not know how much we would pay for the (wrong) room. The rooms are nice, although the shower far too small. But thats all thats nice. Everything else is like a clinic and nowhere near comfortable. There are far better options, don't book here.

Kundenservice war nicht vorhanden. Bekamen das falsche Zimmer, obwohl wir reserviert hatten und es war absolut nicht möglich zu wechseln (obwohl das hotel nicht ausgelastet war). Waren in einem Dreibettzimmer zur Straße statt in einem Doppel mit Kolonadenblick und der Kommentar an der Rezeption war 'Keine Sorge, es wird niemand sonst in das Zimmer gebucht', also können wir auch im Dreibettzimmer bleiben. Sie konnten kein Restaurant zum Abendessen empfehlen. 'Spabereich' kostet extra und sieht aus wie in einem Krankenhaus. Generell alles sehr Krankenhausmäßig und absolut nicht gemütlich. Frühstücksraum auch furchtbar, dreckiges Geschirr und Tischtücher und kaputte Sessel. Unsere Koffer wurden nicht zum Zimmer gebracht, für andere Gäste schon. Wecome Drink haben wir nie bekommen. Die Rezeption wusste nicht wie viel wir für das (falsche) zimmer bezahlen würden. Hätten SOFORT gewechselt wenn wir länger geblieben wären. Gibt bessere Optionen in Karlsbad. Auch das Grandhotel hat gerade...