Grandhotel Pupp — Hotel in okres Karlovy Vary

First, staying here was a birthday present from a friend. We arrived at the front desk in the main lobby to be told we needed to go to the other hotel. I guess there is a “cheaper” side of the hotel. No problem, we can’t do the $1000 a night price. But we did pay over $300 a night.

We were taken to our room by a nice man to helped us with our bags. The room had green square carpeting that needdd to be replaced. It looked more like an outdoor room floor with some peeling up.

The first morning while taking a shower (you must hold the shower head or it goes all over the floor). I carefully tried to put one foot out to reach a floor mat and my foot slipped right out from under me sending me flying, twisting and finally hitting my head on the side of the bidet. The crack was so loud that my friend thought someone had dropped a heavy piece of machinery upstairs. I was unable to speak, for about 60 seconds from the shock and pain.

The people who came to the room from the spa were kind and gentle. They took one look at the 3.5 centimeter gash on the back of my head and called an ambulance. Four stitches and a ct scan later, I was back at the hotel on doctor ordered concussion watch.

Upon returning I let the front desk know that we missed the breakfast buffet due to my fall and asked if there was something they could do. “No, I’m sorry but breakfast is over. You can get someone on the lobby cafe.” $25.00 later we got 2 coffees, 2 waters and a sandwich. I was disappointed that they did not at least try to make up for the breakfast.

I also let them know that my daughter was worried about me and was on her way from Prague. I asked if she could sleep on the couch. He said yes. I asked for a pillow and blanket which were given.

When my daughter got there, she let them know who she was and asked if we could stay another night since an entire day of my birthday was ruined due to the fall and doctor ordered rest (not to mention the gauze and head covering along with blood soaked hair, I couldn’t go out). He said they were booked due to the film festival. They did not offer anything else to compensate us. I couldn’t use the pool as planned due to the stitches, nor could I wash my hair for 2 days.

Upon check out, the first thing they asked was “Are you the ones who had the fall?” “Yes” my friend replied, (thinking they were going to ask how I was) “Did you Pay the hospital bill yet?” ARE YOU FREAKING KIDDING ME?!!!!! The hospital and ambulance bill were the first concern in their mind? Unbelievable!!!!!

Then, they charged us and extra twenty Euro for my daughter being there. I am almost without words.

In the good side. The manager did ask how I was doing as well as one of the front desk clerks. The breakfast buffet was outstanding and the staff were mostly very kind.

I can’t believe we just spent that much money to be treated over all so poorly after an accident in their hotel. We asked that signs be placed in the bathroom notifying that the floors are EXTREMELY slippery when wet. I only put my wet foot on the floor, it was not wet other than that. It is a hazard.

So, for my birthday, I got an ambulance ride, head exray, 4 stitches, little sleep due to the location of the wound and all the extra bills that came along with that. Not to mention, the rest of my trip is going to be more difficult with a head wound and the follow up appointments I need (per the doctor) to check on the stitches and then remove them.

Maybe if you are in one of the $1000 rooms, you might be worthy of a little more curtesy, and customer service. I am not usually so harsh in my reviews, because everyone can have a bad customer service day or moment, but they had several chances to make this a better stay and missed all opportunities to do so. I would not recommend this...

Bad bad service, if you are looking for excellent service THIS HOTEL IS NOT FOR YOU! I have never received such poor service from reception and Conceige staff in my life. They really impacted our stay that we travel across the world for.We booked the Premier Suite River Front View, with a balcony months before our arrival. We paid fully months ahead of checkin.Conversed 11 times with reservations to ensure our bucketlist dream of a lifetime was well organized. We decided to stay after watching 'Last Holiday' and wanted to experience the magic of this beautiful hotel and the so called amazing service.On check in Micka, a lady with short blonde hair was so rude as were the other reception staff.No hello or welcome. We asked if we could be please booked for dinner for the 2 nights in the grand restaurant however we were told the restaurant was totally booked out both nights. We asked to be on the wait list.We walked past the restaurant and there were only 2 couples in the whole restaurant. 2 hours later again at least 8 tables free.None advised if we were successful or were booked in to the other restaurant so we had to eat in an outside restaurant. We returned in our evening gowns and ask the receptionist if we could be booked for into the spa for 2 massages tomorrow. The new reception staff told us we had to walk to the spa and book it ourselves?No they couldnt do this either it seems.So off we went up stairs and a fair walk.We also had to call and book our pillow menu. The room service and housekeeper were lovely.As was the room, it is absolutely beautiful, so huge and really gorgeous. We booked a premier suite across the road on our second night, so we could experience everything. We asked if our bags would be transferred over in the morning. There was a new nice receptionist I went to instead of the other, she indicated the other room was ready, the other girl said no.We would have to have our bags stored between 11am to 2pm, so actually checkout, wait in the lobby and had no where to go for 3 hours! If I was in the same room I would have had access to the same room continuously, We were made to feel like people on the streets that had not paid $1390 for what I see as poor service. It is free to say welcome, free to be kind.Not here, not Grand Hotel Pupp.Our bags and coats hanging in reception without supervision. We asked for access to the spa instead of walking thr streets.The access keys didn't work, we had to walk back for more, no robes.. Another receptionist was going to let us check in but the rude one,short blonde hair,Micka, said 'No they wait until 2pm! We knew some of the language so knew what she said,again we were made to wait from 11am until 230pm, not 2pm as advised, even though we were told to go away for 3 hours and come back at 2pm! There were no lines of people, no masses of people, just us, so it wasn't a case of being overwhelm and busy.At 230pm finally we were taken by conceige, they wandered in front of us, nothing about services or the hotel. We again had to call and ask for pillows as there is only European harder ones in the suite, We also asked for a bucket of ice for our champagne and were told no, no ice cannot be bought to our room.No ice in a hotel like this, for a premier suite?Seriously! Sadly the reception staff are not interested in providing customer service.We wanted to mirror our phone to watch a movie.There are no movies at all, no Netflix,nothing, but the TV is not compatible again in this so called grand hotel.The breakfast however is amazing the best there is, absolutely superb and the staff serving breakfast were good. It is so sad that your dream trip with a hotel that is so beautiful and amazing but the customer service in reception is so poor in a hotel that deserves to be represented...

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Nestled in the picturesque heart of Karlovy Vary, just 300 meters from the iconic Sprudelkolonnade, the Grandhotel Pupp is a living testament to timeless hospitality. Founded in 1701, this architectural gem has evolved over more than three centuries from an 18th-century guesthouse into a cherished icon of European elegance.

The hotel seamlessly fuses spa town charm with heritage, offering a refined retreat where aristocratic glamour meets modern comfort. Spanning several distinct wings, the property boasts 221 individually styled rooms - including 111 in the neo-baroque wing and 110 in the historically significant Riverside Wing. The nearby Quisisana Dependance, once the residence of Anton Pupp and his wife Maria, offers an intimate lodging alternative.

I stayed in a Superior Room on the top floor of the Riverside Wing, which featured a thoughtful layout with an entrance hall, guest restroom, wardrobe, a separate sitting area with flat-screen TV, minibar, and Nespresso machine, and a sleeping area with a king-size bed, writing desk, second TV, and access to a well-appointed bathroom. The tiled bathroom provided a separate bathtub and shower, double sinks, toilet, and Pupp-branded toiletries, all maintained by diligent housekeeping twice daily with fresh linens. The room’s two balconies opened onto enchanting views of Karlovy Vary - ornate architecture, the Teplá River, and forested hills created a serene, fairytale-like backdrop.

Breakfast at the Grandhotel Pupp is served in the resplendent Marble Hall, where soaring ceilings and sparkling chandeliers set an opulent tone. The buffet presents a rich spread of juices, vegetables, fruits, breads, cakes, cereals, smoked fish, cheeses, cold cuts, and hot dishes like eggs, waffles, and porridge. Service was efficient and professional, albeit a bit reserved. In the evening, the adjacent Grandrestaurant transforms into an elegant dining venue, famously featured in Casino Royale, and serves modern Czech cuisine using seasonal ingredients. My octopus entrée was elegantly prepared.

Café Pupp, located at the birthplace of the hotel’s legacy, tempts guests with Czech pastries—including the iconic Pupp cake—within a graceful setting and charming outdoor terrace. Becher’s Bar captures the spirit of a classic English club, serving cocktails such as the Bond-inspired Vesper in a stylish, cinematic atmosphere.

The hotel’s spa embraces Karlovy Vary’s wellness heritage, with an indoor pool, saunas, cardio zone, and treatments ranging from Ayurvedic massage to aesthetic therapies. Due to limited hours and high usage during my stay, I didn't use the spa area, though the outdoor terrace offered a quiet spot to unwind.

Throughout its storied history, the Grandhotel Pupp has hosted numerous distinguished guests, particularly during the Karlovy Vary International Film Festival.

In sum, the Grandhotel Pupp offers a memorable experience steeped in historic charm, varied architecture, quality cuisine, and attentive service - though at times it misses the emotional warmth and sincere engagement that elevate a stay from refined to truly...