Hotel Sen — Hotel in okres Praha-východ

Disappointing Stay Despite Beautiful Facilities

My friend and I stayed for two nights with a wellness package included, and while the spa facilities themselves were lovely, our overall experience left a lot to be desired — especially in terms of customer service and comfort.

The Spa Experience

We both booked massages, and unfortunately, they were some of the worst we’ve ever had. I went first, and it was honestly the worst massage I’ve experienced — uncomfortable and ineffective. I didn’t speak up at the time because I’ve had bad experiences before in the Czech Republic where feedback was met with defensiveness, but I did warn my friend to request a different masseuse.

She went in prepared, gave clear feedback multiple times during her session asking for more pressure, but he ignored her completely. At the end, when she expressed that it wasn’t good, he didn’t seem to care. When she mentioned it at reception, they simply said, “Hopefully it’s better next time,” which felt dismissive.

She then went to the main hotel reception to raise the issue, but they brushed her off, saying there was nothing they could do. Only after pushing did they agree that a manager would call her — but she had to chase them all day. Eventually, we were told to meet the managers in person, which felt awkward and unnecessary. During that conversation, two spa managers basically told us that because no one else had complained and the masseur had “enough hours” for a license, this was their standard. They refused to do anything to rectify the situation. The whole exchange was uncomfortable and made us feel humiliated — like our feedback didn’t matter.

We weren’t asking for a full refund, just some acknowledgment or a small discount, especially since my friend did speak up during her massage. But they said because she didn’t walk out mid-session, they wouldn’t do anything. Completely unacceptable customer service for a supposed wellness experience.

The Hotel Stay

The hotel has potential — the rooms are spacious, clean, and there are some beautifully renovated areas. But parts of it feel dated. The TVs, for example, are tiny and look like they belong in another decade.

Our biggest issue, however, was the noise. It was incredibly loud, to the point that it sounded like a train station above us. We called reception and were told it’s because our room is located under the main reception area, and there were no other rooms available. The only solution offered? Earplugs.

For a stay costing over 6,000 CZK per night, proper sound insulation should be a basic expectation. To their credit, they at least apologized and gave us a small voucher for two glasses of Prosecco, cake, and coffee — which was appreciated — but it doesn’t make up for two nights of poor sleep when we came here specifically to relax.

The Good

To end on a positive note: the spa facilities themselves are beautiful. The swim-up bar is a rare and fun touch for Europe, the various saunas were great, and the relaxation rooms were a highlight. It’s clear they’ve invested in upgrading the wellness spaces, and that part feels worth it — even if the massages and management fell far short.

Overall:

This hotel could easily be a wonderful getaway if they improved customer service and soundproofing. Unfortunately, both the spa management’s attitude and the lack of sleep turned what should’ve been a relaxing weekend into a...

Me and my friends chose this hotel for a wellness weekend and we ended up being quite disappointed. ||Hotel was recently renovated and added a spa to the selection of their services. ||The confusion already started at the front desk where the staff was obviously not well trained and definitely didn’t act according to standards of a five star hotel. ||When we got to the room the AC wasn’t working and even after a visit of a technician nothing had changed.||The dinner on the first night was very poor. We were still hungry after our dinner and saw someone ordering a steak tartare so we asked if it was possible to order it as well. Then we were discretely informed by the waiter that the meal was ordered by the owners and it was only for them. You can imagine our disappointment. The same thing than happened next morning when the owners order omelettes that were not on the menu. ||The confusion fest continued when we got to the spa where we prebooked three massages. We were informed by the staff that they only have two booked. They offered different time slots for the massages which meant our whole afternoon plan was in shambles and we had to spent majority of the afternoon separated and ended up having dinner very later because of that.||Overall I must say that the management should definitely put in more work in training the employees and ensuring that all the offered services are up the standards of a five star hotel.||We will definitely not choose this...

The spa looks beautiful, but the service and attitude of the staff completely ruined what could have been a relaxing weekend.

I had a massage that was honestly terrible. I asked several times for more pressure, and the masseur just ignored me. When I mentioned it afterward, no apology — nothing. At the spa desk, I was told “Maybe next time will be better.” Completely dismissive.

When I went to reception to report it, they said there was nothing they could do. After insisting, I was told a manager would call me, but no one ever did. I had to follow up myself multiple times before we were finally told to come meet the spa managers — only to be told they stand by their employee and wouldn’t offer any compensation because I didn’t walk out during the massage. That level of customer service is unacceptable.

The hotel itself is fine: clean, spacious room but extremely noisy, and they only offered earplugs instead of a solution. For a 6,000 CZK per night stay, that’s disappointing.

The spa facilities (pool, saunas, relaxation rooms) are beautiful, but management needs serious improvement. A place that calls itself a wellness hotel shouldn’t make guests feel unheard...