Hotel Velveta — Hotel in okres Trutnov

Summary:||No Room on arrival (Hotel fully booked).||No water for 95% of our stay. (4 nights). Hotel denies this.||No water obviously having many knock on effects (No clean towels, food availability, no toilet etc)||Customer care was none existent (Apparently we expected too much as we wasn’t in Prague). ||Hotel does not want to accept any liability / no refund offered initially.||Management have no customer care skills and are aggressive / don’t care. ||After various emails they only offered to reduce a 1088 Euro Bill by only 188 Euro. ||||Arrived at 11pm after phoning the Hotel to let them know that we will be late. The Hotel said that’s fine and the keys are ready on reception.||We booked one double and one quadruple room. The hotel only had the double room. i.e myself , wife and two children was told that we didn’t have a room this was at 11 o’clock at night after travelling all day. The Hotel was apparently fully booked. || The only staff there was a guy that works in the bar called Tomas. To be honest I believe Tomas had been left out to hang out by his management. (Tomas was great but the management was awful / shocking). ||Tomas said his chief (Manager) was going to come down to speak to us but never turned up. ||We obviously told Tomas that it is the hotels responsibility to sort this out as we had confirmation from Booking.com that the rooms were available. The hotel actually blamed Booking.com for not booking the room. Booking.com have evidence that both rooms were confirmed by the hotel (Why would they only book one room, complete nonsense). ||After about one hour approx of stress, Tomas said they have found a room. We do not know for sure but we believe some people was asked to leave the room. One of these people whispered to my wife “Do not let them kick you out” making us think in hindsight that there was more to this story.||We were just thankful that we had somewhere to sleep for the night as we were all shattered. Also travelling with a 5 year old. ||The following morning the water wasn’t working in either of our rooms (the toilet did initially work one of the rooms).||We had a full schedule for the whole duration of our stay and set off for skiing / booked lessons etc fully expecting the water issue to be resolve on our return. It was not. Apparently an Engineer had fixed the problem but obviously not very well. ||During our stay my wife (Czech nationality) had various conversations with the manger which ended up in arguments. Basically we understand that things can go wrong but do expect a Business to have a plan when it does. The plan should include resources to fix the problem in a timely manner and in this case should include a plan to take care of the guests / provide information / provide options.||My wife was constantly told “I don’t know”. At one point the reception manager shouted to another member of staff (possibly owner or management) and said “please talk to this woman as she just doesn’t understand what I am telling her”. Basically she wouldn’t provide any update or information regarding when the issue will be fixed. The man turn to my wife and said “What do you expect, this isn’t Prague”. What we expected is information regarding a plan to resolve the issue. i.e. is there an engineer coming, if so when, is he likely to be able to resolve the issue etc. ||There was other conversations where we were told someone is coming to fix the issue however the problem was never resolved. ||The water did work on the morning that we checked out. ||On check out there was a different lady on reception who actually had manners. She asked me if we needed to pay and I replied that I had paid via Booking.com. The lady said she would check and made a phone call. After the phone call the lady said everything is ok and we could leave. I have subsequently been accused by the Hotel of refusing to pay (absolutely shocking). I have subsequently requested a significant reduction in the Bill but the Hotel continues to less than truthful.||Do not consider this Hotel. I / we do appreciate things can go wrong, however what has really ruined this stay is the way the hotel has dealt with the issue and continues to...

The hotel location is a bit isolated and a bit slippery during winter time, be prepared for some ice. |The view of the mountain is amazing and is roughly 8 km from the city center of Spindlerowy Mlyn. |The rooms we got were with a view on the parking, very spacious, warm and well cleaned. In need of some newer furniture overall, but it is well kept.|The hotel seems to be a family business, so the atmosphere is very nice and homey. You can see the owner playing with his little niece, Anicka, every night :)|The food in the restaurant is just amazing! Honestly, hard to compare to anything you can find in the city. Traditional Czech food, beer and very good white wine. Prices are lower than the city center prices, but the portion size and the quality of the food is above and beyond. Service is also very nice, homey and friendly. |Breakfast was ok, nothing special, but a big choice, which is good, even for the pickiest eater.|Perfect hotel for families with children and...

Hotel na hraně mezi 2-3 hvězdami co se služeb týká. Našli jsme ho na slevovém portále, což je samo o sobě varovným signálem. Sliboval minimálně spokojenost, když už ne nadšení a podle fotek a nabízených doplňkových služeb (minigolf, farma, pobyt se zvířaty, ...) se zdál být fajn i když dražší. Po příjezdu jsme ihned poznali rozdíl mezi fotkami na webu a realitou, paní recepční byla milá, dostali jsme klíče a vyrazili na pokoj, na recepci je nepříjemné teplo a dole u schodů zápach kanalizace. Pokoje jsou zastarale vybavené, ale čisté. Po celou dobu našeho 3 denního pobytu netekla teplá voda, nejen nám, ale i ostatním hostům, s kterými jsme se bavili u snídaně. Opětovně stejné výmluvy, počkejte na kolegu, ten ro řeší, počkejte až přijde recepční atd. Voda ale stále studená, prý údajně odešel druhý bojler. Snídaňová nabídka pro velmi nenáročnou klientelu... šajzepárky, převařená vejce a mix salámů a sýrů, starší ovoce a obden i pečivo, viz foto. Večeře v polopenzi taktéž nic moc i když jsou v nabídce 4 jídla - 3 slané, 1 sladké a nabídka z menu je za nabízené ceny sprostá. Jídlo vám nabídne číšník v kraťasech i když milý... Okolí hotelu i hotel velmi zanedbaný až neudržovaný. Minigolf v katastrofálním stavu a westernové městečko výkřik do tmy. Římské lázně rovněž zanedbané a během našeho pobytu tam bylo 22 stupňů, platí se zde poloviční příplatek za dítě a nabízený sekt bylo nějaké jahodové Avanti. Při odjezdu jsme tyto skutečnosti sdělili na recepci a dostali kompenzaci za to ty dvě hvězdy v hodnocení, ale z pobytu jsme byli smutní a určitě příště zvolíme jiný hotel. Myslím si, že nasbíraná hodnocení zde a na booking jsou výsledkem předchozího majitele/provozovatele před cca 3 roky, dnes tomu tak není, takže čtěte aktuální recenze! Pobyt pro nenáročné až...