Four Seasons Hotel Prague — Hotel in Prague

I have a mixed review for the Four Seasons Prague. On the positive side the food was absolutely delicious- breakfast, lunch and dinner in Cotto Crudo. The restaurant serving staff superb- friendly, polite, and attentive. The location of the hotel is ideal in the old town close to many touring sights, restaurants and shopping. Unfortunately we were disappointed with some aspects of our stay. Upon arrival we had to wait at least 15 to 20 minutes to check in. Although the reception staff apologized- the time we had to wait to get settled into our room was too long. We booked an expensive suite with a view of the river. The room 331 was beautiful but the fan in our air conditioning unit of our bedroom did not work and we had to keep the door of our bedroom open to the living room in order to keep our room cool. We did not realize there was an issue until late in the evening and did not want to complain and have to repack and change rooms. On our first night, we did not receive turn down service. I complained to housekeeping. The next morning an assistant manager of housekeeping, David Sterling, came up to us at breakfast to introduce himself and apologize. He asked when we would like our daily housekeeping service and turn down service and promised we would receive both at our desired times. This was a great effort on his part. However, on our last night here the fourth night, we did not receive turn down service. I called housekeeping to complain and David was not available. So we only received turn down service for two nights out of four. This is unacceptable for a Four Seasons hotel. Finally we wanted to make a dinner reservation at the hotel restaurant on our final evening here. We went to the concierge on Sunday afternoon June 29th and he told us to go walk to the restaurant to make the reservation. He could have walked us over or called them for us but he basically dismissed us. The Four Seasons is one of our favorite brands and we’ve stayed in many of their hotels all over the world. In fact last August we spent four nights at The Four Seasons Madrid. That experience was absolutely superb in every way. In comparison The Four Seasons Prague fell short. Still a very good hotel - but...

Unfortunately 4.5 stars is not an option. This is a nice hotel, in a central location in old town Prague. But for us, FS Prague did not live up to the high expectations associated with the brand. We’ve stayed at other FS in Asia and were really blown away by the service and beautiful properties. Several things fell short for me at FS Prague which started with the building itself, room and the view all of which seemed to lack a “wow” factor. For one, only the river front rooms have any kind of view. We were on the 7th floor and did not have much to see out of our small window. Even the restaurant lacked any significant views. Finally, the service just fell slightly short of the expectations for a FS and a hotel at this price point:

On our first evening, turndown service came at 6pm - to which we said we were heading out to dinner shortly can you please return in an hour? To our surprise, the house keeper said “no, this wasn’t possible.” We texted reception through the app to ask for turndown service to come later. The next night, we had dinner on property for nearly two hours and came back to our room at 9 pm to find turndown had not been completed. Why not coordinate this when dining on property? I don’t need turndown service, but I also don’t need knocking on my door at 9:30 either. One of our waitresses at breakfast apparently was friends with a couple that were dining and spent a good 10 minutes chatting while neglecting us and other patrons. And finally, the gym had towels thrown about and used water bottles left on a treadmill. I understand that guests should be more responsible for their cleanliness, but someone from FS should be attending to the space...

Four Seasons is my home away from home. Any requests I may have are answered within minutes and to make it even more amazing - sometimes the staff predicts our needs based on my previous stays and proactively addresses them without me even saying anything. The attention we received everyday from all of the employees goes beyond customer service. We could tell that the employees’ hearts are in Four Seasons. They care so much. After 25 days in your hotel we got to know many staff members very closely and they all are just exceptional people. They are the reason we will be coming back. We love the FS Prague family. Thank you for creating a home away from home for my wife and I. During our stay in March, we had to deal with a very serious health situation in our family and the hotel made this horrific experience as comfortable for us as humanly possible. It is because of the team that we were able to put up the brave facade and be the rock for our mom, who was diagnosed with cancer, and help her during those challenging times. Forever grateful. If you meet: Jan, Roman, Michal, Martin, Ivan, Ramona, Barbora, Veronika, Anna, David, Kamilla, Stanislav, Michaela, Anastasia, David, Karel, Matous, Louis, Sylvia, Jana, Martina, Monika, Sophia, Sol and Marek - give them a big hug for us. And last but not least Martin (GM) for treating every hotel quest as a family member. The caring culture he has created in FS Prague is very unique in today’s world of hospitality. There is no better place to stay in Prague. Tell them...