Grand Hotel Prague Towers — Hotel in Prague

Horrific, with an incompetent and dishonest management response to a medical emergency.

EDIT: This review is updated to clarify the record, as the Front Office Manager’s response does not reflect the actual real situation. As someone with years of 24/7 nursing experience caring for my mother after a severe stroke, that left her with a permanent disability, my very modest training compelled me to act, when I saw a life-threatening situation being ignored by your staff.

Here are the facts.

A young woman was on the floor, unresponsive and nearly catatonic with a fixed, vacant stare. While her son desperately tried to get any response from her, multiple staff members simply stood watching from two meters away. After observing this shocking inaction from your staff for 30 seconds, I intervened because your staff did not.

Contrary to Ms. Bogarova’s claim of the staffs “immediate help," I was the one who began the crucial assessment.

I immediately sat with the son and asked about any known medical predispositions his mother might have — heart issues, prior strokes, diabetes. He told me she had asthma, so I helped him search her handbag and then her suitcase for an inhaler. We found one, but it was empty. Her son tried to use it anyway, while your STAFF colleagues stood watching.

Seeing that the son was just repeating "mother, mother," I advised him to instead repeatedly keep asking her specific, informative questions — if she could tell us where it hurt, or point to the location of the pain. A

after about 5-7 minutes of her son doing this, the young woman began to show a minimal response, eventually whispering that her chest hurt badly and that her heart was beating fast, then slow, then fast again. She was also able to confirm she had no airway obstruction. Meanwhile, another guest was checking for a pulse — I instructed her on how to count the rate for the paramedic handover, as she was unsure how. All the while, your staff stood by, contributing nothing.

Ms. Bogarova, you claim your team "acted exactly according to the instructions given by medical professionals." This is inaccurate. Nearly ten minutes into the incident, a staff member was on the phone with emergency services, but he was in such a state of shock that he was shaking and unable to speak coherently. I was standing right next to him then, and had to coach him to take deep breaths just so he could be understood. And that worked!

This description of a "coordinated emergency response" is not consistent with what happened, and it proves your team was completely unprepared.

The suggestion that my "disruptive behavior" hindered the response is incorrect and false. When I saw no one from your team taking charge, I instructed a staff member to call for a doctor in the lobby, a basic step in any emergency. When he froze and then only began to walk away slowly, I realized I had to do it myself afterwards again. My actions were not an "interruption"; they were a necessary intervention in the absence of any action from your team.

When paramedics arrived, your team was again silent. I immediately identified the only English-speaking paramedic and provide a concise handover: the young woman was unresponsive and catatonic for several minutes before progressing to whispering and localizing severe chest pain with an erratic heartbeat; she had a known history of asthma; and I relayed the pulse rate the other guest had obtained. I facilitated potentially critical transfer of information that your staff was incapable of.

This is what your staff should be trained to do. I am not a doctor, yet I know this. Why doesn't anyone on your staff?

To suggest any individual should refrain from providing aid when staff is paralyzed is not just appalling — it’s dangerously irresponsible.

Ms. Bogarova's attempt to reframe her team's inaction proves a profound lack of accountability.

Future guests with any pre-existing medical conditions should know that in an emergency here, you are on your...

We stayed at the hotel for 4 days, 3 nights; it was a really good deal! As a hospitality worker of high end hotel though i was surprised of a few thing.

We arrived at 9h00 and drop the bags, the staff was not particularly nice or helpful. As we just arrive, we don't know the place and got a bit lost as to what to do exactly : should we register before droping the bags? The front desk just left us with a "check in is at 3h" and pointed to the unfriendly bell guy. I was surprise to not have to confirm my identity at least to dorp the bags, and had a single tag to register multiple belongings.

Later on in the afternoon we came back and registered, the front desk staff was really nice but absolutely no services were presented except for the key given and room number mentionned with the floor. We then picked up the bags, which I was suprised for such a hotel they were not brought to the room but can understand considering the number of rooms.

We booked a Superior with a panoramic view and were "upgraded" mentionned the front desk, however I can confirm it was not the case as the room was exactly layout perfectly like the one picture on the website for the category booked. I did not mind, the superior with panoramic view are already lovely and spacious. I did mind however, and was really dispointed that the panoramic view was only a panorama of the congress center and i did specified we were here for an anniversary so i was a bit disapointed on that.

As I mentionned it was an anniversary we had a bottle of white fizzy wine offered, wich is a lovely gesture. I had asked per email there were extra that could be settled in the room and if so wich were they. I did not get any answer regarding this question, so I'm assuming they do not propose any.

The room is spacious, there's AC, nice amenities in the bathroom, a lot of TV channels for everyone, documentations regarding some of the hotel's services (luckily). There's no sign to put on the door (Now/Not Now), wich is honestly a bit stressfull, considerign even if the door is locked manually, when you pass the key it opens. If there's a storm of wind outside, you could sleep badly if you're light sleeper. The bed, for an hotel can hugely be improved and is not of the best comfort. Starting with protection covers, same thing for the pillow for sanitary reasons.

The cleaning service is well done, the room was impeccable. We crossed a technician during our stay, wich is a good sign that the place is taken care of.

The gym is free access and the spa is in addition. By email i got told the gym was to be paid, so i don't understand really. Anyway, the gym is really nice, spacious with a lot of equipment. The spa services is surprisingly crowded, and for the sauna/steam room area slippery. I'm surprised there isn't someone to check and wipe the floor regurlarly, as it's a bit dangerous. The pool is indicated to be at 28C, it is not. We did not stay long for this reason; other guest ended up leaving in the end as well. The water in the pool was not clear... Considering all that I find it a bit expensive, but at least this service is proposed.

Breakfast is really nice, a sign indicates the hours and habits to avoid crowd. Even at peak hour it is more than fine! There's a variety of products, refilled regularly. Fresh omelettes and crepes served upon request. Even a stand for gluten free option and lactose free. Breakfast was really perfect, if to be improved i would recommend to propose fish as in smoked salmon or trouts, salted butter lactose free yogurt.

The grill restaurant is nice and food correct. You can enjoy traditional food and options as well.

The lounge area is comfortable and a good place to hang.

I would definitely come back and recommand, we had a really great stay. The closeness to the metro is...

This a large hotel - one if the highest in Prague and situated on a hilltop overlooking this city - quite a spectacular setting. The main building/s are more or less circular in design which means that most bedrooms are somewhat wedge shaped. We found this unusual but charming.

We took a good/clean “wedgey” studio room on the 17th floor classed by the hotel as superior. The room was adequately equipped and amenitised but showing signs of wear - particularly a chipped bath and a badly worn wash hand basin. The bath had a “built in” shower but no separate shower due to room size restrictions. Robes and slippers were provided.

The main double glazed windows would not close properly and showed signs of having had several futile attempts at taping up the gaps.

The bedroom curtains were just not up to scratch - hard to pull and leaking sunlight due to wear or perhaps moths - see photograph. This was more or less put right by housekeeping by replacing the curtains with slightly better ones which still wouldn’t close properly. However, with curtains open and secured with my bulldog clips, we had a really good view of the city of Prague.

Interesting thing is that, if you turn off the bed lights in the room, all main wall power points also go dead meaning you cannot charge phone, tablets etc beside your bed during the night when the lights are off. You can only use the power points on the dressing table. Fortunately we had a power pack as a back up for nighttime charging.

One peculiar bathroom thing - the wash hand basin and toilet are set very low - interesting - maybe the clientele in Czechia are below average height. The shower is rather temperamental - water temperature control is very difficult in the morning and pressure is poor. We suspect due to morning washing demand as there is no problem in the afternoon.

A fridge and a mini safe are provided - good. The fridge doubles as an actual mini bar and to keep our personal things cold - unusual these days when hotels are in a power saving state of mind and their fridges hardly chill at all.

Staff are great - everybody speaks English and everything went fine - no problem except as mentioned. Excellent waiters and helpful concierges -nothing was too much trouble. It’s a big hotel and caters for many functions, particularly involving the immediately adjacent Prague Congress Centre which makes it quite busy with conference crowds milling in the common areas at times.

The main “The Grill” restaurant on the 2nd floor is really good for dinner - food is well prepared in an open kitchen and the menu was carefully thought out and executed.

Breakfast in the same location was a super varied and abundant buffet/egg station spoilt only by the failure to provide warm plates (a common failing) and by a further failure to ensure that the chafing dishes were actually keeping the food warm. The F&B rule should be “warm plates for warm food, cold plates for cold food”.

The hotel has a spa, gym and indoor pool but we did not use these.

Would we stay again? No- I don’t think so - it’s poor value for a flawed room like ours at €250 a night B&B including taxes. Everything is starting to show signs of wear and tear. It’s in a beautiful location overlooking the city but is in serious need of a face...