Hotel Carol — Hotel in Prague

It is a beautiful hotel, beautifully renovated. It is a great location, if you want to be just few mins from the city centre, but also be away from the tourist craziness. HOWEVER, I am not happy, you have no idea about costumer service of any kind! I booked this hotel for my family who were visiting me in Prague. I specifically chose 2 single beds (as my mum and grandma were visiting) and the hotel confirmed this will be adjusted (sent me confirmation email and message on my app). Apparently when they arrived, the room had 1 king bed and only 1 towel! Therefore they asked the cleaning lady who was passing by, if she can give them another towel - she was not happy for this "extra" request. but gave it to them. My family came to my house and told me all about that - I immediately called the reception asking for 2 single beds. The person speaking to me was confused, however offered to either change the room completely or to at least bring extra duvet (not to divide the beds, only to have extra duvet). My family would arrive to the hotel late night, so we agreed on extra duvet as moving to another room would be inconvenient. The receptionist said: "I will be there in 5 mins", I replied: "Ok, however they are not in the room, but you can enter and put an extra duvet on the bed". Later in the evening when my family arrived back to the hotel, they passed by the reception to check if this was sorted out - the receptionist had no idea what they are talking about and again offered them to move to another room or extra duvet - they agreed on extra duvet. And, the receptionist gave the duvet into their hands!!! I am sorry, however your customer service is below zero - the receptionist did not apologize even once for anything. And, giving the guests extra stuff into their hands instead of bringing this to the room, is unacceptable. Definitely will not book again - for this money it is not worth it and you are terrible, you definitely do not deserve those advertised stars! If you are going to read this review, please do not bother to give me any discount for future stay - I will not...

Very very clean and spotless room/bed. I inspected the bed, pillows and duvet covers and they were 100% spotless compare to even 5 stars hotel or small hotels here in Czech Republic. The room is so clean, the housekeepers deserve a raise in their salary. The mattress is overly used and has lost its firmness and shape and it is time to replace it. The check in at night at 12 am plus on Saturday was extremely slow and a complete waste of time which is really unpleasant. The middle aged woman receptionist was working like a sloth and is just simply too slow even though there were 10 people waiting to check in. The hummus at the breakfast bar is a great surprise and tasted quite good. The scrambled eggs were extremely dry and limp by the time we reached at 9.45 am. The fried eggs were also over cooked. Overall, the breakfast is very simple but good enough, since it is included in the room price. If I have to pay 12 euros just for it, then it is not worth at all. I would rather wait till 11 am and go have brunch at the hummus bar. There is no pool or gym in the hotel but the young male receptionist in the morning claims that there are. Also, we asked for a late check out from the young male receptionist at 10 am for a late checkout at 12 noon. He acted casually and said of course, it wouldn’t be a problem at all. We even asked him once more, whether he was sure that he didn’t need to write down which room number is requesting for a late checkout. He brushed us off and say no problem at all and no need. Then at 11.30 am, he telephoned us and told us that it is already time to check out… such disorganisation and this hotel dares claim to be 4 stars. Overall, for international standard, this hotel is 3 stars at best. The receptionists really need a good training and improvement for speed and being organised. Otherwise, this place is no different from the operation...

I am very disappointed by the beds. (there were one sofa bed and double bed). Personally I think the hotel is the place where I can recharge myself while I am traveling. However, I was not able to have good rest in the room because of the quality of the beds. Sofa bed has a huge dent at the middle. It was very uncomfortable. Situation for the double bed is not so good either. When I lay on the bed, some times the springs of the mattress was sticking out and it was hurting me.

Hygiene wise, I am not satisfied either. When I came back to the room, I noticed that the room is already made (I notice the new towels and bed linen was well organized.) But, I also noticed that all the hair was still there on the bathroom floor and in the bath tub. So, I was disappointed a lot.

Check-in process was also bit strange. The asked me to do the online check-in up front. So, I expected that I get the key immediately after they check my ID. But, a receptionist kept reading passports of my family members with a machine. The entire process took more than 10 min. I arrived the hotel around mid night. So, I was a bit annoyed by the check-in process and I really do not understand why they asked me the online check-in.

Location was good. The hotel can be easily reached by metro or tram. There are two tram lines near the hotel. It gave me extra travel options to city center / old town. Street was also quite quiet, so I was not disturbed during the night even though I kept opening the window fully while I was sleeping, (There was no A/C...