Hotel Krystal — Hotel in Prague

A terrible mishap happened to me and my family on 16 August 2023. ||||The fact is I am Ukrainian who sent her son to Prague to continue his studies interrupted by the war in Ukraine. He was 17 and left for Prague in March 2022. Now he is a student at The Prague Technical University. I hadn't seen him for a year and 5 months. ||||At the beginning of August, my son, Valentyn, booked a room in hotel Krystal, Prague. He thought he had booked for three nights of 16, 17, 18 August 2023. On 16 August, my elderly mother, my daughter and I arrived in Prague for the first time to visit him. We came to the hotel, and at the reception, we found out that my son had confused the month and had booked on 16, 17, 18 September. ||||We were shocked considering we were exhausted after a 30-hour bus trip from Kyiv. I also realized that according to their rules, they were not going to return money in case of canceling the booking. No doubt it is a huge financial burden to our family at the moment. ||||What is appalling is that nobody at the reception didn't offer us any help, even a glass of water for my mother. They just let us go nowhere. I wrote an email to the hotel on 18 August, attaching our bus tickets for the dates in August. Nobody bothered to respond, not to mention offer at least partial reimbursement, considering there is a month ahead before...

First impression of this hotel was normal, rooms are spacious and light, but then I was faced with unpleasant service and not client oriented staff.

Facilities. Staying for a long time here,I asked the kettle and iron. The answer was, that they don’t have kettles and irons for a room. If you need hot water, you have to go downstairs and ask there for a cup of water. Though some of staff ask to pay 10 crowns by cash for it. The iron is in the special ironing room on the 13-th floor. You can’t get this room easily, because it is closed and you have to call to the reception all the time for opening the door. This room works till 8 pm and if you want to iron something later, you don’t have such opportunity, it is your problem.

Cleaning is making only partly: rubbish is staying for some days, the bed sheets nobody has changed more than for a week…

Food. Food in the restaurant is poor, it is not changing. Every day the variety of dishes is the same: scrambled eggs, sausages, bred, cheese, ham, butter, a plate of green salad and some fruits, flakes, tea, coffee…

The staff on reception is unpleasant, but housekeepers are kind and patient though don’t do their...

my experience fell below expectations due to several issues that I believe need immediate attention to improve guest satisfaction.

Room Cleaning and Maintenance:

My bedroom was not properly cleaned during my stay. While the bathroom was attended to, my bed was not made properly; the cover was simply thrown over it instead of being dressed appropriately. This level of care is not acceptable for guests, as it impacts comfort and reflects poorly on the standards of cleanliness.

When I approached the reception desk to express my concerns, the staff member was unprofessional in handling the situation. Instead of addressing the problem directly or offering solutions, I was handed an email address to send my complaint to. I believe this reflects a lack of customer service training and professionalism among your staff.

Breakfast Quality: The breakfast options lacked variety and were the same every day. Additionally, there were no food labels to indicate ingredients, which is a serious issue for guests with food allergies or dietary restrictions. Overall, I felt that the service and attention to detail did not meet the standards I would expect...