Hotel Metropolitan Old Town — Hotel in Prague

A terrible experience: theft upon arrival, total neglect by hotel management, and no response even after two months

Our stay at the Metropolitan Old Town Hotel in Prague was one of the worst travel experiences we’ve ever had. Upon arrival, we left our luggage in the hotel’s luggage room and went out to explore the city. When we returned, we discovered that we had been robbed: part of my luggage was stolen, and my wife lost absolutely everything she had left in storage. It was a devastating blow that ruined the trip from day one.

The theft occurred inside the hotel, in a room with no effective control—the door was wide open. Although there are surveillance cameras, the hotel was unable to identify the perpetrator or provide any clear explanation. The police came to the hotel and then took us to the station, where we spent over an hour and a half writing a full statement listing the stolen items.

And here’s the unbelievable part: despite all that, the police refused to file an official report, even after speaking twice with the hotel. One can only assume this was an effort to keep local crime statistics looking better for European reporting standards.

The police told us that the hotel would contact us the next day to resolve the situation. They assured us that Mr. Chládek, the hotel manager, would meet us at 9:00 AM. He never showed up.

Since then, it’s been two months, and despite sending numerous emails directly to the hotel manager, we’ve received only vague, evasive replies with no solution, no apology, and no accountability. It’s clear that they are just delaying the process hoping we’ll give up.

What’s even more outrageous is this: when a hotel accepts luggage for safekeeping, they assume responsibility for its custody. This is a basic expectation and a common legal obligation in most of Europe. Yet we were never compensated, and no liability insurance was activated, even though the hotel should have one to cover incidents like this.

The hotel advertises itself as recently renovated, but that’s simply not true. The facilities are old, run-down, with mold in the shower, outdated bathrooms, and worn-out furniture. The so-called “fitness area” is just a public gym with a street entrance, not a hotel facility. And the parking? It’s three blocks away, uncovered and “supposedly guarded”—just like the luggage. (Insert irony here.)

The only positive aspect was the friendly front desk staff, who were polite and tried their best. Without them, the hotel’s review score would likely be far lower.

We will never return and do not recommend this hotel to anyone. If you value your safety, dignity, and peace of mind,...

The only positives I can give this hotel was the quality of restaurant, the location and mostly positive experiences with some staff. The hotel was in walking distance to anything we wanted to do when we were in Prague..which was brilliant

But unfortunately I don't have much else good to say about the hotel, where to start..

We arrived early and room wasn't ready,that was fair enough, was told it would be ready by 2pm.. came back at 3pm and maid was as still in room? Had to leave bags and go out again.

There was a very weird smell throughout the hotel, in the hallways, restaurant and in the room

The room.was not as advertised or not what we expected (maybe that was the fault of the travel agent though? Not sure), it was tiny, barely enough room to move. Was a real squeeze for 2 people. No kettle and tea/coffee in the room. Asked for it and a maid was sent up with the tea and she looked very confused that there was no kettle either. There was No storage, just a couple of coat hooks, so we basicly had to keep all our stuff in our bags or folded beside bed. Even beside cabinets didn't open. There was stains all over the floor, which looked like blood, but I guess could have been red wine?

We were on the same floor as a bunch "young adults" who were constantly banging on each others doors from early evening until 2/3 am.. racing each other down the corridors, towels bunched under Thier doors, so smoking on our non smoking floor.

The lift was out of order, I suspect because all these "young adults" kept getting in at the same time and jumping about, clearly over the weight limit.. the lift even beeps when it's over the limit but was clearly ignored.

I realise all of this isn't the hotels fault, but there are cameras on every floor, should have been very easy to notice...

From what I saw no camera in the baggage room, which seemed pretty dodgy also.

The roof top bar was closed due to weather? Even though the weather was fine every day we were there, except...

Very convenient, clean, and welcoming hotel close to everything in Prague. A few noise disturbances, but overall a positive experience and would recommend.

I recently stayed at the Metropolitan in Old Town Hotel in Prague and, overall, I really liked my stay. The hotel has a lot going for it, and with a few tweaks, it could have been perfect.

Pros: The hotel's biggest advantage is its location—just a short walk to all the main attractions, restaurants, and public transport links. The rooms are comfortable and spotlessly clean, making it easy to relax after a day exploring the city. The staff were another highlight, always obliging, courteous, and eager to help with anything we needed.

Cons: That said, there were a few drawbacks. The room lacked some basic facilities, such as a phone to contact reception, a mirror, and a dressing table, which would have been convenient. A nearby access door to another part of the hotel was frequently slamming through the night, making it difficult to get a good night's sleep. We also encountered noisy neighbours, mostly large stag parties, which took away from the calm we were hoping for. It would be a great idea if the hotel could allocate stag groups to a separate section, away from families and guests visiting Prague for sightseeing and relaxation.

Tip: There’s a very handy Zabka grocery shop just a 3-minute walk from the hotel, on the way to the Old Town Square. It’s ideal for picking up drinks and snacks, and much more reasonably priced than many touristy spots nearby.

Final thoughts: I really liked my stay at the Metropolitan Hotel, and I think that if I had been in a different room or another part of the hotel, it could have been perfect. It’s a great choice for anyone wanting a clean, well-located hotel with excellent staff, but light sleepers might want to request a...