Hotel NH Collection Prague Carlo IV — Hotel in Prague

I feel really sad at how myself and my cousin were treated by some of the reception staff, other staff located around the hotel are mostly very helpful and hospitable. On our arrival and check in we were given a room with a window from the floor, split amongst a mezzanine and we got the top part, had to lay on floor to see what the weather was like, asked to move and they told us there was no room until half way through our holiday, called out tour operator and they said we’d be moved the next day, even though I could go on their website and book the same level of room for all of our duration. Next day went to reception and was told in the afternoon we could move, wanted to view the room first but was told no, went out for a walk came back at check in time and was told they’d given our room to someone else because they couldn’t contact me, I checked my phone no missed call or text, they said they didn’t have my contact number on the system even though we’d given it upon our arrival, was told nobody had put it on the system from our completed form, not my fault. After lots of battling with them was told they would upgrade us. Got to the room with all our belongings and it was tiny in comparison to what we’d left, went from a queen bed down to a king but was told this is an upgrade, only bonus was we then had a patio door type window, which in comparison to the room was a good size, and the air conditioning worked better than the room we’d left as that didn’t work at all. Middle of our stay my cousin bought 2 pairs of Birkenstocks shoes, 1 black , 1 brown, she wore the black but left the brown in the box and the box inside the bag. Day before we came home they took this bag and threw it in the rubbish bin, when we asked where her new shoe bag was they said housekeeping threw it away when cleaning as it had food on top of the bag, we never had any food in the room. Went out for the evening and when we returned they had placed the shoes in the middle of our room with no box, bag or receipt as this was in the bag too, so my cousin couldn’t claim the tax back at the airport as she didn’t have a receipt, they never apologised for throwing them away more or less blamed us because the bag was on the same side of the room as the bin and we were treated like we trying to pull a fast one. On the day of check out we were clearing our room bill and when we checked it they’d added things on from the mini bar, we never used it as we went to the supermarket (Billa just around the corner) for bottles of juice as there was nothing in the mini bar that we found suitable for us, when told them we hadn’t used it they removed the items without question but had we not checked then we would have paid for drinks we hadn’t had. Again, no apology given, 3 individuals behind reception need to have some customer service training, as they are shockingly rude, I’m not saying the customer is always right but when they’ve made such big mistakes all that’s needed is an apology and that’s it as I’m fully aware mistakes can be made in all walks of life, with that in mind it’s such a shame to say I wouldn’t stay here again as it’s a beautiful hotel, outside of the bedrooms that is, and the majority of the staff are genuinely polite...

Being an active Marriott member for more then a decade, I can quickly differentiate an outstanding job from a not so good one. Normally, when I give a bad grade (bellow 4stars) I allow some time for them to review where did it come from, who was the person, which room did we give to him, call the guest, what was happening in the hotel on those dates, etc...then I come back few months later and check it again if the place has a good potencial. I don't make negative comments in written on the first time to be fair... In Carlos IV case, which I have to admit is a beautifully designed hotel with a very nice spa, I got the following answer from the owner (after not writing any comment): "Thank you very much for your candid review of your recent stay at our hotel. Your feedback is extremely valuable to us, as we strive to improve with each and every stay. I greatly appreciate your comments about our spa, food and beverage and design. I will personally share this message with all the team. We hope to see you soon aging in this your house in Prague" Unfortunately, the sarcasm on the answer talks by it self and reflects precisely the soberb they use to treat people there. That was my major complain, addressed on a verbal feedback. Me and my wife (that does not carry my family name) were in a relaxed trip around Europe, wearing shorts and flip-flops on a hot summer day in Prague. I guess the staff judges people by their clothes and make assumptions out of nothing. So, after insinuating my wife was not my wife with the same kind of sarcasm on their smiles (like if they knew what was going on), we finally got our room. 99% of the time, I get an upgraded room without asking for it, just because of how often I use Marriott hotels. In this case, I got the smallest room I ever saw in a Marriott hotel. We didn't care, but later we figured out that not even a bottle of water was available in the room (normal practice for Marriott). Also, to get to the room the normal path was not available, because the were filming a movie in the hotel at that night. Finally we went out, enjoyed the historical part of the city and had a nice dinner. On the way back though, we had serious problems to get into the hotel. The film activities were blocking most entrances and the security staff did not want to let us pass to the entrance that was working. After a lot of back and forth and having to discuss with the security guys, showing the room keys to prove we were hotel guests (without success), finally someone from marketing noticed the struggle, checked the room number and apologized for the inconvenience, letting us pass. So, we had a bad experience in general. Part due to the filming activities which is comprehensible. But the other part, related to human behaviors, like sarcasm, soberb and lack of humbleness unfortunately appears to be a real problem that come from the top down. Initially I considered it to be due to the stress of having a Movie being filmed, but apparently I was wrong trying to justify bad human behavior. The hotel owner reply, plus my answer to it, will be both forwarded to the Marriott rewards managment for their...

Best hotel for roaming around Prague.

Location, rooms, spa, food, everything is outstanding. Only the service from reception can be improved.

This hotel is very conveniently located on the eastern outskirt of the Old town, with the square being only a quick 10mins walk away with lots of cafes and eateries along the way.

The building in itself is something to see. It is an old bank that was converted to a hotel in the early 2000s. They have kept the old vaults and the vault room is now part of the bar area. The main hall is beautiful with the bar on one end and the reception on the other. They have kept the sliding windows that served as the bank counters.

One thing to note - there is no lift access from the street, you have to climb a flight of stairs to access the main reception. Alternatively you can also use the lift from the spa entrance, accessible halfway through the stairs.

The room we got was spacious and functional, ideal for serving as a base for people mainly looking to roam around the city. The bed was very comfortable and the bathroom had a lot of space for toiletries, make-up, etc. We had a room in the historical wing, with much more character than the modern wing.

Their breakfast is a true gem. The buffet is very generous with a lot of options to choose from. They have a few dishes made on demand, such as eggs, crepes, etc. They also have a gluten free section with two types of bread, muffins and cereals. Nataliia and Antonina were exceptional in taking care of our order everyday.

We haven’t tried the restaurant per se, but we ordered room service from them. The two pasta dishes we got were tasty, well executed and served rather quickly.

Service wise, our requests to housekeeping and room service were quickly and efficiently handled.

The service from reception is however lacking. At check-in, despite informing them in advance that we were Titanium members, and coming for our honeymoon, we were told that no upgrade was available since they were fully booked. Now seeing that we were dealing with a trainee, and after confirming online that upper-category rooms were still available for our dates we asked her to double-check with the duty manager. It took a bit of convincing but in the end we got the upgrade. Another day, the room key wasn’t working anymore so we went down to reception. Another trainee (they seem to have many at reception) ‘helped us’ despite seeming very disinterested. It took two back and forth before he fixed the card. Upon checking out, the same trainee who handled our check-in told me « Next time you are in Prague, ask us a few recommendations about local gems, we’ll be happy to help » Quite an interesting thing to say at check-out when we asked at least twice what to do and where to go during our trip, and all we got was a brochure of the touristy tours.

Overall, an excellent hotel that we would definitely recommend to people...