Hotel Opera — Hotel in Prague

LEFT AFTER ONE NIGHT

Hotel Opera - hands down the worst hotel experience or customer service experience of my entire life. I excitingly checked in after arriving in Prague ready for my 5 night stay. I contacted the hotel 2 months prior and asked them to ensure there were two beds and two breakfasts as my brother was going to be staying with me, they replied and confirmed all was well and they would see me when I arrived. I arrived to my room which had a double bed in it. I called the receptionist and said there had been a mistake, they said no mistake and the hotel was fully booked so “not our problem this is your fault” I went downstairs to talk to the manager who was just as rude and unhelpful as the receptionist- I’d heard Prague people can be really rude to tourists but this was next level. They called me a liar (saying I hadn’t booked two people) and blamed the situation on me, telling me there was no other rooms so it was “too bad”.

I then produced the email on my phone with their written confirmation reply saying yes they confirm two people/two beds etc. Once they saw the email they reverted back to blaming me (literally “this is your fault what you want do you want us to do”) and that the original booking was wrong and it would be an extra 20 EURO per night. Whatever. I’ll pay it just get me two beds as booked.

I then got another room (thought there were none?) and put the whole check in behind me for the day. Night time came however and the saga continued.. the air con constantly made screeching sounds when on, the curtains are see through and really flimsy so at night all the night life and transport flashes, the sunrise streams through waking you up not to mention the trams right outside. The shower doesn’t have an overhead head (room 102) so you have to hand hold it with no shower curtain or prevention for all the water to then go all over the bathroom floor. Breakfast was disgusting, food was old and a very poor and limited selection - only if you want to eat donuts or bacon (which my brother tells me was also awful) will you maybe be satisfied. The wifi was terrible and only got 1 or 2 bars and it kept cutting in and out. The bed was hard as rocks with one flimsy pillow which had to be folded over twice to be somewhat of a pillow.

Re the air con I reported this to the hotel as frankly I thought it may be dangerous only for them to tell me it was normal and “what do I want them to do about it”? I replied and said I’m paying $130 AUD a night to stay here so I really do want working air con that doesn’t make so much noise we can’t sleep. They looked at another room (105) which was the same noise from the a/c, (HOW would anyone sleep?!!?) This was when I gave up. I packed my bags, cancelled my stay, arranged a refund and walked out the door to MISS SOPHIES hotel which was not only cheaper than Hotel Opera but more superior in EVERY SINGLE way. Miss Sophie’s is what a hotel experience should be. I cannot stress to you, Hotel Opera how important friendly, helpful customer service means to people on holidays. Having staff blame the customer and have no interest in helping or being solution focussed is stressful and to be frank downright upsetting. To then have such poor quality of your rooms is just as bad. A comfortable bed with proper curtains is not hard to achieve. Train your staff and spend some money so your hotel is no longer a 2 Star...

This hotels service is appalling. I came here with my school hoping for a delightful evening, which started off with a hour long wait just to be seated. Bearing in mind we are with 50 + people , it could be understandable if we were walking in unreserved. Considering that we had made a booking very prior to the evening, I find it amusing to find myself sat on a small sofa with 12+ people waiting to be seated. Finally after an hour long and numerous calls and complaints to the hotel , we were seated in a function room no where near as exclusive as the hotel itself but made “especially” for us school children. We had paid exactly the same amount for a set menu so why should we receive poorer service? Speaking of the set menu, this consisted of a salty soup paired with dry Bread. For the main we received watery pasta with again dry, chicken, if that’s would you could call it. For dessert we were offered a stale cake along with some cream to make up for the dryness. We were allowed one drink per person, which is not the restaurants fault it is what we had paid for , yet when I was asked if it was possible to have ice with my drink they seemed to oblige. Yet when it came , there was no ice to be found. One honourable mention was the service from George, a charming waiter who made sure our needs were accounted for. All in all the company was the only thing that kept my sanity throughout this experience. Go to Hotel opera? Bad food : Czech. Bad...

It's hard to see this hotel being a 4 star hotel - especially after the day before I stayed at the Grandior Hotel which is just around the corner from this hotel - which is a real 4.5 star hotel - and I don't believe that it half a star should decide the difference between these two hotels.

The hotel itself, first hand impressions gave a feeling of tired, old and definitely not a 4 star hotel.

The room, sparse, worn and old - and no coffee (which makes no sense at all). The bathroom is a shower cubicle you have to go into when you have a shower - which doesn't really make any sense either. And something that I'm rarely unhappy with, water from the shower - you had to hit an exact point to get the desired heat - otherwise it was too hot or too cold - and it wasn't easy to hit the right temperature.

Breakfast, sparse and boring, but there was breakfast.

Will I come back, probably not, as there are other alternatives that are far better for the price.

Would I recommend the hotel, yes, I really would as there is certainly nothing wrong with it - it's just old and worn and a bit too expensive for what...