Hotel Tyl — Hotel in Prague

I don’t remember if I’ve actually ever left a negative review for anything. But the experience at this hotel left me compelled to do so. ||Starting from the staff being unfriendly, incompetent and not speaking English well enough to work a front desk. First, I got checked into a room right by the elevator. When I politely asked to have one further away from the elevator, they didn’t understand my request. Then they finally accommodated it, although it took them forever to figure it out. Then they checked me into a room that was already occupied - yes, I accidentally walked into a room where someone was staying because they gave me the keycard for it!||On the third attempt I got into my room - and it was so grimy. I’m not one to ever leave a hotel, even if it isn’t up to my expectations, but this room was unbelievable! ||It was so run down that I couldn’t tell if it was actually dirty or it just looked and felt dirty. I came to the conclusion that that didn’t really matter for a 4 star hotel - you should feel comfortable.||The bed was screeching like crazy, the mattress was so old and used up, I woke up with back pain. The shower did not look clean, and had hairs in it. ||There had been a phone ringing in one of the rooms the entire time from when I checked in the afternoon until I went to bed at midnight. When I went down to ask for them to check, the concierge very reluctantly said “he’d get to it in a few minutes”. Only once my Czech friend spoke to him in Czech and complained did he get up to fix the problem.||When I asked that I wanted to check out a day early and get a refund, he said he’d ask his manager. And then proceeded to do nothing. Then said “oh, well not now. He’s probably sleeping”. Your best bet is to handle it with Expedia directly.||Next day, after breakfast (which was ridiculous for a 4star hotel in the center of Prague), I went to the front desk - of course they didn’t know anything about my wish to leave. And they just said that they couldn’t do a refund and I should deal with Expedia.||When I told her I was leaving not because I had a personal emergency but because I wanted to go to a different hotel, she still didn’t budge. Ultimately I told her that in this case I would unfortunately have to leave a negative review - she replied “That’s a good idea”.||So here we are - if I could give 0 stars, I would. It’s an offense to the city of Prague and damages the reputation of its people.||I ended up at Design Hotel Neruda, which cost more or less the same for the next night - the people were lovely, it was beautiful, clean, and overall that hotel...

Upon arrival at the hotel we had a really friendly greeting from the receptionist. Our room wasn't ready yet and we were allowed to leave our bags while we went down into the main square, St. Peter's Square. When we returned, the same smiley face greeted us again and we were given our key and an explanation of where our room is and where we would find the breakfast room. The room was lovely and spacious. Wardrobe a little dated maybe, from which there was a musty smell, but, this was ok as we decided to live out of our case anyway, as we do 9 times out of 10, and there was a couple of coat hooks in the room which we used to hang the clothes that we needed to hang. The room was a little too hot for us which was ok as there was 2 sets of large windows which when opened let in a welcome blast of cool fresh air. We had a lovely view of a busy junction which was alive with trams, cars and people and I could have stood there watching for hours. The bathroom was nice, dim lighting but this was compensated by a bright light which is located above the mirror. The shower was spacious but could have done with a little more power, but didn't matter as it got the job done. Breakfast is served everyday downstairs and they have a lovely selection of granola, pastries salads and an option of scrambled egg and sausage. The breakfast staff were very friendly too and were happy to see us every morning. We had a lot of contact with a young gentleman, whom I think could be the manager, and he too, like the others, was very friendly and he was also very knowledgeable and helped us out a lot. St. Peter's square is just about a 15-20 minute walk away. There is also a tram stop right around the corner and from the opposite side of the road you can jump onto a 22 or 6 which will take you into the town. There's also an underground station right next to the tram stop too. Across the road is a little shop where you can purchase your travel tickets from. We will most definitely be returning to Hotel Tyl. It is clean, very nicely decorated and is in a good state of repair. We also highly recommend this hotel to anyone looking for a place to stay whilst...

I traveled to a lot of cities in Europe and US but I think I had the worst experience with customer service in this hotel than anywhere else.. partly because hotel employed a front desk person who has no idea about customer service or general manners or courtesy.. it was worse than a roadside inn..

I stayed here mid April 2024 when the temperatures dipped to 30s to 40s in Fahrenheit, and first night there was no hot water, when we reported this the front desk ( a bald gentleman), later in the morning they said it was fixed but we had to leave for our tours so we took a cold shower.. day 2 same problem, apparently that issue seems to have not resolved and front desk they said they will get it fixed.. so it’s now two days with cold showers/baths before we go on our day trips.. day 3 again the same problem and this time when I approached the front desk saying this is the third day it’s happening and that it’s very frustrating, the front desk person who was a young man perhaps late teens or early twenties.. he was very ignorant about our suffering.... I asked to talk to the manager since I felt like this kid is not going to help… he started verbally abusing us and before I came out of the shock stated menacingly that I can’t do anything about it since I can’t prove anything.. I mean the boldness with which he mentioned means that the management perhaps knows about such behavior…

Typically I would have probably complained about the room service that a) did not refill the soap cum shampoo cum conditioner liquid in the bathrooms or b) replaced towels but with the shocking customer service I experienced those two pale in comparison..

Anyways I would never go to this hotel and am not sure if racism played any part in this.. so I complained to Prague Tourism board and my travel agent TripMasters and waiting to see if there will be any action coming out of this...