W Prague — Hotel in Prague

I was very excited for a stay at this brand new W Prague, which has been open only one month. As a Marriott Titanium member, I thought it would be a great experience to see the newly restored historic classic and to enjoy our Marriott benefits.

I opted to use a Marriott suite night upgrade certificate, but it did not work for an upgrade. I assumed I would still receive an upgrade based on status, so I did not pre check in, but that also was not the case. There was very little recognition of any status benefits at the hotel, aside from the breakfast offer.

We arrived just before checkin around 14:30. Shockingly, we couldn't even check in about 30 minutes early to our standard/basic room. We were traveling with a pet, so it was very inconvenient to not be able to get settled once we unloaded our vehicle at the hotel. At 3:30, it still wasn't ready, and we were asked to sit in the Bisou to wait, with our dog, who wasn't technically allowed there (dogs are not allowed in any common area, aside from the lobby).

We were finally led to our room at around 16:30 with a mini tour by Tomáš, who assured us we would receive a 1,000 point credit as an apology for the inconvenience of the 2-hour check in delay. We never received any points.

We waited in the room for almost an hour for our bags to be delivered before calling the desk. They were finally brought to the room and Ray apologized for "the miscommunication" that led to the delay. So, it was an over 3.5 hour process to get to our room with our bags from hotel arrival, which was the poorest performance I have ever received this year. For a one night stay, it was truly unacceptable to lose so much time to simply check-in.

Breakfast in the Petit Beefbar restaurant was the true highlight of the stay. The pasty selection was superb. The warm dishes offered were delicious and beautifully presented. There were service extras, like the delivery of ginger wellness shots & fresh fruit slices for the water. Service was truly on top of everything.

The spa was really a treat after the cold rainy day in Prague. We had just come from W Budapest, so I was expecting a similar beautiful opulent oasis to match the historic style of the hotel. The bronze and black tile theme of the spa gave industrial sewer vibes, which was really unfortunate. The facilities were extensive and new, but the dark vibe was a stark contrast to the bright and colorful rest of the hotel. It seemed the designer kind of gave up here. The staff in the spa were so delightful and ready to accommodate any request. We were the only customers in the spa in the afternoon.

Other issues I had with the hotel were the complicated pet fees, which is undisclosed in the property details. It's 1500kč per stay PLUS 1500kč per night. Meaning, €120 for a single night stay. The fact that this isn't even listed and has such an unnecessarily complicated arithmetic is really disappointing. Charge a reasonable sanitation fee & move on. They waived half of the fee based on my complaints and comparisons to other W Hotel rates, as well as the issues we faced at check in.

I asked for a 4pm check out based on Titanium benefits and was told only 1pm could be supported because someone had booked to check into our basic room at 13:30. I couldn't believe the room assignments were so inflexible for standard rooms, and insisted, based on the awful check-in experience that we be afforded extra time to make up for the previous day delays. Reluctantly, they agreed. I also found it odd that they didn't require any additional time considerations given the high cost of the "pet sanitation" fees.

The hotel was truly beautiful and I imagine the location will be much more of a benefit when the construction is finished outside. I hope the communications and check in procedures can be better resolved by the staff for future guests, as it really is not becoming of a 5 star hotel stay. I feel like they have a bit to learn with the Bonvoy program benefits and customer...

Hi W Prag, We recently had our second stay with you and we wanted to express a big thank you from our end! The staff was simply awesome: always smiling, very guest oriented, genuinely professional and always ready to go an extra mile. We felt at home and the team was like a family, ready to meet all our needs. The front desk and concierge were efficient and flexible and truly offered a warm welcome. The welcome amenities were luxurious, the concierge recommendations on the spot, the lobby was never unattended and well polished. The restaurant and bar staff were attentive, caring and had great product knowledge. They remembered our preferences and by the third day, we barely had to ask for anything. In the lounge we loved the burger, club sandwich and good job with tailoring a pasta for my wife. A big thank to Petr who was always remarkable. Housekeeping team showed great attention to detail and made you want to spend more time in the room. The wipes for the glasses, the attention to our clothes, the bookmark for our reading and the overall cleanliness. With all the different surfaces in the room, it’s really a challenge to keep everything spring clean and kudos for that. Btw, the minibar is an institution for itself and impossible to resist to. Spa therapists were on the spot with excellent massage skills. Thank you Kristina, Vit and Rosy! We did several massages and felt rejuvenated after the sessions. Not to mention the whole spa landscape where you just want to hang out and snooze away. Room service was speedy and the presentation high class. Minus One is magically secluded and the hostess Anna was magnificent and charming. Cocktail and bar team were terrific and I personally loved the gin cocktail with a shot of beer. The Egyptian colleague Mariam and bar chef were passionate about their work and didn’t leave a drink wish unanswered. We really want to highlight that it’s the people who made the difference throughout our stay and to name a few ( apologies for the names we missed): Orianne, Raymond, Denisa, Pablo and the above mentioned. Some suggestions on our end; Spa - jacuzzi could be a little hotter for our taste - separate tray or counter for used glasses - pool a little warmer with a bit more lights - some more signage in the corridors for customers with little orientation - some seats in the changing rooms Mini Bar - a little colder Room service -offer draft beer, total difference from bottle beer Breakfast - some cold cuts and sliced cheese at the buffet - some Asian selection or noodle dish on the menu Once again, thank you for all and we look forward to...

Prague is a cultural delight to experience, but what makes any trip better is a well designed and operated hotel that enhances the trip.

After staying at many W properties, there are expectations and surprises that make each special in their own way. The lack of cookie cutter design allows for an environment that begs for discovery. This new location raises the bar on every level. The mix of the heritage and modern towers each offer an experience like no other. The thoughtful high quality design is only matched by the attentiveness and professionalism of the multilingual staff.

Having a passionate eye for interiors, I was able to experience rooms in both towers, each boasting a level of design and quality in construction, millwork, marble and automation at the highest of tiers.

If anything could trump the rooms, it is the public spaces. I am not one that regularly indulges in hotel restaurants and bars but it is worthwhile at the W Prague. The main restaurant with its original restored millwork doesn’t disappoint whether for breakfast or when it converts to Beefbar for dinner. Some excellent takeaways are the pistachio cream and sour cherry pancakes to the excellent steaks and thoughtful appetizers and art worthy desserts. For a more casual experience in the new tower light bites and great drinks in an eye candy setting sprawl the length of the lower level. I only wish we visited in the summer when the patio opens. Last but not least Minus 1 on the lower level has the vibe of an updated speakeasy split into two distinct rooms.

A must mention is the spa. While this is not something I typically would frequent, my W insider graciously booked a treatment for my wife. When I went down with her, I quickly changed into my swimsuit to experience a sensory delight in every way. Thoughtfully designed the guest access amenities include a dark, dim and sleek plunge pool, hot tub, steam and dry saunas and a very interesting « walk though the seasons » from rain to heat, snow and ice.

What makes all of this work is the professionalism and attentiveness of the team. While I don’t remember everyone’s names, they always remembered mine. From the W insiders like Alvaro (who diligently answered my every question even while not working), to the doormen, front desk, restaurant and housekeeping teams. As beautiful as the property is, it would not be the same without each of them.

This is a true 5-star experience for all the senses and worth the trip to Prague...