I spend about 300 nights a year living in Hotels and have spent many excellent stays at the Moevenpick property in Frankfurt which is excellent, hence I was so disappointed when I took my mother to Prague and had the great misfortune of staying at this truly dreadful property where the staff are rude, abrupt and have no interest in Customer service. The hotel scene in Prague is excellent so use your money and well earned vacation time by going somewhere else . I took my mother here but moevnpick in Prague does not have the same high standards as other hotels in the chain, It certainly does not live up to its trademark "Passionatly swiss." The standard rooms we were given was dreadful, the carpet dirty and the furniture stained and in one of the rooms the aircon did not function. We returned to the hotel and expressed our disappointment, we were initially told "This is the category of room we were booked" When we instructed Reception to contact our travel agent and ask them to rebook us into a proper four star hotel they backed down, and offered us an upgrade to a superior room. there was nothing superior about it, the room was identical except it had a tea and coffee tray in it. We were told if we wanted an executive room we would have to pay an upgrade fee of 40 Euros a room. As we wanted a comfortable stay we went ahead with this. The rooms were much more acceptable and what we would have expected of a four star hotel, but not particularly executive, though we did have a coffee maker, nice carpet and air con that worked! To get to the executive rooms you go up a mountain in a cable car which offers stunning views of the beautiful city of Prague. Service was very poor, no eevening turn down in room as advertised. We went to take pre dinner drinks in the lobby bar, we sat and waited for 20 minutes and were completly ignored which resulted in us walking out and going down the cable car to the lobby bar for drinks which was better staffed. The room was very quiet and i slept well but woke up itchy and covered in bites! The room was also very smelly of stale cigareete smoke, It was a non smoking room but I suspect the previous occupant Ignored that and smoke. Breakfast in the executive restaurant was poor. a large buffet but the fruit was tinned, the bakery items were stale and the orange juice was very poor quality and watery. The waiter was very pleasent but the poor man seemed to have to do everything himself, staffing levels a big issue in this place! I dread to imagine how poor the standard breakfast downstairs must have been. When we checked out at the executive checkin it was also unstaffed. After a ten minute wait we had to go back down to the main reception where the receptionist was pleasent and professional and ensured our hotel car was ready to take us to the airport. The healthclub was very nice, I assume its probably under seperate ownership from the hotel since the man on the healthclub reception was very friendly and helpful. Please note however the welnness area with sauna and steam is mixed and most chezk and German men go to the sauna completly naked!, some ladies may find this very embarassing. This hotel clearly needs a new manager to sort this place out, What are you doing Moevenpick, time to get your regional managers down to this hotel i think to sort out the mess for the sake of the excellent Moevenpick reputation!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Report response as inappropriate
Thank you for your comments, we sincerely appreciate all feedback from our guests, no matter how good or bad it is, and strive to improve and perfect our services based on it.
While we understand your possible frustration, we regret that you only shared your impressions after the check-out, as we would have liked to have a chance to rectify issues you have mention during the period of your stay.
Moreover, it is very difficult for us to recreate the exact situations that occurred to you, as we simply do not have enough information to react upon, ie dates of your stay or names of the staff involved.
We even do not have your name, as we are only able to see your nick name on the Tripadvisor web site.
We would be grateful if you could contact us directly, in order to establish all details and for us to react on them with maximum efficiency.
If you are able to provide any further information, please write to us directly on email@example.com
Once again, we are thankful for your feedback and sincerely hope to get a chance to restore your faith in our brand during your future stay with us.
With kind regards,
Rooms Division Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC