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“Really awful experience!”

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KARLSBAD GRANDE MADONNA Spa & Wellness hotel
Ranked #18 of 90 Hotels in Karlovy Vary
Certificate of Excellence
Reviewed 28 May 2012

Hi!

I would like to share my experience of visiting Aura Palace Hotel at Karlovy Vary booked by Astra Agency (have no complaint on the account of agency).

It is not my first time in KV but surely the last one at Aura Palace. Actually, Ive been there with a group of my relatives - 2 from Moscow, Rus, 2 from Geneve, Swiss, 2 from Chisinau (Moldova), 1 from NY, USA who also share my opinion and even advised me to express our opinion in writing. Also, I am not commenting on SPA, no Wi-fi in rooms and small obsolete gym which is a different topic.

Benefits

- The ultimate benifit - the hotel is really close to mineral springs (the main hall), what initially dictated the choice of the hotel as my mom has the porblems with knees.

- Some guys told me that they liked fresh renovated look of the hotel and classy design (reminding Double tree by Hilton), however, in my opinion, the value is not in how it looks but how "it tastes" (works). At this point any resemblance to DT by Hilton ceases to exist.

Disasters

- FOOD ... the food was terrible!!! On the second day of our stay our group of different people from different places of different ages (21 - 60 yo) decided against eating in the hotel although we paid for that (all inclusive)!!! The guys running the hotel tried to create an impression that the menu was balanced for diet however it is not an excuse for serving food which looks like prepared from something which "had already been eaten" / or on the edge of expiry date.

- NOISE ... well that was expected, any hotel situated in the central part is surely the target for all sort of noise coming from drunk people and youth hanging around days and nights. In this case it was not exception - when turning in I had to shut all windows to avoid restless night. I also forgot to add that apart from outer sounds I woke up at night from sounds coming from other rooms – for instance, people having sex, moving furniture, some guys brought boombox, etc – as of the end I was really fed up of complaining.

- VENTILATION ... yeah- they will tell you about the modern ventilation system, however it is a kind of "atmospheric" indeed or the system simply does not properly work as I tried to adjust the temperature on average at 21 C but again it was stuffy in the mornings. Staff was helpless...

- ELEVATOR /Lift ... not mentioning that for several days 1 of 2 elevators was not working resulting in expectation ranging from 1 to 7 minutes in rush hour... this was nothing compared to what happened on the last day ... I stayed in the lobby, the elevator's door opened and I saw terrified eyes of the wife of my brother who whispered that the lift fell!!! I said, how can that be??? The staff was helpless again... Ok, I took that on account that probably Ann (wife of my brother) was a sort over sensitive woman unless I was in the same elevator with my mom when somewhere close to the ground floor the elevator made a drastic jump - effect of roller coaster (free falling), mom almost fainted. Well... I went to the reception cursing everything that moved - do you think they gave any explanation or simply apologized?? NO!!! it was just as a matter of fact...

- Staff ... I already mentioned above that the staff was nice, silent and helpless with really basic knowledge of English that made it difficult to interact. However the breaking point was on my last day of stay... We got an invoice for everything, paid the balance and... (the conversation went as follows):

The woman at the reception requested: - Where is the check list for minibar from your room?

I said: - I have no idea, I paid no attention to it.

She replied then: - Go and get it, you need to sign THIS DOCUMENT!

I said: - I do not know where it is and I do not care about it, I already paid for minibar according to your internal notes (included in the invoice), so it is not my problem as long as financial matters are OK.

She confirmed that it is not payment issue and replied: - We request our guests to sign this document. So it is your problem!!!

Then followed my almost hysterical laugh, I said good bye and went away as the situation strongly reminded catch 22 situation. So, we left the hotel accompanied by a polite ignorance of personnel.

To sum up, colleagues, friends, travelers, if you value your time, physical and mental health (or simply looking for a decent quiterest) AVOID this Aura Palace as it looks like AURA (if ever existed) transformed in a kind of CARMA. Surely, this is the case of mismanagement based on their rough estimation that the opinion of a single guest does not mean anything as there will be more... Well, ignorance of such simple rules is the road to nowhere...

Kind regards,
Alexander

PS I can assure you that I do not represent any competitor or I am not trying to give any form of the biased opinion - this is my own experience and if you like to hear more details pls write to my address zorge_intelligence@hotmail.com

Room Tip: If you value night rest do not choose rooms with windows overlooking the main street. Also, no wi-fi...
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  • Stayed: May 2012, travelled with family
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13  Thank AlexanderV77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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15 - 21 of 103 reviews

Reviewed 22 September 2011

We have been there in march. The hotel inside, outside and the rooms have very nice design you fill like you're back in time, but everything is still new. The food is tasty, fresh, you order a day in advance the main dish for dinner and supper and you also have the fourchette thing. The spa is nice, the service is also nice. They dont smile often and this doesnt meen they dont like you - so are the czechs :)

Room Tip: dont choose a room at the 5-th flour becausethe spa is at the last flour (maybe 6) and it may be noi...
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  • Stayed: March 2011, travelled with family
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2  Thank Vuwon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 November 2010

The exterior of the hotel is modern and the interior is supposed to be classy and aristocratic, but it is NOT! The room we stayed in (double comfortable) was quite spacey and nice. The hotel itself is in a great location, close to all the springs, shops, restaurants, etc. And that's all that is nice about it. Personnel is not friendly at all. After a cleaner finished with our room, we had to run after her asking to give us some soap, cuz if you don't ask, she doesn't leave any. The so called "spa stay" in this hotel includes only the cheapest and basically useless treatments and procedures. They make a strict schedule of procedures which you have to follow, if you want to change the time or procedures it's a big problem. Want real treatments - pay. We booked some very expensive massages, but had to cancel them due to personal reasons, after that they didn't let us book anything else! In order to go to the only sauna they have you need to enroll yourself! We couldn't charge our camera as the sockets were weird, so we asked for an adaptor. The receptionist gave it to us asking to bring it back the very next day, and of course we did so. When we needed it again, they said it'd been taken by other people and they cannot reach them over the phone. We call the manager, who laughed at our plug (!!!) and said they never had any adaptor here. We were so shocked! In an hour they call saying they had found one!
You can only feel happy and relaxed if you go for treatments outside the hotel and don't have to deal with its personnel :(
We will never go there again.

  • Stayed: November 2010, travelled as a couple
    • Value
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8  Thank Chocoiste
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 November 2017
Google Translation

  • Stayed: November 2017, travelled with friends
    • Sleep Quality
    • Rooms
    • Service
Thank TuTaDeLo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 October 2017
Google Translation

  • Stayed: October 2017, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank _annavikt1961
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 September 2017
Google Translation

Room Tip: Не рекомендую данный отель
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  • Stayed: September 2017, travelled as a couple
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3  Thank aleks742015
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 August 2017
Google Translation

  • Stayed: August 2017, travelled with family
    • Value
    • Cleanliness
    • Service
Thank 544irina
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about KARLSBAD GRANDE MADONNA Spa & Wellness hotel

Address: Moravska 2093/2a, Karlovy Vary 360 01, Czech Republic
Region: Czech Republic > Bohemia > Karlovy Vary Region > Karlovy Vary
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Spa Suites Wheelchair access Airport Transportation
Hotel Style:
Ranked #18 of 90 Hotels in Karlovy Vary
Price Range: £124 - £199 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — KARLSBAD GRANDE MADONNA Spa & Wellness hotel 4*
Number of rooms: 54
Official Description (provided by the hotel):
If you're an adorer of classic style, beauty, serene environment and harmonious mood then you should stop at AURA PALACE Resort Hotel. Noble mix of modern and antique world, it draws again and again not only guests and fans but connoisseurs as well. Interaction of aesthetic and modern factors, and good service promotes rest and treatment both physically and spiritually. ... more   less 
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