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“Poor service”

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Merchant's Yard Residence
Ranked #353 of 647 Hotels in Prague
Reviewed 3 September 2013

Our experience here was probably one of the most unpleasant hotel/travel experiences my husband and I have ever had while traveling together. During breakfast which is served in the basement of a local restaurant, we had placed our jackets on the seats and went to get breakfast from the buffet, however another guest (possibly from another of the hotels that serve their breakfast there) had either not seen this or decided to ignore it when he placed his bag at our table, when he returned he decided screaming at us in a full room in a language we didn't understand was the way to solve the problem, it was quite embarrassing and upsetting, I called a staff member who to came to see what the situation was, she had no idea what to do so she went and got another staff member who just shrugged at us, we asked to see the manager who then told us she didn't care.

We left the breakfast as we were far too uncomfortable to eat there after the experience and went to the front desk to lodge a formal complaint, however the front desk is actually for another hotel (Hotel Metamorphis) and this was not possible. They called the owner for us and we explained to him the situation and that we will not have breakfast in that restaurant again as we found it uncomfortable and embarrassing. He offered no solution and no apology.

It is understandable that this is a difficult situation to solve, after all it is another guest at fault and not the hotel staff itself, however, we received no apology from any staff member and we were not refunded for the breakfast we didn't have, both of these things would have made us feel better about our terrible experience and our stay at this hotel.

  • Stayed: August 2013, travelled as a couple
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2  Thank Angela R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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58 - 64 of 125 reviews

Reviewed 18 June 2013

Rooms are large and clean, hotel is located right in the center inside a very quiet courtyard, prices are reasonable. If you spend most of your time visiting the city, or on business, why not. But no way a place for romance in magic Prague ! Not very easy access by car, no lift.

Stayed: June 2013, travelled on business
1  Thank Macou13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 May 2013

We recently spent two nights at this hotel. It's a little tough to find, but once found, you realize how perfect the location is. It is in a small quiet square just steps from Old Town Square and the astronomical clock.

We had a room (#731) on the third floor. The room was spacious with an enormous bed. The bathroom was one of the best we have ever had with a great shower, tub and beautiful tile. The hotel room also has robes and slippers.

There is a coffee maker in the room, but a Nespresso machine in the public area on the first floor is a better choice. There is also a computer for use in the public area on the second floor.

The personnel at the desk were very helpful and friendly.. The included breakfast buffet was fine. I've seen other reviews that weren't pleased with the breakfast, but we thought it was OK.

Two minor quibbles. There is no lift, so if you have trouble with stairs you should try to get a room on a lower floor. And we initially were told when we went to breakfast that it wasn't included, even though we had our receipt that showed that it was. This was quickly remedied without much fuss. I also read a review that stated that the reviewer couldn't figure out the TV controls. It was a bit confusing with two remotes, but it wasn't that hard to figure out, and why would you want to spend much time watching TV while in a great city like Prague.

We would happily stay here again. The combination of a very good and comfortable room, great bathroom, and perfect location is hard to beat.

  • Stayed: April 2013, travelled as a couple
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1  Thank gogiandtom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 April 2013 via mobile

I stayed here with my partner for a weekend for my birthday. The rooms (and bed!) are massive and the hotel is 3 mins walk from the centre square in Prague!

Apart from the beautiful buildings, there's an abundance of nightclubs and restaurants in and around the square.

One of the best meals I've had was in the hotel's restaurant. Try it and enjoy! The breakfast served is outstanding for carnivores and veggies alike.

  • Stayed: March 2013
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Thank Widey1979
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 March 2013

The stay was as comfortable as possible. Couldn't have asked for more. The location of the hotel is just perfect: calm enclosed area, very close to the main square (Staromestska), best and very affordable restaurants. The hotel was very clean and everywhere was spotlessly clean and tidy. The rooms were huge and pure luxury, the same as huge king size beds. Pleasant thing is that coffee machine in hotel is available for 24/7. I will be staying here again without a doubt.

  • Stayed: March 2013, travelled as a couple
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Thank Anna S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 February 2013

This is a smaller hotel with nice large rooms and free wi-fi which we appreciated. It is also extremely well located next to the Old Town Square in Prague and walking distance to main attractions. Breakfast is served in a next door restaurant and the quality was perfect. Also the reception is in a different building but easy to find and the staff very helpful. The bathroom is large and well equipped. Well worth the stay.

Room Tip: Ask for room on first floor if you do not want to climb stairs.
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  • Stayed: February 2013, travelled with friends
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1  Thank Thomas T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 February 2013

This hotel is amazing! The rooms are very spacious, the bathroom is huge and the bed is very confortable!
The hotel's staff are very polite and helpful.
Not to mention that the hotel is about 3 minutes walk to the astronomical clock, and about 5 minutes to Charles Bridge.
I definately reccomend this hotel and look forward to staying there on a future occasion.

Room Tip: Rooms on the first floor are very good.
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  • Stayed: January 2013, travelled with family
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1  Thank Lulukabrasil
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Merchant's Yard Residence

Address: Tyn 637/7, Prague 110 00, Czech Republic
Region: Czech Republic > Bohemia > Prague > Stare Mesto (Old Town) , Praha 1
Amenities:
Bar / Lounge Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Shuttle Bus service Airport Transportation
Hotel Style:
Ranked #353 of 647 Hotels in Prague
Price Range: £69 - £175 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Merchant's Yard Residence 4*
Number of rooms: 6
Official Description (provided by the hotel):
High-class residence in a quiet street in the heart of Prague is just a 1-minute walk from Old Town Square. The spacious, air-conditioned rooms offer free Wi-Fi and overlook the historic Tyn Church. ... more   less 
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