This could have been a truly great hotel. It seemingly has everything - great location, well designed and furnished rooms, free internet, good buffet breakfast... But what it doesn't seem to have is staff who can work out how to manage their booking system...
Overbooking 1 or 2 rooms is an oversight, overbooking 21 rooms is sheer incompetence. Then to lie about the number of rooms that are available when there are blatantly people checking out is inexcusable. Would you put up with it? We certainly didn't...
Easter city break booked a couple months in advance through British Airways and paid for in full. We arrive at the hotel with an overexcited and overtired toddler at 10 pm to be told that there was no room for us. When you normally reserve a hotel, you leave your credit card details which are used in the event of a no show. What happens if the hotel overbooks and has no room for you. Do they give you any compensation? No, they tell you that it is overbooked and they have booked you into another hotel. You have no choice in the matter. They have no rooms for your four night stay.
We are then escorted to the wrong replacement hotel by the hotel porter and are then driven to another hotel for an uncomfortable night's stay.
Returned to the Maximilian the next morning. Ushered to wait in the "Honesty Bar" and help yourself to coffee/ tea.... The "Honesty Bar" was locked! The manager keeps us waiting as we watch people check out of the hotel. He apologises and says that the hotel is full and they have no rooms. We tell him how much we dislike the hotel we were moved to. He is adamant he has no room.
We point out that if an airline overbooks they offer you compensation in cash and the next available flight. If the Maximilian overbooks, they send you to an inferior hotel and appear to keep the money.
After protesting, the manager suddenly says that he has got a room for us in the hotel... He shows us a room which has been recently vacated, and says that he will get another room ready for us which is non-smoking... So, there were at least two rooms available...
The management of this place need to get their act together. If you are going to overbook, that is your prerogative... Don't expect all your guests to be compliant with your policy. And please learn the best way to diffuse a potential conflict situation is not to send guests to a locked Honesty Bar to wait for the manager who then lies about the rooms available. Also, learn to perhaps offer compensation of some kind - it would make guests feel that their concerns have been taken into account and things like this won't happen again.
Perhaps the management should stay in a Mandarin Oriental or a Peninsula hotel to see how attention to detail like this makes for an incredible stay everytime...
In summary, check many times over to see if the hotel actually has the room that you booked and paid for!
- Official Description (provided by the hotel):
- Maximilian Hotel is a modern yet cozy 4-star design boutique hotel with a personal touch. It is centrally located in the heart of Prague within walking distance of all major sights. Located on a quiet square, it is only 300 meters to the Jewish Quarter and 500 meters to Old Town Square and the Astronomic Clock. WiFi, tea and coffee are provided free of charge. The sumptuous breakfast buffet and a la carte breakfast offer is always included. The 71 well-appointed rooms all feature air-conditioning and face either the quiet Hastal Square or the inner courtyards, making Maximilian Hotel a great choice for guests who prefer a quiet and intimate hotel in a very central location. All guests have 24 hour access to a drawing room with a working fireplace, an honesty bar and a cozy library. Coffee, tea and homemade cakes and cookies are always available free of charge. The hotel also has an Asian inspired spa, Planet Zen. Maximilian Hotel's neighbourhood is full of restaurants, bars and individual design shops. Parizska Street with its many boutiques and beautiful buildings is just a few steps away. At Maximilian Hotel, reception and concierge service are available 24 hours a day. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Hotels.com, Travel Republic (UK), Ebookers, Evoline ltd, HotelQuickly, Cancelon and 5viajes2012 S.L. so you can book your Maximilian Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Prague Maximilian Hotel
- Maximilian Prague