ART NOUVEAU PALACE HÔTEL

Хороший отель, вежливый персонал, в номерах чисто и они прикольные. Находится в центре, все близко. Хороший завтрак.

Comfort 5 stars hotel in the center of Prague. I have spent some nights at their hotel and everything went well. I recommend taking the breakfast option, they have got quite a big choice of food and drinks available (picture of what the breakfast looks like), moreover the personnel is very friendly and welcoming.

We recommend this hotel to stay in Prague.

We stayed at the Palace Hotel for a 4 night trip in January 2024. As we have stayed there already a couple of times in the past and were always enjoying our stay, this was again our choice. We booked a deluxe room directly via the hotel's website in order to benefit from the free upgrade to an executive room, which was always a nice thing in the past.

Upon arrival we were shown into a room on the 6th floor right next to the elevator. This was small and smelled like not being used for quite some time - and it was definitely not an executive room. We returned to the reception and asked for a different room. We were then shown another room on the 6th floor, also quite small but with a nice view onto the castle in the background.
We noticed that the Nespresso coffee machine was missing and raised that to the reception on the next day. The lady present said, since this is not an executive room there is no coffee machine. After checking our booking she corrected herself and said yes, this is an executive room and she will arrange for a coffee machine. The machine arrived during the day - but no capsules. Also on the next morning no capsules were provided and we got a bit annoyed and actually started measuring the room (thanks to an iPhone): ca. 27 m2. So back to the reception and this time they confirmed that the room is indeed no executive room. We mentioned our free upgrade to an executive room and they claimed this is not a guaranteed upgrade. When we told them that this fact was not mentioned in any of the documentation we got with the reservation, they were starting to be really impolite and said that it also doesn't mentioned that is it guaranteed and didn't really care about our complain. Our request to talk to the management was ignored.

While it can always happen that a given category is not available, it is definitely a no-go to lie to your customers in such arrogant and obvious way. If they would have apologised right from the beginning and offered a small compensation (dinner?) this issue could have been solved right away. Instead it dragged on and impacted our trip.

Do not lie repeatedly to your customers! We will never return to this hotel!

We arrived after midnight and slept until noon, only interrupted by a visit for breakfast. And then lunch. This hotel has become excellent. Lovely people and a truly pleasant atmosphere