The Mozart Prague

Elizabeth Leff5 months ago

2/5

There was a sewage smell in our room for 2 days that they couldn’t fix. They finally offered us another room only after I kept telling them about the smell (I suspect it is an ongoing problem in that room at least). They said they would upgrade us to room with a view. Instead, they moved us to a much worse room that was less than half the size of the original, with no view. Plus, my husband left a shirt in the first one and they didn’t send it over to our new room- I had to ask, after which they found it. Separately, when we went to use the sauna in the evening, we had a harrowing experience. We got trapped in the spa - when the door locked, the key wouldn’t open it to let us out and the phone in the room didn’t work! We almost had to jump out of a (1st fl) window to the street, in robes, at 11pm at night)!!! They did comp us dinner and offered a voucher to stay at the hotel in the future, but cold comfort when we won’t be back within the next year. I asked for a partial refund instead and they said it was not possible. FYI, if you don’t have breakfast already included, please know that the buffet is absolutely not worth the 30 euro/pp they are charging. While the dinner was good, the breakfast was average, at best. You will see many good reviews, which are understandable to some extent, the hotel has a great location, a gorgeous Samoyed dog that belongs to the manager, a nice history, and staff that are nice and try, but honestly could use improvement in their communication with each other and their level of service.