Karlsbad Grande Madonna

We chose to stay elsewhere because the hotel handled our booking and questions so poorly. I contacted them in the late afternoon after realizing I'd paid for a room in a separate building on another street, though the first option on the website hadn't made that clear. They said they'd deal with it the next day. By then, the staff member told me the cancellation policy applied and refused a refund, even though an immediate response would have come before it applied. When I asked for a room in the main building, they offered only a more expensive one. We went to Olympic Palace instead, where the staff were genuinely friendly, and let this hotel keep the money. The woman I spoke with was defensive and unfriendly, at times almost hostile, as though the unclear booking information were my fault. For a wellness spa hotel, I'd expected pleasant, professional communication. This treatment of guests is unacceptable, and I can't recommend it.

The hotel is right by Vřidlo colonnade, and the staff were welcoming and helpful. I enjoyed the restaurant food and the spa, and free hot tea in the lobby made the evenings feel cozy. I did have to switch rooms because the elevator behind the wall was noisy. All the single rooms are next to it, so if you're traveling alone and sensitive to noise, keep that in mind. I upgraded to a double room and paid extra.

The room had no window or working ventilation, and the stale air and constant smell made it hard to relax. The sink was broken, the bathroom was tiny with the toilet and bathtub together, and the pillows and mattresses felt as hard as concrete. The restaurant was just as disappointing: empty buffets, bland food of the cheapest quality, and an atmosphere more like a worn-out hostel than a spa hotel. Although we had full board, we went out to proper restaurants to get a decent meal. Staff were unfriendly and unhelpful, and neither reception nor the restaurant had anyone who spoke even a word of German. For a hotel calling itself international and four-star, that seemed ridiculous. About 95% of the guests were Russian-speaking tourists. We were shocked that the hotel openly welcomed visitors from an aggressor state. For a supposedly European four-star spa hotel, we found that scandalous and morally unacceptable. This place ruined our holiday. It feels like a scam, with nothing four-star about it and no international standards. Never again, and I can't recommend it under any circumstances.

Maria at reception was especially helpful and polite. The wellness staff were nice too, and massage prices were affordable. Breakfast was simple but tasty, with plenty of meals, drinks, and fresh fruit. I spent a weekend here on a solo trip and really enjoyed it. There was a room for one person, and the wellness center wasn't crowded. I felt safe, so I'd definitely recommend it for a girls' spa day.