Hotel Thermal

I liked the location and the view from the balcony, and the room got lovely sunlight. The desk was comfortable and the wireless internet fast, so remote work was no problem. I spent a very pleasant week in Karlovy Vary. The staff were friendly, the food was great, and the procedures were organized perfectly. I never had to wait for a scheduled treatment. I also enjoyed the thermal outdoor pool, especially its late hours, until 11 pm.

The trip was more stressful than relaxing. The beds were really hard, and the pool area was just okay, crowded and not very enjoyable. The hotel is big and the location is good, but that's about all I can say in its favor. The staff couldn't even speak English, which was really weird. Breakfast tasted like it was three days old. When we arrived, there were no seats left and the staff kept sending us away before eventually finding us a place. What did I pay for?

I booked a three-day Beauty Days package on the hotel's official website and noted that I needed airport transfer, but I never got confirmation. My flight landed early in the morning, so I emailed to ask about the transfer and early check-in. Nobody replied. At the hotel, the procedures were straightforward. They charged me for early check-in and gave me the treatment schedule. Tired from traveling, I didn't check it carefully before going to rest. Later I noticed the check-out date didn't match across the documents, and the package services were missing. Only the extra services I'd added were listed. Reception told me to confirm the schedule and possible changes with the spa. The spa employee said a change of treatment type or time was possible for an extra payment, but the hotel had to email them. Reception then said they couldn't help and that only the morning staff could. The next morning I explained that I'd booked a package, that the printed services didn't show the package treatments, and that each document had a different check-out time. They said there was no record of a package, only a room with breakfast and the additional services. They also said that because the spa reservation was pre-booked, nothing could be changed. The staff member was no help. He just printed three papers and said they couldn't change anything if there'd been an issue with the website when I booked. He handed me a card with a phone number and email for future bookings, completely indifferent. With service like that, I don't know why I'd book again or recommend them. They need to fix the website issues and improve customer service.

After four years as loyal customers, we've never been treated with this kind of disrespect. The hotel feels unfinished and unprepared, and you have to handle everything yourself. Housekeeping ignored our requests and didn't refill the shampoo or soap for over a week, so we had to buy our own. The air conditioning was unbearably hot, and when guests complained, staff got defensive and rude instead of helping. The restaurant was the worst part. Our meals were prepaid, but the waitress Andrea followed us to the table and demanded we pay again immediately or leave. When we explained that we'd already paid, she called my mother a liar and rude. Andrea was extremely unprofessional and didn't know how to treat customers. Nobody had ever spoken to us that way in all the years we'd been coming here. It was shocking, insulting, and completely unacceptable.