Kaiserstein Palace Apartments

We fell in love with this place, and I’m surprised it has any bad reviews. It feels like staying in a 17th-century palace, with completely reconstructed rooms and new, luxurious equipment. I had such a lovely time and will definitely return in summer. Kaiserstein Palace Apartments is right in Prague’s historic centre at Malostranske Square, a short walk from Charles Bridge, Prague Castle, and plenty of good restaurants. Our apartment was spacious, clean, comfortable, and tastefully furnished. The historic setting and modern amenities made for a special atmosphere, and everything matched the description. Check-in was easy, communication with the staff was smooth and professional, and the Wi-Fi worked perfectly throughout. We also booked breakfast at a nearby restaurant. It was generous and tasty, and added to the comfort of our stay. I’d highly recommend it for couples or families looking for elegant, comfortable accommodation in the heart of Prague.

The apartment itself was fine, but I can’t recommend this property after how the host handled things. I travel often and have never had a host behave so irresponsibly or dishonestly. At check-in, everything seemed straightforward. The host showed me a parking spot, I parked exactly there, and he confirmed it was for guests. The next morning city police had clamped my car, and I had to pay a 500 CZK fine to get it released. When I told the host, he refused to help and said it was “my problem,” despite having directed me to that spot. Soon after I raised the parking issue, the system changed my reservation to “no-show,” although I’d been staying in the apartment since the first day. It looked like an attempt to avoid responsibility and stop me leaving a review. The 500 EUR deposit was meant to be returned within 14 days under the property rules, but I got it back only after more than 30 days and after contacting Booking.com again.

This was a really disturbing and humiliating experience. If zero stars were possible, that’s what I’d choose. We booked three nights, 23-26 October, and only discovered at check-in that the whole building around the apartment was being renovated. The noise was intense, privacy was almost nonexistent, and nobody had told us about the work in advance. At 6 AM we woke to hammer drilling and bits of plaster falling. Workers could see straight into our bathroom and toilet area and our beds. We tried repeatedly to contact the property and got no response. While we were still there, the property tried to cancel the booking and charge us a no-show fee. I think that was a scam. Afterward I sent more than ten emails and tried calling. The only response was an old street-view link, apparently to deny the renovation was happening. There was no refund from the property, no apology, and no cooperation. Booking.com returned a small part as goodwill. Eventually I got through to the accommodation by phone. When I introduced myself, the man shouted, “We know who you are, and we don't care about you ... !” He then yelled offensive words and hung up. After that, they charged the amount of my Booking.com refund, which was a voucher, against the damage deposit. Neither Booking.com nor the accommodation has replied since. I sent Booking.com over 40 emails without a result. Both have been very disappointing.

I absolutely love this place and can’t wait to come back. Our room is stunning, and the location is great for walking everywhere. The housekeeping woman was incredibly kind and helpful, and everyone made our stay lovely. They even left champagne and kids’ bubbly for New Year’s. We came by train, and the property is close to the station, about a ten-minute Uber ride. I saw a negative review from someone who tried to park here. There’s a lot of foot traffic in this area, so I wouldn’t want to drive around this part of town, though I did see where parking was marked.