Residence Vyhlídka

The nearby mother hotel, omnia, helped make up for our difficult arrival. I walked over, and the reception staff there were kind, helpful, and understanding. At our hotel, the emails with the access code never arrived, the wellness centre code panel didn’t work for two days, and I had to activate my phone and call someone before I could get inside. We stayed for four nights. The hotel was clean and the wellness centre was adequate. Breakfast was fine for the first few days, but on Saturday it was quite bad. Food was missing, the bread was stale, and the eggs were cold. The person in charge was dressed in dirty clothes and handled the cheese and meat with his hands while replenishing the buffet. The bacon was first burnt, then undercooked. Really disgusting.

We liked the property, its rooms, and the location, and the breakfast was great. But using the room door pin was a pain. With even slightly long nails or less flexible fingers, it was hard to enter, and I needed two or three tries each time. There were also so many emails, with unclear directions for booking extras, checking out, or paying for the extra services online. Before we left, a woman at reception clearly said online payment was fine, so I planned to do that. Right after we departed, someone called and nearly yelled at me for not paying at the front desk. She was rude, then hung up, leaving me feeling like an incompetent guest. The staff need better training.

The thirst situation was a disaster. The customer service was awful from the start, with different staff giving us conflicting information about check-in, check-out, and invoices. We never received the check-in code, so we had to go to another hotel to check in and lost two hours. About a month before arrival, we changed the email address on the reservation. When we checked out, we didn’t get the invoice for parking, which we wanted to pay right away. The man at the other hotel who checked us in said it would come after checkout, but they sent it to the old email instead. Then they called us to come back and pay. When we called reception, no one picked up. The staff’s English, Polish, and other languages were poor.

The sauna was lovely. After we booked, we had it to ourselves for 90 minutes, and it was clean and well equipped. The room was clean and had everything we needed, and the service was excellent. The cozy hotel is near the centre, recommended nature trails, and ski areas.