Hotel SEN

The spa was amazing, the room was beautiful, and the service was 💯. It gets especially busy on weekends, and parking fills up quickly, so arrive early. Keep an eye on your spa time because going over can cost you. My tip is to clock out before you finish changing. If you're staying at the hotel, the extra time won't affect you until your departure day.

Avoid this place at all costs. The spa was distinctly average, and you can find much better options in town, like W in Prague centre. We had massages booked for 10am and 120m of spa access. We arrived at 9am, but the wellness desk said it didn't open until 10, and even after I explained that we had two massages reserved, they told us to wait. At 10.05am, nothing had happened, so I went back to reception. A more helpful woman hurried us downstairs and told us to change. By the time we'd worked out the lockers and towels, it was 10.20am, and staff said our massages had to be finished by 10.50am. I asked for the manager, Lucie durdikova, who seemed to be hiding while leaving junior staff to handle our complaint.

The spa spaces are beautiful, with great saunas, a fun swim-up bar that's rare in Europe, and lovely relaxation rooms. The wellness areas clearly have had investment, and that part felt worthwhile. The rooms were spacious and clean too, with some beautifully renovated areas, though other parts felt dated. The TVs were tiny, like they belonged in another decade. The massages and the way our feedback was handled were the biggest letdown. My friend and I both booked one. Mine was uncomfortable and ineffective, the worst I've experienced. I stayed quiet because past bad experiences in the Czech Republic made me expect defensiveness, but I warned my friend to ask for someone else. She asked her masseur several times for more pressure, but he ignored her, and didn't seem to care when she said afterward that it hadn't been good. Reception just said, “Hopefully it’s better next time,” which felt dismissive. She raised it at the main hotel reception too, but they said nothing could be done. Only after she pushed did they promise a manager would call, and she had to chase them all day. Eventually we were told to meet the managers in person, which felt awkward and unnecessary. Two spa managers said no one else had complained and the masseur had “enough hours” for a license, so this was their standard. They refused to put things right. We felt humiliated, as if our feedback didn't matter. We weren't asking for a full refund, just acknowledgment or a small discount, especially since my friend had spoken up during the massage. They said they wouldn't do anything because she hadn't walked out mid-session. That's completely unacceptable customer service for a wellness experience. The other major problem was the noise. It was so loud that it sounded like a train station above us. Reception said our room was under the main reception area and there were no other rooms available. All they offered was earplugs. At over 6,000 CZK per night, proper sound insulation should be expected. They did apologize and gave us a small voucher for two glasses of Prosecco, cake, and coffee, which we appreciated, but it didn't make up for two nights of poor sleep when we'd come specifically to relax. My friend and I stayed two nights with a wellness package. This hotel has potential to be a wonderful getaway if they improve customer service and soundproofing. The spa managers' attitude and lack of sleep made what should have been a relaxing weekend frustrating.

The rooms are good, though the restaurant could be better. I counted at least 8 saunas, and two of them had sauna programs every half hour. The spa experience was extraordinary, and the stay was worth it. I'll return.