Best Western Hotel Prisma

Our room wasn’t ready at check-in because of housekeeping issues, which was fair enough. What bothered me was the young man at reception: he was cold and barely communicated, and came across as exceptionally rude. I don’t know whether he was embarrassed or simply didn’t care, but I didn’t feel seen or looked after. A smile or a kind word can make guests feel cared for. Better staff training is needed, and I wouldn’t recommend this hotel.

My only real downside was the uncomfortable pillows, but I still think the five-star rating is deserved. Everything was very clean and tidy, from the restaurant and rooms to the lobby toilets, and breakfast was fresh and so good. The staff were friendly on the phone, at reception, and in the breakfast area. When I called late at night to ask for directions and a taxi, they were attentive and helpful. Check-in and checkout were quick. Thank you very much 😊

The breakfast was fabulous, and the service there was attentive. I also liked the backyard. The room felt a bit small and had very limited amenities. It’s outside the city center, with just one connecting bus line, and that only runs for short hours.

My uncle became extremely ill the day before we were due to travel, so I politely asked to move the dates. The hotel said Booking.com made the rules and it wasn’t possible, which I believe was a lie. They make their own rules, and they weren’t willing to help or suggest any solution. Someone else then messaged me claiming I’d booked a very low rate without refunds, also untrue, since I could cancel up to three days before arrival. I know the illness came at the last minute, and I would gladly have paid a small fee to change the dates. The hotel showed no empathy or interest in helping, just seemed focused on the money. I’ll never recommend or book with them.