Hotel Hoffmeister

"We had booked three nights at this hotel but were unable to stay after my partner was unexpectedly refused entry at Czech border control, despite valid documentation. We informed the hotel immediately, before check-in, giving them ample time to reallocate the room. We then politely asked whether any form of flexibility could be considered, such as rescheduling, a partial refund for one night, or even a credit for a future stay, given that we never occupied the room The responses we received were cold and dismissive, limited to statements such as “you agreed to the terms” and “we are not responsible for your situation”, with no attempt at understanding or willingness to consider the circumstances. Having stayed in many hotels around the world, this was by far the most rigid, unhelpful response I have encountered, especially from an establishment presented as a luxury five-star boutique hotel with a family-oriented atmosphere. Future guests should be aware that customer service here appears to prioritise rigid financial policy over basic human consideration in genuinely unforeseen situations."

"An amazing hotel with excellent food and service. The new year's party was brilliant. We will be returning there again."

"The hotel itself is located in a nice area very close to the centre. The bedrooms are nice and they have a terrace for breakfast. However, the staff have made the experience less pleasant. It felt like any request was trouble for them and they just didn’t want to be there. One day we decided to have dinner at the restaurant downstairs. When we asked for a table for two, we got told that they are busy and would have to wait for 40 mins (the restaurant was empty). In the end we sat down and the food was brought to us fast. When ordering dessert, the staff has decided to make some extra profit by bringing us an ice cream that was not from the kids menu but the normal one, explaining it by them being the same except for price difference and an addition of an ice cream ball that we didn’t want. Apart from the service the food was very nice."