Hotel Merkur Czech Leading Hotels

"The hotel is in an excellent location near the metro, but above all near the tram stops which are very efficient and frequent in Prague. Excellent breakfast, good cleanliness, quiet room, PVC windows with good noise insulation. Room with carpeted entrance but hardwood floors throughout the rest, bathroom, mattresses, and furniture fairly recent. Pillow a bit high for my taste, but I mentioned that I am allergic to dust and it was one of the hypoallergenic ones. There were down pillows in the closet. They gave us a triple room for two and we were comfortable. They fall short on the details; for example, the bathroom door and towels are worn out and the complimentary toiletries are a bit meager. But the important things are all there."

"I booked for 5 nights total and the only positive thing is the location. My room was looking on the construction and I was awakened at 7 AM because of this total disaster that was happening nearby. After that day I asked for a room not looking on the construction and was given even worse room which looked like the style of 80s, but the most disgusting was the shower, after complaining they told me they are sorry, it was the only room available. So, my advice just find another hotel nearby and never return here."

"We booked a Standard Double Room for three nights for a birthday trip, and unfortunately this was one of the most disappointing hotel experiences we have had. The room we received looked nothing like the room we reasonably expected based on the photos used for the booking. It was very dated, had old carpet, an unpleasant smell and felt much more like a basic/economy room than the Standard Room we had paid for. We complained immediately and went to reception several times during our stay. Instead of trying to help, we were repeatedly told that all double rooms had the same setup and that there was nothing they could do because the hotel was fully booked. This explanation is very difficult to accept when guest photos online clearly show other rooms with very different interiors and standards. We specifically paid for a Standard Room, not an Economy Room, yet no alternative, upgrade or meaningful solution was ever offered. The service throughout this situation was extremely poor. We approached reception multiple times, but at no point did we feel that anyone genuinely tried to resolve the problem. Parking was another major issue. The booking page showed “free parking” under the hotel facilities, yet upon arrival we were told we had to pay €23 per day, so €69 in total. The booking platform itself later acknowledged in writing that the parking information shown online was contradictory. Despite this, the hotel simply required us to pay the full amount. To make matters worse, this was a birthday trip. Before arrival we had specifically contacted the hotel through the booking platform about arranging a small birthday decoration and were told that the hotel could arrange this. When we arrived, absolutely nothing had been prepared. We did not expect luxury. We simply expected to receive the Standard Room and services that were presented when we booked and paid. Instead, we spent part of our trip repeatedly going to reception and contacting the booking platform because the hotel would not provide any meaningful assistance. The location is convenient and breakfast was fine, but that does not make up for the misleading room presentation, contradictory parking information and, above all, the complete lack of customer service when we raised legitimate concerns. I would not stay here again and cannot recommend this hotel."