"A nice hotel, but the service falls short of four-star expectations
We recently stayed at Novotel Prague as a family of four. We paid approximately DKK 9,000 for five days, including parking. While the hotel itself is generally attractive and well-maintained, our overall experience was disappointing due to numerous service issues.
The staff were generally friendly, but we repeatedly experienced what appeared to be understaffing, insufficient training and a lack of attention to detail.
Check-in and reception
Check-in was surprisingly slow. Despite a relatively short queue, we waited at least 15 minutes to be served. There were two employees at reception, but everything seemed to move very slowly.
We also noticed that the telephone rang repeatedly without anyone answering it. Unfortunately, this became a problem for us later.
Breakfast
Breakfast was one of the most disappointing aspects of our stay.
The buffet frequently ran out of basic items such as bread, eggs and cold cuts. Food was not replenished quickly enough, and this happened repeatedly throughout our stay.
There were also insufficient tables for the number of guests. On one occasion, our family, including two young children, had to eat breakfast sitting on uncomfortable high bar stools.
This is certainly not the breakfast experience we would expect from a four-star hotel.
Room temperature and bathroom facilities
The room itself was generally nice, but it was extremely warm at night. Despite visiting in October, we were unable to lower the temperature to a comfortable sleeping level, even with the window open.
It was particularly frustrating that we had no effective way of adjusting the room temperature ourselves.
Another issue was the unstable water temperature in the shower. It was difficult to maintain a comfortable temperature, as the water would suddenly change between very hot and cold.
We experienced exactly the same problem in the showers by the swimming pool, suggesting that this was not an isolated issue with our room.
The bathroom layout was also less than ideal. The toilet and shower were located in two separate rooms. While this arrangement can be practical, both spaces felt unnecessarily cramped. We would personally have preferred one larger bathroom.
Housekeeping
On the positive side, the beds were made regularly, and fresh towels were provided.
However, the cleaning standards were inconsistent. Soap was not replenished when needed, and visible stains, including soap stains on the bathroom floor, were left untouched.
These are small details, but they matter when staying at a four-star hotel.
Swimming pool and lack of information
We appreciated having access to the swimming pool, but once again, communication was lacking.
Nobody informed us at check-in that bathrobes and slippers could be collected from reception, and there were no bathrobes in our room.
As a result, we went to the pool on our first visit wrapped in ordinary room towels. Only when we noticed other guests wearing bathrobes did we realise they were available.
My wife then had to return to reception to ask for them.
We do not consider the lack of children’s bathrobes a major issue, but guests should at least be informed about the services and facilities available to them.
This was another example of the lack of proactive service we experienced throughout our stay.
Bar service and attention to detail
The bar staff were very friendly and pleasant, which we appreciated.
However, they seemed to lack some basic training, particularly when preparing relatively standard cocktails.
We also noticed a large housekeeping trolley filled with towels parked directly in front of an exit sign in the basement parking area, partially obstructing it.
Individually, these may seem like minor issues, but together they contributed to an impression that attention to detail was lacking.
Check-out and parking – the most frustrating experience
The most frustrating experience occurred when we checked out.
The receptionist had not asked whether we had a car or needed to settle our parking payment. Consequently, our parking had not been paid for when we attempted to leave.
We only discovered this when we reached the parking exit and were unable to get out.
We tried calling reception several times, but nobody answered the phone.
Meanwhile, we were blocking the exit, and a long queue of cars began forming behind us.
I had to remain in the car while my wife rushed back to reception to resolve the situation.
What made the experience even more frustrating was the receptionist’s response. When my wife explained the situation, the receptionist remarked, in a rather dismissive tone, that they could not possibly know we had a car.
But surely that is precisely why a hotel should have proper check-out procedures and ask guests whether they have any outstanding charges, including parking.
It should not be the guest’s responsibility to anticipate every question the hotel ought to ask.
This incident perfectly illustrated the recurring issue throughout our stay: instead of proactively providing service, the hotel seemed to expect guests to figure things out for themselves.
Overall impression
Novotel Prague is fundamentally a nice hotel with good facilities and generally friendly employees.
However, the service level simply did not meet our expectations of a four-star hotel, particularly considering the price we paid.
Our main concern was not that the staff were unfriendly. On the contrary, most employees were pleasant and polite.
The problem was the apparent lack of efficiency, proper training, proactive service and attention to detail.
From the slow check-in and unanswered telephone calls to the poorly managed breakfast buffet, inconsistent housekeeping, uncomfortable room temperature, unstable shower temperatures and frustrating parking experience, there were simply too many things that did not work as they should.
None of these issues alone would necessarily have ruined our stay. However, the accumulation of so many problems significantly affected our overall experience.
The hotel has the potential to offer a much better experience, but improvements are clearly needed in staff training, operational efficiency, maintenance and general service standards.
Overall, we would rate our experience 2 out of 5 stars.
Unfortunately, based on our experience, we would be hesitant to recommend this hotel to other families."
