Kirill K., Jul 20, 2026

​We are sharing our actual personal experience following an attempt by the hotel management on another platform to engage in corporate gaslighting and deny operational failures. We booked a Deluxe Suite (room 3107) to celebrate a birthday. To be clear, we travel extensively to destinations like Capri, Kyiv and London, where a suite can easily cost €2,500 per night. We perfectly understand that €600 per night is a relatively modest price point for a suite, and we did not expect a top-tier luxury experience. However, we did expect basic European hospitality standards, proper hygiene, and elementary politeness—none of which were provided. ​To begin with, the hotel felt completely deserted, with a maximum of 10–12 guests visible during our entire stay. Despite this low occupancy, the rooftop lounge was closed every single day, and the main restaurant shut far too early. We resorted to ordering from the advertised 24/7 room service menu. Our order was formally accepted, yet nothing was ever delivered. The subsequent claim by the Rooms Division Manager that staff attempted to contact us is entirely fictional; no one called our room, and we were left waiting until 2:00 AM completely exhausted and ignored. ​The following morning, the service degraded further. When we made a simple request for basic milk for our coffee, the manager on duty displayed an astonishing lack of professionalism. Instead of handling a routine guest request, he began raising his voice and shouting over the phone, delivering an unprompted lecture on "sustainability" to mask what is clearly cheap cost-cutting. Even at this price point, if a hotel cannot afford proper milk packaging for its suite guests, management should at least invest in training courses to teach staff not to raise their voices at paying customers. ​Furthermore, the management’s claim that they verified records and found no hygiene issues is completely inaccurate. On July 5, 2026, three people from our party personally shared the SPA elevator with two staff members delivering a cheese and fruit platter. These employees were openly touching, poking with bare fingers, and smelling the food directly on the tray to debate and guess the variety of the cheese before serving it to a guest room. ​The most alarming incident occurred when a birthday gift temporarily went missing from our Deluxe Suite following housekeeping. When we reported this from room 3107, the male manager completely lost his composure. He abandoned all professional protocols and began hysterically shouting into the phone, yelling "I didn't take it!" and demanding that we "slow down." We have never experienced such raw, unrefined, and hostile behaviour from a management figure anywhere in the world. ​To make matters worse, the reception desk team (two men and a woman) subsequently engaged in blatant un-favour and hostility. Every time we walked through the lobby, they resorted to whispering, pointing, and laughing out loud, displaying a shocking level of conduct for a branded establishment. ​This hotel relies heavily on its brand name, but the lack of visible, competent management, poor handling of basic issues, and an overall unwelcoming atmosphere made this a very disappointing stay. Even for €600, there are far superior options in Mariánské Lázně that offer a genuine sense of hospitality and basic respect.

Philippe M., Jul 17, 2026

We stayed there for one night, and it was too short to enjoy the excellent hotel facilities and the city. Will have to come again!

Jakub V., Jul 13, 2026

Very nice beautiful

Monika P., Jul 10, 2026

Huge thanks to entire hotel team (especially Klara and Vanda) for making our stay absolutely unforgettable! Even though travelling as part of the family group with two toddlers and all grandparents, everyone enjoyed their stay to maximum! From delicious breakfast to rooftop bar, beautiful wellness, most comfortable rooms as well as perfect cleanliness. We also admired hotel’s beautiful as well as functional architecture, nicely designed kid’s corner and hotel own spring was a cherry on the top 😊 All employees we met were very polite and helpful and you could see that they genuinely care about what they do. Thank you for absolutely amazing stay!

Michal S., Jul 07, 2026

Very pleasant stay, helpful staff, great location, amazing wellness facility.