Hilton Prague

We spend nearly a week at the Hilton Prague with my family (2 kids aged 9 and 7) from Dec27 to Jan2 What we received as a service, was well below expectations and definitely below Hilton standards. Firstly we were given a room for disabled persons, meaning that the bathtub had no glass or curtain, the toilet bowl was elevated while the washbasin was too low (short).. Of course they never informed us during check-in that this was the room they were giving us before hand, while despite that fact that we had arrived early (at noon) we only got the room after 3pm. We had also asked for an upgrade (I was willing to pay the extra cost) and what they gave us was this terrible room.. I know that check in is at 3pm but when you see a family with kids usually you should serve these first, providing them a NORMAL room asap, especially if these exact same people have asked for an upgrade and have paid for lounge access and are willing to pay more for a better room/ service… Obviously my kids, my wife and I were frustrated as using the bathroom was super problematic. We had to lift the kids to sit at the toilet.. Once complained we were only offered a ‘normal’ room from day 3 of our stay, as they claimed that the hotel was fully booked.. The room we were initially provided was not what I had paid for and what I asked for.. note also that the only thing they offered for all this mess were free drinks at the bar at the roof top! Turning to food and overall service. Definitely not 5 star.. The hotel was seriously understaffed (long queues at reception), long waiting times when calling from the room to order or get towels, etc.. of over 15 minutes! Imagine that once my line dropped as I was waiting for more than 20 minutes! Another problem that they had is that they were running out of towels and they were only providing new towels very stingy, claiming that they had a problem with their washing machine! And yes we are talking about a Hilton at the peak season 🤣🤣🤣 Food at the restaurants was overpriced and poorly cooked, so avoid eating in, there are plenty of options outside the hotel and food is good even at “touristic” places There were staff at the restaurant that didn’t even speak English (!!!) while others were frustrated if one asked for an ‘irregular’ request, like the time I asked for milk at 10pm for the kids! This seemed to irritate staff. Finally, even the lounge was poorly run, as at our last day they run out of still water and when i asked for water at reception the told me that I had to pay for it, despite having paid already for the lounge access! A final note for the pool.. this is a leisure pool, not an athletic.. it is heated but instead of 30 degrees they have the water at 28, which believe me, its is inconvenient for kids. All in all, Prague is a very nice city, but Hilton Prague is a no go.. We will return to Prague but seek for other hotel options.

In this hotel they don´t clean the rooms. They don´t clean the rooms before you arrive and they don´t do it while you are stying there. As an example we found a sausage in our room. You mention it at the reception and they say it is not their responsability, they are not in charge of cleaning the rooms. Amazing Breakfast quality is poor and crowed, you have to wait to access, wait for the food, wait for everything.

A bit disappointed with our stay. No towels in room so went to reception and informed then expecting them to be brought up immediately. Still no towels by morning. Had breakfast without showering and called back to reception to report again. Maids actually cleaned our room and made beds and still didn't leave any towels. Very odd and not acceptable for a hotel of this calibre. Again rang reception and on third morning still hadn't received a towel. Luckily my daughter was staying at the hotel and gave me one of her's. Mentioned this when checking out and staff didn't seem to care. Also the hotel was hosting a new year's eve party, so most of hotel bars closed whilst this was going on, so guests without a ticket to this event couldn't use hotel facilities. No warning of this when booking. Again not acceptable. On the plus side breakfast was nice and majority of hotel very clean. A little bit away from main attractions but easily accessible for transport links. I wouldn't stay again unfortunately.

Towels and poor service On day 2 of our stay and upon arrival to our room we discovered we had no hand towels, no floor mat and no slippers with the robes. We had to use one of the bath towels to dry our hands and stand on while getting dried after a shower, so we put this on the floor for housekeeping to pick up and change and have just discovered the same towel has been hung up still wet and only one bath towel supplied, no hand towel or floor mat. I've contacted housekeeping on the phone to notify them room 6055 requires towels, he said no problem, so we will see if they bring these to us...I'm not holding out much hope! Also receptionist when checking us in didn't tell us anything about the hotel, she just said we were to read the information on the TV as it was alot of information for her to tell us. We get to the complicated lift system, which is a 3 step process, which she should have explained to us beforehand not when we get to our room and turn the TV on!!!! Service in the bistro is a hit or a miss whether you are served or not. Corridors are needing a good hoover. We've stayed in many Hiltons, which are always excellent, this Hilton will not be a repeat occurrence!

This hotel has no towels. They didn't warn us when we were checking in. Some guests say they have been here for four days without a towel. Reception are continuing to check-in hordes of new guests....but there are no towels. They knew we were coming but they didn't get us a towel. No-one is answering the guest relations, house-keeping, or reception phone lines to assist. I'm going out tomorrow to buy a towel.