Hotel Prague Star

The breakfast is good but the windows of the room are not soundproof enough, quite noisy in the morning

I am writing to express my deep dissatisfaction with the experience my boyfriend and I had during our stay at your hotel from March 27th to March 30th. Unfortunately, those were the worst three nights we have ever spent in a hotel. From the moment we arrived, we encountered several issues that made our stay extremely unpleasant. The bathroom had a strong sewage smell, the bed sheets were dirty, and the towels were never replaced during our stay. Additionally, the breakfast lacked variety and was very limited. However, the biggest issue was the complete inability to sleep due to the amount of light entering the room. The curtain was not blackout, and there was a street lamp positioned directly in front of our window. The light came through completely. We tried to block it using bedsheets (which were transparent) and a decorative bed cover (which was opaque), but it was not enough. By 5:30 AM on the very first morning, we were already awake due to the sunlight. We immediately went to reception to ask for help. We were told it wasn’t possible to change rooms because the hotel was fully booked – which we understood. However, we were also told that all rooms had the same type of windows and curtains. I asked if the hotel had sleeping masks available, but was told no. I then suggested that we could buy some ourselves, but that the hotel should cover the cost, as it was a problem with the room. The receptionist kindly offered to check the room herself, and after doing so, admitted that she wouldn’t be able to sleep in those conditions either. She said she would speak to the manager to try to find a solution. We left to explore the city with the hope that the issue would be resolved by the time we returned – but nothing had been done. We were already so tired and frustrated that we simply asked for a second decorative bed cover to block the other part of the window. Once again, we were told that they would have to check with the manager. The next morning, we complained again, and once more we were told they needed to speak with the manager. When we returned after dinner, the response we received was that the manager did not allow an extra decorative cover, as the hotel policy only allows one per room for aesthetic reasons. It seems that the hotel prioritizes decoration over guest comfort. I also asked whether the manager had approved covering the cost of sleeping masks, and was told they didn’t even ask, as that would be a different manager – they only spoke with the one in charge of decoration. In summary, if you are looking for a place to rest and recover after long days exploring the city, I cannot recommend this hotel at all. The comfort of guests is clearly not a priority, and we felt completely disregarded throughout our stay. We will certainly not be returning, and I hope the hotel reflects on the quality of service provided.

Excellent tasty breakfast, very helpful and kind staff, wide room with a marvelous balcony. The armchairs on the terrace were all broken. The staff does not speak English and communication is sometimes difficult, expecially during the night.