Hilton Prague

There are many choices to stay in wonderful places in Prague. However, the reason to stay at the Hilton Prague is very simple… It is the staff and the people that they have continued to keep. There is no concierge staff at any hotel I’ve ever been that even holds a candle to Diana,Gabriella, Michal, and Jan. They will do anything to help with a smile on their face. They take the extra time. I’m thankful also for the personal touch in the main breakfast restaurant as well. As a lifetime diamond and having many experiences, I normally opt for the executive lounge. Although the executive lounge is one of the best I’ve ever been to the breakfast staff is far and away the best I have ever met. Elena, Katka, and de Susanna. Are just some of the people that make the Hilton Prague feel like a second home. I am very grateful for their kindness and the extra effort. They always put out to not only make everyone feel special, but also be very personal.

We had a wonderful stay at the Prague Hilton, and the staff are very helpful, very kind and very friendly..always with a smile.. the location of the hotel is perfect and very comfortable… it’s close to almost anywhere you want to go to…l suggest that you stay here…

I am very disappointed to note that the staff is arrogant and rude: firstly they do not answer the phone from the rooms. Secondly, when you approach them at the reception they treat you with a condescending attitude and disrespect. The room body wash and shampoo were empty and were not replaced when asked. Not to mention the “shortage” of towels: we were left two days without towels and they were only given after insisting and calling 4 times throughout the day which is unacceptable behavior; they were having “an issue and had a shortage”… (how is it possible to have a towel and robe shortage in a Hilton hotel?) Furthermore, on New Year’s Eve there was a huge party with very loud music in the hotel hall (not open to ALL clients of the hotel - you had to pay). The rooms all face the hall so inevitably we heard everything, the walls in the room were shaking by how loud the music was and when we asked until how long the music was going to be going on, the staff rudely told us that they had the event on “until 3am, so they couldn’t do anything about it”. Needless to say, we did not sleep until the music ended. Overall, will not be coming back. Terrible experience at a Hilton hotel unfortunately. Really disappointing.

Fantastic hotel. Well located. A short 15 minutes walk to the Old Town. Very clean, well maintained hotel. Prices for food and drink are good and staff friendly and helpful. Ignore any negative reviews it’s a great place to stay for a city break or work Highly recommended

First of all, I want to state that I am mostly a business traveller, I require a seamless stay and I do not want to deal with the Hotel's or staff's issue whatever that is. The Hotel itself is getting old although it is fairly well maintained, has an astonishing lobby with sweet lifts to the high floors which allow a brilliant view over the lobby area. Not many Hotels feature this. I regularly choose Hilton due to some expectations among the hotels around the world, but things changed apparently. When it comes to a stay, you usually do not want to do one particular thing: Discussing with the staff members. I am an executive status owner, my time is short and I owe my time to friends, partners and pursue my own plans, not the Hotel's. I have quite often made the experience that be it Concierge, reception aka Front Office or Duty Manager(s) that they simply waste my time due to lacking experience with professional guest services and treatments. First of all I require a respectful approach, second I require to receive all services that I asked for and third I want to have any option for services which cannot be provided. I do not like people lying to me. The staff that interacts with people paying for services are mostly juniors. Do not get me wrong, juniors have to make their experiences, but they shall not try to fool seniors from businesses that clearly spot the foulish attitude between the lines. Apparently they are not well trained at all. Hilton shall swiftly take care of this, either by training them properly or replace them with the proper people to manage this role. I am not sure if this is a cultural thingy or merely lacking experience, or simply spoken, incompetence, but I will ask two times only to finally come to a conclusion before I will have to drop the situation due to wasting my time and possibly get angry as well as requiring consequences. Some of the Duty Managers are clear wrong in their role whilst not being able to understand issues or incidents properly. How can this be in this Hotel? Previously I wrote that things changed. It did, it was better in the past, you had better experiences with less tress. Today it is like a mass-product, no quality, no empathy, no customer orientation. To me only one conclusion: This Hilton Prague version is done for my and off my recommendations list. We will not spend any time or money on services which are beyond their expectations. Also this explains why many partners switched to other Hotel brands and it seems that many other people report the same problems in the past months. Conclusion: They call it an iconic Hotel, I call this an epic fail and they really start to annoy people and guests and to dislike the Hilton brand. They don't want to learn from mistakes, behave arrogant and this is by no chance suitable nor appropriate for executive level travellers. The staff clearly requires replacement.